EMS Air Ambulance & Medical Repatriation Ltd. Avis 95

I had a very concerning experience with EMS Air Ambulance & Medical Repatriation Ltd.

We were arranging urgent air ambulance transport from Houston, Texas to Chennai, India. EMS initially issued an invoice for USD 196,000, and we initiated payment based on their communications and the understanding that the transport could proceed once payment/proof of payment was handled. After the payment process was underway, the position changed, and we were told funds had to be fully received before any next step could proceed.

After EMS later confirmed receipt of funds, they did not proceed on the originally quoted basis. Instead, they issued a revised quotation for USD 378,000, which was almost double the original amount. We did not accept that revised quotation.

We formally disputed the matter and requested a refund or a written explanation with supporting records showing the contractual and factual basis for retaining any amount. We also requested copies of any booking confirmation, acceptance record, cancellation-fee basis, and itemized costs. EMS has since gone silent and has not provided a substantive response or resolution.

Given the lack of response, we are now pursuing legal options to recover the funds.

If it wasn't for Nextgen Debt Recovery I would be 50k out of pocket, check them out they will help you get your money back.

Our family got in touch with EMS because we needed to transport a sick family member back to Germany. EMS pretended to find a suitable hospital place and was not able to do that which is fine because in Germany this is a difficult task - especially in the field of psychiatry. So the project was called of and the service was not delivered. That was not a problem for us. But then the trouble began. We paid €7.500,- for the service and €3.000,- for flight tickets for the transportation (which didn't take place). Since 5 weeks we try to get in touch with EMS to resolve the situation. We wrote many Emails - but EMS just doesn't answer. They totally disappered and hide. They keep all the money - even the money for the flights that have not been used. We have the feeling that EMS is a scam and fraud and only there to rip off desperate people that need to solve a medical emergency situation. It is extremly disappointing and heart breaking to see something like that happen. Please be aware!! Because they are located in the UK it is very difficult to get a hold of them and unfortunately EMS is not willing to cooperate at all. It's an undignified shame that a company is able to behave this way.

We transferred a large amount of money to EMS Air Ambulance & Medical Repatriation Ltd. for medical transport services. After receiving the funds, the company made further unexpected demands for additional payment, including claiming that a second medical staff member was required, even though the original arrangement was for only one medical staff member.

They also referred to airline tickets, yet no proper documentary proof of any ticket purchase was provided, despite requests for booking confirmation, ticket numbers, payment proof, and fare conditions.

When asked to justify the additional charges and clarify the use of the funds, the company did not properly address the key issues. Instead of giving clear evidence and a straightforward refund process, they responded with legal threats and accusations of defamation.

Based on my experience, I cannot recommend this company. I strongly advise others to deal only with providers whose arrangements, medical requirements, and travel bookings can be independently verified, and, where possible, to work directly with established companies through clear and documented channels rather than relying solely on remote assurances.

If the refund is made and this matter is resolved properly, I will review and reconsider this review.

De bereikbaarheid, communiciatie, kunidgheid en behulpzaamheid van de medewerkers, zowel aan de telefoon als de begeleiders ter plaatse was perfect.
De overbrenging per ambu van Spanje naar Nederland verliep vlot en met hele goede en persoonlijke begeleiding.

My mother had to be repatriated from hospital in south of Spain to the Netherlands. EMS has been in constant contact with me about her medical situation and at which moment the transfer would be possible. EMS has been so very dedicated in this repatriation. It was a relief for us that we could rely on their experience and fantastic medical and logistics team.

In our case, a medical repatriation from Spain to Austria was necessary, and I can only say that I am incredibly grateful for the excellent and fast support from EMS. After requesting a quote, we received an offer very quickly, and they also contacted us by phone right away to clarify the details.

The overall process was very efficient. The only delay was due to the airline, as their approval took a few days (in our case, it was a medical repatriation via a commercial flight with a medical escort). During this delay, I would have appreciated more frequent updates, but that is the only point I could criticize.

Communication was always very good, both in German and English, and all my questions were answered quickly and reliably.

The doctor who accompanied my sister on the return flight to Austria was incredibly kind, and we were kept informed throughout the entire day of the transfer about what was happening and how they were doing. Once in Vienna, the doctor also had a discussion with the responsible physician on site and then updated us on everything that had been discussed.

I never thought I would find myself in a situation where we would need to arrange a private medical repatriation, but EMS truly supported our whole family through this very difficult time. I can wholeheartedly recommend this company!

Working with EMS was difficult from a financial perspective. They required full payment up front, but they didn't accept credit cards. We had to wire them the money. Not everyone can do this. Even then, they told us the wired funds hadn't cleared and we would have to wait an additional day hoping they would clear. This was extremely inconvenient. We contacted a competitor of theirs who would actually put a hold on credit cards and give us five days after the transport to arrange final payment method with them. If EMS had handled money this way, I would have given them a 5.

euro cross and ING travel insurance are one big scam. They let us down in austria disgusting and disgraceful. My wife was hospitalized and operated in Lech and only with the phenomenal assistance of EMS she was repatriated back home to Holland. They stood with us from the beginning to the end. A big round of applause also for ambulance staff willem and henk!!! Not cheap but EMS delivers as advertised. If i could would give them all the stars of the milky way ☀️

