Emirates airline has apologised to a disabled passenger who felt “humiliated” after abandoning her luggage in Dubai so she could carry life-saving oxygen equipment on board a flight to Pakistan.
Amna Raheel, who has muscular dystrophy, was flying from Dubai to Karachi when she was told she would have to pay extra to take her oxygen concentrator on board flight EK606 on August 9.
Her genetic condition causes muscles to gradually weaken over time, leading to an increasing level of disability.
Ms Raheel, a Pakistan citizen, also has a lung condition, chronic obstructive pulmonary disease.
She requires the oxygen when she gets out of breath, particularly at altitude, and regularly travels with the device.
Emirates has a policy allowing similar medical devices to be carried on board, if signed off by a medical practitioner in advance.
But on checking in her luggage at Dubai International Airport’s terminal three, ground staff said Ms Raheel would have to pay an excess baggage fee, as the weight of the equipment took her above her free allocation.
“I was told that I was overweight and my oxygen concentrator would be counted in my baggage allowance, which was highly absurd since I was carrying a medical certificate with me,” said Ms Raheel, who posted of her experience on social media.
“That would mean that if a person with disability is carrying a life-saving equipment with them, they are not allowed to carry any other form of luggage, including essential items like clothes, shoes or toiletries.
“If a wheelchair for disabled passengers is free of baggage allowance, then lifesaving medical equipment should be too.
“I am a frequent traveller and I have never in my 31 years of travel life faced such humiliation by airport staff.”
Despite presenting a medical letter from Dr Ali bin Sarwar Zubairi, a pulmonologist at the Aga Khan University Hospital in Karachi, check-in staff refused to accept the device as an essential piece of equipment and insisted she paid an excess baggage fee.
Ms Raheel, who runs her own wellness gift business, said she was forced to abandon her luggage at the airport and fly home to Pakistan just with her oxygen machine.
The airline has since apologised and said it would review its procedures.
Emirates apologises for incident
“Emirates would like to offer our sincere apologies for the distress and inconvenience caused to Ms Raheel,” an official said.
“We pride ourselves on our customer service and were disappointed to learn that our policies relating to the carriage of portable oxygen devices were misinterpreted by check-in staff, coupled with behaviour that did not reflect our values and service standards.
“We take this feedback seriously and are taking the necessary steps to ensure that incidents such as this do not happen again.
“Our customer affairs team is currently in contact with Ms Raheel.”
Assisted ventilation for people with Duchenne muscular dystrophy has become more common outside of hospital, as devices are now smaller and more portable.
The equipment used by Ms Raheel concentrates oxygen from a gas supply by removing nitrogen to supply an oxygen enriched flow of vapour that can be inhaled.
They are particularly useful for those with breathing difficulties or respiratory conditions such as asthma, and typically cost around Dh3,000 ($816) to Dh5,000.
Oxygen concentrators are also used by patients recovering from a long-term covid-19 infection that has left them with scarring on lung tissue, making it difficult to breathe.
Charity offers new machine
Faisal Jamil, chairman of the Humanitarian Association for National Development Support, in Pakistan's capital Islamabad, read of Ms Raheel’s experience and would like to donate a smaller, more portable device made by Philips for her to use in future.
“We have been using these devices with covid patients in Pakistan for more than two years now,” he said.
“Normally, some airlines do not allow people to fly with these [larger] kind of machines, so we have arranged for a brand-new, battery-operated oxygen concentrator for her to use in future.”
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Key facilities
- Olympic-size swimming pool with a split bulkhead for multi-use configurations, including water polo and 50m/25m training lanes
- Premier League-standard football pitch
- 400m Olympic running track
- NBA-spec basketball court with auditorium
- 600-seat auditorium
- Spaces for historical and cultural exploration
- An elevated football field that doubles as a helipad
- Specialist robotics and science laboratories
- AR and VR-enabled learning centres
- Disruption Lab and Research Centre for developing entrepreneurial skills
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Favourite film: The Shawshank Redemption stands out as his favourite movie, a classic King novella
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Emergency phone numbers in the UAE
Estijaba – 8001717 – number to call to request coronavirus testing
Ministry of Health and Prevention – 80011111
Dubai Health Authority – 800342 – The number to book a free video or voice consultation with a doctor or connect to a local health centre
Emirates airline – 600555555
Etihad Airways – 600555666
Ambulance – 998
Knowledge and Human Development Authority – 8005432 ext. 4 for Covid-19 queries
Benefits of first-time home buyers' scheme
- Priority access to new homes from participating developers
- Discounts on sales price of off-plan units
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- DLD registration fee can be paid through banks or credit cards at zero interest rates
Other acts on the Jazz Garden bill
Sharrie Williams
The American singer is hugely respected in blues circles due to her passionate vocals and songwriting. Born and raised in Michigan, Williams began recording and touring as a teenage gospel singer. Her career took off with the blues band The Wiseguys. Such was the acclaim of their live shows that they toured throughout Europe and in Africa. As a solo artist, Williams has also collaborated with the likes of the late Dizzy Gillespie, Van Morrison and Mavis Staples.
