Tag Archives: Terry Daly DSVP Service Delivery

Wall Street Journal’s article on bad working conditions in Emirates Airline

This article doesn’t cover the worst issues and it covers only problems with cabin crew, when in reality EK has problems with all the departments and staff, but it still represents an important break through in revealing how much exactly Emirates Airline managers abuse and exploit their employees.

You can find the article here and this is its content:

Emirates Airline is fighting an unusual headwind: labor trouble.

In the U.S. and Europe, the Dubai-owned carrier, the world’s largest international airline by traffic, is fighting accusations by rivals that it benefits from unfair government subsidies. Back home in Dubai, however, it is engaged in a rare tussle with its own cabin-crew staff.

According to current and former staff, cabin-crew employees have been complaining internally about a host of issues, including accusations the airline is asking crew to work more hours and shortening layovers between connecting flights. In response, Emirates is hosting a series of unprecedented meetings where staff can air grievances directly to senior management. It also recently suspended a performance-evaluation system of cabin staff conducted after each flight that employees complained was too critical.

Labor trouble is a frequent headache for global carriers, where strikes and other job action can lead to disrupted service. But in Dubai, a semiautonomous monarchy that is part of the United Arab Emirates, strikes and unions are banned. Emirates has long been a demanding employer, especially for cabin-crew personnel, requiring rigorous training, including in etiquette and grooming.

An Emirates Airbus A380 flies above rooftops as it comes in to land at London’s Heathrow Airport. But cabin-crew staff also enjoy benefits not typical at many other airlines, including free accommodation and transportation to and from work. That has all helped keep a lid on open labor strife among its roughly 20,000 cabin-crew employees at least until now. The dissent comes as the airline is growing rapidly and trying to recruit aggressively to fill its cabins. Emirates carried 44.5 million passengers in its last financial year, and forecasts 70 million passengers by 2020.
It plans to hire 5,000 more cabin staff this year, to accommodate growth and attrition. That fast clip is straining current staff, according to some employees.
Flight attendants say they are having to work more shifts, with shorter layovers. First-class attendants, who typically work their way up to their postings in premium cabins, are being asked to work in economy to make up for shortages there, according to these employees. Many cabin-crew staff had some annual leave allocation deferred last year, they said.

Emirates said in a statement that it hasn’t shortened layover times, and any changes to staff routines are exceptions that comply with safety rules. Staff have to work in other cabins at times, the carrier said. Emirates didn’t immediately respond to a request seeking comment about deferred leave.

The company also declined to comment generally about cabin-crew complaints, and it declined to make executives available to comment for this article. Saif Al Suwaidi, director general of the General Civil Aviation Authority, the U.A.E.’s airline regulator, said issues about airline labor conditions are a matter to be sorted out between staff and management.

The new gripe sessions announced earlier this year are one way Emirates is trying to manage the complaints. In an email in January to staff announcing the meeting, Terry Daly, Emirates’ senior vice president of service delivery, wrote he was aware that there are a number of subjects that are causing concern at the moment. He called the meetings “an opportunity to talk about these directly with me” according to a copy of the email reviewed by The Wall Street Journal.

Emirates has held three sessions so far. The first meeting, held last month at Emirates’ Dubai headquarters, dragged on for double the scheduled two hours, according to three attendees. In a statement, Emirates said the forums last month were just one of many ways employees could communicate with management. “We have always encouraged open dialogue”, the carrier said.

Emirates Chief Executive Tim Clark has recently weighed in. Late last year, he started to send a quarterly update email to employees, soliciting feedback from staff. But he also warned about gossip mongering: “I am astonished by the range of colorful stories that sometimes do the rounds in our company”, he wrote in October. His advice, he continued, according to a copy of the email reviewed by the Journal, is to “keep well away from naysayers and gossips and focus instead on our ambition to be one of the most loved lifestyle brands”.

Write to Rory Jones at


Story of an Emirates cabin crew who found another airline job

Hi Dragana!

