This Is Guernsey

Emma Mourant waits with twin godchildren Mia and Alisha for news of their present, which she was prevented from bringing with her when she returned from university in Exeter. (Picture by Peter Frankland, 0558833)

FLYBE has been accused of ruining a birthday surprise for one-year-old twins.

Airline staff at Exeter refused to accept their godmother’s present on a flight, then threatened to dump it when she could not pay a surcharge.

Law student Emma Mourant, 25, intended to bring a LeapFrog educational toy back to Guernsey on Tuesday for her goddaughters, who were one yesterday.

It did not fit in her suitcase so Miss Mourant, who had only £6 on her, took her boyfriend to the check-in desk in case she needed to pay extra for the package.

But check-in staff made no charge and he left.

As Miss Mourant queued to go through security, she was called back to check-in and told that the present had been removed from the hold and would not be put back unless she paid £10.

‘They said I had to pay the fee or they were going to dispose of it,’ she said.

‘I offered them the £6, which was all the money I had. I even offered to pay them the £10 on my return to Exeter. They refused.’

Miss Mourant explained that the present had to get back to Guernsey, but said the Flybe member of staff’s attitude was appalling.

‘Once they said I didn’t need to pay for it, my boyfriend went to work and I said I didn’t think I should be charged after they made the mistake.

‘The lady was really rude and seemed to take pleasure in telling me that the present would probably end up destroyed if I didn’t pay,’ she said.

To catch her flight, a tearful Miss Mourant had to leave the present behind.

‘A really lovely air hostess said she would try and get a member of ground staff to bring it on board, but unfortunately the worker who turned up was the same woman who had refused to let it on,’ she said.

‘I overheard her making derogatory comments about me to the air hostess. She was so unprofessional.’

On arrival in Guernsey, Miss Mourant went to the Flybe desk and explained her situation.

She said that she was told that because it had been the airline’s mistake originally, she should not have later been charged and the present would be put on the next flight at no cost.

‘But I then got a phone call from a Flybe supervisor in Exeter who said it would still not be put on a flight until I paid the £10.

‘They knew the item was a birthday present and it was important I got it back to the island but they showed no flexibility or discretion. They were so unhelpful.

‘It’s not about the £10, it’s about Flybe’s attitude. To deprive two one-year-olds of a birthday present because of £4 was so petty.

‘It was really upsetting because I’m their godmother.

‘It’s their first birthday and I didn’t have anything to give them.’

A Flybe spokesman said yesterday that the airline had carried out a thorough investigation.

‘Customer communication is very important to the company but there does seem to have been a misunderstanding concerning the transport of her godchildren’s present,’ he said.

‘To this end, Flybe can confirm that her package will be flown at no charge to Guernsey this afternoon and be ready for collection at 6pm.’

Unfortunately, the flight did not get in last night and the airline were unable to say this morning whether the present had got in on an early flight.