EasyJet flight from Bristol Airport leaves woman stranded

Liz Igoe (left) travelled to Porto with her sister-in-law, Denise Best (right)

A woman with mobility issues was left stranded at the airport after her EasyJet flight departed without her.

Liz Igoe, from Bristol, uses a walking stick and was waiting with five others in an accessibility lounge for a flight to Porto on Sunday. However, the plane left without them.

The 71-year-old said: "It was very, very stressful and very upsetting."

Bristol Airport and EasyJet have said they are investigating the incident to understand what happened.

'Waiting and waiting'

Ms Igoe arrived at the airport at 16:25 GMT ready for her 18:25 departure.

When the plane was ready to board, Ms Igoe and the other passengers in the lounge got on a coach to be transported to the aircraft.

"They found it a bit difficult finding the plane because it was so foggy," she said.

"We got there and we were waiting on the coach for about three-quarters of an hour. It was quite cold... we were there waiting and waiting."

EasyJet said it is "very sorry for the inconvenience this will have caused”

At that point, without them knowing, the flight had departed without the six passengers.

Before the group was made aware of the situation, staff were instructed to take the coach back to the gate where they were told they would board the plane from instead.

After waiting several more hours, Ms Igoe noticed that the information board said the flight had already left.

"Eventually, the lady on the coach - who was marvellous - told us everything that was happening," Ms Igoe said.

"I think it's awful that they left without a head count - six people missing from a plane - you think they'd notice that."

The stranded passengers were offered alternative flights and accommodation for the night.

On Monday afternoon, Ms Igoe arrived in Porto on a Ryanair flight.

Bristol Airport said it is investigating what happened

A spokesperson for EasyJet said: "We are aware that flight EZY2875 from Bristol to Porto on Sunday departed without some customers who were being accompanied by the airport's special assistance provider, which we have urgently raised with the provider to understand why this happened. 

"We did everything possible to support the group and arranged overnight hotel accommodation and meals as well alternative flights to Porto.

"The wellbeing of our customers is our highest priority and we are very sorry for the inconvenience this will have caused."

A spokesperson from the airport added: "Bristol Airport will continue to work with the special assistance provider to further investigate the circumstances and to ensure improvements are introduced for the future."