Retired Luton couple with heart condition stranded in Australia after flights cancelled over coronavirus

A retired Luton couple have been left stranded in Australia after their trip of a lifetime turned into a nightmare thanks to coronavirus.
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Donald Hemmings, 64, and wife Jacquetta, 59, planned their trip down under for months and took out platinum insurance cover with firm Able 2 Travel due to Mr Hemmings having a serious heart condition.

Daughter Adele said: "The first few weeks were amazing, from taking a trip to the great barrier reef to climbing the Sydney bridge."

But the couple's break was rocked when the government began ramping up restrictions over coronavirus.

Don and Jacquetta HemmingsDon and Jacquetta Hemmings
Don and Jacquetta Hemmings

Concerned they may be unable to get back to the UK, the pair arranged with their travel provider to bring their flights forward from this Saturday, March 28, to Tuesday, March 24, using their own money after their insurance would not cover an alternative flight.

However on Monday, Mr and Mrs Hemmings were dealt a whammy when they were told that United Emirates had cancelled all flights.

They were advised by their travel agent to continue with their internal flight to Brisbane, and contact the UK foreign office and embassy.

But despite their efforts, the couple have not been able to find any flights besides a business class trip costing £9,000 each, which their insurance will not cover.

Mr Hemmings only has another two weeks of medication with him after previously undergoing cardiac valve surgery.

Mrs Hemmings wife said: “This is such a distressing time and with Able 2 Travel not answering any of my calls or emails, it has made this even more stressful and I feel completely let down.

"I do not know how we are going to get my husband’s medication, how long we are going to have to stay here or what will happen if either of us gets taken ill.”

The couple has spoken to the foreign office and is waiting to hear any updates about returning home.

For now, they are paying for an apartment without any knowledge about what will happen next.

In response to our enquiries, Carl Carter, managing director of Able 2 Travel, said: "We are in direct contact with both Mr and Mrs Hemmings as well as their family back in the UK, and we are pleased to confirm that it has been agreed with Underwriters that their cover will be extended free of charge.

"We take our customer service levels exceptionally seriously and unfortunately, their initial point of contact came into our routine customer services team at a time when operations were switching to home working due to emergency business continuity reasons as a result of the COVD-19 pandemic.

"Hence, there was an initial delay and miscommunication for which we sincerely apologise.

"However, I can confirm that our 24/7 Emergency Assistance Service provider was available at all times had that been required.

"We apologise for any inconvenience caused during these unprecedented and stressful times and hope that Mr and Mrs Hemmings are able to return to the UK soon.

"Additionally, as a gesture of goodwill, with Mr and Mrs Hemmings' agreement, after they have returned to the UK, as managing director I would be happy to speak with them personally and make arrangements to provide Mr and Mrs Hemmings with a 25% discount off their next travel insurance policy with Able2Travel - ensuring they are all ready to get covered and travelling again swiftly when restrictions get lifted."

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