Page last updated at 12:27 GMT, Saturday, 20 February 2010

Ryanair 'left us on wrong Canary Island' - Poole family

A Ryanair plane
Ryanair says it arranged ferry crossings for passengers

A family has complained that budget airline Ryanair left them stranded on the "wrong" Canary Island after their flight to Lanzarote hit thunderstorms.

Kay Wright, 40, of Poole, Dorset, said staff did not help them to find a hotel after their diversion to Fuerteventura.

She called home for help before spending £400 on rooms for her party of five - including three young children.

Ryanair apologised for the disruption. It arranged free ferry transfers to Lanzarote and said hotel refunds apply.

Miss Wright had set off from Bournemouth Airport with children Jack, six, and George, five; stepdaughter Tabatha, 23; and her three-year-old daughter Kacey on Wednesday.

They finally arrived at Playa Blanca, Lanzarote, on Thursday.

Miss Wright's boyfriend, Tony Wainwright, 48, told Bournemouth's Daily Echo newspaper: "I don't blame Ryanair for the bad weather but to abandon a family, on the wrong island, is unforgivable.

'Safety first'

"I know Ryanair is a budget airline but surely they have some duty of care to their passengers."

The family paid about £250 for the flights but has sworn not to fly with the airline again.

Stephen McNamara, Ryanair head of communications, said: "Passengers were provided with EU261 (a European passenger rights regulation) information which outlines their entitlement to provide receipted hotel expenses to Ryanair, for refund.

"Ryanair arranged that the ferry company would carry affected Ryanair passengers to Lanzarote free of charge when ferries recommenced the following morning."

Ryanair could never put passenger convenience before safety, he added.

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