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.
— Aeronautics Online (@AeronauticsO) July 20, 2019