'Our £6,000 birthday trip is ruined - we were forced to queue for 11 HOURS'

Pals who flew to Bali for a birthday trip say their holiday has been ruined by delays which left them queueing for 11 HOURS.

Karen McArthur and her two friends couldn’t wait to spend 17 days in the holiday hotspot after flying out from Gatwick on April 18.

The group, who travelled to the Indonesian island to celebrate a 60th birthday, feared their flight would be disrupted by heavy rainfall in Dubai but boarded the plane without any issue.

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However, once they landed in the United Arab Emirates, they noticed their connecting flight had disappeared from their gate, later learning it had been cancelled.

The group, from Reddish in Stockport, were asked to go back through passport control where they say they were met by "absolute chaos”.

Operations manager Karen claims, 57, there were around 1,000 passengers trying to re-book their flight with just one Emirates staff member on the desk.

She says the group then queued for a whopping 11 hours without food or water until they were finally re-booked onto another flight.

“It was very stressful,” she told the Manchester Evening News. “People were passing out in the queue. We were in that queue for 11 hours, we did it in rotation.

“It was basically a free-for-all. There was lots of pushing and men arguing with each other. They had to get the Army out to sort out that queue.”

With their new flight not leaving until 3am the next morning, the group demanded to be put up in a hotel. Karen says they managed to get just four hours of sleep before having to fork out £60 for a taxi back to the airport.

But the nightmare continued after they got their connecting flight and finally landed in Bali - realising none of their luggage had arrived with them.

Karen says she has been left without her vital anti-epilepsy drugs after running out of the supply she had in her hand luggage.

“No one knows where their luggage is,” she added. “Up to now, we have had no communication with Emirates to say where the luggage is or when it will arrive.

“I’ve had one response to my formal complaint asking to fill out a form, but the website was down and the chatbot is just going around in circles.

“I’ve run out of medication and they told me I need to go to a doctor. I managed to get information up to show (a local pharmacist) my prescription but they’ve given me a copy medication, not the true one I take. It’s had a strange impact; I’ve got slurred speech and I’m not fully present at all. This whole situation has been an emotional rollercoaster.”

Karen says the group have spent the last few days forking out for new clothes while trying to source medication.

“This has caused us an immense amount of stress due to the lack of information or any Emirates staff present at Dubai Airport,” Karen added.

“There was no information whatsoever provided by Emirates on the group at Dubai Airport. We were exasperated as all channels of communication to Emirates were just providing polite responses with no useful or tangible information.

“There was no attempt whatsoever at Dubai to manage the re-booking queue of people trying to re-book flights. We have spent since Saturday trying to source medication and something to wear and be able to swim with.

“Our luggage has still not arrived and we have still had no meaningful contact from Emirates. I have emailed them around six times describing the urgent need for my medications. It is prescribed and I have a sleep doctor as I have chronic insomnia.”

When asked if the trip had been ruined, Karen said: “100 per cent. We have seen grown men breaking down in tears with the stress. We have also as a group of friends who travel together regularly been close to ripping each other's heads off. It's been awful. I have had four hours' sleep since Thursday.”

We asked Emirates for comment and they pointed us to an open letter from Sir Tim Clark, president of Emirates Airline, in which he said: “This week has been one of the toughest for Emirates operationally, as record storms hit the United Arab Emirates.

“I would like to offer our most sincere apologies to every customer who has had their travel plans disrupted during this time.

“On Tuesday 16 April, the UAE experienced its highest rainfall in 75 years. Lashing storm winds and rain disrupted activity across the cities. Our 24/7 hub in Dubai remained open, with flight movements reduced for safety, but flooded roads impeded the ability of our customers, pilots, cabin crew, and airport employees to reach the airport, and also the movement of essential supplies like meals and other flight amenities.

“We diverted dozens of flights to avoid the worst of the weather on Tuesday, and over the next 3 days we had to cancel nearly 400 flights and delay many more, as our hub operations remained challenged by staffing and supply shortages.

“We were clear on our 2 priorities: Look after our customers who have been impacted by the disruption and get our operations back on schedule.

“To free up resources and capacity to manage impacted customers as a priority, we had to suspend check-in for passengers departing Dubai, implement an embargo on ticket sales, and temporarily halt connecting passenger traffic from points across our network coming into Dubai.

“We deployed additional resources to aid our airport and contact centre teams with rebooking and put on additional flights to destinations where we identified large numbers of displaced customers.

“We sent over 100 employee volunteers to look after disrupted customers at Dubai Airport departures and in the transit area, prioritising medical cases, the elderly and other vulnerable travellers. To date, over 12,000 hotel rooms were secured to accommodate disrupted customers in Dubai, 250,000 meal vouchers have been issued, and more quantities of drinking water, blankets, and other amenities.

“Behind the scenes, it was all hands-on deck for thousands more employees across the organisation to get our operations back on track.

“As of Saturday 20 April, our regular flight schedules have been restored. Passengers previously stranded in the airport transit area have been rebooked and are en-route to their destinations. We have put together a taskforce to sort, reconcile, and deliver some 30,000 pieces of left-behind baggage to their owners.

“It will take us some more days to clear the backlog of rebooked passengers and bags, and we ask for our customers’ patience and understanding.

“We know our response has been far from perfect. We acknowledge and understand the frustration of our customers due to the congestion, lack of information, and confusion in the terminals. We acknowledge that the long queues and wait times have been unacceptable.

“We take our commitment to our customers very seriously, and we have taken learnings from the last few days to make things right and improve our processes.

“I’d like to also acknowledge and thank our teams across the airline, and our many suppliers and partners for their tireless efforts around the clock this week, despite the challenging conditions, to support customers, recover our network, and bring our operating schedule back to normal.

“Finally, and once again, I want to offer, on behalf of myself, and all the teams across Emirates, our apologies to each and every customer affected by this disruption.

“We will continue to work hard to live up to your expectations, and to our Fly Better brand promise.”