More than thirty British holidaymakers faced a travel nightmare on Monday morning after their Jet2 flight to Alicante took off from Manchester Airport without them. The group missed their departure after mistakenly heading down a stairwell that led to a dead-end area, rather than to the aircraft.
A Costly Wrong Turn
The incident occurred on Monday 20 January 2026. Passengers reported becoming lost after taking an incorrect turn, which directed them away from the boarding gate and into a restricted stairwell. The area provided no exit or route to the tarmac, leaving the group stranded.
Some travellers stated they waited for up to 40 minutes in confusion, unable to find their way to the plane. One frustrated passenger later questioned why a final headcount was not performed by the airline's staff before the aircraft departed, a standard safety and customer service procedure.
Airline Response and Passenger Arrangements
Jet2 has issued a public apology to the affected customers. A spokesperson confirmed the airline is urgently investigating the incident in collaboration with Manchester Airport authorities to understand the full sequence of events and prevent a recurrence.
In response to the major disruption, Jet2 arranged alternative flights to Alicante for all impacted passengers. As a gesture of goodwill, each stranded traveller was also offered a £10 voucher. While this addressed the immediate travel need, many passengers were left distressed by the experience and the significant delay to their holiday plans.
Broader Questions for Airport and Airline Protocols
This event raises serious questions about passenger guidance and final checks at busy UK airports. The failure of multiple passengers to reach the gate suggests potential shortcomings in wayfinding signage or last-minute gate changes.
Furthermore, the absence of a headcount has become a focal point of criticism. Industry observers note that while not always a formal requirement, a final passenger manifest check is a crucial customer service step, especially when boarding is chaotic or delayed.
Both Jet2 and Manchester Airport are expected to review their joint procedures for directing passengers and conducting final communications before aircraft pushback from the gate.
