Mum broke down sobbing as easyJet sent family hundreds of miles for a canceled flight

After her first flight was cancelled, mother Sarah Thomas, from Rumney in Cardiff, had to travel across the country with her two children and disabled sister in tow, only for the second flight to take the same route

The family had to endure not one, but two canceled flights
The family had to endure not one, but two canceled flights

A mother was “heartbroken” after easyJet canceled her family’s flights, forcing them to travel hundreds of miles just for the second replacement flight to be cancelled.

Sarah Thomas, 38, from Rumney in Cardiff, and her family were among the many thousands disappointed by the low-cost airline when an IT failure canceled flights on its network.

On Thursday (May 26), Sarah’s family had planned to fly to Turkey for a holiday that had been postponed for years thanks to the Covid pandemic, reports have said KentLive.

They were originally booked to depart Bristol Airport, but that flight never really took off.

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Sarah was traveling with her two daughters and her disabled sister


Sarah Thomas/Media Wales)

After three years of preparation, the family was looking forward to the trip


Sarah Thomas/Media Wales)

Sarah said: “I’m a nervous flyer anyway. They then delayed it because they said something was wrong with the plane.

“Five minutes later they said it was cancelled. The plane was there.

“We literally looked at it. There were other people going to a wedding.”

After learning the flight had been cancelled, Sarah and her family had to go through lengthy procedures just to exit the airport.

With two young children, Sarah said she found the ordeal stressful, like many others in her situation.

She claimed: “When they canceled, we were told that we were not allowed to leave the gate because we had to go through immigration, even though we hadn’t been anywhere.

“They said a person from easyJet would be waiting for us in the baggage claim area to help us.

“When we got there, nobody was there.”

Sarah said her family spent hours on the phone with easyJet waiting for news about their options.

They were eventually re-booked on another flight from Gatwick for the following evening, with the airline also telling her that she and her family, which included her disabled sister and two daughters, would be booked into a hotel at the airport when they reunited could organize themselves to the airport which cost them £350.

As Sarah and her relatives sat in a taxi from Bristol Airport to London Gatwick, they reconnected with easyJet.

She said the airline then told them to book it themselves and claim the money back, which cost single mum Sarah a further £207.

To make matters worse for the family, their rebooked flight from Gatwick was not due to depart until late Friday evening, meaning they had to spend over seven hours at the airport on Friday (May 27) as their hotel checkout was 2pm.

The family, desperate to go on vacation, were willing to sit around and wait if it meant they could board the flight.

Despite the long wait at Gatwick, the family were finally directed to go to the gate to board their long-awaited flight.

Sarah’s youngest daughter, five years old, was particularly looking forward to the holiday and called the hectic day “the most beautiful day of my life”.

After arriving at the gate, a situation similar to that at Bristol Airport happened, but this time the flight was immediately canceled without explanation.

After a two-day ordeal just to try to go on holiday, Sarah said she “broke down” at the news.

She said: “My legs went under me. I lay on the floor and cried my eyes out. I couldn’t believe this was happening again. Not just one flight, but two. We had traveled all the way to Gatwick.”

The family had to take a taxi from Bristol Airport to Gatwick


Sarah Thomas/Media Wales)

For the second time in 24 hours, Sarah and her family were stuck at the airport with no instructions from easyJet on what to do.

The mother said: “There was nobody from easyJet. We managed to wait outside for a bus with my five year old.

“We got back at 5am and had to spend £120 to come back. Both children cried their eyes out last night. It was heartbreaking.”

Whilst Sarah may be just one of many who have had to face this ordeal in recent days, easyJet’s unreliability has meant Sarah never wants to travel with them again.

She is demanding compensation and has rebooked another flight for next Friday (June 3).

An easyJet spokeswoman said: “On Thursday 26 May easyJet experienced some problems with IT systems and although this was rectified later in the afternoon, unfortunately a number of flights on the network were canceled as a result, including Ms Thomas’ flight from Bristol to Dalaman.

“We were able to divert Ms Thomas via London Gatwick to catch connecting flights to Dalaman the following evening.

“Unfortunately, your flight from London Gatwick to Dalaman was subsequently also cancelled.”

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The airline easyJet announced that over 200 flights are to be canceled at half-time.

This was met with outrage on Twitter as customers had to rush to find alternative flights.

The spokeswoman continued: “We have given customers the option to rebook any canceled flights or receive a full refund, but we still fully understand the disruption this will have caused to their plans and we deeply regret it.

“We are reaching out to Ms Thomas to apologize for her experience, to reimburse her in full for her expenses and to provide compensation in accordance with regulations.”

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