Last Monday, Hayley and her two sons arrived on the Portuguese island of Madeira, where they had decided to take a well-deserved vacation. Once there, they first decided to go for a walk while waiting to check in, before finally going to their room to put on a bathing suit and jump into the pool.
Except that half an hour later, when they return to the room, the family’s passports and telephones have disappeared. “Someone obviously came in and took everything. When I looked to see if we had closed the door properly, I saw that it had been forced open because the door frame was broken,” says the mother.
A confusing situation
Hayley contacted Jet2 holiday as the situation seemed impossible to sort out with the hotel staff: “I was told that these things don’t happen in Madeira, that I should look better, as if I had lost them. I don’t lose a charger, a phone and three passports, especially when I find that the door has been forced open. »
The mother explains that the police were not more helpful, seeming more interested in the value of the phone than in the situation of this family. The young woman had to pay €330 to obtain emergency passports for the family, in addition to all the additional costs she will have to pay during the trip.
Additional charges
The passports won’t arrive until Friday, so the mum had to book another hotel because the one she was staying in was full this week. She will also have to miss days of work because of the incident, and her children will miss their return to school.
A Jet2 spokesperson said: “We are sorry to hear of Miss Frame’s experience. Our teams have remained in contact with Miss Frame throughout the incident and continue to do everything in their power to support her. Due to data protection, it is important to note that we are unable to apply for emergency passports on behalf of Miss Frame, as this must be done by the client. Only after receiving the emergency passport from the UK Embassy can a flight be booked, as the passport must correspond to a particular travel date, otherwise it is not valid. »