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 mi... Voir plus
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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 E... Voir plus
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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 the... Voir plus
Liebes EMS-Team, ich möchte mich für den perfekten Rücktransport bedanken. Von der ersten Kontaktaufnahme am 26.12.2025 bis zum Transport am 27.12.2025 um 10 Uhr morgens vergingen... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
At EMS Air Ambulance & Medical Repatriation Ltd, we are more than just a company; we are a team of dedicated professionals with a deep commitment to provide world-class medical care. Our mission is clear: to deliver the highest quality (air) ambulance and medical repatriation services while emphasizing the importance of compassion and empathy during times of crisis. Our Promise: The health and safety of our patients is our primary concern at EMS. We pledge to make every patient a priority, every journey a testament to our unwavering commitment to quality care, and every mission a demonstration of our dedication.
Need fast, reliable medical transportation?
Écrit par l'entreprise
- EMS will take care of it
- We’ll get you home safely, with expert medical care every step of the way. Bed-to-bed service.
Coordonnées de contact
84 Brook Street, W1K 5EH, London, Royaume-Uni
- +442045861000
- info@ems-ambulance.com
- ems-ambulance.com
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95 avis
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Fraud and unprofessional
I paid advance like they asked by wire transfer with a promise to provide service within 3-4 days. Never made any progress, no communications on status, when I reach out after several attempts, they asked for full payment. The hospital and other agencies I was working with noticed their fraudulent/incompetent behavior and decided to request refund which they agreed initially. It's been 7-8 months since then. Everytime one person picks phone and say matter is in review by their Compliance department, and there is no way to contact them, and they will never call you back. They will never respond to emails, they never provide any documented communication. Person receiving the phone repeats same one or two sentences and hangs up. They are good at misleading people in vulnerable condition, and they have no ethics.
STAY AWAY FROM THIS COMPANY.
Update:
So many incorrect statement in your reply. No progress was made in those few days except you asking for more payment. The hospital and other parties involved didn't want to continue with seeking your service after patient was able to travel again. We asked for the refund and you are reviewing it for several months with zero communication regarding that.
What is the status of the refund?
24 juillet 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Jha,
We are disappointed to read your review, as it does not accurately reflect the facts surrounding your case and the efforts made by our team. We would like to address your concerns directly and provide a clear understanding of the situation.
Regarding your expectation of a 3-4 day transport window:
While we understand your desire for a swift transport, we must clarify that the transport could not be executed within your requested timeline due to pending payments and the gradual nature of the planning process. Your review suggests that we promised to complete the transport within 3-4 days, which we would have loved to do, but the necessary payments were not finalized in time to secure the booking.
Here is the full timeline of events for clarity:
25th November: We received the first inquiry from the hospital representative regarding the possibility of a transport.
26th November: The family indicated they did not wish to receive a formal quote.
9th December: The case was reopened, and a free quote was provided to you.
9th December: You accepted the quote and provided a partial payment of $3,000.
15th December: The patient’s condition worsened, requiring readmission to the ICU, making the scheduled medical escort onboard a normal commercial flight no longer feasible.
It is essential to highlight that the delay in the transport was due to the incomplete payment, which prevented us from finalizing arrangements for the flight in the first place. We cannot proceed with transport without full payment, as stated in our terms and conditions, which were communicated to you. The inability to move forward was not a result of any failure on our part, but rather the direct consequence of this outstanding issue.
Furthermore, the assertion that we misled you or engaged in fraudulent behavior is completely unfounded. Our team responded promptly at each stage of the process, and we maintained consistent communication with you regarding the status of the case. We regret the lack of clarity in some of these interactions, but we maintain that you were informed on multiple occasions that the transport could not proceed until the payment was fully received.
It is unfortunate that your expectations were not aligned with the reality of the situation. We understand that the patient’s health has been a serious concern, but the facts remain that without full payment and with the patient’s deteriorating condition, the transport could no longer proceed as initially planned.
