Airline apologises after students left “stranded” at airport

Wednesday 28 August 2019

EasyJet has apologised after its handling of a flight cancellation, which left a group of teens “stranded” in London, led to strong criticism.

The travelling teens had been on a flight from London Gatwick to Jersey on Monday, but, after attempting an approach, the plane was forced to return due to fog.

Some passengers were able to reschedule their flights and find accommodation for the evening, but, according to Deputy Kirsten Morel, the young fliers were “left to fend for themselves with no flights for two days.”

Having described EasyJet as “failing miserably” at helping, the Deputy added that the airline had “almost no customer service staff to help.”

Computers don't solve problems, people do but @easyJet has almost no customer service staff to help

— Kirsten Morel (@KirstenJersey) August 26, 2019

The Deputy then consulted with the Economic Development Minister, Senator Lyndon Farnham, who pledged he would investigate the issue further.

Noting that unexpected disruption to travel plans can be “disappointing and frustrating”, the Senator emphasised that airlines have a “duty of care to look after their passengers, arrange accommodation, food and refreshment vouchers if appropriate, and rebook alternative travel options.”

He said that those booked onto flights unable to depart Jersey due to Monday’s fog were supported by Jersey Airport staff, adding that he was “in discussion… with EasyJet to clarify what level of support was available at Gatwick Airport.”

“Ports of Jersey will continue to liaise with the affected airlines to review their processes and will suggest improvements if there are any lessons to be learned,” the Senator said.

EasyJet has since apologised for the disruption, but maintained that it had looked after affected customers, contrary to criticism.

50 minors left unattended and stranded by @easyJet @Gatwick_Airport zero help or support for them. No flights until wed. pic.twitter.com/tRNPaUekxk

— Alex Morel (@AlexMorelJsy) August 26, 2019

“We are sorry flight EZY895 from London Gatwick to Jersey was unable to land in Jersey on 26 August due to adverse weather. The safety and wellbeing of our customers and crew is our highest priority,” they said.

“Customers were given the option of transferring their flight free of charge or receiving a refund. We also provided hotel rooms and meals for customers who required them. We are aware a group of 13 were affected by the cancellation. They were offered an alternate flight from London Luton today but decided to rebook on an alternate carrier from London Gatwick for which they will be reimbursed.

“Whilst the circumstances were outside of our control, we apologise for the inconvenience caused.”

British Airways also came under fire by some for their handling of the flight cancellations, with some frustrated about the time it took to hear where they would be accommodated for the evening. 

A BA spokesperson, however, said that the airline went over and above in its care for passengers. They said that four customer services staff were available to assist customers who had arrived off a flight that was forced to return to Gatwick due to the adverse weather conditions.

"...Customers received a letter detailing the cancellation and advising which flight they were subsequently booked onto (the next morning at 11:10am). It is also our standard customer policy to offer customers hotel rooms to accommodate them on the evening of the cancelled flights," they confirmed.

Pictured top: EasyJet aircraft at Gatwick Airport. (Gareth James/Geograph)