Jet2 says sorry after questioning boy’s disability
Jet2 has apologised after one of its ground staff asked the family of a disabled boy to show proof of his disability.
The 10-year-old boy, who suffers with Duchenne muscular dystrophy, was on his way home after a family holiday in Croatia.
His mother, Alex Johnson, said she was ‘appalled’ at the ‘humiliating’ treatment the family received at Split Airport on their way home.
She said although there had been no issue on the outbound flight, when the family tried to check in on their return flight to Leeds-Bradford Airport staff had no record of her son’s disability.
She was told that two days’ notice was needed to put a motorised scooter on the aircraft.
Mrs Johnson said she was then asked in front of her son: “Do you have proof your son is disabled?”
The following day Mrs Johnson said her son had a ‘complete meltdown’ because of the incident.
A Jet 2 spokesperson said: "We are extremely sorry~to hear of this experience, and we appreciate that it~has been very distressing for Jack and his family. We have been in contact to unreservedly apologise for~the upset caused, and we would like to reassure Jack, his family, and all our customers, that this is not our normal standard of service.
"Although this is an isolated incident, we have learnt a number of lessons and we are urgently reviewing all our procedures to ensure that this does not happen again."~
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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