Sincerely, EMS
Logistics of emergency medical transport. The convenience of not having to handle…
The convenience of not having to handle the many detailed logistics myself made this service exceptionally smooth. The team responded to my emergency medical situation with understanding, calm and courtesy. I needed to be transported back to my home for surgery on fractured limbs so could not fly on a commercial flight. They not only handled ground and air transport, medical communications with doctors/hospitals, transfer of records, but also airport security and customs clearances. They picked me up at the hospital in Canada and delivered me to my home hospital in the U.S. I was able to handle the paperwork through my smartphone. It did take 3 days to complete the transport but the only delay that wasn’t communicated expeditiously was the mechanical problem with the plane which couldn’t have been know until the morning of the flight home. Another plane was sent out and I still arrived home that evening. The medical crew on board and the pilots were all professional, kind, reassuring. I can highly recommend this service to anyone who needs to repatriate during a medical emergency.
5 juillet 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Julie,
Thank you so much for taking the time to share your experience, it really means a lot to us. Your review not only helps us improve but also helps others who may be in a similar situation find the right support when they need it most.
We’re sorry again for the delay due to the unexpected technical issue with the aircraft that morning. These things can sometimes happen, but we’re glad we were able to sort it quickly and still get you home the same day.
We’ve shared your kind words with the team, and it truly encourages everyone involved — from the coordinators to the pilots and medical crew. Thank you for placing your trust in us during such a difficult moment.
We’re wishing you all the best with your recovery and hope things go smoothly from here on.
Warm regards, your EMS-team
I would just like to thank everyone…
I would just like to thank everyone involved with my dad's medical repatriation back to the UK after suffering a stroke whilst in spain. Admin staff were excellent with sorting out a bed at his local hospital and keeping me updated on a regular basis , and also to the medical crew that looked after him whilst being escorted home , very efficient and professional. Excellent service from the moment I contacted them to his safe arrival back to the UK, thank you all
Elizabeth Read
14 juillet 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Ms Read,
Thank you for your kind words and for placing your trust in EMS. We are truly grateful for the opportunity to support you during such a challenging time.
This is exactly what we strive for—taking care of every detail, so that families like yours can focus on what truly matters.
We are glad that your father is now back in the UK where he is receiving appropriate care and we sincerely hope that there will still be recovery to some level.
Warm regards, your EMS-team
Great Experience with EMS Ambulance
EMS Ambulance provided excellent service throughout my experience. The staff were professional, caring, and communicated clearly at every stage. The transport was safe, comfortable, and well-organised. I highly recommend EMS Ambulance for anyone needing reliable medical transport.
15 juillet 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Lucas,
Thank you very much for your kind words and for taking the time to share your experience.
This is exactly what we do. Our teams are committed to providing safe, comfortable, and well-coordinated medical transports, and it’s great to hear that this was reflected during your journey.
We wish you a good and smooth recovery and hope you won’t need our services again — but should you or someone close ever require assistance, we’re always here to help.
Warm regards,
Your EMS-team
The service is first class
The service is first class, They show up on time and are fully prepared. The entire medical care ultimately involved four major surgeries and the round trip ems transport went entirely without a hitch and involved both a commercial flight with medical accompaniment and a private jet return also with medical accompaniment. Both flights from my home to Sedona and my return flight from Sedona to Seattle Virginia Mason hospital were "bed to bed". Flawless
1 avril 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Peterson,
On behalf of our entire team, we would like to sincerely thank you for choosing our services and for taking the time to share your 5-star review.
We are very pleased to hear that everything went flawlessly, especially considering the complexity of your medical situation. In cases like yours, nothing can be left in between, and we are grateful that our team's efforts met your expectations from start to finish — both during the commercial flight with medical accompaniment and the private jet return.
We will make sure to pass on your kind words to everyone involved. Most importantly, we truly hope that you remain in good health and will not require our services again.
Wishing you all the best going forward.
Warm regards, the EMS-team
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Wilson Diogo,
We regret to hear about your experience.
We take all feedback seriously and made an effort to request additional information in order to identify and review your case since we cannot relate your name to any medical transport carried out by us.
Unfortunately, no details were provided within the given timeframe, which prevents us from addressing your concerns appropriately.
