An easyJet passenger has claimed she and her disabled daughter were left “abandoned” at a Spanish airport by the airline.
Kerry Andrews booked a holiday from Manchester to Alicante to celebrate her 16-year-old daughter finishing her exams.
The pair jetted off from the UK without a hitch. However, it was while they were in the air, Kerry received an email saying their entire package holiday had been cancelled.
They were able to check into their hotel upon arrival and when Kerry checked her email she assumed the message was a mistake. However, when they arrived at Alicante airport to fly home, Kerry was told she didn’t have a booking, and was left to find her own way home.
easyJet have since apologised for Kerry’s experience
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She told the Manchester Evening News: “When I went to the check-in desk they said ‘you’ve got no flight’. They didn’t offer us anything – no alternative flights. They just basically said find your own way home.
“I was told they’d cancelled my whole holiday while I was in the air – I don’t know if they wanted me to jump out the window or what.”
Luckily, the pair were accompanied by special assistance due to her daughter’s autism, who helped them to an alternative airline’s desk where they were able to book the last two seats on a flight back to Manchester.
However, they were left out of pocket for double the flights as they had not yet been refunded for the original flight. Kerry has since been refunded since but she says she had already been forced to borrow money to keep herself afloat.
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Kerry and her daughter were meant to be flying back to Manchester
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She has now said it has been “impossible” to get any straight answer out of easyjet as to why they were left stranded.
She added: “I’d been able to get my flight there, check in for my hotel, all the transfers came through, they didn’t cancel the whole holiday.
“But if we hadn’t had any money they would have just left us in Alicante airport.”
Despite this, she was full of praise for staff at Alicante airport with the special assistance she received at there, calling the staff “wonderful.”
A spokesperson for easyjet said: “We’re really sorry to hear of about Kerry’s experience after receiving an email in error that we had cancelled her holiday.
“We’re pleased Kerry’s holiday was able to go ahead as planned however we’ve organised a full refund for the holiday, as well as a refund for the cost of the alternative flights home she booked.”
Source Agencies
