Emirates Airbus A380 to Dubai, U.A.E. returns to Toronto, Canada after an engine issue

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On 20 July, an Emirates Airlines Airbus A380 (A6-EDO) departed Toronto, Canada for flight EK242 towards Dubai, U.A.E. 20 minutes into the flight, however, the aircraft stopped climbing at 25,000 feet, dumped fuel and returned to Toronto. The aircraft safely landed about one hour after its initial departure. As a precaution, emergency services awaited the aircraft. 

The reason for the diversion is a problem with engine number 2. Meanwhile, Emirates dispatched a replacement Airbus A380 (A6-EOF) to pick up the stranded passengers.

Nourhan Elshamy, one of the passengers on board explained to Aviation24.be: “My daughter and myself just experienced terrifying moments on board of the EK242 on air after 2 hrs of flight. We heard a scary loud noise and the pilot informed that he has to divert the plane back to Toronto.

He was less happy with the assistance after the landing: “We are safe on the ground now, yet no Emirates staff is showing till now. It’s been 2 hours and no one is telling us anything. We got redirected to pass customs entering Canada and took out our luggage. Where to go? What to do? No one is communicating us anything. Total disappointment and our plans now for a vacation are ruined. This is subpar customer experience from the most expensive airline. No communication, no customer care and no one to speak too.

The Emirates office number 1 (800) 777-3999 is not responding and the live chat keeps saying experiencing difficulties.

Aviation24.be contacted Emirates Airlines for an official response.

13 COMMENTS

  1. My wife and daughter were on this flight for 2 hours and texted me from air terrified. They heard a Big Bang and the pilot started communicating with passengers explaining that they gotta go back to Toronto. Now they are safe after landing in Pearson Airport.

  2. Emirates;My daughter and myself just experienced terrifying moments on board of the EK242 on air after 2 hrs of flight. We heard a scary loud noise and the pilot informed that he has to divert the plane back to Toronto. We are safe on ground now; for off loaded from the plane; yet no Emirates staff is showing till now. It’s been 2 hours and no one is telling us anything. We got redirected to pass custom entering Canada and took out luggages. Where to go? What to do? No one is communicating to us anything. Total disappointment and our plans now for a vacation are ruined. This is subpar customer experience from the most expensive airlines. No communication, no customer care and no one to speak too. The Emirates office number 1 (800) 777-3999 is not responding and the live chat keeps saying experiencing difficulties. The shocking part is: the flight tracker online keeps showing that the flight is on time and on air. I demand rectification of this mess and clarity with us passengers. Someone from emirates tell me what to do exactly now.
    S.O.S from Pearson Airport

  3. Thanks for your testimony Nourhan, I read that Emirates dispatched a replacement Airbus A380 (A6-EOF) to pick up the stranded passengers. How are things going now ?

  4. Sun 21st July- Second time at Pearson; my daughter and I came to the airport today to take the replacement Airbus A389 (A6 – EOF) to fly to Cairo connecting via Dubai. Messy ground operations at Emirates desks; only 2 staff handing the entire passengers and of course causing delays again. Now we just been informed that we won’t catch up the connecting flights.
    The situation is utterly shilling « again »..can’t believe this is Emirates. I am sure that the management at Emirates are not fully aware of what’s happening here. This is unacceptable and simply ruined the image of Emirates airlines particularly for the Canadians.
    Once again; Emirates continues to ruin my vacation and plans for the second day in a row.
    A call for Emirates management to do investigate this mess and hopefully take necessary measures to avoid this mess again and improve the customers experience here in Canada.
    Total failure and disappointment.

  5. My wife also is on this same flight all the passengers are facing a very similar situation not enough staff n the flight seems to be delayed leasr expected this service from Emirates airlines

  6. On 20 Th July EK 242 flight my experience was also bad , upon return at Toronto airport no Emirates staff was available , first bags came very late , then very long que for issuing / making hotel arrangements . After 2 hours of waiting in long which was not moving at all , I gave up and left at my own . Emirates staff should kept at ground to guide passengers what to do . Small children’s were hungry , trusty and tired . No preference is given to children nor families . Very strange and surprising . That is how you are not to hold the number 1 world airline ranking. Kindly give attentions to passengers on such incidents .

  7. And More to add on.. she did not make it up to us today.. the new flight we are booked on for today.. still did not take off.. half an hour delay.. expected to land Dubai 6 pm ( Dubai time) which is 2 hours delay. I lost my connection for the second time, not only me.. plus the service was terrible .. lining up to check us in with only two staff only two counters are open.. even the boarding time was more mess than expected .. we’ve been all crowded in one small hall no help not organized and again two passengers only try to board us in.. hell Emirates you disappointed everyone in this flight.. I lived in Dubai 10 years been using Emirates for decades even after moving for good to Canada, I still fly by Emirates.. Today you ruined my trip and did not bother make up to the passengers, as if dealing with emergency came as a surprise for one of the best aircraft worldwide.. very disappointed. You build your name based in your service you provide not based on the money you have..

  8. On behalf of myself and all other EK8242 passengers who have been experiencing this messy situation with Emirates at Pearson airport in Toronto; I demand rectification of this mess and restitution for all inappropriate handling of us passengers.
    #emirates_fail_passengers

  9. Emirates in Toronto is using Swissport staff dressed up as Emirates employees. The level of customer service is so low and disorganized because of minimum training by Swissport management, disrespect from Swissport management and allowing Swissport agents to work on Emirates aircraft or any other airline in Toronto under ground handling contract no Mather if they pass or fail their training exams. So don’t just blame Emirates but blame this company And Swissport in Toronto. Of course Emirates should audit Swissport, but I know Swissport way of managing its employees, and yes you only get where you pay for.

  10. My dad was traveling this flight. They didnt give connective flight from Dubai. We are soooo disappointed about their customer service. They should return 20% of our money back…

  11. I watched this flight head back to the YYZ airport from my apartment. The bright red emergency light was quite alarming but eventually I watched the plane land. As someone who could only watch the event from my home, I’m just glad that (aside from all the inconveniences) everyone is okay and landing was successful!

  12. My experience with Emirates; it provides one of the worst ever customer service and staff (if shown) always with no authorities

    I have decided a while ago to avoid flying on Emirates due to their empty promises and fake luxurious propaganda

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