SuppliedPassengers were forced to sleep in a Bulgarian airport after an Edinburgh-bound flight had to make an emergency landing due to an “eggy smell”.
The EasyJet flight EZY3282 from Dalaman, Turkey, to the Scottish capital took off at 9.55pm UK time and was due to arrive at around 12.45am on Wednesday morning.
But around two hours into the journey, the aircraft made a U-turn over Serbia following a reported technical issue and landed in Sofia, Bulgaria.
Those onboard told STV News staff said the plane was being diverted due to an “unusual smell” described as “eggy”.
After landing, passengers were informed that they needed to spend the night in the Bulgarian capital because the cabin crew had worked their due hours.
EasyJet previously told STV News that accommodation and meals were provided to those impacted, but affected passengers say they slept in the airport and haven’t been supplied with water or food.
After queuing at the check-in desks, passengers were informed that hotels had denied them spaces, and airport staff had to contact hotel managers directly to seek accommodation.
Passengers claimed staff said they were unable to provide food and drink vouchers because EasyJet representatives had not contacted them.
At around 5.30am, Scott Duncan and his wife, Emily Powell, were told accommodation had been found for them; however, they’d have to pay for transport to the premises.
“Check out times were between 10am to 11am, along with paying for transport there and back, and needing to be at the airport for 3pm to pass security for a 5pm flight, we decided it was better to stay in the airport overnight,” he told STV News.
“After sleeping on the floor for an hour after being refused seating from the Costa staff, eventually they opened the seating at 7am and allowed us chairs to sleep on.”
Mr Duncan said they were issued new boarding passes to download but the EasyJet app crashed when trying to access them or the customer service option.
He said that they had still not been able to check in an hour before the scheduled departure.
iStock“We have had nowhere to store our luggage and still no word on food or water, as well as airport staff reporting that there has been no word from an EasyJet representative,” Mr Duncan said.
“We have barely slept, are extremely dehydrated and provided very weak air conditioning in over 30-degree weather.”
Passengers still feel “left in the dark,” with a flight scheduled to leave at 5pm on Wednesday being delayed for a further three hours
Scott’s wife, Emily, added: “We haven’t been provided any information and have had to find out from friends and family about certain things that are happening.
“We are having to contact EasyJet first to find out information. They are not coming to us and they are completely leaving us in the dark.
“We can clearly understand that it is not the cabin crew or the pilot’s fault as they were making sure that we were safe, and this is completely on EasyJet.”
‘I’m shattered and it just put a total dampener on my holiday’
Vicky Walker, who noticed a “foul smell” prior to landing, said passengers were assured that accommodation, water and food would all be handled by the UK airline.
But the 37-year-old from Forfar says she spent the night in the Bulgarian airport.
“We were offered a hotel room, but we had to make our own way there, to then be told we would need to check out of the hotel at 10am,” she said.
“My friend and I didn’t have the money to pay for it, so we ended up in the airport with others. We haven’t been offered any water or food and have had no information given to us at all.
“Just a horrendous experience. Needless to say, I won’t be travelling with EasyJet again.”
“I’m shattered and it just put a total dampener on my holiday.”
‘EasyJet has let everyone down’
Another passenger told STV News her family had to book their own accommodation despite EasyJet informing them that the situation was “under control” and to “hang tight”.
While “kids slept on the floor”, the mum called the airline for the fourth time. She was told that ground staff were “dealing” with affected passengers; however, there were reportedly no employees in the area.
She told STV News: “We collected bags then made our way through to arrivals which was chaos, there were no staff at all present in the arrivals hall or departures, just a police officer in each who had no information.
“I called EasyJet various times and each time was told to hang tight they were sorting it out and someone would be on their way soon.
“After two hours and no sign of anyone I asked EasyJet if we could book our own hotel, they said it was all under control and if we booked our own they would not reimburse us for it.
“The airport was completely closed and the one vending machine wasn’t working. It was hot and there was no access to food or water and still no staff around. Kids sleeping everywhere and all miserable.”
Eventually, the family booked accommodation for themselves before heading back to the airport later in the day.
The mum added: “I’m really glad they got us off the plane safely and are sending a new plane but I’m extremely disappointed with how EasyJet has let everyone down.
“Just want to get our little one home it’s been a long two days for her.”
EasyJet has been contacted for comment.
Follow STV News on WhatsApp
Scan the QR code on your mobile device for all the latest news from around the country
