A Leeds woman has told of the stress she faced after she spent months trying to secure the help she needed ahead of her upcoming family holiday.
Valerie Coates, 66, is due to fly to Menorca from Leeds Bradford Airport with Jet2 in just a couple of weeks. But before today she did not know if she would get the assistance she needed to make it onto the plane and was losing sleep as a result.
The long-awaited trip means everything to Valerie, who has not been abroad in over a decade due to a complex health condition.
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"This holiday is like a kid at Christmas opening the long awaited present," she said. It will be a much needed break for the Wetherby resident, who has undergone three spinal surgeries in recent years after being diagnosed with spondylolisthesis.
She also had to be given "metal work from the waist down" and a spinal cord stimulator because of the condition, which causes her "terrible pain."
Valerie claims she spent months trying to get in contact with the airline to ensure her special assistance needs would be met. As well as permission to carry medication and a specially-adapted cushion when travelling, Valerie wanted to ask for assistance in the airport, since she walks with a crutch.
"It is obviously so crowded and to be jostled and bustled around, I can't cope with that," she explained. But she was struggling to get in contact with the airline or airport.
Despite first calling Jet2 in April, and trying for "hours and hours each day", she was unable to "get through". When she decided to reach out to the airport directly, "about a month ago", she found the same problem. "You are just left hanging with music playing," she claimed. On one occasion she was on hold for over an hour, before she hung up.
But thankfully the problem has now been resolved. Valerie says that since LeedsLive reached out to the airport and airline, the issue has been rectified.
"It has taken a weight off my mind," said Valerie, after the airline got in contact. Leeds Bradford Airport also liaised with Jet2 and provided a link to help the passenger access help.
A spokesperson for LBA said: “Ensuring access for everyone to our airport is important to us and we apologise that this passenger hasn’t been able to confirm the Special Assistant requirements with the airport.
"In the event that passengers need further clarification for the booking, which is usually made via the airline or travel agent, passengers can contact LBA’s Special Assistance team directly via email at prm@lba.co.uk. More information can also be found at our Special Assistance page.."
A Jet2.com and Jet2holidays spokesperson said: “We can confirm that we have been in touch with the customer and pleased to say the special assistance required has since been fully arranged.”
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