EasyJet issued a warning to passengers after the airline refused to allow a couple on any of its flights due to a policy branded as “unfair” and “illogical”.
Jayne Nicholls and Alexander Doory said they were not allowed to take a flight from Luton Airport to Naples due to an “unclear” decision about Covid-19 testing.
The couple from Leicestershire was informed on Monday (October 4th) that their Covid test result “fit-to-fly” was “too late” and would not be accepted.
Miss Nicholls said, “We had our airworthiness test at 8:02 am at Colington’s in East Midlands. They asked us where we were going and where we were going, so we thought we were sorted,” reports Leicestershire Live.
“But when we got to the gate, we saw a young guy in front of us who was turned away. He looked really panicked, but he only knew Italian so we couldn’t find out what was going on.”
Currently, Italy insists that test results are valid 48 hours before passengers land, rather than 48 hours before their departure time.
Miss Nicholls and Mr Doory’s flight was scheduled for 6:10 a.m. and was due to land at 8:40 a.m. UK time, meaning the duo were 40 minutes ahead of policy requirements.
“It was really confusing. It should be fit-to-land, ”said Miss Nicholls.
“It wasn’t logical or fair and that’s the worst.”
“Some passengers were given 30 minutes of leeway, but we were still on the way for 10 minutes so we were turned away.
“It’s just not clear to me. We lost money on airport parking, flights and had to buy new flights, new Covid tests and new airport parking spaces.
“I’m strong, I’m not a stressed person – but the situation actually pushed me over the edge.
“There were no excuses – we weren’t allowed to ask questions and there was no one to help us or answer a question.”
However, EasyJet said the requirement was introduced by the Italian government and customers are being asked to find out about Covid-related restrictions on destination countries before their flights.
An EasyJet spokesman said: “Passengers arriving from the UK are required by Italian authorities to have a negative Covid test result within 48 hours of arrival, which unfortunately the passengers did not have.
“Like all airlines, easyJet is committed to complying with local authority requirements for all destinations in which we operate.
“Unfortunately, as the passengers were unable to submit negative test results within the deadline requested by the Italian authorities, they were unable to travel.
“With the rapidly changing, complex and far-reaching government policies on restrictions across Europe, we are urging our customers to understand the importance of updating local travel requirements before their flight via email and on easyJet.com via our Covid-19 Help check hub, where you can also find links to government websites and the latest travel information.
“We always remind customers that it is their responsibility to ensure they meet entry requirements and we continue to encourage them to check local government requirements before leaving.
“The safety and well-being of our customers and our crew are our top priority.”
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