Carolyn McCall tells Fortune’s Pattie Sellers that great days are rare when leading an airline.
Bargain airline EasyJet apologized to more than 130 passengers after they were left stranded on a British island in the English Channel for three days.
An EasyJet flight was supposed to leave Jersey, a British possession located off the French coastline, on July 30 but a “technical issue” snarled the flight’s departure. The airline said it was unable to to fix a problem with their original plane and speedily locate a replacement.
“We are very sorry that the flight EZY6474 from Jersey to Newcastle on 30 July was delayed overnight,” EasyJet spokesperson Holly Mitchell told USA TODAY in a statement. “This was due to a technical issue with the aircraft which required an engineering inspection.”
She added, “Engineers attended the aircraft but unfortunately this could not be resolved which caused a further delay. The flight was due to operate this morning but the issue was unable to be resolved and so a replacement aircraft will operate the flight from Jersey later today.”
Passengers and their family members have expressed frustration with the airline on social media.
“So my parents were scheduled to fly home from Jersey on Tuesday, and they’re STILL stuck in the airport with all the other passengers waiting for the plane to be fixed,” Twitter user @absolutely_andy wrote early Thursday morning EST. “Making them get on a plane that is taking 2+ days to be fixed is torture. Surely you can do better?”
“Been stuck in Jersey Airport for 48 hours,” EasyJet passenger Rosy Ryan wrote several hours later. “We were due to depart on Tuesday afternoon and it’s now Thursday afternoon. I know all the staff in duty free by their first names and also know their blood type. I’m very over it.”
Ryan shared a photo with USA TODAY on Thursday before boarding a flight. USA TODAY has reached out to Ryan for further details about the experience.
“We understand the frustration this will have caused to our customers and we continue to do everything possible to minimize the impact of the delay,” Mitchell added in the EasyJet statement. “We provided for hotel accommodation and meals as well as the option of transferring to an alternative flight free of charge.”
She noted, “Customers are also entitled to compensation in line with EU261,” referring to European Union legislation governing compensation for passengers who are subjected to flight cancellations, long delays or denied boarding.
Papers, please!: Don’t let travel document problems ground your next vacation
Read or Share this story: https://www.usatoday.com/story/travel/airline-news/2019/08/01/easyjet-strands-passengers-on-english-channel-island-for-3-days/1887890001/