Sincerely, EMS
False promises and atrocious customer service
I hired EMS to urgently bring my mother — who was in intensive care in Poland — back to the UK. EMS knew the urgency and severity of the situation. Instead of acting responsibly, they exploited our desperation.
We chose EMS over other repatriation services because they guaranteed they could pick up my mother by 5:30pm CEST that same day. They confirmed in writing that everything — including flight permits and paperwork — was in place. But EMS never showed up. It quickly became clear they had no intention of doing so.
For 15 agonizing hours, EMS strung us along with false assurances. When we made our booking with EMS we were told that the plane was in Austria waiting to pick my mum up. Communication from EMS after they received payment was nonexistent and we had to call to receive any sort of update on the progress of the air ambulance. The representatives that we spoke to were extremely rude to us for daring to ask for an update throughout. EMS assured us that the air ambulance would arrive on time and would be with us shortly. Then after the agreed time passed, that the plane would be there at any moment. The hospital had already discharged my mother at this point based on the assurances made to us.
You can imagine our shock then, when hours after the air ambulance was due to arrive, we called and were told that the plane was actually in Switzerland. We were then told that the air ambulance couldn’t take off because it was raining. Rain was extremely light at the time in Zurich and when we spoke to the air ambulance company that actually successfully got my mother home, they told us that rain as an excuse for why a plane can’t take off is “ridiculous”. Even after the rain stopped, when we spoke to EMS we were told that they were waiting for permission to take off, despite the fact that before sending payment for our booking with EMS we asked if all permissions and requirements had been sorted and were told that they had. Then hours later when we called, we were told that the airport was closed and so the plane could not take off until the morning.
We slept overnight in the hospital, believing that the plane would be arriving imminently, however when we spoke to someone on the phone, were told that the plane could not fly to us because the finance team hadn’t checked our payment. We transferred the money over 12 hours prior to this and had provided proof of payment as we’d been requested to by EMS. We were told that the finance team did not start working until midday and so the air ambulance would be allocated to someone else.
Hours later, EMS finally admitted that the earliest possible repatriation would be three days later, on 15th May — well beyond the urgent timeline they had guaranteed. This delay could have cost my mother her life and we were told by the doctors that she only had hours to live whilst we were waiting. It seems very clear that EMS had no intention of arriving at the agreed time, and made false guarantees in order to get us to transfer money to them. It has been over a month and EMS have still not refunded the substantial funds I sent to them for a service that they never provided and I have not even received a response to my demand for a refund.
On top of this extremely traumatic ordeal which my family was put through by EMS, they have the worst customer service I have ever had the misfortune to experience in my life. I have never seen customer service representatives talk to customers in such a rude and uncaring manner, which is particularly shocking given that EMS is a company that presents itself as a medical repatriation provider.
Our experience — along with numerous negative Trustpilot reviews and a BBC investigation
— suggests this kind of dishonesty and delay is part of a disturbing pattern.
11 mai 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Jamie Gosnell,
We take all reviews seriously — especially those relating to critical and sensitive services such as medical repatriation. However, after a detailed review of our records, we must clarify the following:
We do not have any client registered under your name, nor have we engaged in any contract or correspondence with an individual by that name. Furthermore, we have noted that an identical review has been posted under a different name on another platform, which raises questions about its authenticity and intent.
We believe, based on the timeline described, that this may refer to a case where a quote was issued on May 5, the first full conversation with the family took place on May 11, and payment was only received approximately 45 minutes before the scheduled aircraft departure. While we cannot confirm this definitively — as your identity and connection to the case remain unverified — we feel compelled to respond to the narrative being presented:
Unrealistic Timeframe: Organising an air ambulance repatriation involves extensive coordination — including medical clearances, crew readiness, flight permits, ground transfers, and hospital handovers. It is not operationally feasible to execute such a service within a 45-minute window after receiving payment. Suggesting otherwise demonstrates a misunderstanding of what this complex process entails.
Flight Operations and Weather: Aviation decisions are guided by safety and regulatory requirements. Reports that weather was "light rain" or that the plane was “waiting in Austria” are misleading and inconsistent with actual procedures and logistics. If a delay occurs, it is due to legitimate operational or regulatory constraints — never due to a lack of intent or planning.
