Thomas Cook Airlines has issued a formal apology to the family of an eight-year-old boy after the family were forced to sleep in a hotel lobby. The child was recovering after an operation for a serious heart condition.
The young boy was left to sleep on the floor during a 26-hour flight delay. eight-year-old Sam Smith’s family said their hotel room was so disgusting, they chose to sleep in the lobby instead.
The incident came after more than 300 passengers suffered a flight delay in Mallorca when flight TCX2005 from Palma to Manchester experienced a technical problem. Half of the passengers were given accommodation at the Bellevue Club, a three star hotel in Alcudia. a
Sam was born with a rare heart defect and while sleeping has to be plugged into an oxygen machine. This was his first holiday abroad.
His father, Anthony said the hotel room that had been provided by the airline was filthy. There was a dead bird on the floor, no air conditioning and not enough beds for the family. They opted to sleep in the lobby, accompanied by six other families.
Thomas Cook admitted the hotel failed to meet the required standard and added: “The health and safety of all those who travel with Thomas Cook Airlines is of the utmost importance, and we would like to apologise to all of our customers who overnighted at the Bellevue Club, Alcudia, following a delay to flight TCX2005.”
“In such instances, our airline team work with our third-party ground partners to secure overnight accommodation in hotels of a four or five star standard, but due to high occupancy levels in school holidays in Mallorca, the only accommodation available at such short notice was the 3-star Bellevue Club.
“We fully accept that the standards of the hotel described do not meet the high standards we would expect to offer our customers in the event of a delay, and we can confirm that our customer services team will be contacting all passengers who stayed at the property as soon as possible.”
Anthony Smith also claims Thomas Cook failed to help the family of five with their suitcases or Sam’s oxygen tanks.
Thomas Cook’s spokesman added: “Our priority at times like these is to ensure that all of our customers are offered every assistance, and two representatives were deployed to the hotel to assist guests and help with check-in. However, due to the unexpected situation and the large number of customers involved, we accept that this fell short of the service levels they have come to expect of Thomas Cook. An investigation is underway to establish the facts of what happened, and we can confirm that the property, which features in the Airtours programme, has been placed on stop sale until further notice.”
The spokesman concluded: “Over the next week, we will be contacting all customers who stayed at this hotel to offer a full apology and address any outstanding issues personally and directly. We are very concerned by the experience of Sam Smith and his family, and recognise that the level of support offered to the family was unacceptable. Thomas Cook Airlines senior management have been in contact with the family to discuss this matter directly with them.”
Recent Trip advisor reviews for the hotel vary greatly from recent guest, A Bickley, describing it as “Quite simply the worst place we have stayed at in the last 20 years” to
Elle, along with Alan, is the owner of Spain Buddy and the busy web design business – Spain Web Design by Gandy-Draper.
Born a “Norverner”, she then spent most of her life “Dann Saff” before moving to Spain in 2006. Elle’s loves are Alan, the internet, dogs, good food, and dry white wine – although not necessarily in that order.