We had a horrendous flying experience in June 2017. We had flown out from Southampton to Palma with Volotea, a Spanish airline, the week before. They had reluctantly made an announcement regarding my son’s allergy, which we had requested to inform the other passengers to please not consume nuts.
In planning this trip, we had phoned ahead to alert them of the food allergy. We did this when originally doing our booking with Thomson holidays and we were reassured that this would not be an issue.
There were no red flags raised, however, as we were on the runway bus about to board, we were hauled off in front of all the other passengers and told we would not be allowed to board. Lots of shouting, frustrated tears and demands for fairness followed and four more hours of sitting in the airport until we were finally rebooked for the next morning – with Volotea!
Their excuse? They didn’t know about our son’s allergy (despite me specifically calling Thomson holidays and receiving an email to confirm our conversation) and they hadn’t ‘deep cleaned’ the plane. We got home safely eventually but are still battling with Thomson over delay compensation.
Under EU law we were entitled to €250 p/p so €1000 in total. Thomson have offered us £630 because they say we don’t qualify for delay compensation. Reason given: the FLIGHT arrived on time, despite the fact that we weren’t on it. Awful experience and awful after care.