A total of 180 easyJet passengers endured a six-hour ordeal at Liverpool John Lennon Airport after snow and ice caused severe delays, with travellers receiving just "one twirl and a cup of coffee" during their extended wait.
The incident occurred on January 7 when passengers bound for Malta were left stranded on their aircraft due to de-icing delays, watching as five other planes were cleared for takeoff ahead of them.
The flight, which was scheduled to depart at 11.45am, did not take off until 6.40pm, leaving passengers frustrated and hungry during their prolonged wait on the tarmac.
One passenger described it as the "flight from hell" as travellers were confined to their seats in what was described as "stifling" conditions, with aircraft doors required to remain closed due to safety regulations.
Matthew Morrison, a hospitality teacher from Thornton, had worked all year to pay for the one-week holiday to Malta with his partner Claire.
"We had no idea what was going on, we got told nothing. Even customer service at John Lennon Airport hadn't replied," Morrison told the Liverpool Echo.
He explained that the captain had informed passengers their plane was scheduled for de-icing at 1pm, but no one arrived to complete the task.
"The captain said 'easyJet let you down', his words," Morrison reported, describing how they watched other aircraft being serviced by the single operational de-icing truck.
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The airline had warned passengers about potential disruptions due to ice and snow, but according to Morrison, they failed to respond to messages on Facebook or online.
Morrison said: "Hospitality and basic human rights were lacking [yesterday]. We got one twirl and one cup of coffee the whole time we were sat on the flight."
"Kids were starving, everybody was very hungry and anxious," he added.
The situation was further complicated when, after approximately five hours, the original crew had to be replaced with a new crew, causing additional delays.
"You work all year for a cheap holiday. It's ruined at least one full day," Morrison said, expressing his frustration with the situation.
An easyJet spokesperson said that as the delay was caused by poor weather conditions and compensation would not be due under regulations.
"While this was outside of our control, we did all possible to minimise the impact of the delay and provided a complementary service onboard," the spokesperson said, apologising for the inconvenience.
Liverpool John Lennon Airport clarified that they are not responsible for de-icing aircraft, explaining this is handled by agents on behalf of airlines.
A spokesperson for the airport said: "It was challenging with heavy snow early in the morning followed by short bursts of sleet, snow and hail throughout the day making conditions for de-icing difficult."
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The incident occurred on January 7 when passengers bound for Malta were left stranded on their aircraft due to de-icing delays, watching as five other planes were cleared for takeoff ahead of them.
The flight, which was scheduled to depart at 11.45am, did not take off until 6.40pm, leaving passengers frustrated and hungry during their prolonged wait on the tarmac.
One passenger described it as the "flight from hell" as travellers were confined to their seats in what was described as "stifling" conditions, with aircraft doors required to remain closed due to safety regulations.
Matthew Morrison, a hospitality teacher from Thornton, had worked all year to pay for the one-week holiday to Malta with his partner Claire.
"We had no idea what was going on, we got told nothing. Even customer service at John Lennon Airport hadn't replied," Morrison told the Liverpool Echo.
He explained that the captain had informed passengers their plane was scheduled for de-icing at 1pm, but no one arrived to complete the task.
"The captain said 'easyJet let you down', his words," Morrison reported, describing how they watched other aircraft being serviced by the single operational de-icing truck.
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The airline had warned passengers about potential disruptions due to ice and snow, but according to Morrison, they failed to respond to messages on Facebook or online.
Morrison said: "Hospitality and basic human rights were lacking [yesterday]. We got one twirl and one cup of coffee the whole time we were sat on the flight."
"Kids were starving, everybody was very hungry and anxious," he added.
The situation was further complicated when, after approximately five hours, the original crew had to be replaced with a new crew, causing additional delays.
"You work all year for a cheap holiday. It's ruined at least one full day," Morrison said, expressing his frustration with the situation.
An easyJet spokesperson said that as the delay was caused by poor weather conditions and compensation would not be due under regulations.
"While this was outside of our control, we did all possible to minimise the impact of the delay and provided a complementary service onboard," the spokesperson said, apologising for the inconvenience.
Liverpool John Lennon Airport clarified that they are not responsible for de-icing aircraft, explaining this is handled by agents on behalf of airlines.
A spokesperson for the airport said: "It was challenging with heavy snow early in the morning followed by short bursts of sleet, snow and hail throughout the day making conditions for de-icing difficult."
Find Out More...