From my initial contact with EMS, with my wife just having undergone emergency surgery in Italy, to our delivery home in the UK a few days later, we felt that they were 'on the case' and fully committed. With regular updates and requests for information, we knew things were being arranged in the background. With the arrival of the paramedic, Nico, the evening before she was being discharged from hospital, his professional and calm approach immediately reassured us that everything would work out well. He spoke to my wife and carried out some tests to satisfy himself that she was fit enough to fly home the next day on our scheduled return tickets. Nico just has a presence that he is on top of everything. He knew who to talk to, and how to talk, to make sure everything slotted into place - the taxi, wheelchairs, fast flow through baggage check and border control, support of the cabin crew. He monitored my wife's condition before and during the flight and she was able to relax and not stress.
On arrival at Heathrow, the efficiency of EMS ensured that a patient transport ambulance was there to take over from Nico and to take us the 250 km home. The ambulance team were friendly and helpful - it was a long drive in the dark and often with heavy rain on the motorway, it was a comfortable journey and my wife was able to get some sleep. I offered a cup of tea when we got home but they cheerfully declined in order to get back on their way.
Thank you to everyone at EMS, and their partner services, for making this happen, and particularly to Nico, a really nice guy and a highly professional paramedic.
I hope we never require repatriation services again, but if we did, it would definitely be EMS.
Thank you
Martin & Sue Manning

Based on my experience, I would not recommend this company.

Following a spinal injury abroad, my family arranged a medical repatriation with EMS Air Ambulance & Medical Repatriation Ltd. The service cost over £40,000 and was advertised as a “bed-to-bed” medical transfer with medical escort.

Unfortunately, several aspects of the transfer raised serious concerns regarding communication, continuity of care and clinical handover.

During the planning stage, we were repeatedly reassured that the transfer would take place imminently, which later proved not to be the case. Important questions about the process and timing often remained unclear.

After arrival, the healthcare staff left before any clear clinical handover could have taken place. Due to a language barrier between the healthcare staff and the receiving ambulance team, clinical information could not have been exchanged directly.

Medication was handed to my partner in a bag without a clear explanation, and no written documentation regarding the medication administered during the flight was provided to us.

The boarding process itself was also extremely distressing. I was transported through the aircraft in front of passengers, some of whom were watching and, in some cases, taking photos, which was deeply humiliating in an already very vulnerable situation.

What has been most disappointing is the company’s response afterwards. Despite a detailed complaint raising patient safety concerns, the company has stopped responding to correspondence entirely.

Even if a company disagrees with a complaint, ignoring concerns and refusing dialogue is not what one would expect from a medical transport provider.

I am grateful that my condition remained stable during the journey, but it is concerning to think how similar issues might affect patients in more critical situations

EMS Air Ambulance was absolutely amazing! Their staff was very compassionate, respectful, reassuring, and supportive! I love how they updated me at every step of the way, which eased my anxiety and mind! My dad was truly in phenomenal hands with the medics, pilot, nurses, and staff! This company saved my dad’s life! I can’t thank them enough! God bless!

We would like to express our sincere gratitude for the excellent medical transport service you provided for our family. Everything was very well organized and executed exactly according to plan from the beginning to the end of the journey.

The transport was organized bed-to-bed – from our home to Sofia Airport by ambulance, then a medical flight to Munich Airport, and from there another ambulance to the clinic. The return journey was arranged in the same way, and everything went smoothly, precisely, and without any problems.

The communication was clear, the organization was at a very high level, and the entire team showed professionalism, responsibility, and great attention to detail. This made a very important and difficult journey for our family much easier and calmer.

We highly recommend your services to anyone who needs professional and reliable medical transport. Once again, thank you, and we wish you many more satisfied patients and families in the future.

I paid a £3,589 (10%) deposit to EMS Air Ambulance & Medical Repatriation Ltd for the urgent transfer of my father from Málaga to Cambridge. Sadly, my father passed away approximately 30 hours later before the transport could take place.
I contacted the company to request a partial refund, as their terms state that refunds may be applicable where the inquiry is still at a preliminary stage and minimal administrative costs have been incurred.

I attempted to contact the company several times regarding this request. At the time of writing, I had not received a response.
This was an extremely difficult time for my family, and I was disappointed not to receive communication regarding my enquiry.

This review reflects my personal experience and understanding of events at the time, based on the information available to me

Transport from Spain to Switzerland. They liaised with both hospitals, arranged ambulance transfer and private air ambulance.
Throughout the journey we were kept updated with the progress.
Very happy with the service.

Wir benötigten einen Transport für meine 80jährige Mutter aus der Schweiz nach Deutschland.
Wir waren sehr zufrieden. Es hat alles reibungslos funktioniert. Wir wurden jederzeit über die einzelnen Schritte informiert. Das Team, dass meine Mutter transportiert hat war sehr empathisch und medizinisch geschult.
Meine Mutter war sehr zufrieden und fühlte sich während der gesamten Fahrt gut betreut.
Wir können EMS sehr empfehlen.

Alles gut organisiert, lediglich die
Kommunikation vor Transport könnte verbessert werden.
Update: leider habe ich bis heute , trotz Nachfrage, die zugesagte Bescheinigung über die medizinische Notwendigkeit nicht erhalten. Damit werde ich wohl auf den gesamten Kosten sitzen bleiben‼️ ‼️
Es hat sich alles geklärt, ich habe das Zertifikat bekommen. Danke dafür 👍

Ik kan niet anders dan alleen maar complimenten geven. Wij zijn zeer tevreden over de communicatie, contact dat onderhouden werd met met artsen en de rit in de ambulance met deskundig en vriendelijk personeel.

EMS were efficient and handled the transfer from France so that all ran smoothly. The paramedics were kind and reassuring for my relative during this difficult time