One woman’s trip to see her son for the first time since he moved to Spain was put on hold after their plane took off without them, despite arriving to the airport hours early.
The Ryanair flight took off without her, her husband and a number of other passengers waiting to board the plane.
Margaret Harrop and her husband John, both retired, were due to fly out to Alicante at 11am on September 28 to see their son Keith and his partner Lynne for the first time since they moved to Costa Blanca in July 2020.
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The couple arrived at the airport at 8:20am, well in advance of the flight. They passed through bag drop-off and security quickly and were ready for their trip.
They went to the special assistance and were told to go to their gate at 10am. Margaret and John arrived 20 minutes early, at 9:40am.
What happened afterwards shocked the retired couple. They were taken to board the plane and were waiting on a special assistance lift "10 or 20 yards" from the plane.
However, despite that, they weren't able to board - which Ryanair put down to the special assistance provider's failure to "fulfil their responsibility to these passengers causing them to miss their flight".
Margaret, who is disabled, and John were among seven people who watched the plane taxi onto the runway and leave Newcastle Airport without them from a special assistance vehicle just "yards away".
They even claim that they saw their luggage being removed from the aircraft ahead of its take-off.
John said: "We got one of these shuttle lifts that raises you up and puts you in the plane if you're disabled, and we could see people getting onto the other side of the plane. We couldn't see their faces, but then we started to see one or two bags being taken off and Margaret said to me, 'that's our bag.' I said, it can't be.
"We were standing there for about 25 minutes and then all of a sudden, the plane started to move and Margaret said that plane's moving, and I said of course it wasn't we're not on it yet! But it was."
"The bloke in charge of the shuttle was mumbling and he said there's been an issue, but he wouldn't say anymore."
Margaret and John were then taken back to the terminal, where they were made to wait for "an hour, maybe more," while airport staff were "having a meeting".
After apologising, the seven passengers left behind were promised places on the Jet2.com flight at 6am the following morning, which had eight vacancies. John and Margaret were also offered the option of staying at a hotel at the airport, which the other five guests chose, or a taxi to go home and return for the flight the following morning.
Margaret, 76, said: "It was a bit of a nightmare, we don't really know whose fault it was because we never got to know. We still don't know the full story.
"I knew my son and his partner were over there waiting for us, it's a while since we've seen them so it was very disappointing, especially having to come back to the horrible weather on Wednesday afternoon. It was so, so annoying and we were disappointed not only because we didn't get there on Wednesday, but because nobody informed us about anything.
"All my medication was in the case and I didn't know whether it was on the plane or not - I've got it now, but nobody told us anything. We were there in loads of time, everybody was. We were just sitting in the departure lounge until they came for us - it wasn't any of our faults because we were already there.
"It just shouldn't have happened, if it'd been the other way and I had been able to just been able to walk up the stairs, I would have been on my holidays."
Margaret's son Keith said: "Luckily they haven't got a hotel booked, they're just staying with us. So they're not losing any money, but it was upsetting for them.
"I was really annoyed just by the way they were treated. My mam has bad mobility with her legs, high blood pressure and a few medical conditions, stress is the last thing she needs."
The couple are now in Spain enjoying quality time with Keith and Lynne, on a 16-day trip instead of the originally planned 17.
A spokesperson from Newcastle Airport said: "Following investigation, we can confirm that seven passengers that were assisted with their journey through the airport were unable to travel. The passengers arrived at the aircraft in advance of the scheduled departure time but were not permitted to board the aircraft.
"Newcastle Airport assisted all customers affected by ensuring they departed on the next available flight."
A spokesperson from Ryanair said: "Special assistance at Newcastle Airport is provided by a third party – not by Ryanair. We are disappointed that the third party provider at Newcastle Airport failed to fulfil their responsibility to these passengers causing them to miss their flight."
Ryanair declined to answer enquiries on why the plane did not wait for those on the special assistance vehicle and why Mr and Mrs Harrop's luggage was removed from the plane.
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