Communication: Our team was in contact with multiple family members and provided updates throughout. While we understand the emotional strain that such situations place on families, we must stress that our staff conducted themselves professionally under pressure and with the aim of supporting a safe and smooth transfer.
Multiple Providers Involved: We are aware that the family had been in contact with other repatriation companies in the days leading up to the transfer. This parallel communication creates unnecessary complexity and compromises clarity — particularly around expectations, timelines, and logistics.
In summary, we strongly reject the claims made in this review. EMS Air Ambulance acts in the best interest of each patient and their family, ensuring all necessary steps are taken to provide safe and legally compliant medical transport. Anonymous or duplicate reviews containing false or unverified information do a disservice to both our team and to those seeking help in genuine emergencies.
We remain committed to transparency, professionalism, and the highest standards of care.
Sincerely, the EMS team
Really a 0 star review
Really a 0 star review. I don’t know how the people who work for this company sleep at night. I hired this company to transport my mom from Mexico to the US believing they would help organize and communicate with the hospital in Mexico and find the hospital in the US. But it was my aunt and I that had to push the hospital in Mexico to provide information. And I had to figure out hospitals in the US for my mother. My mother ended up passing away. I called to cancel, my biggest mistake, I should’ve emailed, not that it would’ve mattered. Minutes after the phone call, I received a rushed booking confirmation with no location set for transport other than “Los Angeles”, no hospital confirmation, no bed confirmation (which they claimed was the last thing pending to get her transported). They did not work with the local hospital, did not define a hospital they were taking her to, and did not transport. I am not rich by any means. The money I paid them was my livelihood, but it was my mother. And now I’ve lost her and my savings. They have since stopped returning my emails, when I call they say there’s no phone for their compliance department, but that it takes 30 business days for them to process and investigate. The 30 days have come and gone and I have received no update. This is textbook scam. I will never forget the feeling of being pressured to click on the accept quote button from the manager. “I need you to scroll down and press the accept button”. I was asking questions and he would just repeat, “scroll down and press accept”. Looking back now, I cannot believe I went with this company. But my mother was dying. They know this. These are predators. Do yourself a favor and avoid this company. Reach out to the local embassy or consulate, they have a list of legitimate and cheaper air ambulances you can reach out to. If your country does not have an embassy or a consulate reach out to a neighboring country’s embassy. For example, if you’re from the US, you can reach out to the Canadian one. I unfortunately did this too late.
26 mars 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Ms. Garcia,
We would like to first extend our deepest condolences to you and your family during this very difficult time.
However, we respectfully find it important to clarify the facts of the case based on our detailed records:
On March 23rd, the quotation for the requested transport was provided.
On March 24th, the quotation was formally accepted, and the invoice was sent.
On March 25th, payment was received, and our operations team began immediate preparations for the transport.
Starting on March 25th and continuing into March 26th, despite numerous attempts from our medical and coordination teams, the treating hospital in Mexico repeatedly refused to cooperate and declined to share the necessary medical documentation required to safely execute the transport. Our team also communicated extensively with your family to gather any missing medical data and hospital contact information.
Parallel to these efforts, our team actively contacted several receiving hospitals in Los Angeles to secure a hospital bed, working within both your preferences and insurance network limitations.
On March 26th, during the coordination process, we were informed that the patient had sadly passed away. Despite receiving contradictory information shortly afterward indicating the patient was still alive, it was later confirmed that the patient had indeed passed.
Upon notification of the cancellation, the standard cancellation and refund process was initiated. As clearly explained during our multiple phone calls and email exchanges, refund cases are reviewed by our compliance department according to the signed terms and conditions, with a review period of up to 30 business days.
We fully understand the emotional distress involved in such circumstances and the urgency with which you sought help. Our team made continuous and immediate efforts to coordinate both internationally and domestically to ensure your mother’s timely and safe transport. Unfortunately, despite our best efforts, several external factors beyond our control directly impacted the outcome.
