Couple who missed flight amid airport 'chaos' seek £2k holiday compensation

Murray and Sue Stewart were upset after they missed their flight to Croatia
-Credit: (Image: Murray and Sue Stewart)


A couple say they were forced to cancel their holiday due to airport 'chaos'. Sue and Murray Stewart were excited to go on a two-week trip to Croatia.

But the pair say they were forced to cancel their £2,000 holiday because of delays at Bristol Airport, reports BirminghamLive. The couple, who live in Bristol, say that they arrived at the airport with plenty of time so that they could get their easyJet flight to Split on May 26.

However, they missed their flight and had to instead go on break at a Gloucestershire caravan site. Bristol Airport has issued an apology, saying that issues were caused by queues and delays to terminal congestion and a problem with the baggage sorting system.

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Sue, who is an admin worker at a special needs school in Bristol, claimed the couple were shocked to find the airport in "total chaos" when they arrived.

Speaking to Bristol Live she said: "When we arrived at the car park, it was packed with people and vehicles trying to get in.

"We could see the Silver Zone entrance and there were people queuing all over the place - something I've never experienced before. We parked and the queue for the key drop was quite horrendous, as well as the queue at the surrounding building. We weren't sure how long it would be."

"The queue for the bus was no better - there clearly wasn't enough busses and no one managing the queue." After dropping off their car keys, the couple waited for a transfer bus to Bristol Airport along with dozens of other passengers.

Anxious they were going to miss their flight, the couple made their way to luggage check-in. But they say they then hit further delays.

"The check-in queue was massive," added Sue. "At that point, we just thought we weren't going to make it.

"We ran upstairs and, because we were late, the booking pass to get into security wouldn't let us in. The security guard was really helpful and got us through and by this time, the flight was boarding. When we got through security, it said 'gate closed'."

"The gate number disappeared and there was no rep. We were hanging around as we would be a no-show on the flight and someone would get us. We were waiting for our bags to be returned back to us and were unsure if they were on the flight."

Disappointed about missing their flight, the pair were able to get their bags back before they returned to Silver Zone. "There were a lot of people who probably missed their flights," said Sue.

"We hope for some compensation. We have lost £2,000. I have lived in Bristol and always flown from Bristol Airport - we have never seen anything like this ever."

Bristol Airport offered an apology for the inconvenience caused by delays. An airport spokesperson told BristolLive website: "We apologise for the longer than average waiting times experienced at the airport for a short period of time on May 26."

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