Mum finds out easyJet return flights for her family have been cancelled while in Spain
When Izzy Ramsay approached the check-in desk, her booking was nowhere to be found.
A young Scots mother was left in a state of panic, fearing she would be stranded in Majorca after her family's return flight seats were abruptly cancelled.
Izzy Ramsay, 21, had jetted off from Prestwick, Scotland, to Palma de Mallorca Airport with her 18-month-old son Blair and partner Mackenzie, 22, on Monday, May 5, for a five-day holiday that had been booked two months prior.
They were accompanied by her friend Issy Mulholland and the group enjoyed their time under the sun at Bluesea Cala Millor, a short distance from the airport. However, their journey back home to Knightswood turned into a nightmare.
Their easyJet return flight to Glasgow Airport was scheduled to depart Spain just before 7pm (local time) on Saturday, May 10. But when Izzy approached the check-in desk, her booking was nowhere to be found, as reported by Glasgow Live.
While friend Issy managed to check-in and secure her boarding pass, Izzy and Mackenzie, whose little boy was suffering from a temperature and heat stroke at the time, were informed that their seats on the plane had been cancelled. This news triggered a panic attack in the young mum.
"They said we've been taken off the plane and I was freaking out," she expressed. "I would have remembered if I cancelled the flight. No one has logged into my account or has access to the booking."
She then struggled to secure a return flight to Glasgow with her son. Rioting in Palma and logistical nightmares compounded the family's distress.
She recounted the stressful situation: "[Airport staff] said I'd have to book a new flight so I went on to check and there were no flights back to Glasgow. There were spaces left on the plane so I asked if me and my son could get on and then his dad could wait for the next plane.
"They basically said we were going to be stuck in Palma for a few days. We couldn't go anywhere because of all the rioting against tourism.
"We couldn't drive back to the hotel because we gave the hire car back and a return taxi would have cost us £400. I had to beg to get on the plane."
Despite the challenge, the trio did manage to board the aircraft, although it came at a cost with an additional fee of £300, adding to the £900 they'd already shelled out for their getaway through Love Holidays.
Izzy shared further: "I was terrified of not being able to get home. Blair had heat stroke and was really ill, I tried to speak to pharmacists and doctors but no one could understand me.
"I tried to get in touch with a family nurse back in Glasgow but I couldn't get hold of her to figure out how to get his temperature down. I was freaking out and so scared I wasn't going to be able to get home or anywhere in Palma.
"The prospect of spending our rent money on getting back was quite daunting. The relief of boarding the plane was palpable, especially after fellow passengers saw me having panic attacks at the airport."
Blair was extremely distressed and due to the chaos, he couldn't sleep. He was exhausted and upset, refusing to eat anything. The family had run out of milk, with only one bottle left for the flight, which was the only thing Blair would consume.
"This was my first time being abroad in my entire life and it ruined my holiday, it was so traumatising thinking about being stuck in that airport," Izzy explained.
An easyJet spokesperson clarified that the airline did not cancel the booking, but it was cancelled by a third-party booker "10 minutes after the booking was made" on March 11, and a refund has been issued.
Their statement detailed: "As the cancellation was done online, we are unable to confirm if this was requested by the customer or Love Holidays, however if the method of payment was Love Holidays', they are responsible for passing the refund onto their customer and notifying them."
Love Holidays expressed regret over Ms Ramsay's ordeal. A representative from the company explained that after looking into the matter, it was found that the flight was cancelled via easyJet's online Manage my Booking portal roughly 10 minutes after Izzy booked her holiday.
They also verified that easyJet has returned the cost of the flights to Love Holidays - less a £49 cancellation fee - and they are "processing this for the customer now".
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