A Scottish family’s Christmas holiday was thrown into chaos after Ryanair “abandoned” them at an Austrian airport.
Katie Brown, 25, who uses a wheelchair due to cerebral palsy, found herself – alongside her father Graeme and his wife Vikki – abandoned at Vienna International Airport on Friday after her flight departed without letting disabled passengers onboard, leaving her without vital medication and luggage.
The family were then left thousands of Euros out of pocket after being forced to book emergency accommodation and alternative travel arrangements.
The family, who had been enjoying a Christmas break in Vienna, were initially told their flight was delayed by two hours due to technical issues.
The family had been enjoying a Christmas break in Vienna (file photo)
GETTY
They were escorted to their gate by airport assistance staff alongside an 84-year-old solo passenger who also used a wheelchair.
But when the assistance staff failed to return to help them aboard, they were incorrectly informed that the flight had been cancelled.
The passengers later discovered the flight had actually departed without them and the elderly passenger, taking their luggage – including Katie’s medication – with it.
The flight eventually left Vienna almost two hours and 40 minutes behind schedule, landing in Edinburgh approximately two-and-a-half hours late.
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The passengers later discovered their flight had actually departed without them
PA
“The fact that our bags – including my medication – were flown home without us is shocking,” Katie told BBC Scotland News.
“We were abandoned at a gate and lied to, being told the flight was cancelled when it wasn’t.”
She added: “It feels like the airline decided it was cheaper to leave us behind than to risk potentially having to pay a hefty compensation bill for delaying the flight beyond three hours.”
“It looks like they made a judgement call to save money at the expense of disabled passengers. It’s disgraceful and has left us feeling completely dehumanised.”
They were offered seats on the next available Ryanair flight, but this would have meant waiting until New Year’s Day, causing Katie to miss her 26th birthday celebrations on Hogmanay.
The family eventually made it back to Edinburgh on a Jet2 flight
REUTERS
Ryanair’s policy states that passengers could be entitled to compensation if their flight is delayed by three or more hours.
But facing a five-day wait until the next flight with the low-cost carrier, the family was forced to book a Jet2 flight home on Sunday instead.
They also had to contend with significant expenses in one of Europe’s priciest cities, including costs for emergency medication, accommodation, clothing and essential items.
The airline has denied any responsibility for the incident, instead placing blame on the airport’s special assistance staff.
The family said they have not received an apology or formal explanation from Ryanair regarding the incident.
A spokesman for Ryanair told GB News: “Special assistance at Vienna Airport is provided by Vienna Airport’s special assistance provider – not Ryanair.
“Unfortunately these passengers were brought to the gate late by the special assistance provider at Vienna Airport and as flight boarding was already closed these passengers missed their flight.”
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