A couple have hit out at easyJet after enduring a "horrible" night sleeping in Edinburgh Airport after their flight was cancelled. James Collins, 32, and Ashley Norman, 33, who has a mental disability, say they were forced to sleep on the terminal floor after the budget airline failed to find them a hotel for the night
The couple, from Kent, were visiting Edinburgh for the first time earlier this month to visit the pandas at the capital's zoo and also to see King Charles at the Royal Mile. But they were left fuming at the travel chaos that disrupted their journey home.
After arriving at Edinburgh Airport on July 5, they were informed their flight back to London Gatwick was delayed. The couple were not too surprised as they expected some delays due to Charles' procession and ceremony at St Giles', reports Edinburgh Live.
But when the flight was later cancelled, due to air traffic control restrictions on the previous journey, James claims he was told by an easyJet member of staff on the phone that a hotel would be booked for them by the airline and a taxi to take them there would arrive in under two hours.
After 90 minutes, there was no taxi or email confirmation, and when James attempted to call the number, he claims it would not connect. The couple said they complained to a member of staff at the airport and a supervisor was brought out to speak to them.
They said they were then told that easyJet's policy does not involve arranging alternative accommodation if a partnered hotel is full. As they couple were not able to find another hotel themselves, James and Ashley were forced to sleep on the hard tiles at the airport until their new flight on the morning of July 6.
Speaking about the ordeal, James says he has been left "shocked" by the lack of care shown to them by the airline and says Ashley suffered immensely due to his mental health issues.
He said: "We had a fantastic time until the flight home. We were told at midday that the flight was delayed but we weren't too bothered. It was then cancelled without any explanation. My partner is mentally disabled and suffers with extreme anxiety so would typically get bothered by little things most people wouldn't.
"Our first priority was to book another flight but there was none until the next day. We were told to book a hotel and we would be reimbursed but there were no hotel available as they were all full.
"We called the emergency number and they sorted a hotel and said a taxi would arrive in the next 90 minutes. That time period came and went without any taxi and from then on we were essentially stranded."
James tried to explain to staff at the airport that his partner did not have the mental capacity to spend the night sleeping in an airport, but claims he was offered no help and felt "fobbed off" by the supervisor.
The support worker continued: "We feel let down by everyone. My partner was completely distressed and it took him two days after we returned to calm himself down.
There is no duty of care and no plan B for cancelled or delayed flights. The whole process was just shocking to be honest. If they had just said initially that it wasn't their policy to book a hotel then we would have accepted that, but we were promised something we never got."
A spokesperson for easyJet said: "We are sorry that Mr Collins' flight from Edinburgh to London Gatwick on 5 July was cancelled due to air traffic control restrictions on the previous flight, which led to the crew reaching their safety regulated operating hours.
"The safety and wellbeing of our customers and crew is our highest priority and we did everything possible to minimise the impact of the disruption, notifying customers directly of their options to rebook an alternative flight for free or receive a refund. Unfortunately there were limited hotel rooms available in the area and while we provided accommodation where available and advised customers who sourced their own that they will be reimbursed, we fully understand what a difficult situation this will have been for Mr Collins for which we are very sorry.
“Our team have been in contact with Mr Collins to apologise for his experience, reimburse his expenses and provide a gesture of goodwill. We are also looking into his feedback about his experience at the airport as this is not the level of service we expect for our customers.”
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