Belfast airport and easyJet apologise after disabled pensioner left waiting on plane
The 75-year-old Bangor man and his wife (72) had already faced a 'three-hour delay' on the easyJet flight to Majorca and were then forced to wait another hour for special assistance to be taken off the return flight back in Belfast.
And when they eventually gained access to the Northern Ireland port, immigration officers had left their customs desks leaving the couple stranded for some time to have their passports checked.
The pensioner, who wished to remain anonymous, hit out at what he claims is 'chronic under-staffing' of special assistance.
He said: 'The problem with Belfast International Airport was on the night. There were five flights in before us and we ended up doing laps of Lough Neagh waiting to land.
'At Belfast they have a Combi-Lift and vehicle, which is a machine that comes along and is raised up to the plane door so that you get off on your wheelchair. I understand that there may have been a lift that was out of action because it is damaged and needed to be repaired.
'On the way out to Majorca we had a three-hour delay and got to our rooms at 6am and I also ended up in hospital there, with pneumonia. So, it was eventful enough even at that point.
'On the return, back to Belfast we ended up having to sit on the plane for the best part of an hour - 50 minutes for sure - before we were able to get off. You can't use the loo, which surprised me and there was no offer of any water. And then when we did get off, of course there was no one at the desk [immigration] and I was told , 'No, you can't get into the country'.'
The delays to immigration were resolved soon afterwards.
He added: 'I've been getting special assistance for five or six years and it is arranged in advance of my flights. I have osteoporosis and have cracks at the bottom of my spine, so I don't do standing for very long at all or walk any distance.
'As well as that my right ankle became fused years back and I also have atrial-fibrillation, which is an irregular heartbeat, which leaves me breathless, that's why I have to have the wheelchair.
'The truth of the matter from my point of view would be that, if you go to any other airport in the UK and certainly even in Majorca, they are not understaffed for people who are prepared to push wheelchairs and that type of work. It's really chronic under-staffing for special assistance in my opinion.'
News Catch Up - Friday 16 May
An easyJet spokesperson said: 'This is clearly not an acceptable experience and absolutely not what we expect for our customers, and we are looking into why this happened with the airport and their special assistance provider.
'Our crew remained onboard with the passenger while waiting for the airport's special assistance to arrive to ensure his well-being and water and toilets onboard were available.'
Stormont and the Government's Levelling Up fund has previously provided Belfast International with several million pounds in funding for investment in transport support.
Persons of Reduced Mobility using Belfast International Airport are provided with assistance as and when required on their journey through the airport at no extra cost, according to the airport's website.
Belfast International recently completed the first phase of its £100m upgrade and expansion redevelopment plans.
An airport spokesperson said: 'The safety and comfort of all the passengers that travel through Belfast International Airport is our priority and we are deeply sorry that the service experienced on this occasion was below our usual high standards.
'This was due to a number of aircraft arriving earlier or later than their scheduled arrival time and a number of passengers requiring assistance who had not booked, which conflated the problem.
'The provision of Special Assistance in every UK airport is audited by the Civil Aviation Authority and we work closely with them to ensure we are providing the highest standard of care for the over 110,000 passengers who require Special Assistance at Belfast International Airport every year.
'Belfast International Airport has received a Good rating from the CAA for its Special Assistance provision. We again apologise for the inconvenience caused to the passenger and would be happy to discuss the issue with the passenger directly.'
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