EasyJet Family Vacation ‘Wiped Out’ When Airline Makes Boarding Error
A family’s vacation was “wiped out” when airline easyJet made a crucial mistake, recording them as being denied boarding.
A family’s vacation was ‘shattered’ when easyJet made a crucial mistake by registering them as denied boarding and removing their luggage from the plane.
Leigh Husband and his wife Irene Garcia Santos flew from Bristol to Lisbon with their toddler Antonio to a family wedding.
They checked in on Friday, September 24, handed over their luggage and car seat at the easyJet check-in counter, and planned to drive from Lisbon to western Spain by car after the flight.
The couple filled out their passenger locator forms but didn’t think they would have to fill out one for 2-year-old Antonio.
However, upon check-in they were given a form for the toddler to fill out and then went through security as usual.
Leigh said: “We were pushing Antonio in his stroller and when we got to the bottom of the stairs of the plane I carried him up the stairs, and a guy with the ground crew took the stroller and l put with the rest of the luggage to take the plane.
When the family landed at Lisbon airport, they waited an hour for luggage that was never supposed to arrive.
They contacted easyJet to be told that the airline had removed their luggage, car seat and stroller from the plane.
Leigh and Irene were furious when easyJet said it was because their systems had reported the family had “declined to board” as they were getting on the plane.
Leigh said: “I called easyJet and said, ‘we are in Lisbon, can you send our bags? And they said “no, you weren’t on the plane, you were denied boarding, your boarding passes weren’t scanned, so we took your things off the plane.”
“We had no idea. Looking back, they were more concerned with making sure everyone had their passenger tracking forms than checking us in and scanning our boarding passes, and they said we never got on board, but we did it, we got on the plane and we are here in Spain.
“I got an email from easyJet saying ‘sorry you didn’t get your flight’ and then another email asking if we’ll have the flight home. It’s really worrying.
Leigh is now concerned about safety on planes, as the staff did not check to see if their seats were actually empty.
“There are Civil Aviation Authority rules for knowing exactly who is on each flight. If this plane had to have made a forced landing or we were all to be evacuated or something, they wouldn’t have been looking for us, they thought we weren’t on board.
“The captain of that plane shouldn’t have taken off because they had a list of people they thought were on the plane and we were on the plane but not on their list.
“Why, when they were ordered to take our things off the plane because they thought we weren’t on board, didn’t they check our seats?” They would have found us sitting in it.
Leigh and Irene were forced to buy a car seat and stroller in Portugal and were left without any of their belongings.
Leigh said, “My wife is seven months pregnant right now. All of our stuff for the wedding, suits, dresses, gifts and so on, were in our luggage, so we didn’t have that for the Saturday wedding and we have the clothes we got into.
“I’ve lost some luggage before – once I got back from New York the airline managed to get them back to Bristol for me the next day. This is different. easyJet refused to send it to us because they said we weren’t here when we flew on their plane. In Spain we have nothing, and during the weekend they did not even say when or even if they would send our luggage.
“I have phoned easyJet a lot, obviously, and a woman wondered if we were really in Spain. She said their records showed we were denied boarding and we didn’t fly, but we did – we were on that flight. It’s really worrying that this could happen.
“It’s been four days now and they called back on Monday to ask what address we were staying at. So hopefully everything will be sent out, but we plan to go to another address this week, and what do we do? Everything is destroyed, the wedding and our trip so far.
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