Family’s dream Disney holiday ruined after ‘worst-ever experience’ with airline

• A young child was left in tears as her family was unable to board their plane to Disney World.
• The family was finally able to enjoy their trip to Disney World.
• When it came time to fly home on June 9, they were told that they did not reserve any seats on their aircraft.

Sheldon said: ‘At that point, our seven-year-old daughter burst into tears and our 13-year-old son wasn’t best pleased either, neither were we.’

‘We then spent three hours trying to speak to someone at KLM only to be told finally by a call center rep we had to sort it out through social media as they couldn’t do it.’

‘I’ve never heard anything so ridiculous in all my life when it comes to business.’

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Because of an airport mix-up, a young child was left in tears as her family was unable to board their plane to Disney World.

Sheldon Miller and his family were scheduled to fly from Birmingham to Orlando, Florida, on April 3, but had to cancel due to his father’s cancer diagnosis.

They rescheduled their KLM flight for May 30 and felt everything was alright after receiving a confirmation email from KLM’s partner Delta, which included a link to check-in online.

When they arrived to the airport, however, they were told they were not booked onto the flight leaving that day, and their excitement rapidly changed to disappointment.

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The father eventually opted to pay £100 for overnight hotel rooms at Birmingham Airport and £2,500 for Aer Lingus alternate flights.

The family was finally able to enjoy their trip to Disney World, but when it came time to fly home on June 9, they were once again told they had not reserved any seats on their aircraft.

The Millers took a strange Virgin Atlantic route home, flying from Orlando to Heathrow, then to Amsterdam, and finally to Birmingham.

‘No one has stepped forward in any way,’ Sheldon added. The entire experience felt like a giant game of pass the parcel, with no one from KLM even remotely interested in, let alone prepared to take responsibility for, our customer issue.’

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