A woman in a wheelchair missed her Ryanair flight to Bristol after being left behind by special assistance staff at Lanzarote Airport on 12 May. The incident occurred when she was reportedly forgotten in the accessible passenger lounge at Terminal 1 and was not taken to the boarding gate in time.
The passenger had to spend the night on the island before flying with Ryanair the following day. Local media linked the error to heavy workloads faced by subcontractors working for Aena, Spain's state-owned airport operator. The assistance service is provided by Mitie.
A Mitie spokesperson apologised, stating: 'This incident occurred due to a coordination error, and we have apologised directly to the passenger for the inconvenience caused. We provided accommodation, rearranged the return flight and ensured she was fully looked after throughout.' The company supports over 70,000 passengers at Lanzarote Airport each year.
The passenger is believed to be British, though her nationality has not been confirmed. It is unclear whether she was travelling alone. An Aena spokesperson said: 'The airport is currently investigating the incident and will take any appropriate measures, if necessary, in accordance with the existing contract and the agreed service level requirements.'
This is not the first such incident at Lanzarote Airport. In March 2023, two elderly passengers who had requested assistance were reportedly forgotten and missed their easyJet flight to Liverpool. Reports at the time cited 'serious deficiencies' in the management of the assistance service, with workers complaining of long hours and staffing shortages.
