A Nottinghamshire mum and her two sons are stuck in Madeira after their passports were stolen from their hotel room. Hayley Frame, 50, of Carlton, flew to the island from East Midlands Airport on Monday, August 29, with her eight and nine year old sons for their first holiday abroad since 2019.
The self employed social worker had originally booked and paid for the three of them to go to the South of France, but the holiday was called off in late July due to a number of flights being cancelled. Just when it looked like they wouldn't be having a summer holiday, Hayley spotted a Jet2 holiday to Madeira which she booked at the start of August.
Hayley said: "We arrived on Monday from East Midlands but we were early so we couldn't check into our rooms, so we put our bags in the baggage room downstairs in the hotel but I kept all of my important documents with me. We went for a walk around the area, and it was so hot as we were in travelling clothes and we were boiling, so I said to the boys, lets get our swimming stuff and go to the pool, and then check in later.
Read More: Family racing to raise £40,000 so 8-year-old with multiple medical conditions can stay at his home
"We were getting changed into our swimming stuff and the reception lady came through and told us our room was actually ready now. We went upstairs, but we were half in our swimming stuff and half not, so I said tell you what boys lets just dump our stuff and then quickly jump in the pool and come back, so that's what we did."
The family returned to their room in the Jardins d'Ajuda hotel no more than an hour and a half later, and starting to unpack their things. Hayley said: "My son was asking where the iPhone he uses for games was, and I couldn't find it and I then I couldn't find the charger, but we had unpacked everything at this point.
"Then I realised where the phone was and where the charger was, was where the passports were. Someone had obviously come in and taken them, so I start thinking gosh why did we not shut the door properly, and when I went to the door you could see that even when you pulled it and it clicked, you could push it and it would open again, it was a problem with the door frame."
Hayley contacted Jet2 who advised her to contact the police, and reception who sent up a maintenance man from the hotel, but as he only spoke Portuguese Hayley had to use google translate. A manager also came up to the room, and Hayley said: "It took three maintenance men to try and fix it as it wasn't the lock, it was the frame that had been forced.
"All I kept getting told was that these things in Madeira don't happen, these things don't happen, they kept saying that I need to look again, I need to look again, like I had lost them. I haven't lost a charger, a phone, and three passports, and the door had been forced.
"I reported it all to the police, but they seemed to be more interested in how much my phone was worth. We had a massive language barrier and I was having to use Google Translate."
The hotel maintenance staff were able to fix the door, but the family felt scared and unsafe in their room due to what happened. Hayley said: "My children are only eight and nine and they were just petrified, and the whole time the door was being fixed we were scared to leave the room in case someone came back.
It was just horrendous and nobody seemed to get this. I went to reception to ask if we could move rooms because we would feel safer, and they just said these things don't happen, nobody will come in your room, these things do not happen on this island.
"But it has happened, it's happened to me." The mum of two was told "to put something against the door" if she was scared.
Hayley said: "It just astounds me, as I'm alone with my kids, and just how they have sort of behaved but they did move us the next day." After speaking with a Jet2 representative Hayley asked if they would be able to change hotels, but was told "it would take up to three days, and I would have to pay the extra costs.
"Which I couldn't afford to do as I had to pay £300 for the emergency travel documents." The documents are being couriered from Lisbon to an honorary confidant on Madeira, who will then give the documents to Hayley.
Although Hayley had insurance for the holiday with the holiday, it does not cover all the expenses she has incurred due to the incident. She said: "I rang my insurance and they said I'm covered for the theft of the passports and they think I should be able to claim for the emergency travel documents, but all these associated travel costs are not covered, it's only in the case of like medical emergencies."
Hayley and her family were supposed to fly back to East Midlands Airport on Monday, September 5, but due to the documents not expected to arrive until Friday, September 9, they will now be flying home on Monday, September 12, which she has had to pay an addition £176 for in the difference in flights. Hayley will have to miss days of work because of this, and her children will miss their first days back at school.
The family have also had to leave the Jardins d'Ajuda hotel, due to it being fully booked for the upcoming week, so Hayley has had to find and pay for alternative accommodation. Hayley said: "I was meant to be in work, obviously I can't, the boys are supposed to be back at school for Wednesday for their first day.
"I've got my dogs with the dog sitter, which I've got to pay for and extend it by a week. It's had massive implications financially and a massive disruption for the boys not being there on the first day and starting with their peers."
A spokesperson from Jet2 said: “We are sorry to hear of Miss Frame’s experience. Our teams have liaised with Miss Frame throughout, and are continuing to do everything they can to support her.
"Due to data protection, it is important to note that we are unable to request emergency passports on Miss Frame’s behalf as this must be done by the customer. Only once the emergency passport has been received from the UK Embassy, can a flight be booked, as the passport must correspond with a particular date of travel otherwise it is invalid.
"We have advised Miss Frame of this, and that she will need to go through her insurance company to book new flights and accommodation. We are continuing to assist and provide guidance to Miss Frame.”
Her friends have now set a Gofundme page to help her cover the additional costs. To donate, click here.
Nottinghamshire Live has contacted the local police and the hotel for comment but has not received a response at the time of going to press.
Read Next:
BBC Antiques Roadshow guest told £250,000 item actually worth just £150
LadBaby's wife takes to social media for first time after husband's 'mystery woman' drama
Inside 'hidden' and 'quirky' Nottingham alleyway where ‘there’s a bit of everything’
Trentbarton labelled disgusting over plans to cancel "vital lifeline" bus service
