Too many variables that EK should be taking in to consideration in scenarios like this. No doubt the agents looked at their screen and saw the time the plane arrived and gave what should have been a do-able connection.

Take in to consideration:
Engines powered down & chocks on.
Manoeuvring stairs into position and doors opening
De-planing an A380 onto buses
Transit to terminal, volume of traffic and if the bus has to cross any active taxiways
Transit security (busy time at that time of the morning)
Distance from security to gate

Easily on a contact gate to gate transfer, I would always factor out at least 30 mins travelling J for the transfer to be on the safe side and then the additional time to be at the gate for my next flight is easily an hour total when playing it safe. Throw in a remote stand arrival and a whole multitude of things can diminish any time buffer built in especially when the arriving aircraft is late and on a remote stand.

I certainly wouldn't rest on my laurels and would most definitely try and get my money back. Make sure he's got all the facts in front of him when he phones up and best of luck.

S