Disabled Mother's Dream Holiday Cancelled at Airport Over Battery Labelling Issue
A disabled mother has been left heartbroken and financially out of pocket after missing her long-awaited TUI holiday to the Canary Islands due to a critical oversight with her mobility scooter battery. Carol Hutchins, who had booked a sunny getaway to the TUI Magic Life Hotel in Fuerteventura with her daughter Layla for late October, saw her plans crumble at Manchester Airport when staff refused to load her scooter onto the aircraft.
Safety Regulations Lead to Holiday Heartbreak
The cancellation stemmed from Carol's mobility scooter battery lacking a visible identification label, which is a mandatory requirement under aviation safety guidelines. Without clear labelling showing the battery type and watt-hour rating, airport personnel could not legally approve it for transport. This left Carol "very upset" and more than £1,000 out of pocket, as the holiday cost approximately £1,400.
A TUI spokesperson expressed regret over the situation, stating: "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. This was due to them not having the required documentation and battery identification information for their electric mobility aid, which meant it couldn't be cleared to fly under safety guidance."
Repeated Warnings and Alternative Offers Declined
According to TUI, the Conditions of Carriage—which outline specific instructions for passengers travelling with mobility aids—were sent to Carol four times via email as her booking was amended, and provided twice more alongside ticket documentation. These conditions explicitly state that batteries must be clearly labelled with type and watt-hour rating, and that failure to show this can lead to refusal.
When the issue arose at the airport, TUI's on-site duty manager attempted to mitigate the disruption by liaising with the resort team in Fuerteventura to locate an alternative mobility scooter for Carol's use during the holiday. However, Carol did not feel comfortable travelling without her own scooter or risking being without one temporarily at her destination.
TUI also offered Carol and Layla two alternative flight options and goodwill vouchers, but these were declined. The travel company emphasised that their airport team supported Carol on the day and explored all possible alternatives.
A Cautionary Tale for Travellers with Mobility Aids
Carol's experience serves as a stark warning for Britons travelling abroad with mobility scooters. TUI's website provides clear guidelines for customers using such devices, which include:
- Checking your battery type and specifications in advance
- Providing battery details to TUI as early as possible
- Bringing manufacturer documentation to the airport
Accepted battery types on TUI flights include:
- Non-spillable batteries (e.g., AGM, Gel Cell, SLA)
- Lithium batteries with specific watt-hour limits: single battery maximum 300Wh or two batteries maximum 160Wh each
Wet cell (spillable) batteries are strictly prohibited. For those without documentation, TUI recommends checking the British Healthcare Trades Association website or contacting the device manufacturer.
Carol had arranged her holiday at the TUI Doncaster branch on 23 October 2025, within a fortnight of departure. The travel agent contacted the welfare team during the booking to ensure the mobility scooter was included, highlighting the importance of early communication. Despite this, the crucial battery labelling oversight ultimately led to the holiday's cancellation, underscoring the need for meticulous preparation when travelling with mobility aids.