Just thought I would share with you my Emirates experiences to use or not use as you wish!
I joined EK in January 2012 and was assigned a room in the now non existent Hamad Lootah Building. After one week (when I learned how to log in to our lovely portal) I saw an email from Accommodation stating that I had to move by the end of that week to a vacant apartment in Al Nahda in a new building, or into a vacant room.
Imagine you’ve just unpacked, you’re stressed, at Training College with a bunch of “seniors” speaking to you each day like you are a retarded onion…and you have to move, again!
Whatever, it’s just teething problems.
After two months, I had just started flying and all of a sudden my appendix burst on a flight back from Doha. Luckily my senior there was a caring, professional adult and took me immediately to the clinic on landing which happened to be closed.
There was however one doctor working late who took one look at me and took me straight to hospital where I received emergency (life saving) surgery. She stayed there with me and also contacted management on my behalf.
When I came out of hospital after a week, there was only one more week covered by a sick note. Towards the end of that week, that AWFUL telephone rang in my apartment and it was my manager Hassan el Dimassi. His first question to me was “when do you expect to be back at work?”. Nice.
I had a prolonged recovery which took almost three months. I was petrified I would be fired but I couldn’t work, and I was frightened I wouldn’t be able to do my job properly after three months off. I developed  sleeping problems.
Despite Doctor’s notes, I still had to go to Attendance Management meetings where I met Michelle Dmello for the first time. An awful woman who doesn’t care about people in the slightest. I had to have a disciplinary hearing with my new manager, AM, and HR immediately after a TRV turnaround. Thankfully my Doctor insisted on being present and she spoke on my behalf as I spent most of the meeting in tears.
During the time I had been off, I used up the statutory sick pay. After this, you stop receiving your basic salary. One month, my payslip read -500 AED. I owed EK money for being unable to work. My stress and anxiety levels increased.
Two months later, although back flying, my sleeping was terrible and all the initial signs of depression began to show. Things finally came to a head when my ex committed suicide back in my home country. I spiralled into a severe depression and could barely get out of bed. I lost a lot of weight and weighed only 46kg. I could hardly make a cup of tea, let alone serve 310 pax in economy on a day flight to Glasgow. I was signed off sick from work again, but this only increased my problems as I had these sick days deducted from my salary again.
I went to EAP and saw their head of Psychology, a local lady who was terrible at her job. Hard enough to talk about anyway, she said of my ex’s suicide “We treat people with much worse problems than you dear, inshallah your sleeping will be fine.” A great, supportive response to just another staff number who can’t sleep.
Eventually I saw another psychologist in EK, without who I probably wouldn’t be where I am today. She was nothing short of amazing. Emirates DO have the staff who genuinely care about others, but they are few and far between.
I returned to work but never managed my sleeping problems and still went to work with that awful anxiety and suffered panic attacks at least once a week. I won’t go into detail with all the Image & Uniform stuff and all the ridiculous other things you have to deal with at work with seniors and management but I never fully enjoyed my time at Emirates after this.
I met Michelle Dmello once more after I developed food poisoning in Brisbane and had to stay downroute. I had called sick too many times over the year; reasons for which she had in front of her. So, I began with the obvious which is “how do I come to work when I am so weak I can barely get myself to a bathroom every five minutes?”
Well you heard it here first. That thing that people just love to get on purpose and spend three days in agony on a drip in a hospital is avoidable. She’s a joke. When I said something to this effect in the “meeting”, she told me I had an attitude problem and needed to be careful what I said. Fear/reporting/blahblah.
You and so many others are right when you say that this fear and reporting culture results in an unhappy, unhealthy workforce. I have now moved to another airline where sadly a lot of the “office culture” remains the same but the conditions of my contract far outweigh those of Emirates and overall I am much happier….and I can sleep like a normal human being again!
Cabin crew's email

Cabin crew’s email

Confession of one depressed Emirates cabin crew

One female Emirates cabin crew committed suicide a few days ago in Emirates accommodation. Out of respect towards her and her family we will not write about her case and the reasons why she did it, but here is a story of another former cabin crew which perfectly explains how depressed EK cabin crew are and how nobody takes proper care of them except few individuals from medical profession who often don’t follow company’s rules in order to help their patients. 
This girl was being forced to resign due to her condition. This is her confession on how she went through that and how she fought her way through cruel and inhumane system. 