We remain fully committed to transparency, fairness, and empathy in each case we handle. Should you wish to further discuss your case, we remain available through our compliance department.
Kind regards on behalf of the EMS-team
Our Experience with EMS: Challenges in Medical Evacuation Services
We had high expectations when engaging this company, as their initial communication was professional and reassuring. However, after making the required payments, we encountered significant challenges in getting the agreed-upon service delivered.
We were under the impression that an air evacuation would take place within 24 hours of receiving full payment. Based on this understanding, we transferred €93,800, followed by an additional €38,800, which was later requested. Despite these payments, the evacuation did not occur within the agreed timeframe. Upon further inquiry, we discovered inconsistencies between the information provided to us and what the hospital in Berlin, Germany confirmed. According to the contract, the client was expected to arrive in Berlin by January 7, 2025—24 hours after full payment. However, we were later informed that the evacuation was scheduled for January 9, 2025, raising concerns about adherence to the agreed-upon timeline. Due to the delay from EMS, we were forced to go with another company. Hence, the evacuation did not take place with EMS and subsequently the contract was not fulfilled.
Furthermore, there was confusion regarding logistical details, including the reported arrival of their team at the Freetown airport, which we could not verify. Additionally, the UK address listed as their headquarters was associated with a different company, which added to our concerns.
Despite repeated attempts to resolve these issues and request a refund, we have yet to receive a resolution after more than two months. This has placed an immense financial and emotional strain on us, particularly as we were dealing with a medical emergency. Sadly, our family member has since passed away, and we are left wondering whether timely intervention could have made a difference.
This experience has been deeply distressing, and we encourage anyone considering this service to conduct thorough research and seek clarifications on timelines and procedures before committing. Reliability and transparency are crucial in medical emergencies, and we hope that improvements are made to prevent similar situations in the future.
We do intend to pursue legal actions to get our refund, if this matter is not resolved.
6 janvier 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Mr. Ezekiel,
We were very sorry to read your review, and above all, we wish to express our condolences for the loss of your loved one. We understand the emotional toll involved in urgent medical transport situations and the distress this must have caused your family.
While we regret that your expectations were not met, we must respectfully clarify several key points for the sake of transparency and accuracy.
Following the receipt of your payment, our operational and medical teams began coordination immediately. However, the patient’s condition evolved and required a higher standard of care than initially assessed—necessitating a larger aircraft and enhanced medical staffing to ensure her safety. This was communicated clearly and repeatedly, and the proposed adjustments were made purely on clinical grounds. As a gesture of goodwill, we waived €25,000 of the upgrade cost to avoid any additional burden to your family.
Despite those efforts, the necessary approval to proceed was not received in time. The delay and eventual cancellation were not due to any failure on our part, but the result of differing opinions on what was medically and operationally necessary to carry out the transport safely.
A refund request was formally initiated and acknowledged, and as stipulated in our signed agreement, it is under review by our legal and compliance team. This process has continued even as your legal counsel became involved. We have received correspondence from your appointed attorney and have responded appropriately.
At no point did our team act in bad faith or mislead your family. We maintained continuous contact, attempted multiple calls, and coordinated extensively with hospitals, embassies, and medical teams across time zones to make this transport possible—always placing the patient’s safety first.
We remain committed to a lawful and fair resolution. Public allegations about our conduct, particularly when legal steps are ongoing, do not contribute to a productive or respectful outcome for any party involved.
Sincerely, the EMS team
If I could give 0 stars I would
If I could give 0 stars, I would. This company agreed to bring my mom back from the Netherlands to the US on 4/22/25 and then on 4/23/25, canceled over the phone, stating their doctors no longer approved of the transfer. They stated that they spoke with my mom’s doctors the morning of the 23rd, (we have signed letters saying they did not speak to them at that time). They have been unwilling to give any refund even though they canceled on us and provided zero services. When asked about rebooking a transport that met their criteria, they said our original payment of $11,800 would not be able to be applied toward the new estimate (over $30,000). In my experience, the company was unhelpful, unresponsive to our concerns, and unwilling to work toward a fair resolution. I personally feel they took advantage of a very vulnerable situation and left our family without options.
