EMS Air Ambulance & Medical Repatriation Ltd. Anmeldelser 

First class service from start to finish OUTSTANDING SERVICE

From Athens to Barcelona it was a smooth transition bed to bed

Dear Team
first of all a huge thank you for your efficiency, friendly and supportive assistance with booking an ambulance for my husband James Ede and getting him back to London for treatment on Friday last. It was a huge relief to have your medical ambulance team taking over the task of getting him back to the UK following heart failure in France. It was complicated by difficulties in getting him admitted for further treatment in a suitable hospital but the Cleveland Clinic is proving an excellent choice and he is getting good treatment and a restful environment.

Thank you so very much, best wishes Serena Ede

I would have no hesitation in recommending your company to others in the same predicament.

They were excellent
Five stars
I was stuck in Santa Fe, NM with a triple fractured ankle.
They got me home to Corpus Christi, Texas
flawlessly bed to bed.

The care and compassion from your company with my husband’s repatriation from USA was incredible and we wouldn’t hesitate in recommending you with a 5 star rating. We were kept informed every step of his journey and nothing was too much trouble.

Die Reaktionszeiten waren super schnell, das Team nahezu ausschließlich deutsch sprechend, alle Nachfragen wurden zur vollsten Zufriedenheit sehr zeitnah beantwortet, auch während des Rücktransport bestand eine dauerhafte Information. Der Service war vollumfänglich, was die Kosten sehr schnell relativiert.

Sehr gute problemlose profesionelle , pünktliche und freundliche Durchführung.

Very happy wih the complete service they provided.
Needed to have my mother transported back to the US from Milan, Italy.
Clear communication, professional and friendly staff in the office and nurse/doctor on the flight.
Would recommend to anyone. They took all the hassle away from us and dealt with the hospital in Italy, the ambulances on both sides.

Ook ik voel mij toch een keer geroepen om een review te schrijven over EMS-ambulance.com.

Na jaren gewerkt te hebben als o.a. ambulancechauffeur bij Nederlandse ambulancediensten keek ik na mijn pensioen naar mogelijkheden om niet hele dagen thuis te zitten.
Ik kwam toen in contact met EMS-ambulance, die op zoek waren naar ambulancechauffeurs voor repatriëringen van patiënten uit heel Europa. Dit leek mij wel wat en na enkele sollicitatiegesprekken wilde men graag met mij en ik met hen in zee.
Tot nu toe heb ik geen enkele spijt gehad van mijn beslissing. Ik rijd samen met geweldige collega’s door heel Europa. Voor langere afstanden reis ik met een 2e chauffeur en minimaal 1 verpleegkundige. Als de situatie ernstig is kan er ook nog een 2e verpleegkundige mee rijden of een gespecialiseerde dokter.
Buiten de ambulances beschikt EMS-ambulance ook nog over 2 MICU’s. Deze afkorting staat voor Mobiele Intensive Care Unit. Deze beide voertuigen zijn erg uitgebreid uitgerust om ernstig zieke patiënten op efficiënte wijze te behandelen en vervoeren. Ook hiervoor beschikt EMS-ambulance over diverse ervaren en gekwalificeerde specialisten.
Ook de blijheid van patiënten, op het moment dat wij bij hen komen in een buitenlands ziekenhuis is fantastisch. Vaak ligt men in een ziekenhuis in een land waar men de spraak niet machtig is en is onduidelijk, wat men precies mankeert.
De geruststellende gedachte dat nu echt het transport gaat plaatsvinden in uiteraard heel fijn voor deze mensen. Ook de wijze waarop onze enthousiaste, gekwalificeerde verpleegkundigen in gesprek gaan met de patiënt en hun familie geeft veel voldoening.
We transporteren mensen door heel Europa en niet alleen naar Nederland. Ik heb inmiddels bijna alle landen in Europa wel bezocht met de ambulance. Naast transporten met de ambulance doet ems-ambulance ook repatriëringen middels lijnvluchtbegeleiding van de patiënt, via privévliegtuigen en speciale ambulancevliegtuigen. Ook hier zijn de mensen erg tevreden over.
Ik ben nog steeds erg blij en gelukkig met mijn werkzaamheden voor EMS-ambulance en ik hoop dit nog jaren te kunnen blijven doen.

Peter.

I'm glad EMS exists as a company.
We weren't helped by our insurer.
Fortunately, EMS and their team handled the situation very professionally and brought my father back to the Netherlands.
EMS also immediately ensured they found a hospital in the Netherlands for my father's further care.

this company needs to be closed, i can’t begin to explain how horrific the experience was. we used them to transport my brother from overseas back to london, at first the team seemed professional and responsive. then once we paid it began to all go downhill from there. the team at EMS lied continually throughout the whole process, they wasn’t answering the phone, they delayed us 3 times on the days they was suppose to be collecting him from the hospital, they informed us the private ambulance would collect him so we was expecting their ambulance of course, instead they sent a taxi! forgetting to mention he has broken pelvis and many other bones as to why he needed a private ambulance to stay flat.
and then informed us if he doesn’t get in the taxi that’s the only form of transport for 30km until he can then get into the ambulance. we had to get him into the taxi panicking and risking further damage to just get him to the ambulance, and once we finally got to the ambulance it began to get even worse, asking my mother who was in the ambulance with my brother to smuggle alcohol through borders, they never had any medications on board, the ambulance wasn’t even a private sign written once it was a standard turkish ambulance. it was dirty, they slept on lay-bys when they was suppose to switch teams so ambulance kept going.
they couldn’t have been any worse, honestly would be the biggest mistake of anyone using them it was a tragic experience and left us all very disturbed by what went on, and i can’t even go into detail if everything as there’s pages and pages of what went on with ems. please don’t use under any circumstances

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?

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.

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

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.

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

Not very good

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.

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.

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.