We arrived at Fuerteventura Airport after a delayed flight with my 86‑year‑old mum, who requires a wheelchair, only to find that no one had arrived to collect us. Both we and the airport staff (thankfully we had booked assitance) searched everywhere, but there was absolutely no driver to be found.
With no transport provided, we were forced to take a taxi from the airport. When we contacted Holiday Extras the next day, we were told that we should have contacted the driver ourselves to advise of the delay, as they “only wait an hour.” Considering airlines and airports clearly display real‑time arrival information, it’s shocking that the driver didn’t check the updated flight time and simply left us stranded.
We requested cancellation of the return transfer, which was agreed—but we have been refused a refund for any part of the journey, leaving us £300 out of pocket.
For a service that should support travelling customers—especially those with mobility needs—this is absolutely disgraceful. Completely unacceptable customer care and zero accountability. I would not recommend this service to anyone.
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