We had a dreadful experience taking our late mother’s ashes to her birthplace,
Vienna. The ashes had been correctly labelled by the undertaker and the
crematorium, but at the check-in for our easyJet flight from Luton, we
mentioned that we were carrying them in our hand luggage.
The agent, Menzies Aviation, announced that we could not travel because we
needed the death certificate. We explained that the Inland Revenue had this
for probate issues. We were told we could travel without the ashes – but
weren’t allowed to leave them at the airport – or we could get a copy of the
death certificate. As we live more than three hours’ drive away, either
solution would have meant missing the flight.
We decided just to go through security and Menzies Aviation reported us to the
police. Luckily, the two officers took the sensible view that, as the ashes
had passed the security check and the crematorium paperwork proved that
everything was genuine, we should be allowed to continue. Menzies and
EasyJet do not know the meaning of customer service. They showed a complete
absence of common sense and compassion. Gill McDaid and Vivienne
Dixon, Hull
Menzies Aviation replies: “It is our job to implement EasyJet’s terms
and conditions. Our staff explained the issue to the airline and we were
instructed that, without the appropriate paperwork, the ashes could not be
allowed on board. At all times, staff were endeavouring to assist the family
in what was a very sensitive situation.”
EasyJet's ground staff appear to have no common sense. On a number of occasions, flying from Glasgow, I have been told that the 'flight is ready for boarding' and called forward only to find that the flight hasn't landed yet and forced to stand there for over half an hour until the flight arrived.
mnairb, Hove, U.K.