07/04/2026
This is such a heartbreaking situation 💔 — and also a really important reminder for anyone travelling with a mobility aid.
Have you ever travelled with a mobility scooter or wheelchair? ✈️
Did you feel fully informed about airline requirements beforehand?
👇 We’d love to hear from our community:
• What tips would you give to others flying with mobility equipment?
• Have you ever experienced issues at the airport like this?
• Do you think airlines and travel companies do enough to support disabled passengers?
Your experiences could help someone avoid a similar situation 🙏
Let’s share advice, raise awareness, and support each other 💬💙
A disabled woman has been left "very upset" after missing her TUI holiday to the Canary Islands. 😢🌴
Carol Hutchins' getaway to Fuerteventura with her daughter, Layla, came to an end at Manchester Airport due to issues with her mobility scooter battery.
Staff informed the pair that Carol's scooter couldn't be loaded onto the aircraft. ✈️❌
Carol has been left more than £1,000 out of pocket, but there is no indication that TUI failed to follow protocol. 💰
Carol and Layla's experience acts as a cautionary tale for Brits travelling abroad with a mobility scooter.
A TUI spokesperson said: "We're sorry that Ms Hutchins wasn't able to travel on her holiday, and we recognise how upsetting that must have been for her.
"This was due to them not having the required documentation and battery identification information for their electric mobility aid, which meant it couldn't be cleared to fly under safety guidance.
"The TUI airport team supported her on the day and explored alternative options, which she chose not to accept."
Carol arranged her holiday at the TUI Doncaster branch on 23 October 2025.
As the reservation was made within a fortnight of departure, the travel agent contacted the welfare team while Carol was in the shop, to ensure the mobility scooter was included in the booking.
When a mobility aid is included in a holiday booking, customers are sent the Conditions of Carriage, which contain crucial instructions passengers must adhere to before their flight.
They specify: "The battery or batteries should clearly be labelled showing the type and the watt-hour (Wh) rating. Failure to show this can lead to refusal of battery or batteries.
"Please carry the manufacturer's operating instructions with you, which will help you and the airport staff to block the vehicle's electric circuits and remove the battery if necessary."
According to TUI, the Conditions of Carriage were sent to Ms Hutchins four times via email as her booking was amended, and provided twice more alongside ticket documentation.
