Couple turned away from EasyJet flight over 'illogical' Covid-testing policy

By Shannen Headley & Alahna Kindred

A couple who were turned away from their EasyJet flight by staff over a Covid-testing policy has branded the decision "unfair" and "illogical".

Jayne Nicholls and Alexander Doory were refused at the gate of their Naples flight at Luton Airport over an "unclear" ruling by the airline.

They were told on October 4 that their fit-to-fly Covid results would not be accepted because they were outside the set time limitations, LeicestershireLive reports.

Jayne said: "We had our fit to fly test at 8.02am at Colington's at East Midlands.

"They asked us where we were going and where we were flying so we thought we were sorted.

EasyJet said the rule was from the Italian government not the airline (AFP via Getty Images)

"But when we got to the gate, we saw a young lad before us getting turned away. He looked really panicky, but he could only speak Italian so we couldn't find out what was wrong."

The 55-year old and her partner were told that their test result had to be valid 48 hours to when they landed in Italy - not 48 hours ahead of their departure time.

The flight was scheduled for 6.10am and was due to land 8.40am UK time.

The couple were 40 minutes shy of meeting the policy requirements.

EasyJet says they encourage customers to look up the rules and restrictions of their destinations (AFP via Getty Images)

She said: "The whole thing was really confusing. It should be called "fit-to-land". It wasn't logical or fair and that's the worst thing."

"Some passengers were given a 30-minute leeway, but we were still out by 10 minutes so we were turned away.

"To me, it's just not clear. We lost money for airport car parking, flights plus we had to purchase new flights, new covid tests and new airport parking.

"I'm strong, I'm not a stressed-out person - but the situation actually pushed me over the edge.

"There wasn't any apologies - we weren't allowed to ask questions, and there wasn't anyone that would help us or answer a question."

EasyJet says the requirement was put in place by the Italian government. They urge customers to research Covid-related restrictions of their destinations.

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A spokesman for EasyJet said: "Passengers travelling from the UK the Italian authorities require a negative Covid test result to have been taken within 48 hours of arrival which unfortunately the passengers didn’t have.

"Like all airlines, easyJet is required to comply with the requirements of the local authorities in all destinations where we operate.

"Unfortunately, as the passengers were unable to provide negative test results inside the timeframe required by the Italian authorities, they were unable to travel.

“Due to the fast changing, complex and widely ranging Government policies around restrictions in place across Europe, we are alerting customers to the importance of checking current local travel requirements ahead of their flight via email and on easyJet.com via our Covid-19 Help Hub, where they can also find access to government website links and the most up to date travel information.

"We always remind customers that it is their responsibility to ensure they meet entry requirements and will continue to advise them to check the local Government requirements prior to departure.

“The safety and wellbeing of our customers and crew is our highest priority.”


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