Hi Dragana,

I’ll try to make it not too long but detailed enough for people to know what happens behind Emirate’s “welfare”.
First of all, Emirates employees don’t have access to a private health insurance being subdue to company’s clinic and their General Practicioners. If you need to see a specialist you have to go to the one they refer you to, wether you like it or not. If it’s not working and you’d like to see another doctor, well, good luck with that.

I joined Emirates when I was 21 and I had little on my pockets but was full of dreams and determination. Not even 1 year in the company I started to feel down. The things that annoyed me a little in the beginning started to add up quickly and became major issues. I also soon found out that an abnormal number of the staff is severely depressed and/or alcoholic. With the lifestyle provided by the poor work conditions in this airline it is really not surprising.

I started to feel empty and sad the whole time and tired, really tired. I was oversleeping and overeating and my whole body system was going downhill and I didn’t feel like getting out of bed. I was in a sleeping-and-going-to-work cycle, I spent almost my entire spare time sleeping and sometimes I even took sleeping tablet merely cuz I didn’t see the point in staying up. I went to see a doctor at EK clinic and he immediatly recognized that I was depressed and suggested me to see a shrink. I was prescribed antidepressants which takes you out of the roster for a while – long enough to break any changes of an upgrade because you acquire too many sick days. It was a long going back and forth to the clinc, to the shrink: change of medication, sick leave, theraphy.
At this point I don’t think it is necessary to detail how I felt. Depression is too easy to judge but only who has been through it knows what it feels like.

It is important to stress that nothing goes confidential in the airline and that suicide is ilegal in the country. When you join Emirates you are to state if you had depression before. I ticked the box that said I didn’t. In fact I have never been diagnosed with depression even though I did mention to my shrink that I have felt similar to that before. Of course he mentioned that in his report and of course Emirates knew about it.
I must say this very one doctor that left EK clinic for feeling his hand were tied the whole time – and therefore I will preserve his identification – called me and warned me that they would push me to resign, he asked me to come to the clinic before opening hours because, of course, all appointments were taken. Early in the morning he showed me an e-mail he received from the doctor responsible for the clinic saying that I lied about having depression and that they don’t take cabin crew with history of depression. They were trying to get me to confess that I lied about a pre-existing condition and by doing so they could terminate my contract.
Dr A (as I’ll refer to him from now on) was a kind soul, a good doctor and he couldn’t diggest Emirate’s policy of neglecting proper medical care to its employees. He wrote to the doctor atesting that I have not being diagnosed with depression before and that I was seing a psychiatrist that said I was responding to the treatment. Not being thoroughly convinced, the doctor in charge demanded that I saw an aviation psychiatrist in Abu Dhabi and I would have to pay the consultation from own pocket and so the transportation. I am ever so grateful to Miss Mirjana who work for the Employee Assistance Program – she used to be cabin crew and she knew what it is likely; mostly likely she knew what she could report from what you told her. Mirjana drove me with her own car without taking any money from me all the way to Abu Dhabi and back, she accompanied me to the doctor and she offered me therapy sessions with her which definetly have helped. If I haven’t came across her and Doctor A I honestly don’t think I would have managed to overcome Emirates trying to force me to resign.

There is much about depression that goes unmentioned in this company. The reason I concluded they don’t accept people with history of depression is because they know the already huge number of depressive crew who are put out of the roster, who resign or who suicide and they can’t afford to have people with feelings and problems, they want robots or happy-sappy 21 years young who believe it is a great place to be. They undercover all story of suicide. I would like to see statistics and facts about Emirates employees who have been through depression and the ones who lost the battle against it while in Emirates.

One of the times I discussed possible treatments after a few pills that didn’t result in positive effetcs I was seriously recommended to undergo ECT and that Emirates would not pay for it and mostly likely not keep me in the job. I won’t go into the controversials of ECT, I just want to highlight I was recommended to go through it on my own: the company that was suposed to spounsor me was leaving me to my own lucky not caring about my conditions to afford something like that, to find another job, wether I could go back to where I come from or not  and nonethless for my health.

I do give Dragana the permission and encouragement to make my story public. “Truth is a daughter of time” and Emirates Airline labour practices must be known.

Crew's email.

Crew’s email.

