Emirates has issued a public apology after a family was asked to leave a flight over a misunderstanding regarding a medical certificate last week.

Isabelle Kumar’s son Eli has epilepsy, she allegedly pre-warned airline staff of his condition, however was unable to produce a medical certificate when first asked.

After a call to Eli’s doctor prior to takeoff the family produced an emailed medical cert, however according to a statement from Emirates, the airline staff acted on advice from its medical team, and the family were asked to leave the flight.

Isabelle Kumar tweeted her story

Thanks @emirates for removing our family from your flight. Our son has epilepsy: we had told you, just come 14 hr from Melbourne, got his doctor on the phone & medical clearance while still on board. He has #autism & severe learning difficulties – v traumatic. pic.twitter.com/1JXw9A4EYM

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— Isabelle Kumar (@Isabelle_kumar) July 25, 2018

The family disembarked the flight

The Kumar’s were offered a hotel stay and placed on a flight departing the following day.

Emirates released this statement

“We are very sorry for an distress and inconvenience caused to Ms Kumar and her family. Such situations are usually difficult for operational staff to assess, and they opted to act in the best interest of our passengers’ safety as well as on advice from our medical team. Our customer service team has been in touch with the family, and we have offered them complimentary hotel stay while in transit and rebooked them on another flight departing on 26 July.”

Emirates spokeserson