09 October 2023 , 10:54
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A mum says she was kicked off a flight after she became unwell due to her Type 2 diabetes and menopause.
Helen Taylor, from Chester-le-Street, had been looking forward to a mini-break with husband David. The 56-year-old and her partner headed to Newcastle International Airport on Monday, October 2 and boarded their Jet2 flight without any problems. But when she returned from the toilet, staff began to question whether she was fit to fly. Helen said she had begun to sweat and felt a little dizzy - a consequence of having just eaten for the first time that day.
"I had just eaten after not eating all day and I have Type 2 diabetes, so it is just my blood sugars relevelling. All I [needed] is to sit down and have a drink of water and I will be perfectly fine," Helen told Chronicle Live.
The mum told the querying flight attendant that she was also going through the menopause which makes her sweat. "Two minutes later, I was right as rain," she added. Despite feeling much better after a short break, Helen's problems had just begun. The flight attendant told the County Durham woman that she would have to undergo a medical.
The mum was told to get off the Jet2 plane (NurPhoto via Getty Images)Helen told the flight attendant that her reaction was perfectly normal and that she'd be completely fine in a few minutes time. "But she came back again 10 minutes later and said, 'We've made a decision that you are going to have to leave the aircraft, we think you are a flight risk.' "I said,' What for having diabetes? Do I look ill now?' and she said, 'Well actually you don't'."
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Helen went to speak to the captain, claiming that they seemed to agree with her that she looked well enough to fly. Despite this, the aviation chief backed the decision of the cabin crew member and said Helen had to get off the plane.
The couple said they were then "frogmarched through the airport" and made to return their duty-free purchases before undergoing questioning by Border Control. They made their way home in an Uber after collecting their bags.
"I had never heard anything so ridiculous in my life. I cannot believe how we were treated. It was absolutely insane. They can't do this to people, Helen, who works as a health and social care teacher, added. She questioned why no medical or mobility assistance was provided when getting off the aircraft if she was "unfit to fly".
"They were making a decision on unsubstantiated evidence because they were not doctors. They didn't provide any medical or mobility assistance getting off the plane, on the tarmac, or going through the airport. Or any assistance with the bags. And this is when they said I am unfit to fly," she said.
Helen claims she had tried to contact Jet2 multiple times, both at the airport on Monday and in the subsequent days to complain and get a refund for the £1,800 break. They have been unable to claw any money back through their insurance company either.
"We fly with Jet2 a lot for short breaks and have three booked for next year with them. We have never had this problem. I want to put this out there so, hopefully, Jet2 think twice before doing this to someone else," Helen finished.
Jet2 said it has apologised to Helen and confirmed that it would refund the cost of her holiday. A spokesperson for the firm said: “After liaising with independent medical aviation specialists, our crew took this decision as the health, wellbeing and safety of our customers is always our first priority. However, after investigating further as a matter of absolute priority, we have been in touch with Ms Taylor to apologise and to refund her holiday as a gesture of goodwill.”
As unfair as it may seem if you feel okay, airlines have the right to stop you flying if staff deem you to be too unwell. The World Health Organisation (WHO) states: "Airlines have the right to refuse to carry passengers with conditions that may worsen, or have serious consequences, during the flight.
"They may require medical clearance from their doctor if there is an indication that a passenger could be suffering from any disease or physical or mental condition that could be a hazard to the safety of the aircraft, reduce the welfare and comfort of the other passengers and crew members, require medical attention during the flight, or may be aggravated by the flight.
"If cabin crew suspect before departure that a passenger may be ill, the aircraft’s captain will be informed and a decision taken as to whether the passenger is fit to travel, needs medical attention or presents a danger to other passengers and crew or to the safety of the aircraft. Airline policies vary and requirements should always be checked at the time of, or before, booking the flight.”
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