'Our Jet2 holiday was ruined because we flew to the wrong Spanish island by mistake'

Two elderly women have slammed Jet2 saying their holiday was "ruined" after a major airport error.

Linda Trestrail, 69, and Wendy Russell, 71, had their boarding passes verified five times but still ended up on the incorrect aircraft. The blunder was only discovered when the captain announced they were touching down in Menorca instead of Majorca.

Jet2 apologised for the "human error" and blamed it partly on the special assistance provider at Bristol Airport. But the women were left furious about the "catalogue of disasters" and claimed they had not received any compensation at the time of the incident.

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Linda said: "You hear of bags going on the wrong flights but not people. The reason we booked Majorca is because of the short flight, we knew our mobility wasn't good so didn't want to do much travelling - we are disabled pensioners."

She added: "You get compensated if you get delayed or lose luggage - but they lost us, not the b****y baggage."

The pair were given wheelchair assistance at Bristol Airport and helped onto the shuttle bus and plane. Linda said they showed their tickets to the luggage desk, security, a gate desk person, and a ground crew member on the bus - who even did a head count.

She added: "Jet2 are the only ones who do double security check on tickets - so they did that, and then we were directed to our seats on the flight. A cabin crew member asked if we were in the right seats, I said yes but she took our tickets away and confirmed we were in the correct seats.

"Then the captain says we're landing in Menorca in 10 minutes. Chaos ensued. I cried to Wendy, 'Oh my god, Wendy! He said Menorca not Majorca!' I told the flight attendant we were on the wrong plane - and she burst out laughing.

"Our tickets were checked five times - even by the flight attendant twice on the plane. Two passengers had flown from Bristol Airport to Menorca - and Jet2 didn't even know who was on their plane."

It emerged that three seats on that flight were vacant, and Wendy and Linda were occupying two of them - settling into the numbered seats they had been allocated on their original flight to Palma De Majorca. The stunned pair were instructed to remain on the aircraft, as the captain introduced himself and confessed he had never witnessed or encountered such a blunder in his entire career.

Despite his offer to personally fly the ladies back to Majorca, Linda claims that Jet2's CEO, Steve Heapy, "was going mental", and they were unable to return to Majorca or even stay on the plane "due to security reasons".

Wendy, who has undergone three brain surgeries and suffers from arthritis, expressed her disbelief: "We went through five major checks there and no one picked up the error - it begs the question about what is going on. They are banging on about security, security, security - but we could've been anybody."

To add insult to injury, when they enquired about their luggage, they discovered their bags had arrived in Majorca without them.

Wendy highlighted this as a serious security breach: "I had my injection in my suitcase - our families were so worried. Our luggage was on the right plane as it took off with two bags without the passengers - that's so concerning. They are allegedly so concerned about the seriousness of it, but whichever way you look at it it's a major breach of security. Two suitcases that could have had anything in them."

The women waited at Menorca airport with the "kind assistance" of a Jet2 manager, enduring several hours before travelling on an internal flight with other employees. Upon reaching their intended destination - Palma De Majorca - a private car was arranged to take the pair to their resort.

Linda said: "We were supposed to be at the resort for 1pm - but neither of us knew what time it was by now. The transport coach we had booked had gone hours and hours ago - and from minute we left home it was around 17 hours later our feet and legs were like balloons".

"Then the Jet2 rep at the resort wouldn't even meet us there, she called me and said she had left - and apparently didn't have time to see to two disabled pensioners - I was furious."

The journey that ought to have taken them just five hours from departing their homes at 3am on 26 September - dragged on for more than 17 hours.

Linda and Wendy say they crumpled in their room when they finally arrived. But the letdown continued for the unlucky pair - who by this stage were in "such an awful state". Linda says she got a phone call from a different Jet2 representative two days afterwards, offering the disabled women a 'complimentary excursion' - despite them being unable to walk.

She revealed: "He told us that because of our ordeal, they were going to give us a free excursion - I said 'Are you joking - a what? Do you realise we can't even walk let alone go for an excursion?

"We've been in a state. He replied it was a gesture of good will for what we've been through, I honestly thought he was joking and said I'm putting in formal complaint before we leave - we couldn't go anywhere with our legs and feet swollen and we were in such a bad state. He told us to go to the CEO, Steven Heapy, when we got home and said we would be compensated."

Wendy and Linda found themselves the talk of the town during their holiday, with Linda recounting: "We went on the beach one day and a man came up to us and said, 'You two aren't the ladies who were put on the wrong flight?' Everyone knew us. We tried to make the best of the situation - but honestly, it was disgraceful."

The duo, who confessed to feeling "terrified" during their return flight to England on October 6, 2023, claimed their holiday was "ruined". They have been waiting for a response from Jet2 since then, despite their travel agent from Hays Travel and their children reaching out to the airline.

They say they've only received an apology from Bristol Airport so far.

They are still seeking compensation for their "spoilt" holiday. Wendy stated: "You put your faith in these people and when you think of the checks, with tickets passed backwards and forwards plus they were checked again on the plane. There were two Jet2 planes at fault and Bristol Airport. Luckily it was trauma for us - but for someone else, it could have been a lot worse - a lot worse, and this should never happen again."

Jet2 has since apologised for the mishap. A spokesperson stated: "We would like to offer our sincere apologies to Mses. Trestrail and Russell for this incident. This is an extremely isolated incident and although there was no security risk, we have of course investigated it as a matter of urgency, including with the third-party special assistance provider. We can confirm that the customers went through security correctly, and their luggage was also screened correctly.

"However, after these checks the customers were taken to the incorrect aircraft, which is the responsibility of the third-party special assistance provider at the airport. Upon boarding the aircraft, the incorrect destination on their boarding passes was unfortunately not identified and we apologise for this oversight which was down to human error.

"We have carried out additional training with the team to ensure this does not happen again. As soon as we learned of the issue, our team booked Mses. Trestrail and Russell onto the soonest available flight from Menorca to Majorca and they also provided all the assistance they could both throughout their journey and the rest of their holiday.

"We have been in touch with Mses. Trestrail and Russell to offer an appropriate gesture of goodwill and once again offer our sincere apologies. We understand they are due to travel with us once again this year, and we look forward to welcoming them onboard and delivering the usual VIP customer experience that we are recognised for."

A spokesperson for Bristol Airport said: "Thank you for bringing this matter to our attention, we will continue to work with the airline and the special assistance provider to further investigate the circumstances and introduce improvements for the future."