22 avril 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Dear Ms Zook,
Even though you left a negative review, we would like to thank you for taking the trouble to express your feelings. We understand that you have negative feelings that prevail with you because the outcome was not satisfactory for you either.
However, the facts are somewhat different.
We did have extensive contact with the attending physician to prepare repatriation for your mother, who concluded that medical transport by stretcher on a commercial flight would be the safest option for her.
Of course, we understand that you find the costs high, but you informed us that you had found a cheaper party and, again later, you had even found a party willing to transport your mother in a less safe, but cheaper way.
We regret that you overlook the fact that you entered into a contract with us for bed-to-bed repatriation. Our team of doctors and staff immediately started working for you to organise this repatriation and transport your mother safely on the first possible date given to us by the airline.
Regards, the EMS-team
Excellent service
Our elderly aunt was on holiday abroad and had an accident and surgery. We went to bring her home but alas it was not that simple. We contacted EMS and within minutes were confident that they would be able to handle the repatriation from start to finish. We provided answers to their questions. Spoke with their medical professional and agreed the plan going forward . It truly was a bed to bed service and we were updated during the travel time so there were no surprises. An excellent service that we would thoroughly recommend to others in a similar predicament.
27 mars 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you very much for your kind words and for taking the time to share your experience with EMS.
We are truly grateful for the trust you placed in us during what must have been a stressful time for your family. Ensuring that your aunt was safely and smoothly repatriated was our priority, and we are glad to hear that our team was able to provide the support and reassurance you needed throughout the entire process.
At EMS, we understand how important a reliable and compassionate medical repatriation service is, especially in moments of uncertainty abroad. Your feedback reaffirms the dedication of our team to deliver a seamless bed-to-bed service with clear communication every step of the way.
We wish your aunt a good and speedy recovery — she is truly a lovely lady, and it was a pleasure to assist her on her journey home.
Thank you once again for your recommendation — it means the world to us.
Warm regards on behalf of your EMS Team
Super fijn contact
Super fijn contact, houden je goed op de hoogte. Makkelijk contact mee op te nemen. En denken mee. Zo dankbaar dat ze mijn moeder vanuit Tenerife naar Nederland hebben gevlogen. En ook nog eens van het ziekenhuis met een ambulance naar het vliegtuig. En vanaf Schiphol met een ambulance naar het ziekenhuis in Nederland. Eeuwig dankbaar voor.
16 février 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Wij hebben uw moeder graag vervoerd van Tenerife terug naar Nederland en zijn blij dat ze nu in goede handen is. Omdat wij niets aan het toeval overlaten en een situatie als deze voor u als familie al heel stressvol is, zijn onze repatriëringen altijd van bed naar bed compleet georganiseerd.
Wij danken u voor het in ons gestelde vertrouwen en wensen uw moeder veel sterkte en kracht in de behandeling en weg die ze te gaan heeft.
Warme groet namens het gehele team van EMS
Good company, terrible partners!
I am giving EMS 247 as I feel like that’s what represents mine and my family’s experience.
We requested their commercial airline stretcher with a paramedic as we felt like the patient wasn’t too sick for an air ambulance but also not able to travel normally on a commercial airline (even business class). Communication started early enough and EMS was good at explaining how that works as it was our first time doing it. If you’re using their services, be ready to pay the full amount upfront as nothing can go forward without that payment.
EMS told us that we would be able to leave in about three days but on our part, we weren’t able to get all the required documents until the second day. So they pushed their estimate another two days. This is where everything went south: we provided all the documents and EMS told us that the airline had rejected them, so we had to adjust and repeat. We went through that process 4 times and this added a whole week to the estimated time of departure. You can imagine how frustrating that can be when you have a sick patient waiting for care. We were forced to stay in the local hospital for all those days while hospital charges are also piling up.
Finally when we left, we were transported in a very poorly maintained ambulance from another local hospital with a very inexperienced driver. The guy didn’t even know how to operate a stretcher. We asked around and discovered that he in fact was just a receptionist. He didn’t even know where to enter from at the airport, which made the whole thing even more frustrating.
