In an unfortunate turn of events at Lanzarote Airport, two elderly British passengers requiring special assistance found themselves stranded and unable to board their flight.
The incident occurred on Thursday, involving EasyJet flight EZY3364, which was set to depart for Liverpool.
Witnesses claimed that the two passengers were "abandoned and forgotten during the boarding process," leaving them in a state of distress.
The responsibility for assisting passengers with reduced mobility, known as PRM, lay with Mitie, a subcontractor of AENA, the public company overseeing airport operations. AENA has opened an investigation to understand the lapse and promised to take necessary actions as per their contractual obligations.
After enduring a lengthy wait, the pair were eventually rebooked on an alternate flight with a different airline, thanks to Mitie's efforts to resolve the matter promptly. While the situation did not escalate further, it highlighted some of serious deficiencies in managing assistance services for people with reduced mobility at certain airports.
Despite this incident, AENA has defended the overall performance of the PRM service at Lanzarote, describing it as "highly valued" and in "very high demand." In 2024 alone, 91,000 assistance services were provided, with complaints being a mere 0.01%, adding that the service's operation and quality are regularly audited by the State Aviation Safety Agency.
Critics, however, have pointed out the "serious precariousness" of the PRM service at Lanzarote Airport, citing issues such as work overload and staff shortages that are affecting quality of service.
Employees have spoken of "extremely difficult working conditions," including long hours, constant pressure, and inadequate staffing, all of which have a direct impact on the quality of passenger care.
