Ryanair refused to fly a sick child to an organ transplant operation because the boy’s family arrived at their departure airport “too close to the departure time,” it has been revealed.
The budget carrier routinely refuses to allow passengers to fly if they have arrived at the departure gate after the advertised time. However, this principle appears to have been applied to the letter in the case of the boy – who has not been identified – whose family rushed to catch a plane after being told that a liver and kidney donor had been found earlier that day.
The family, from Gran Canaria in the Canary Islands, were phoned last Saturday by La Paz hospital in Madrid to say that the crucial surgery could take place immediately. They went to the airport and tried to book seats on the first available flight – Ryanair, RYR2012, departing at 4.50pm.
However, after a consultation, which involved calls to Ryanair’s head office, the family were told they would not be allowed to board the flight, which left for the Spanish capital without them.
In a statement, a spokesman for Ryanair acknowledged the incident had taken place. “We have looked into this matter and, unfortunately, we were unable to accommodate this family on to our flight as it was too close to the departure time,” he said. “We have offered full assistance to the family regarding their flight requirements.” The airline refused to elaborate on the statement yesterday, or suggest what form that full assistance took. It would not say how close to take-off the family arrived at the airport, nor whether the family had bought the tickets before being told it could not fly.
Travel agenda - 13/03/2015
Travel agenda - 13/03/2015
1/8 Bus plus
Singapore Airlines is offering fares until June that include free National Express coach transfers from a range of cities in England and Wales. These tickets protect you in the event of delay or cancellation en route to the airport. Once a charge becomes applicable, a fare from Birmingham to Bali jumps from £545 to £840.
2/8 Malé warning
The Foreign Office is warning visitors to the Maldives that street protests are taking place most evenings in the capital, Malé. "Remain vigilant, take appropriate security precautions and avoid large gatherings, protests and rallies," says the latest advice.
3/8 In at No 1
In at No 1
1 Hotel South Beach opens on 23 March in Miami Beach. It goes against the glossy Art Deco grain with a New England beach house aesthetic and has several pools, one of which sits next to the beach itself. Guests can hire bikes, jet skis and cabañas, order a picnic basket or a dish from a rotating roster of farm producers, or simply bask on the beach. Doubles from $378 (£252) in low season.
4/8 Arc life
The story of Joan of Arc will be told in depth from next Saturday, when the Historial Jeanne d'Arc opens in the city where she died, Rouen. More than €10m has been spent on creating the attraction. Open daily, except Monday, admission €9.50.
5/8 Ski longer
Healthy snow conditions in some high-altitude European resorts has persuaded Neilson to extend the ski season. It has added departures to Les Deux Alpes and Tignes in the French Alps for 11 April, with prices including flights from Gatwick, transfers and half-board accommodation at £400 or less.
6/8 Retro route
The very first Ryanair route connected Waterford in southern Ireland with Luton. The airline dropped it decades ago, but from 27 April VLM starts flying the link twice daily. There are also four weekly services from Birmingham to Waterford.
7/8 Fast track
Domestic passengers on British Airways arriving at London City airport can leave their checked-in baggage behind, so long as they have pre-booked the AirPortr carousel collection service. For between £25 and £45 for the first bag (depending on the destination), your luggage will be delivered within the M25 area. International arrivals are expected to be included soon.
8/8 Better late ...
Better late ...
The opening date for the Mandarin Oriental in Marrakech has been moved back, but bookings are now being accepted from 18 June. Several villas and suites have private pools. The property is south east of the centre, a 10-minute drive away.
The only later flight available was on a different airline, and the family later boarded an Air Europa plane instead, which flew them to Madrid 70 minutes later.
Officials at La Paz hospital are reported to have said the incident caused “hours of anguish”, and that they were not sure that the donated organs would be able to be used, given the delay. The boy’s condition has not been revealed.
On its website, Ryanair advises passengers that boarding closes 20 minutes before take-off, and that failure to be at the gate on time will leave passengers needing to book and pay for a new ticket on a later flight.
Ryanair, led by its combative chief executive, Michael O’Leary, is famed for its PR gaffes, some of which appear to be deliberate attempts to gain publicity.
Last month, the airline had to apologise for an advert that described the Sicilian city of Palermo as “dominated for many years by the Mafia and poverty”. The company said that a third party had provided the content and that “obviously” the advert did not reflect Ryanair’s view.
Tongue-in-cheek, the airline has in the past suggested that passengers might have to pay to use the toilet. However, more recently the company has tried to take itself upmarket by introducing a form of business class.Reuse content