Emirates cabin crew fired for complaining to GCAA, ACAA and IATA?

According to this e-mail from one senior staff, Emirates Airline cabin crew complained to GCAA, ACAA and IATA on illegal layover length, fatigue and breach of safety rules and they got fired due to “inappropriate behavour”. Apparently, according to Emirates Airline managers, it’s inappropriate to contact international regulative organizations responsible for aviation safety and rules to complain on violation of those rules.

This is the e-mail that I have got today:

Hi Dragana,

i hope you are doing alright..
it took me sometime to find the courage to send this email to be honest im a bit afraid of loosing my job.
anyhow, here are some new stuff been going
i have xxx godforsaken flight to JFK during the snow storm where they had only 10 hours layover…. 4 of the crew xxx decided to make an official complaint to GCAA, ACAA & IATA , the e-mail was successfully sent , read and replied to… however, apparently emirates has it own people everywhere, somehow Mr. Terry received a copy of that e-mail ????

and as you know these days he is operating ” OPEN FORUM ” same one as Anoma did which led to your termination …. needless to say  its not going well as only about 400 crews decided to show up which made him say its an “isolated problem” ( because half of them are on leave and the other are operating, which he didn’t think of ) the point is he had a meeting with those 4 crews who sent the e-mail to GCAA and guess what happened after a long lecture about work ethics and bragging about how emirates is feeding them and their families , it ended up by 2 of them being terminated due ” inappropriate behavior “   how ironic… apparently this is the reason to termainte staff when you don’t have a reason, as for the other 2 crews since they didn’t use their company email to send the complaint they were blessed by a final written warning and … wait for it ….. leave balance forfeiting … swap freeze …. no access to company e-mail… WOOOW now the manager will send them email which they cant ready and they will be terminated ….
disregarding how unethical and a severe breach of company/uae labor laws which emirates is anyhow above it, they had to accept it because of their financial problems and their knowledge that they can’t get a better or same level job back in their countries … how sad…but true..
as we speak there is another open forum is going and i’ll send you the outcome when i get it.

as for EKAS
after Mr. walter promised to take EKAS to the new level… i can’t deny he did some improvements (THANKS TO YOU AND YOUR BLOG)
Mr. walter had several meetings with MASs and ASMs on how to make EKAS better ( for the company )
and the out come was ( as per some ASMs whom im close friend with )
1- all staff with more than 60 hours sickness are not entitled for grade.

2- verbal warning to be issued for staff who don’t comply with uniform and image standards…

3- sick reporting is now 5 hours before duty, any call after that will not be documented and staff will be marked absent ( great now i have to wake up 6 hours before my duty to see if im fit to work or not)

4- no more LOCAL LEAVES authorized by ASMs or MASs.
and yet more to come… im just waiting for walter to publish them ( i doubt it )

and hey .. do you remember that glorious day for emirates on 19 Dec where they had a record of passengers numbers ?
here is something for you about it, Mr. walter was so generous and gave all staffs who were working that day 25AED meal voucher BUT.. no time for the staff to eat, i was doing morning shift that day, and i witnessed staff who had 8-9 tasks on 10 hours shift, with a maximum break of 15 minutes ( time between gate to another) and when someone called RTC they bluntly informed the staff there is no break in your contract …..
staff were asked to perform all kind of tasks including remote departures/arrivals SAT and boarding.. and due to lack of staff that day many flights were without enough staff and some without Gate supervisors and i know some of the staff who had no GS on their flights got warnings because the flight was delayed….
how would you expect a staff who only got trained for boarding (BAMBAM) in 2 weeks to do a job that requires intensive system experience..
i can’t recall allllllll the incidents that happened with details , but you have my word, your blog will be my tongue.
eveyone (who is not a hypocrite or an ass kisser) is very proud of you and what you have achieved for us.

thank you for everything.

Email from a senior Emirates staff

Email from a senior Emirates staff

True life of an Emirates Flight Attendant – anonymous report from EK cabin crew

This article excerpt is taken from another popular website. I guess that truth really is a daughter of time.


When it comes to ME3 flight attendants, there's a lot of fear and sadness beneath those red hats and behind those gleaming smiles
When it comes to ME3 flight attendants, there’s a lot of fear and sadness beneath those red hats and behind those gleaming smiles.


