We had the worst trip of our lives with Emirates on Saturday 22nd February 2014. We arrived in London Gatwick at 11am for our 1.30pm flight to Dubai to be told that the flight was delayed by nearly 6 hours and would not take off until 7pm, due to delays in incoming flight caused by fog in Dubai. We were philosophical about it although the staff at Gatwick and also staff on the flight were unable to give us any information about our connecting flights to India. We landed in Dubai at 6am on Sunday 23rd Feb and although all the passengers on the flight had missed their connections, there were no ground staff waiting to direct us. We were asked to go to the transit desk, and found more than 500 people crowded into a small space with no proper queue. Only 2 Emirates staff were available although there were 16 counters. We stood in the queue for 4 and a half hours with no refreshments. Older people and those with babies were also waiting. Very few bottles of water and croissants were passed around but we didn't manage to get any food or water. Communication was very poor and we had no idea how long the wait would be. Finally after passengers starting complaining and shouting out for information, they sent a security guard who cautioned one of the passengers, but still no clear explanations were given. The security guard tried to take the passenger away but the other passengers rallied around and wouldn't allow him to do that.
At 10.30 am after the crowd became increasingly frustrated and vocal, the Emirates staff started directing passengers to different gates depending on their destination countries. We were asked to go to gate B3 where we found a crowd of people waiting with one staff member who could give no information.
We sat there until 5.30 pm with no information as to which flight we were likely to catch, in spite of repeated requests for information. Although they handed out some food vouchers at 2.30pm, they ran out so not everyone got vouchers. At 5.30pm we were finally given boarding cards for the 9.45 pm connecting flight to Trivandrum in India. Although we waited nearly 16 hours in the airport Emirates were unable to offer us a hotel room or even a lounge as too many flights were delayed. We finally arrived at our destination at 3.45 am on Monday 24th Feb (instead of the scheduled 9.35am on Sunday 23rd) only to find that our bags did not arrive. None of the passengers connecting from London got their bags although we had asked at the gate in Dubai and were assured by Emirates staff that our bags had been loaded, after checking on the computer. The bags arrived 24hours later.
We appreciate that delays due to bad weather are unavoidable. However Emirates had 24 hours notice after the fog on Saturday morning, and did absolutely nothing to prepare for the chaos on Sunday caused by the hundreds of missed connections. Communication was extremely poor and the worst part was being stranded in Dubai not knowing which connecting flight we would eventually catch. Not a single staff member apologised or tried to make the experience easier for us.
My question is, I would like to ask for some compensation for this ordeal - the Emirates website is not allowing me to fill in a form and none of the customer service lines are answered. I need to know how to go about this.