When we reached the airport, we were shocked to learn that the airline which EMS contracted didn’t even inform the airport that there would be a patient with a stretcher that would need tarmac access, despite it being clearly indicated on the MEDIF form that was provided three days prior.
When we reached the destination country, we encountered more issues with airport staff because they wouldn’t let the ambulance get inside the airport. Again, no heads up was given.
I can go on and on about what went wrong and it would take me days. All I can say is, EMS by itself is not a bad company to work with. They were very nice when we called them, their paramedic Camille was extremely nice and was actually the only person keeping us calm throughout the hectic journey (she honestly went above and beyond). However, I need to hold them responsible for their choice of third-party partners. They should’ve done more research on the quality of their services because they were very horrible. From the ground ambulance to the airline they chose, everything was worse than horrible!
EMS, please do a better job at vetting your partners. I can’t imagine how bad it could’ve been if our patient was in a critical condition needing immediate care. That process should not have taken more than a week.
Other than that, the actual people at EMS were very nice and that’s why I’m not giving them 1 star.
13 février 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you very much for taking the trouble to leave a review and describe the repatriation process.
When repatriating via stretcher in a commercial aircraft, we always look for a direct route or route with as few connecting flights as possible. Not all airlines provide stretcher transport.
In general, we have good experiences with the reputable airlines, although we do depend on acceptance prior to the actual repatriation by the medical service. To this end, we provide all documents and naturally take responsibility for them.
Unfortunately, we also sometimes arrive in countries where logistics and communication is a bit more complex; moreover, we also depend on the cooperation of airport staff in general.
Also, in these countries the quality of care and transport is far below the standard we are used to. And even if on paper the ordered ambulance and staff seem fine, the reality sometimes turns out differently, unfortunately.
Yet we want to emphasise that this is precisely our strength. Our staff know how to act and adapt to the medical and logistical situation.
We are therefore pleased that you have had good experiences with our staff, both medical and operational.
We thank you for placing your trust in us and are pleased that we were able to transport the patient. As you mentioned, this medical transport was possible by stretcher on a commercial flight and the patient did not have to be transported by air ambulance, which is many times more expensive.
Above all, we wish the patient a good recovery wherever possible.
Kind regards on behalf of the entire EMS-team
These guys are the best
These guys are the best! The crew took the absolute best care of my parents and they were so kind and helpful. We are extremely grateful to them. Worth every penny! 10/10!
26 janvier 2025
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you very much for your lovely review and appreciation for our team. That is what we do it for! Caring for the patient and loved ones is our primary concern.
We were delighted to transport your parents and thank you for trusting us.
Warm regards on behalf of the EMS team
Fast en good service
Fast en good service, flying home next day, Nice and experienced paramedics.
18 octobre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you for your lovely review and appreciation for our medical crew. If everything fits, it fits and we are with the patient in no time to carry out the repatriation.
We were happy to be of service to you.
Oplichters pas op
Vertrouw dit bedrijf niet aub. OPLICHTERS
TRAP ER NIET IN.
Ik heb 40.000 euro betaalt voor een dienst die ik nooit heb ontvangen. Daarnaast heb ik tot de dag van vandaag het bedrag niet ontvangen.
Het ging om een spoed geval voor mijn ondertussen overleden oma.
Er was een ambulance vliegtuig besteld maar deze is nooit gekomen.
Ik zou samen met mijn oma opgehaald worden uit Amsterdam en vanaf daar vliegen naar Marokko. Haar laatste wens was behandeld worden in haar geboorteland.
Helaas kwam niemand opdagen en met veel bellen kwam ik er achter dat dit bedrijf zich niet aan haar woord heeft gehouden. Het bedrag die overgemaakt was was niet zichtbaar op hun rekening en dit was de reden dat ik niet geholpen kon worden die dag.
Maar het gekke was dat een bewijs van betaling genoeg was. Heel simpel weg gezegd, ben in de maling genomen door dit bedrijf.
ondertussen 2 maanden verder, heb gebeld, geappt en gemaild met dit bedrijf.
Dit bedrijf reageert nu niet en wilt mij niet te woord staan.
