Jet2 apologises to OAPs who were flown to wrong Spanish island

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By Lisa James
08/01/2024
Home » Jet2 apologises to OAPs who were flown to wrong Spanish island

Two OAPs who ended up in Menorca rather than Majorca after being put on the wrong Jet2 plane have received an apology and a promise they’ll be looked after when they travel with the operator again later this year.

Disabled pensioners Linda Trestrail, 69, and Wendy Russell, 71 say their tickets were checked five times and they only realised they were on the wrong plane when the Captain announced the flight was about to land in Menorca.

Linda, of Plymouth, Devon said: “You hear of bags going on the wrong flights but not people,” the Sun reported.

“You get compensated if you get delayed or lose luggage – but they lost us, not the b***dy baggage.”

The pair were given travel assistance on wheelchairs at Bristol Airport and helped onto a shuttle bus and then the aircraft.

Wendy said: “We went through five major checks there and no one picked up the error.”

The pair were re-routed to Majorca around 17 hours after they left home at 3am on 26 September, and were reunited with their luggage – which had been sent to the correct destination.

They said Bristol Airport had apologised but claimed they’d heard nothing from Jet2, despite their Hays Travel agent and their children contacting the airline on their behalf.

Jet2 has now apologised.

A spokesperson said: “We would like to offer our sincere apologies to Mses. Trestrail and Russell for this incident.

“This is an extremely isolated incident and although there was no security risk, we have of course investigated it as a matter of urgency, including with the third-party special assistance provider.

“We can confirm that the customers went through security correctly, and their luggage was also screened correctly. However, after these checks the customers were taken to the incorrect aircraft, which is the responsibility of the third-party special assistance provider at the airport.

“Upon boarding the aircraft, the incorrect destination on their boarding passes was unfortunately not identified and we apologise for this oversight which was down to human error.

“We have carried out additional training with the team to ensure this does not happen again.

“As soon as we learned of the issue, our team booked Mses. Trestrail and Russell onto the soonest available flight from Menorca to Majorca and they also provided all the assistance they could both throughout their journey and the rest of their holiday.

“We have been in touch with Mses. Trestrail and Russell to offer an appropriate gesture of goodwill and once again offer our sincere apologies.

“We understand they are due to travel with us once again this year, and we look forward to welcoming them onboard and delivering the usual VIP customer experience that we are recognised for.”

A spokesperson for Bristol Airport said: “Thank you for bringing this matter to our attention, we will continue to work with the airline and the special assistance provider to further investigate the circumstances and introduce improvements for the future.”

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