A disabled woman has been left 'very upset' after missing her £1,400 TUI holiday to Fuerteventura because her mobility scooter battery lacked the required identification label.
Carol Hutchins and her daughter Layla were due to fly from Manchester Airport in late October to the TUI Magic Life Hotel. However, staff refused to load the scooter as the battery had no visible label showing its type and watt-hour rating, a requirement under safety regulations.
TUI confirmed that the Conditions of Carriage, which outline the battery labelling rules, were emailed to Ms Hutchins four times as her booking was amended, and provided twice more with ticket documentation. The airline offered alternative flights and a hire scooter at the resort, but Ms Hutchins declined, feeling uncomfortable without her own mobility aid.
'We're sorry that Ms Hutchins wasn't able to travel on her holiday, and we recognise how upsetting that must have been for her,' a TUI spokesperson said. 'The TUI airport team supported her on the day and explored alternative options, which she chose not to accept.'
Ms Hutchins, who booked the trip at a TUI Doncaster branch just two weeks before departure, has been left more than £1,000 out of pocket. There is no indication that TUI failed to follow correct procedures.
