On arrival into Palma Airport, despite landing on time, we encountered significant issues at security. My husband experienced severe challenges with the new passport control systems and spent almost three hours trying to get through.
During this time, I was in communication with your team to explain the situation. I fully understand your 60‑minute waiting policy, but given the circumstances — which are becoming increasingly common due to the recent system changes — I had hoped there would be some contingency or flexibility. I am a returning customer, so I was extremely surprised by this occurrence.
I was extremely disappointed by the lack of empathy and support shown by your team. This is not a reflection on the driver, who was helpful and even contacted his manager so I could speak with them. However, the suggestion made to me was that I should take the car with my youngest son and leave my two 14‑year‑old sons behind to wait alone for their dad and then make their own way to the hotel. This was never going to be an acceptable option. Leaving two children alone in a foreign airport while their parent is stuck in security is simply not safe or reasonable.
They have refused to provide a refund!
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