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The dream vacation of a family at Disney World was ruined after British Airways left them stranded for 90 hours and their toddler was forced to spend his birthday on a plane.
Angry passengers on the 2036 flight from Orlando Florida to London blamed the airline for leaving them hungry, tired and without bed in which they could sleep for 90 hours.
Lee Sullivan was one of about 200 exhausted passengers who finally landed in Gatwick at 6 am Sunday, local time, nearly three days after landing the flight, The sun reported.
Mr. Sullivan, a physical education teacher in Slough, England, took advantage of the half-day break to visit the complex with his partner Kimberley Millhouse, 30, their granddaughter Amelia and Kimberley's father, Bob Parsons.
"Disney World was amazing, but these holidays now look like years. The return trip completely ruined the holidays, "he told The Sun Online.
"I'm just broke – it's all been a nightmare."
The passengers first took the flight to Orlando, where they had to wait four hours before being asked to disembark because of "mechanical problems".
They only received a bag of pretzels and two small glasses of water during this time.
"By the time we arrived at a hotel it was 2:30 and we had not eaten, we had not been informed of what was going on," he said.
"We just wanted milk for our daughter, we did not even have any more diapers.
"We were so hungry, so tired, all the children of the passengers were quite unhappy, we did not know what was going on."
Once at the hotel, they were finally forced to a room where four of them had to share a tiny bed.
British Airways told them that they could spend $ 48 in room service, but after the hotel told them to wait three and a half hours to feed themselves, they went to bed hungry .
On Friday, after further delays in taking over, they finally joined other enraged passengers in Orlando that evening.
Finally, in the air, they had another nightmare when the plane started to drop fuel in full flight after the brakes overheated.
"The plane started to vibrate loudly in the air, it was very noisy," Sullivan said.
"We were petrified, nobody knew what was happening.
"We were then redirected to JFK for an emergency landing, but this has never been said to us."
Once in New York, Mr. Sullivan and his family were among the lucky passengers to be taken to a hotel, while others were forced to sleep on the floor.
"People were furious," he said. "But it was never ugly – the passengers really got together.
"But people were really angry."
British Airways told them that there were only 20 rooms available because of the New York City marathon – and that they only got a tiny bed to recover before an evening flight.
A few hours later, after an excruciating extra delay, the original passengers boarded the return flight.
"The worst thing was to cancel Amelia's birthday," said Sullivan, who had to cancel a complete mobile petting zoo that he had arranged for his 2nd birthday on Saturday.
"We just had to take a cake at M & S (store) in Gatwick and cancel the 40 guests supposed to come."
Passenger Rosie Slater-Watts criticized the airline for the "carnage".
"It was supposed to be an unforgettable vacation. They left us in memory of this abominable service and treated us with contempt and as second-class citizens, "she said.
# BA2036 deplorable service. I can not believe that our children had to sleep for five and a half hours on the floor of an airport terminal while you advised them to look after us. pic.twitter.com/sPXUFnmZgX
– Rosie Slater Watts (@ SlaterRosie) November 3, 2018
Surely a multinational like @British Airways would have a strategy to deal effectively with # BA2036 after 72 hours late? Who is in charge ? Who is responsible? @MoylesMichael @emmahardwick @Kesselrunner @glutenfreebrit @ D15DFH @BBCBreaking @ DailyMailUK @CarolDAuria
– Ceri Todd (@doctoddy) November 3, 2018
3 days is as soon as possible. sensational @British Airways, sensational. A disgusting service at JFK also from the managers and few communications to more than 300 PAX. Summarizes the references of the crew to #SLF # BA2036 https://t.co/5HOnfa2jc1
– Neil O & # 39; Brien (@theneilobrian) November 4, 2018
Thank you, but the rescue plane is there for a few hours and we had to leave at 7 pm. It is 7:45 pm and we have just heard a rumor, it is now a departure at 8:30 pm. It is precisely the misinformation and frustration we have experienced throughout #BAneglect # BA2036
– DJ Jimmy Lee (@DJJimmyLee) November 3, 2018
"They refused to let us take the flight back from jfk until I broke down.
"When we boarded the plane, they told us they could not confirm if they had fixed the fault. It was like they used us as guinea pigs.
"God forbid, it's not a serious fault, how dare they use us in this way?" I can not believe that our children had to sleep for five and a half hours on the floor of a terminal at the airport while you advise them to take care of us. "
Another upset passenger said, "Imagine a little girl celebrating her birthday in a terminal, sitting on very hard ground and not knowing when they will eat, sleep or settle in a safe place.
"Follow in the footsteps of this family and think about what you are doing."
Another angry passenger wrote, "# BA2036 was still sitting here, no excuses. Laughing air hostess laughing my children have to sleep on a cold stone floor. No food on the flights.
"Total disgrace. Thank you BA for spoiling the holidays of a lifetime #BAdontcare #ijustwanttogohome ".
A spokeswoman for British Airways said the number of rooms available was limited because of the marathon and that some customers had been redirected to new flights.
She added that the others were in hotel rooms or were housed in their first class lounge, British Airways.
"We are aware that it was an exhausting and frustrating experience for our customers and we apologized for the long delay in their flight," said the spokeswoman.
"Our plane was diverted to New York on Saturday morning as a precaution, as a result of a minor technical problem.We sent a rescue plane to New York on Saturday morning to bring the customers back to London Gatwick as quickly as possible. possible a flawless stay
"The guests have been re-booked as much as possible and, despite the limited number of hotel rooms available, our field teams took care of our guests in our first class lounge, providing them with bedding. , the food and drinks needed to make their stay comfortable.
This article originally appeared in The Sun and has been reproduced here with permission.
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