A pensioner says a dream family holiday to celebrate her 50th wedding anniversary ended in “anger and frustration” after she and her husband were denied boarding on an overbooked easyJet flight home.
Eileen Snow, 72, and her husband Stephen, 74, had enjoyed one week in Croatia followed by one week in Montenegro with family when they arrived at Tivat Airport on Saturday (29 August) expecting to fly back to London Gatwick.
But instead of ending what Stephen described as a “perfect holiday”, the couple say they were stopped at the gate and left stranded abroad.
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The situation was particularly worrying because Stephen takes daily medication and says he only had enough to last until the following day.
The delay also meant Eileen was unable to visit her late father’s grave on what would have been his birthday.
Eileen had been her dad’s main support during his final years and was deeply upset to miss the chance to mark the day.
EasyJet later emailed Stephen apologising that he had been “denied boarding” on flight EZY8814 and referred to procedures used when flights are overbooked.
According to Civil Aviation Authority guidelines, an airline expecting to have too many passengers should first ask for volunteers willing to surrender their reservations in exchange for agreed benefits.
But the couple, from Emsworth, Hampshire, insist they did not volunteer to give up their seats.
“I was angry and frustrated – I couldn’t believe the level of incompetence,” Stephen told Need To Know.
“It did ruin what had been a perfect holiday with family.
“Regardless of what easyJet claims, we did not volunteer to stay off the flight.”
Eileen and Stephen had been booked on the 4:50pm easyJet service from Tivat to Gatwick.
The flight was already delayed when they reached the gate.
The couple says they and three other couples were prevented from boarding despite having reserved their seats well in advance.
Eileen said: “They let many people board after us.
“We were told the flight was full.
“Ten of us could not go.”
She says they were told the aircraft was over-fuelled.
She claims a woman dealing with the stranded passengers promised to arrange taxis, accommodation, food and vouchers.
But Eileen says the woman then left to seek help and never returned.
She said: “She promised all the requested items – taxis, accommodation, food, vouchers.
“She abandoned us.”
The couple says they repeatedly asked for an easyJet representative and a senior airport manager but were unable to get practical assistance.
As the airport began closing, Eileen says the remaining passengers were told they had to leave.
She said an older man approached them before bringing over what she believed was a police, security or border officer.
Eileen said: “Some of them had belts with what looked like a gun.
“We were intimidated.”
An airport worker eventually stepped in and drove the couple to a hotel in his own car, helping them with their luggage.
Eileen and Stephen paid for the accommodation themselves.
By the following evening, Eileen was still trying to resolve the situation through easyJet’s WhatsApp customer service.
The airline later provided links allowing the couple to seek reimbursement for hotel, food and transport costs and submit a denied-boarding compensation claim.
But Eileen says the experience had left her deeply disappointed.
The couple had travelled from 16 to 29 August for the family holiday to mark their golden wedding anniversary.
But Stephen says the final days were overshadowed by their struggle to get home.
They eventually secured British Airways flights from Croatia to Gatwick and booked a £190 taxi across the border to Dubrovnik.
They then faced a further £177 journey from Gatwick back to their home.
An easyJet spokesperson said: “We are very sorry that Mr and Mrs Snow were unable to travel on their flight from Tivat to London Gatwick due to the aircraft exceeding weight limits.
“Weight restrictions are in place for all airlines for safety reasons and in the event that a flight exceeds this limit, we are required to carry fewer passengers.
“We did everything possible to minimise disruption for our customers including offering the next direct flight, however as this wasn’t suitable, they booked with an alternative carrier and will be reimbursed.
“We have since spoken to Mr and Mrs Snow, apologised for their experience and provided the compensation due.
“The safety and welfare of our passengers and crew is always easyJet’s highest priority.”
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