The mum of a Suffolk teenager with cerebral palsy has revealed her utter frustration at the ‘absolute silence’ she has encountered with an airline that lost her son’s walking frame.

Vicky Thomas’ son Aiden, 14, has been without his walking frame since July 7, when he got on a Ryanair flight at Stansted Airport to fly to Madrid for a trip with his school, Castle Manor Academy in Haverhill.

Aiden was travelling with a manual wheelchair and a walking frame but because the latter was not loaded onto the plane, he was left with just a wheelchair.

Aiden Thomas, 14, at a frame football tournament in May this year. Contributed pictureAiden Thomas, 14, at a frame football tournament in May this year. Contributed picture
Aiden Thomas, 14, at a frame football tournament in May this year. Contributed picture

His mum Vicky said: “Aiden cannot walk independently without his walking frame, which meant he could not fully enjoy the school trip with his friends.

“Neither school nor myself have had any luck with Ryanair or locating the walking frame.

“A friend’s sister who works at Stansted Airport has managed to trace it for us and discovered it was sent out to Madrid on July 14, three days after the school trip returned to the UK.

Aiden Thomas with his twin brother Owen and good friend Connor Goldsmith, 14. Contributed pictureAiden Thomas with his twin brother Owen and good friend Connor Goldsmith, 14. Contributed picture
Aiden Thomas with his twin brother Owen and good friend Connor Goldsmith, 14. Contributed picture

“I have been trying for more than two weeks to get the walking frame returned.

“This frame was issued by the NHS, who struggle financially and cannot provide excess equipment.

“As a result, Aiden is now facing the summer holidays without the use of his walking frame which will impact his ability to go out and be independent with his friends.”

Vicky, who has another son, Owen, who is Aiden’s twin, and is married to former Haverhill Rovers and Haverhill Borough player, Gareth Thomas, went on to outline the impact on Aiden of not having his frame.

“He won’t be able to go out with his mates. He does have a mobility scooter but he doesn’t want to use that with his friends.

“He is a 14-year-old boy, he is not going to want to walk down the road holding his mum’s hand.

“As a family we are quite limited in what we can do unless we take him in his wheelchair which means he can’t really partake in activities.

“It’s his self-esteem and his identity and part of his independence that has been taken away for now.”

Vicky, of Arrendene Road, Haverhill, has asked Aiden’s physio about sourcing another walking frame should his not be returned.

Aiden would also miss out on playing for the frame football sessions that he enjoys every other week.

As a last resort, another frame could be bought for about £300, but Vicky points out that it shouldn’t come to that if Ryanair was to do its job properly.

Vicky has been left frustrated by the difficulty she has had in getting to even speak to someone at Ryanair.

Last Tuesday, July 9, alone she made ‘about 10 calls’ but with no luck and used its online chatbot, also without getting anywhere.

Speaking to the Haverhill Echo on Tuesday, Vicky added: “I emailed and had a response from Ryanair last Wednesday, saying we can see you have contacted us, would you like to complete our customer feedback form. They came back last Wednesday and said ‘we are sorry to hear this and we will come back to you’.

“I’ve been trying to sort this out since the eighth and it’s now the 23rd.

“I have Tweeted them, posted a comment on their Facebook page. I have tried to contact them every way that I can.

“I have told them this is urgent and you are discriminating against disabled people by losing a vital piece of disability equipment.

“There has been absolute silence.

“I literally went round and round and round and they just said the only thing I can do is email them.

“I just want to speak to someone to get it resolved. If no-one knows where it is just let me know because this limbo is not very helpful.”

Ryanair has been approached for comment.



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