Lin Rountree
An accomplished smooth jazz artist who blends his chilled approach with R‘n’B. Trained at the Duke Ellington School of the Arts in Washington, DC, Rountree formed his own band in 2004. He has also recorded with the likes of Kem, Dwele and Conya Doss. He comes to Dubai on the back of his new single Pass The Groove, from his forthcoming 2018 album Stronger Still, which may follow his five previous solo albums in cracking the top 10 of the US jazz charts.
Anita Williams
Dubai-based singer Anita Williams will open the night with a set of covers and swing, jazz and blues standards that made her an in-demand singer across the emirate. The Irish singer has been performing in Dubai since 2008 at venues such as MusicHall and Voda Bar. Her Jazz Garden appearance is career highlight as she will use the event to perform the original song Big Blue Eyes, the single from her debut solo album, due for release soon.
PREMIER LEAGUE FIXTURES
Saturday (UAE kick-off times)
Watford v Leicester City (3.30pm)
Brighton v Arsenal (6pm)
West Ham v Wolves (8.30pm)
Bournemouth v Crystal Palace (10.45pm)
Sunday
Newcastle United v Sheffield United (5pm)
Aston Villa v Chelsea (7.15pm)
Everton v Liverpool (10pm)
Monday
Manchester City v Burnley (11pm)
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- Engine: 3.9-litre twin-turbo V8
- Power: 640hp
- Torque: 760nm
- On sale: 2026
- Price: Not announced yet
LA LIGA FIXTURES
Friday Athletic Bilbao v Celta Vigo (Kick-off midnight UAE)
Saturday Levante v Getafe (5pm), Sevilla v Real Madrid (7.15pm), Atletico Madrid v Real Valladolid (9.30pm), Cadiz v Barcelona (midnight)
Sunday Granada v Huesca (5pm), Osasuna v Real Betis (7.15pm), Villarreal v Elche (9.30pm), Alaves v Real Sociedad (midnight)
Monday Eibar v Valencia (midnight)
Muguruza's singles career in stats
WTA titles 3
Prize money US$11,128,219 (Dh40,873,133.82)
Wins / losses 293 / 149
Racecard:
6.30pm: Mazrat Al Ruwayah (PA) | Group 2 | US$55,000 (Dirt) | 1,600 metres
7.05pm: Meydan Sprint (TB) | Group 2 | $250,000 (Turf) | 1,000m
7.40pm: Firebreak Stakes | Group 3 | $200,000 (D) | 1,600m
8.15pm: Meydan Trophy | Conditions (TB) | $100,000 (T) | 1,900m
8.50pm: Balanchine | Group 2 (TB) | $250,000 (T) | 1,800m
9.25pm: Handicap (TB) | $135,000 (D) | 1,200m
10pm: Handicap (TB) | $175,000 (T) | 2,410m.
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Engine: Duel electric motors
Power: 659hp
Torque: 1075Nm
On sale: Available for pre-order now
Price: On request
Packages which the US Secret Service said contained possible explosive devices were sent to:
- Former first lady Hillary Clinton
- Former US president Barack Obama
- Philanthropist and businessman George Soros
- Former CIA director John Brennan at CNN's New York bureau
- Former Attorney General Eric Holder (delivered to former DNC chair Debbie Wasserman Schultz)
- California Congresswoman Maxine Waters (two devices)
ESSENTIALS
The flights
Emirates flies from Dubai to Phnom Penh via Yangon from Dh2,700 return including taxes. Cambodia Bayon Airlines and Cambodia Angkor Air offer return flights from Phnom Penh to Siem Reap from Dh250 return including taxes. The flight takes about 45 minutes.
The hotels
Rooms at the Raffles Le Royal in Phnom Penh cost from $225 (Dh826) per night including taxes. Rooms at the Grand Hotel d'Angkor cost from $261 (Dh960) per night including taxes.
The tours
A cyclo architecture tour of Phnom Penh costs from $20 (Dh75) per person for about three hours, with Khmer Architecture Tours. Tailor-made tours of all of Cambodia, or sites like Angkor alone, can be arranged by About Asia Travel. Emirates Holidays also offers packages.
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