A disabled mother has issued a stark warning to fellow travellers after missing a £1,400 holiday due to a critical battery mistake with her mobility scooter. Carol Hutchins, who had eagerly anticipated a sunny getaway at the TUI Magic Life Hotel in Fuerteventura with her daughter Layla in late October, never made it past Manchester Airport.
Dream Holiday Ends at Airport Check-In
Carol Hutchins, described as "very upset" by the ordeal, saw her dream trip abruptly cancelled when airport staff informed her that her mobility scooter could not be loaded onto the aircraft. The issue stemmed from the scooter's battery lacking visible identification labels, which are legally required under safety regulations to verify its type and watt-hour rating.
According to TUI, the Conditions of Carriage—which outline essential pre-flight steps for passengers with mobility aids—were emailed to Ms Hutchins four times as her booking was updated and provided twice more with ticket documentation. These instructions explicitly state that batteries must be clearly labelled, and failure to comply can result in refusal.
TUI's Response and Alternative Offers
A TUI spokesperson expressed regret over the incident, emphasising that the airline followed safety protocols. "We’re sorry that Ms Hutchins wasn’t able to travel on her holiday, and we recognise how upsetting that must have been for her," the spokesperson said. "This was due to them not having the required documentation and battery identification information for their electric mobility aid, which meant it couldn’t be cleared to fly under safety guidance."
The airline's airport team reportedly explored alternative options, including contacting the resort in Fuerteventura to arrange a replacement scooter and offering two alternative flights along with goodwill vouchers. However, Carol declined these offers, as she did not feel comfortable travelling without her own device or risking being without one at her destination.
Booking Process and Pre-Flight Requirements
Carol booked her holiday at the TUI Doncaster store on 23 October 2025, within two weeks of departure. The travel agent called the welfare team during the booking to add the mobility scooter, but critical pre-flight steps were overlooked. TUI's guidelines for electric mobility aids require passengers to:
- Check battery type and specifications in advance
- Provide battery details to TUI before travel
- Bring manufacturer documentation to the airport
Accepted battery types include non-spillable batteries (such as AGM, Gel Cell, or SLA) and lithium batteries with specific watt-hour limits—up to 300Wh for a single battery or 160Wh each for two batteries. Wet cell (spillable) batteries are strictly prohibited on TUI flights.
Important Lessons for Travellers
This incident highlights crucial precautions for Britons travelling overseas with mobility scooters. Passengers are advised to share battery details with airlines early, carry manufacturer documentation, and ensure all labels are visible. If documentation is unavailable, resources like the British Healthcare Trades Association (BHTA) website or direct contact with the device manufacturer can provide necessary information.
Carol's experience serves as a cautionary tale, underscoring the importance of adhering to airline safety rules to avoid costly disruptions. With over £1,000 lost and a much-anticipated holiday missed, her story reminds travellers to double-check all requirements for mobility aids before heading to the airport.
