Family Stranded at Palma Airport After Jet2 Boarding Denial

A family returning from a holiday in Majorca faced a distressing situation when airline staff denied them boarding on their Jet2 flight back to Newcastle. Megan Patrick, 35, and her two children, nine-year-old Theo and four-year-old Saffia, along with a friend and her son, were stranded at Palma Airport for nearly 15 hours following the incident on March 15, 2024.

The holiday had been a delightful surprise for the children, marking the start of their summer break. However, their return trip turned chaotic when they arrived at the airport only to learn that their flight was delayed by **one hour and 45 minutes**. Patrick reported that despite the delay, the boarding process became confusing and ultimately led to their refusal to board.

Upon arriving at Palma Airport, Patrick arrived **two-and-a-half hours** before the scheduled departure time. With the airport bustling and many flights delayed, she and her family sought a place near the departure board to monitor updates. The atmosphere was chaotic, with numerous passengers visibly distressed over the situation.

Around **12:30 PM**, the departure board indicated that their flight to Newcastle was now “boarding” at Gate A20. Patrick and her group quickly made their way to the gate, taking approximately **11 minutes** to reach it. However, after scanning their boarding passes, the airline staff informed them that they could not board the aircraft.

Megan described the moment as shocking, stating, “When I went to give her the kids’ passports she said, ‘No, actually you can’t get on.'” She noted that the plane remained at the gate for an additional **30 minutes** following their denial to board.

In her distress, Patrick recounted feeling a surge of panic as her children became upset, particularly her four-year-old daughter, who was in tears. “I just went into sheer panic thinking what am I going to do? The kids were so upset,” she said. Despite pleading with staff, she was told that their bags were being removed from the plane, which made her frustration grow.

Patrick speculated that other passengers might have been privy to crucial information through the Jet2 app, which could have helped them reach the gate in time. She mentioned that staff had indicated they were unable to make announcements due to a lack of an intercom system in the departure lounge, which added to the confusion.

Following the boarding denial, Patrick faced the daunting task of figuring out how to return home with her children. She connected with other stranded passengers, all facing similar issues after missing their flights. The collective situation heightened their anxiety as they navigated the uncertain environment of the airport.

Patrick was ultimately able to rebook her family onto a **9:35 PM** Jet2 flight, which did not depart until **12:06 AM** the following day, costing her an additional **£390**. A representative from Jet2 expressed regret over the incident, stating, “We are investigating this matter further, however we can confirm that all other customers boarded the aircraft.”

The experience has left Patrick feeling traumatized, saying, “I can’t see myself doing it again, especially not on my own with the kids.” She emphasized that the ordeal has altered how she views travel, a pastime she previously enjoyed.

As investigations continue, the incident raises questions about communication and support for passengers amidst chaotic travel conditions.