An outraged mum has slammed easyJet after she received an email mid-flight declaring her holiday had been cancelled.
Kerry Andrews took to the skies from Manchester Airport with her 16-year-old daughter, heading to Alicante for a celebratory getaway post-exams.
However, while in the air, she was stunned to receive a notification of her package holiday’s abrupt cancellation.
Despite this, their hotel welcomed them upon landing, leading Kerry to dismiss the alarming email as an error. But the reality hit hard at Alicante airport for their return trip when they discovered there was no record of their booking.
Speaking about her ordeal to Manchester Evening News, Kerry said: “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.”
Due to her daughter being autistic, they were aided in securing the final pair of tickets on another flight back to Manchester.
Kerry has since received a refund following her ordeal, but not before she had to borrow money to get by.
She expressed her frustration with easyJet, saying it’s been “impossible” to get a clear explanation for the cancellation.
Kerry recounted: “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.”
Yet, she commended the special assistance at Alicante airport, describing the staff as “wonderful”.
An easyJet spokesperson said: “We have investigated the below with our customer resolution team and the case is currently being re-reviewed and Kerry Andrew will receive further contact from us by the end of the week on next steps.
