My complaint:
We arrived at Manchester airport on 3/7/23 with my husband a fully dependant wheelchair user , we were travelling to Antalya in turkey we had an absolutely horrendous time trying to get thru security with the wheelchair as the dedicated lanes for disabled etc where taken up by families with prams etc so the time spent stood waiting was rediculous, we had booked assistance thru the airport for myself (I have ms ) and my husband who is in a wheelchair but when we asked for assistance there was non available hence I had to push my husband thru in his chair , this was exceptionally hard for myself as I am not very mobile myself and find walking and standing for long periods impossible so the delays in the assistance que s actually made me quite ill but our main problem was the fact that when we got to boarding the plane we were put on the assistance lift to actually board the plane as my husband can only transfer a few steps ! I specifically asked the people who loaded us “what would happen to my husbands wheelchair when he transferred to the plane as he wouldn’t be able to depart the plane in turkey without it !” I was assured that the lift would take it down to the hold and it would be loaded straight away and be waiting for us when we arrived in Turkey
On arriving in Antalya my husband was put into an airport wheelchair and pushed thru to the luggage collection hall where we were told his wheelchair would come thru ! We waited and waited but no wheelchair ! After a long while we found a jet2 rep who went and asked the appropriate questions for us to find our wheelchair ! After nearly 2 hours of waiting the airport decided that they couldn’t find the chair so asked if we would take one of their wheelchairs to our hotel and they would find the chair and contact us ! This we did as fortunately we had a private transfer company who luckily waited whilst all this was going on even tho they have since asked us for extra money for their time wasted waiting for us ! Which I suppose is fair , if we had been on a transfer coach we would have been left stranded at the airport!! All of this ment that it was after 2am in the morning before we even got to our hotel with very hungry upset children and 3 disabled people who had had an horrendous time actually getting there ! The wheelchair the airport loaned my husband was an absolute death trap and after getting into our room and having to fold it up a wheel fell off it making it totally unusable for my husband ! My son in law tried to make it usable but it was not safe and since my husband uses his chair all of the time every day this made him totally room bound for the first 3 days as he couldn’t get about at all ! On the 4th day his wheelchair was delivered from the airport it had been left in Manchester and had been put on a later flight and was now here !! My husband could at last get about normally which was a total shame for him as we were on a 7day holiday and 4 out of the 7 days he was totally captive in our room !
As you can see this totally ruined our holiday we had paid an extortionate amount for this family holiday 5 star all inclusive 5 adults 3 children it should have been out of this world but unfortunately my husband had to eat cold food brought to his room which didn’t even have a veiw just roofs it was really hot and he was stuck inside for more than half our holiday which ruined it for us all really as we felt it wasn’t fair for him to be alone all the time all because you jet2 didn’t ensure his wheelchair was loaded onto our airplane which is surely basic protocol for a totally disabled guest who may I add had forewarned jet2 well in advance that he was a total wheelchair user who would need assistance and even filled out your protocol forms to make sure everything would run smoothly !!!! I would hate to think what situation we would have been in if we weren’t travelling with family as our daughter and son in law spent hours running up and down Antalya airport trying to get us the help we needed (I wouldn’t have been able to do it on my own as I was already in agony from having to push him thru Manchester airport .. totally a bad show all round
I think it only fair that you compensate us for this as it was totally jet2 a fault and no fault of our own
Suggested solution:
I think we should be compensated as the loss of my husbands chair ruined half of the time we should have been enjoying
