A woman with disabilities has been left deeply upset after missing her planned trip to the Canary Islands due to issues with her mobility scooter’s power source. Carol Hutchins was looking forward to a relaxing getaway at the TUI Magic Life Hotel in Fuerteventura with her daughter, Layla, scheduled for late October. However, the journey was abruptly halted at Manchester Airport when staff informed them that Carol’s scooter could not be transported on the flight.
Carol is now more than £1,000 out of pocket due to the cancelled trip. While there is no indication that TUI failed to follow proper procedures, her experience serves as a reminder for British travelers who are planning trips with mobility assistance equipment.
New Bag Rules for Ryanair and easyJet
Martin Lewis from MSE has shared important advice for those with upcoming holidays. It is crucial to understand the rules and requirements when traveling with mobility aids.
A TUI representative stated: “We’re sorry that Ms Hutchins wasn’t able to travel on her holiday, and we recognise how upsetting that must have been for her. This was due to them not having the required documentation and battery identification information for their electric mobility aid, which meant it couldn’t be cleared to fly under safety guidance. The TUI airport team supported her on the day and explored alternative options, which she chose not to accept.”
Carol arranged her trip to the Canary Islands through the TUI Doncaster branch on 23 October 2025. Since the reservation was made less than two weeks before departure, the travel consultant contacted the welfare department while Carol was in the store, ensuring the mobility scooter was registered against the reservation.
When passengers add a mobility device to their holiday reservation, they receive the Conditions of Carriage, which include essential guidelines that travelers must follow before departure. These state: “The battery or batteries should clearly be labelled showing the type and the watt-hour (Wh) rating. Failure to show this can lead to refusal of battery or batteries. Please carry the manufacturer’s operating instructions with you, which will help you and the airport staff to block the vehicle’s electric circuits and remove the battery if necessary.”
TUI claims that the Conditions of Carriage were sent electronically to Ms Hutchins on four separate occasions as her reservation was modified, and provided twice more with her ticket documentation.
When Carol and Layla arrived at Manchester Airport on 29th October, her power pack had no visible identification markings, preventing airport personnel from legally authorising it under safety protocols.
A duty manager at the terminal contacted the accommodation team in Fuerteventura to arrange an alternative mobility device for Carol to use during her stay. However, according to Layla, Carol felt uneasy about leaving without her personal equipment or facing the possibility of being without mobility assistance upon arrival.
TUI states that Carol and Layla declined the offer of two replacement flights and complimentary vouchers.
What Mobility Scooter Users Need to Know Before Flying
TUI’s online platform includes a dedicated section outlining what users need to know and arrange before their journey. Here are some key steps:
- Check your battery type and specifications: Ensure you understand the type of battery your mobility scooter uses.
- Provide battery details to TUI in advance: Share the necessary information with the airline before your trip.
- Bring manufacturer documentation to the airport: This will help airport staff identify and handle your device safely.
TUI accepts the following battery types:
- Non-spillable batteries (like AGM, Gel Cell, SLA)
- Lithium batteries with specific watt-hour limits:
- Single battery: maximum 300Wh
- Two batteries: maximum 160Wh each
However, wet cell (spillable) batteries are not permitted on TUI flights.
Important Pre-Flight Steps
- Share your device’s battery details with TUI as early as possible: This ensures smooth processing at the airport.
- Bring manufacturer documentation showing battery specifications: If you don’t have this, check the British Healthcare Trades Association (BHTA) website or contact your device manufacturer.
- Remember that spare or removable batteries must be carried in the cabin: This is essential for safety reasons.