The real story behind those flight attendants’ strained smiles is one of fatigue, gross mistreatment, abhorrent living standards, deception, mistrust, and even alcoholism, depression and suicide.

Those girls in little hats serving you onboard your ME3 flight fly almost twice as much as their counterparts at European carriers. Some U.S. airlines allow their crews to fly high hours, but they have rules in place for work and rest that are largely ignored by the ME3. Fly in from Manchester at 7 a.m. and go back out to Perth at 2 a.m. the next morning? This type of schedule is par for the course at the ME3, yet would be illegal in the U.S. or Europe.

This is just a part of the article. Read the whole story, along with the readers’ comments, here:


How safe is it to fly with Emirates – testimony of one cabin crew

After many recent plane crashes safe flying has become a regular topic in media. Not without a reason.

This is just a first article in series of articles about illegal and safety endangering practices in Emirates Airline (EK). Since the safety problem in EK is so big, it requires many inputs from cabin crew and pilots, which I am lucky to get on a regular basis so that I can make a full picture of safety deterioration in Emirates in past few years.

According to pilots and cabin crew, flying with Emirates Airline is less safe than it used to be. One could ask why is that? Answer is simple: greed, money and management’s incapability to deal with the growth of the company.

As usual, I have no intention to advise anyone not to work or not to fly with EK. Instead, my intention is to leave a trace about the fact that employees of Emirates Airline were worried about their safety and the safety of the passengers even before any serious accident occurred (and let’s hope it will never occur).

It is very easy to blame the flight crew for errors in flying the plane. Media will always assume that crew was well rested, well paid and motivated to work. Especially when they write about Emirates Airline, because there is a false public image about working conditions in EK.

Well, EK flight crew is exhausted with short layovers, unpaid extra working hours, working more than legal flying hours, lack of leave and vacation, inability to report sick or fatigued without being suspected of lying about it and new questionable procedures of authorities which make easier for all of this to become legal.

These articles have the purpose to warn on flight crew’s exhaustion and incapability to fly the planes safely due to fatigue, lack of motivation and weariness issues.

First input about onboard safety is coming from cabin crew. Service delivery department in Emirates Airline is in chaos right now. Thousands of cabin crew are resigning and there is not enough crew to operate the flights, so some flights are delayed. At the same time, management has no answer on this shortage of staff than to make more pressure and make it harder for crew to report sick, forcing them to fly even if they are fatigued and to make them do couple of turnovers per day or have illegally short layovers. The same thing is happening with EK pilots.

The next two quotations are from persons who sent me their inputs on cabin crew’s opinion on onboard safety.

Concerned email

Concerned email

“I just wanted to tell you about something I heard today…. There was a flight today that departed at 5pm to NY and Cuz of delays caused by bad weather the crew will have 10 hours layover after God knows how many hours flight… And u know that those 10 hours will become 7 or even less Cuz of the time lost with transportation from airport to hotel, etc. I heard from a “friend of a friend” that some are planning to send a complain to  GCAA.
I wish u could investigate more and post it on your blog.
I’m glad I could help with some info.”

I have checked this info with EK cabin crew and this is what I’ve got:

Input from cabin crew about illegal layover.

Input from cabin crew about illegal layover.

“Dear Dragana,

I do know actually. The layover was 15 hrs, whereas in JFK the journey from the airport to the hotel on an normal snow-free day takes approx 1 hour and we get the wake up call the next day 3, 5 hrs before departure. A simple calculation will show, that the crew had 10 hours rest after nearly 15 hour flight (17 hour duty). I will include a screenshot of trip details of the particular flight for you.

Complaining to GCAA makes no sense as we all know that H.H. Sheikh Ahmed Bin Saeed Al Maktoom is the chairman of Emirates Group AND a chairman and board member of GCAA. This flight is most probably “legal”, because the official rest time is over 11 hours.

The only option I see, is to give these pieces of information to international media or to question this legality from FAA. Although the rumor says, EK paid a fine for this action…

I personally find it outrageously irresponsible from EK to endanger and play around with the safety of 500 passengers and 30 crew, only to prove their ability to disrespect and ignore all the advices and forecasts from the US.

