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How Dubai Airport staff saved passenger, returned cash, helped man travel after 5 years
Whether assisting with medical emergencies or providing a helping hand, DXB team’s quick actions and compassionate approach have often saved the day
- PUBLISHED: Sun 6 Apr 2025, 6:34 PM
- By:
- Web Desk
The safety and well-being of passengers are a top priority at Dubai International Airport (DXB). Whether assisting with medical emergencies or providing a helping hand, the team’s quick actions and compassionate approach have often saved the day.
Recently, DXB posted a video on its social media platform on how traffic marshals Balraj Singh and Adarsh Chandran sprung into action to help a passenger in medical distress at Terminal 1.
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During his shift at Area 3, Balraj noticed a passenger having trouble walking and quickly stepped in to help. As he approached, he realised the person was struggling to breathe and immediately alerted his team leader for medical support.
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Adarsh shared that the passenger had clutched his chest, showing signs of serious discomfort. The two marshals swiftly cleared the area, gently dispersing the crowd to give the guest space and privacy. They cordoned off the spot and stayed with him until help arrived.
While narrating the incident, Balraj said he strived to go above and beyond to help passengers "so they can leave Dubai Airport happily". Adarsh said, "If you look into this incident, you can see many departments were involved — Dubai Police, DXB medical team, dnata admin staff — different department staff, but we worked here shoulder to shoulder (to help).
This commitment to helping passengers was also demonstrated by duty officer (terminal operations, customer service delivery) Ahmed Abdulb, who helped a traveller take a flight after being stuck in Dubai for five years due to fear of flying.
He noticed someone running around the terminal, clearly distressed. "So we approached to understand what was going on. His brother explained, “This is the fifth time we've come to the airport. We've booked the ticket and completed all the formalities, but each time we get close to immigration, he starts to panic, says he can't breathe and refuses to travel. He keeps saying, ‘I don’t want to travel'."
Ahmed realised that fear and anxiety were triggering this breathing difficulty. The real challenge was helping him understand that his reaction was emotional, not physical, and giving him the reassurance he needed. "Our goal was to offer emotional support and calm him down so he could feel safe and in control. To me, hospitality means making the impossible possible — doing whatever it takes to ensure the passenger feels satisfied and happy so they remember us and want to return.
Later, the passenger's brother messaged Ahmed, thanking him for his support and informing him of their safe journey home. "I see all guests as family. This encourages me to help, support, and do my best to keep the operations smooth and solve any problem.
In February, Dubai Police tracked down a traveller's bag containing over Dh25,000 cash at Dubai International Airport, returning it to its rightful owner within 30 minutes.
Munir Said Ibrahim, an Egyptian traveller, had accidentally picked up another passenger’s luggage from the baggage conveyor belt, mistaking it for his own due to its similar shape and colour. In a rush to catch a connecting flight to China within an hour, Munir realised the mistake and went to the airport police office in the arrivals hall.
After receiving the report, the on-duty officer quickly formed a task force, tracking Munir’s movements from the moment he entered the airport. They reviewed surveillance footage and contacted Emirates Airlines, with whom he had flown from Cairo.
The investigation revealed that Munir’s bag had been swapped with an Egyptian female passenger still waiting in the airport corridors for her relatives. She was unaware of the mix-up and was surprised when the police arrived, explained the situation, and returned her bag.
In 2018, a first-time Pakistani visitor to Dubai was saved by a Dubai Airport employee after he suffered from a heart attack and collapsed at the airport.
Talal Al Hubeishi was the operations officer whose quick thinking helped save Mohammed Sadiq's life. When Talal spotted the passenger passed out on the floor, he reacted immediately to resuscitate him by administering CPR until the paramedics arrived.