easyJet tells disabled mum to pay 'extra £300' for her hotel transfer

26 January 2024 , 17:53

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Jackie McKibbens, pictured with husband John, has hit out at easyJet (Image: Supplied)

A disabled mother who needs a special assistance walker is furious after easyJet told her she would need to pay nearly £300 to get to her hotel.

Jackie McKibbens, 53, had added special assistance to her booking - which the company claims makes travel accessible to all customers - but was stunned when she was informed she could not use the standard coach transfer at Malaga Airport in Spain.

EasyJet instead told the mum, who has cerebral palsy, she would need to pay an extra £267 for a private transfer to her hotel in Fuengirola because the transfer company could not accommodate her walker. The walker, which folds down like a pram, has been labelled as a wheelchair by easyJet.

Mum-of-three Jackie has never had an issue with storing her walker on a transfer coach before, and with her and husband John sharing just one case, she says there should be plenty of room. The couple, from Livingston, West Lothian, requested a refund and cancellation due to the whopping extra cost but claim the airline has refused to return their deposit.

Jackie, who works in telesales and admin, said: "This is the first holiday I have ever booked with easyJet and it will be the last. I have cerebral palsy and I need to use a walker, I had added special assistance to my booking but they have emailed me to say the transfer will not accommodate my walker.

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"They said they don't have any room for it and that I'll need to pay an extra £267 for a private transfer to the hotel. We only take one case so there should be extra room."

The couple, who live in Livingston, West Lothian, are now no longer travelling with easyJet and have finally got a refund (Supplied)

The walker, which folds down like a pram, had been labelled as a wheelchair by easyJet (Supplied)

Speaking to Daily Record, the mum continued: "I will never book with easyJet again. They would not do this to someone with a buggy or a golf trolley but they think it is acceptable to do it to someone with a disability. I am absolutely disgusted and feel like they thought it was easier to do this to me because I am disabled.

"It is just so shocking and upsetting. The woman told me I was wishing to take another item on the plane - I am not wishing, it is a necessity, I have cerebral palsy and can't walk without my walker."

Jackie and John are due to fly to Malaga from Glasgow for a week-long holiday on May 21, but the couple now want a full refund so they can book with another company.

If easyJet paid for the private transfer, they would keep their booking but have vowed never to use the company again after much better experiences with Jet2 and TUI. Jackie said she tried numerous times to contact easyJet to try and resolve the situation and explain her walker is small and foldable.

But she had no luck or help from the company, she says, and after posting on a social media page to request assistance, she was contacted by a scammer - but thankfully realised before it was too late.

Jackie was desperate for the company to get in touch and help her. She said: "No one will help me or speak to me. I have even sent a photo of the size of my walker. I've tried to phone easyJet numerous times and the last time I was told all the managers were in a meeting.

"I am absolutely disgusted at them and I now don't know what to do. I asked to cancel but they won't refund the deposit. They did offer me credit for the deposit but we will never use them again.

"All we want is for easyJet to see this and get in touch with us to deal with this farcical. I am so upset over it, they wouldn't do this to a woman with a twin pram. I don't see what the issue is of putting the walker where all the cases go."

Since the family got in touch with the Daily Record, easyjet agreed to waive the original fee. A spokesperson for easyJet said: “We’re really sorry to hear that Ms McKibbens is unhappy with her experience. It’s so important to us that brilliant holidays are accessible to all which is why we have a dedicated easyJet holidays Special Assistance team, who will make all necessary special assistance arrangements for the three stages of our customers’ holidays – the flight, the transfer on beach holidays, and the hotel.

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“On some occasions, our transfer partners in destination may need to operate a private transfer, based on the customer’s adaptation needs and mobility aids. In these cases, we incur additional costs from our transfer provider, so our Special Assistance team will contact our customer to discuss their options. Once again we’re sorry to hear that Ms McKibbens is unhappy, and a member of our team is in touch with her to discuss her options.”

Kaitlin Easton