On this day some 1,400 commercial flights were canceled, according to American, Delta, JetBlue, Southwest and US Airways were among many airlines that announced winter-weather waivers. Most will allow passengers flying to or through the Northeast to make one itinerary change without paying a change fee. The companies  carrying out these 1’400 flights found the necessary assets in their budgets in order to comply with safe practices in aviation. But EK is willing to possibly loose 530 people,  to operate with totally fatigued crew who cannot be held responsible for any unsafe decision, who’s reaction to possible hazards like fire, smoke or disruptive passenger are at their lowest, just so that they won’t loose money and wouldn’t have to deal with a problem –  where to book these 500 people if all the flight to JFK are always oversold?

Would love to hear managements comment on that!”

Layover duration in the EK system.

Layover duration in the EK system.

It is such a shame that morally corrupted managers managed to damage such a big company so much in such a short period of time. Or as one pilot said it on one website for professional pilots:

“Perhaps someone can provide some examples of situations where pushing things – people or machines – to the absolute limit, had a happy ending?”


Emirates cabin crew raped in Emirates accommodation?

Another disturbing news coming from Emirates Airline about the treatment of female staff specifically.

Apparently one Serbian girl came to Dubai to work as a cabin crew for Emirates Airline recently. She was followed by the rapist and was raped in her apartment in Emirates accommodation just 8 hours after she arrived in Dubai!

Every Emirates accommodation building has a security. Ground staff accommodation has one security person in every building. Every visitor must call the person they are visiting to come down and confirm the visit to the security.

Every Emirates accommodation for cabin crew has wider security and cameras in the halls.

During every visit (even to your colleague in another building) you have to leave your staff number and to sign in and sign out your visit. Visitors are not allowed to stay after 1:00 AM without a permission. Visitors who are allowed to stay over night can not be of opposite sex, and for female ground staff they can only be their mothers and sisters. Male ground staff are allowed to accept their fathers and brothers for an overnight stay.

All Emirates staff pay for their accommodation and it’s not free of charge. So, even if staff pay for the accommodation they still have harsh restrictions regarding visits to their apartments.

Considering all of this it is just unbelievable that someone managed to pass all of the security check points and to rape a girl in her own apartment!

What shocks even more is the fact that this girl was, apparently, blamed for being raped (?!).

It is a known fact that Emirates Airline managers do not care about their staff’s well-being and safety, pushing them to work and fly well beyond physical and mental boundaries and against all legal frames. But this case just raises the issue of EK staff’s safety to another, completely scandalous level. 

This is the message which I have got today from one EK cabin crew:

Message from cabin crew about the raping

Message from cabin crew about the raping

I want to ask u as well if u know this sad fact happened on 26th of january,1 serbian girl came to dubai to be emirates cabin crew and was alocated in razooki bldg, al nahda. After 8 hours she arrived in dxb, 1 nigerian guy entered her bldg because the security was not at reception and followed her, entered her apt and raped her. The guy run away from the entrance of the bldg with the security already there, and afyer few minutes the girl appeared on the video shaking and crying… police was called but if course nobody knows who is the guy and the girl was told that “if she was raped, is because she was probably provocative to the guy and it’s not his fault” bla bla bla all same bullshit of dubai xxx.

Do u know anything about it? Im trying to find out with friends living in the bldg… one of the questions xxx, how come for our family to come into dubai they need so many papers, authorizations, visa andnfor anyone to enter the bldg innemirates accommodation and rape our colleagues is so easy??? Hiw mr. Terry daily and emirates expect us to be motivated to work if we know we can be the next victim of horrible crimes like this?


Hi Dragana! Thx for ur answer, this story is true cause i askes  xxx I asked s9me of my friends living there and on the bldg next door, kalifa, and they told me there was lots of police cars there on this night and all of them said is true story. I wanna find out who she is but they said shes back in serbia already.




As usual, this blog’s author is trying to double check all the information that she is getting. Nevertheless, Emirates Airline tends to cover up and hide these sort of incidents and they don’t want to talk to me, so I have no choice than to publish the news and ask Emirates Airline to deny it. If they have the proof that it didn’t happen I will delete the article and apologize.