A mother and her daughter were asked to leave a Jet2 flight due to concerns over the daughter’s low blood sugar levels. Lee Kelly and her 17-year-old daughter, Tessy Kelly-Hester, were returning from a vacation in Lanzarote when airline staff requested them to disembark the 8.50pm flight. Tessy, who has type 1 diabetes, has been under her mother’s careful management for over four years. Despite being experienced travelers with no previous issues, a minor incident with Tessy’s blood sugar level led to their removal from the plane.
The situation unfolded when Tessy’s blood sugar was slightly low at 3.6, prompting Lee to ask for a sick bag as a precaution. This request escalated into their expulsion from the aircraft. Lee explained that Tessy’s blood sugar levels can drop when she is stressed, a common occurrence before flying. After a series of inquiries from staff regarding Tessy’s condition and actions taken, they were informed that no qualified personnel were available on the flight to assist a diabetic passenger. Consequently, they were asked to leave and obtain a fit-to-fly certificate for another Jet2 service.
Despite Tessy eating and retesting her blood sugar at a safer level of 6.7, they were informed that the decision had been finalized, and their bags were being removed from the plane. Feeling isolated and unfairly targeted, Tessy expressed her distress over the situation, highlighting the emotional toll it took on her. The duo had to stay at a nearby hotel before booking a flight with a different airline to return home the next day.
Jet2 stated that their crew acted on advice from medical experts at MedAire, who recommended Tessy should not fly for health reasons. The airline emphasized prioritizing customer health and safety and urged the passengers to reach out directly for further discussion. Lee, however, mentioned having travel insurance but opted not to engage with Jet2 post-incident.