We took the first flight from Colombo on the 30th May 2023 at 20:35 and landed in DXB at 02:00 am on the 31st of May 2023 and we all were in DXB airport for 6 hours and our connecting flight was at 08:00am on the 31st of May 2023 at the boarding gate for our flight to LGW Emirates agents said that my mother can’t fly with us since my mother haven’t been to the UK over two years. She is 82 years old and we were pleading to the gate agent for her to fly once in the UK I will explain the situation. My mother was told to wait for the next flight back to Colombo at 16:30 and treated her like she was a criminal. Unfortunately I had to take the flight due to work commitments and leaving my 82 year old mother in Dubai as it was a foreign country and with her age I felt helpless.It was an error on checking office on the counters as well as the immigration officers in Colombo airport as they checked all the documents including the BRP card and didn’t mentioned any changes in the law. My mother hold BRP card, on the BRP (biometric residence permit) it clearly stating “NO TIME LIMIT” I was physically and mentally sick to my stomach the way my mother was treated by Dubai airport staff specially the Philippine origin lady. I told her that my mother need to take her medication on time so she have to have the meals on time the agent said don’t worry Emirate will provide my mother with food and water, however this was not the case my mother was told to sit and wait from 08:00am to 16:30 without a drop of water. They have taken her passport and she was escorted by the police like she was a criminal, she has gone through very unpleasant and prolonged experience at the Dubai airport.She was physical and mentally stressed due to this horrible ordeal. I want her to take the emirate flight to LGW to make a point that she is not a criminal and her to get rid of the nightmare that she lived in DXB airport.i have been writing to customer affairs team at Emirates for three months and still they haven't response to me regarding issuing the ticket for my 82 years old mother.
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