An irate mum has slammed easyJet after she was shockingly informed via email that her holiday was cancelled while she was mid-flight. Kerry Andrews had planned a celebratory trip to Alicante with her daughter, who had just completed her exams, departing from Manchester airport without any issues. However, during their flight to Spain, Kerry received an email notification of the cancellation of their entire package holiday.
Initially dismissing the email as an error after successfully checking into their hotel, the reality hit when they were denied boarding for their return flight at Alicante airport. The mother recounted the confusion at the check-in desk: “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.”
In a stroke of luck, due to her daughter’s autism, they received special assistance which led them to book the last two seats on a flight back to Manchester with another airline. Despite this resolution, Kerry and her daughter faced financial strain as they awaited a refund for the original flights, effectively paying double the price for their return journey, reports the Mirror.
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Kerry has since received a refund upon returning home. She had to borrow money to manage her expenses and expressed frustration at the lack of clear communication from easyJet. She said: “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.” Despite the ordeal, she commended the special assistance staff at Alicante airport as ‘wonderful’. For money-saving tips, sign up to our Money newsletter here
An easyJet holidays spokesperson said: “We’re really sorry to hear of about Kerry’s experience after receiving an email in error that we had cancelled her holiday. We’re pleased Kerry’s holiday was able to go ahead as planned however we’ve organised a full refund for the holiday, as well as a refund for the cost of the alternative flights home she booked.”
