EasyJet faces complaints after passengers due to fly from Sofia to Gatwick had to endure nine and a half hour delay.
The airline is to investigate why no food or drink vouchers were offered to more than 120 travellers as they waited at the airport in the Bulgarian capital on Saturday due to an aircraft technical fault.
“Perhaps the most disturbing aspect was the airline’s complete refusal to, at any time during the delay, offer any food or drink vouchers,” said TravelMole managing director Graham McKenzie who was amongst the passengers on the delayed flight.
“We had many very young families amongst our group and at least two diabetics. What were they supposed to do?
“On board the plane, now in flight some ten hours after the scheduled take off time, all passengers were offered a free drink and a packet of crisps as long as it did not exceed £1.50 per item.”
EasyJet spokesman Andrew McConnell said: “EasyJet sincerely apologises to the affected passengers for the delay to this flight.
“Regrettably, the original aircraft incurred a minor technical problem whilst on the ground at Sofia Airport, and a replacement aircraft had to be sent from London to pick up the passengers.
“We acknowledge the fact that passengers were not offered refreshment vouchers at the airport in line with our procedures, and are currently investigating why our ground handler did not provide these. Passengers were however offered refreshments on board the aircraft.
“As a gesture of goodwill we will reimburse passengers for the refreshments they may have purchased at Sofia Airport and would ask passengers to submit their claims to our customer services department.”
by Phil Davies