30 novembre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Geachte heer Ezzay,
Wij betreuren het dat bovenstaande review uw beleving is, temeer omdat u er zelf voor gekozen heeft om het medisch vervoer voor uw oma bij ons te cancellen.
Wanneer onze diensten in een vergevorderd stadium afgezegd worden, dan zijn hier kosten aan verbonden. Niettemin is dat uw persoonlijke afweging en keuze, welke wij respecteren. Wel is het vreselijk jammer dat daarmee de laatste wens van uw oma teniet is gedaan en wij condoleren u alsnog met het verlies.
Top service
Top service ! Mijn schoonmoeder is van haar woonst in Spanje naar het ziekenhuis in België gebracht met een ambulance over de weg. Personeel zeer vriendelijk en begripvol. Communicatie met de administratie ook heel goed verlopen. Snelle antwoorden op alle vragen die de kop opsteken zoals zijn jullie wel echt mits je op voorhand moet betalen. Niet twijfelen, het klopt allemaal. Topfirma.
27 novembre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Geachte mevrouw Verhulst,
Hartelijk dank voor uw review en waardering voor ons team en onze dienstverlening.
Wij begrijpen maar al te goed dat er vragen ontstaan bij het organiseren van een repatriëring, zoals ook of we wel echt bestaan. Maar we zijn echt en daarom zijn wij ook 24/7 bereikbaar!
We zijn blij dat wij u van dienst mochten zijn bij het medisch vervoer van uw schoonmoeder terug naar België en bedanken u nogmaals voor het in ons gestelde vertrouwen.
Wij wensen jullie allemaal het allerbeste en sturen een warme groet namens het gehele team van EMS.
Exceptional Emergency Repatriation Team
We reached out to EMS to help us repatriate a sick family member and were knocked out by the speed, professionalism and flexibility of the service and support provided. From the very first conversation, it was clear that everyone was totally committed to helping us as much as possible, during this very stressful period....and, as for the team sent out to make the lengthy journey home, they are worthy of the highest praise imaginable. From putting the patient at ease, doing everything to minimise his discomfort and liaising with the hospital in the UK so they were ready and waiting to swing into action, and all this with warmth, compassion and a smile. You are all very special and we thank you so much!!
If you are in need of this kind of specialist help, we cannot recommend EMS highly enough. Ten Stars!!!
1 novembre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you for your great appreciation and lovely review.
This is exactly who we are! We stand for speed and professionalism and understand better than anyone else that once you have decided to order a medical transport, you want to see it carried out as soon as possible.
A medical situation always causes stress, both for the patient for whom transport is not always comfortable given the situation either, and for the loved ones who are also terribly worried.
For this reason, we always try to reach the patient as quickly as possible and prepare them for transport.
We were happy to serve you and wish you all the best together.
Warm regards on behalf of the team at EMS
Thank you
The only service of this kind for our medical transfer from London to Athens. We are thankful to the ambulance crew. We are particularly grateful to our medical escort Joseph Hoar for his great personality and medical professionalism - in one word, exemplary.
30 octobre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Thank you for your appreciation of our advanced paramedic Joseph and our services.
Our advanced paramedics always put the patient's well-being first and we were happy to serve you with this so-called medical escort on a regular commercial flight.
We thank you for placing your trust in us and wish you all the best as a family.
Warm regards on behalf of the team of EMS and in particular Joseph
Een dikke pluim👌👌
Een super geweldige vervoerder alles binnen 24 uur geregeld om mijn man van Z.Duitsland naar nederland te krijgen.
27 octobre 2024
Avis spontané
Réponse de EMS Air Ambulance & Medical Repatriation Ltd.
Beste mevrouw Assink,
Dank voor uw mooie waardering voor onze dienstverlening.
Een repatriëring per wegambulance kan inderdaad snel opgezet en doorgevoerd worden, zodat de patiënt snel weer in een vertrouwde en verzorgde omgeving is waar gewerkt kan worden aan het herstel.
Wij wensen jullie alle goeds en gezondheid voor de toekomst!
Hartelijke groet namens het team van EMS!
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