EasyJet Faces Passenger Outcry Over Inverness Flight Disruption
EasyJet is conducting a dual investigation into passenger treatment following a highly disruptive incident at Inverness Airport last Thursday. The airline is examining allegations that passengers were effectively abandoned after a flight cancellation, while also probing separate claims of inappropriate behaviour by crew members at a hotel later that evening.
Passengers Describe Chaotic Scenes and Emotional Distress
The scheduled EZY848 service from Inverness to London Gatwick was due to depart at 4.05pm but became ensnared in wider air traffic control failures that paralysed the airport. Passengers boarded normally at 3.30pm, only to remain stationary on the tarmac for nearly four hours without taking off.
Lorraine Cranwell, a passenger on the affected flight, recounted a distressing experience: "We sat on the tarmac for four hours, forced to pay for food and drinks. We were threatened that if we got off the plane, easyJet would not help us and we would lose our money." She expressed particular frustration that despite being the only viable option for Gatwick travel from Inverness, the airline's handling had severely damaged her trust.
Allegations of Complete Abandonment at Terminal
When passengers were finally instructed to disembark at 7.30pm, they discovered that promised support had evaporated. Another passenger, identified only as Kate, described the scene: "We were literally abandoned at the terminal building. We were informed by the pilot that when we got back to the terminal we would be receiving communication from easyJet regarding overnight accommodation and that we would be 'looked after'. This was not the case."
Kate detailed how the lack of coordination created a domino effect of problems: "No hotels were available as, presumably, people on earlier cancelled flights had booked all the rooms. I luckily managed to book a flat through booking.com, but then couldn't get there as there were no taxis." After being quoted £120 for a taxi to the city centre and finding seven other companies unable to help, she secured the last available hire car at extraordinary cost, finally reaching her accommodation at 10pm exhausted and stressed.
Separate Investigation Into Crew Conduct at Hotel
Adding to the controversy, easyJet confirmed it is investigating separate allegations that members of the EZY848 crew behaved inappropriately towards passengers at the Courtyard by Marriott Inverness Airport later that evening. Witnesses reported crew members being rude and disrespectful in the hotel bar, though specific details remain under investigation.
Neil Payne, whose partner was among the stranded passengers, summarised the collective frustration: "They were stuck on the plane for hours and then dumped at the airport, late at night. There was no support, no buses and no taxis, except ones asking crazy prices. Things happen, but you can't just abandon people."
Airline and Airport Responses to the Incident
An easyJet spokesperson acknowledged the disruption: "Due to the temporary closure of Inverness Airport's runway on Thursday afternoon, flight EZY848 from Inverness to Gatwick was delayed overnight. We always do all we can to support customers and our team at Inverness arranged hotel accommodation and transfers for customers and also advised that anyone who booked their own would be reimbursed." The spokesperson emphasised that safety remains the airline's highest priority and apologised for the inconvenience caused by circumstances outside their control.
Regarding the hotel allegations, the airline stated: "We take claims of this nature very seriously and this is currently being investigated."
A spokesperson for Highlands & Islands Airports Limited (HIAL), which operates Inverness Airport, explained: "A technical fault meant that flight schedules for Inverness Airport were disrupted yesterday. The team at Inverness Airport worked closely with airline partners to assist passengers with accommodation and to enable them to resume their journeys on the next available flights." HIAL apologised for any disruption and inconvenience caused to passengers.
The flight was eventually rescheduled to depart on Friday evening, but for many passengers, the emotional and logistical toll had already been substantial. Kate, normally a loyal easyJet advocate, concluded: "These things happen, I know, but the way easyJet just abandoned so many people is appalling. People were in tears, standing around bewildered, with no help at all. I normally love easyJet and speak up for them, but this was not how to treat loyal customers."
