A Scottish family has reported being "abandoned" by Ryanair in Austria after their flight home to Edinburgh departed without boarding disabled passengers. Katie Brown, 25, who relies on a wheelchair due to cerebral palsy, along with her father Graeme and his wife Vikki, found themselves stranded in Vienna without luggage or essential medication after a series of miscommunications and delays.
Key Takeaways
- A Scottish family was left stranded in Vienna after their Ryanair flight departed without them.
- The family incurred significant expenses for accommodation and alternative travel.
- Ryanair has denied responsibility, attributing the issue to airport assistance staff.
The incident occurred on December 29, 2024, when the family’s flight was delayed by two hours due to a technical fault. They were escorted to the boarding gate by airport assistance staff, but when it was time to board, no staff members arrived to assist them. Instead, they were informed that the flight had been canceled, only to later discover that it had taken off without them.
Katie expressed her frustration, stating, "The fact that our bags – including my medication – were flown home without us is shocking. We were abandoned at a gate and lied to, being told the flight was canceled when it wasn’t. It feels like the airline decided it was cheaper to leave us behind than to risk potentially having to pay a hefty compensation bill for delaying the flight beyond three hours."
Financial Impact
The family faced substantial financial burdens as a result of the incident:
- Accommodation Costs: They had to book a hotel in Vienna, one of Europe’s most expensive cities.
- Alternative Flight: They purchased tickets for a Jet2 flight home, which was scheduled for two days later.
- Emergency Medication: They had to buy essential medication that was left behind in their luggage.
- Clothing and Essentials: Additional expenses were incurred for clothing and other necessities.
Graeme Brown, Katie’s father, recounted the difficulties they faced at passport control when checking in for their replacement flight. The system indicated that they had already exited Austria, leading to a confusing and stressful situation. Jet2 staff later described the failure to remove their luggage from the Ryanair flight as a "major security breach."
Ryanair’s Response
Ryanair has stated that passengers may be entitled to compensation if their flight is delayed by three hours or more. However, the airline has denied any liability for the incident, placing the blame on the airport’s special assistance staff. The family has yet to receive an apology or formal explanation from Ryanair regarding the situation.
This incident raises significant concerns about the treatment of disabled passengers by airlines and the adequacy of assistance provided at airports. As the family prepares to celebrate New Year’s Day, they are left reflecting on a holiday that turned from joyful to distressing due to the airline’s actions.
The situation highlights the need for better protocols and accountability in the airline industry, especially for vulnerable passengers who rely on assistance during their travels.