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TUI pilot recovers lost passport after girl loses it at airport | Travel News | Travel

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Adrian Insley said his perfect holiday in Tenerife almost ended badly after losing his daughter’s passport on the airport. The 38-year-old man was resulting from board a TUI flight together with his partner Rebecca Thomson, their 4 children and Adrian’s parents when he realised he’d left his daughter’s passport within the duty free shopping area.

His family was capable of board but his seven-year-old daughter became “emotionally distressed” at watching her father wait on the gate.

Mr Insley found the passport but, by which era, the gate closed and the dad was told he could not get on the scheduled flight.

The plane reached the runway when a choice was made to show around to gather Mr Insley, an account manager, which delighted his despairing family.

Chatting with Nottinghamshire Live, his mum Sharon Insley, 60, said: “I used to be impressed with the staff, who were so caring and tried to calm down the grandchildren who were crying. They said that Adrian could get on the subsequent flight to Manchester if there may be space, they were just so kind and understanding.

“They’ve gone to talk to the captain and ask concerning the logistics of it. At this point we were able to take off, it was right before the runway.

“After which the steward asked if we could tell Adrian to return to the gate, so we could pick him up. I used to be gobsmacked because I actually have never ever in all my time flying, ever known that they will come back for you.

“They then apologised saying they might not have the opportunity to place Adrian’s luggage back on. We said we don’t care, it was amazing, just incredible.”

Mr Insley finally boarded the flight for East Midlands Airport and has since expressed his gratitude to the airline.

TUI said the work highlights the “incredible dedication of colleagues”.

But recalling the initial trauma, Mr Insley, of Ilkeston, Derbyshire, said: “My children were crying, my partner was crying. The reps on the opposite planes asked all of the passengers to ascertain their bags.

“I used to be blissful to get the passport back at the least, but that is when the situation got more interesting.”

His mother, from Watnall, Nottinghamshire, continued: “We had an incredible holiday and every little thing was top notch, obviously only a little bit of trauma.

“I actually have actually tried to thank TUI, but they’ve only got a portal for complaints. When all you hear concerning the travel industry is doom and gloom, we just desired to share some exceptional customer support our family encountered over the bank holiday weekend.”

A spokesperson for TUI said: “We’re pleased that the Insley family were capable of travel on their holiday as planned. That is just one other example of the incredible dedication of TUI colleagues who’re doing every little thing they will to get customers away on their holidays.

“We appreciate all of our teams who proceed to exhibit their hard-work and commitment to TUI and its customers.”

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