A family holiday to Crete turned into a distressing ordeal for a 15-year-old boy with cerebral palsy after budget airline EasyJet severely damaged his specialised wheelchair, leaving him stranded and in tears.
The incident occurred on flight EZY7013 from London Gatwick to Heraklion on September 8th. Despite pre-booking assistance, the teenager's essential mobility aid was returned to him at the arrival gate with significant damage, making it completely unusable.
Family's Holiday Dream Becomes Nightmare
The boy's mother, Michelle from Hertfordshire, described the heartbreaking moment her son realised he had lost his independence. "He just burst into tears," she recounted. "This wheelchair is his legs. Without it, he couldn't move around the airport or enjoy any aspect of our holiday."
The specialised equipment, valued at approximately £5,000, had its joystick control snapped off during handling. The damage was so extensive that the chair became nothing more than a stationary seat.
EasyJet's Inadequate Response
Despite the clear violation of disability rights and airline regulations, EasyJet's response proved inadequate. The airline offered a replacement wheelchair described by the family as "an old people's buggy" entirely unsuitable for a teenage boy.
"They expected my active 15-year-old son to use what amounted to a shopping trolley," Michelle stated. "It was humiliating for him and completely impractical for our holiday needs."
Broken Promises and Lost Enjoyment
The family's seven-night holiday was effectively ruined. EasyJet's promise to repair the chair within 48 hours never materialised, leaving the teenager confined to his hotel room and unable to participate in family activities.
Even upon return to Gatwick, the ordeal continued as the damaged wheelchair had to be pushed through the airport by family members, causing further distress and inconvenience.
Growing Outrage Over Airline Treatment of Disabled Passengers
This incident highlights the ongoing struggle disabled passengers face when travelling. Despite regulations requiring proper handling of mobility equipment, such cases continue to occur with alarming frequency across the airline industry.
EasyJet has apologised and offered £350 compensation, but the family considers this insufficient given the complete ruin of their holiday and the trauma caused. The Civil Aviation Authority has been notified as calls grow for stricter enforcement of disability rights in air travel.
