A 17-year-old girl with type 1 diabetes was left distressed after being removed from a Jet2 flight from Lanzarote to the UK because her blood sugar levels were slightly low.
Tessy Kelly-Hester, from Newcastle upon Tyne, had been enjoying a family holiday when she and her mum, Lee, were asked to leave the plane before take-off.
What happened on board
Tessy, who has lived with type 1 diabetes for more than four years, routinely checks her glucose before flights.
On boarding the 8.50pm service home, her blood sugar measured 3.6 mmol/L – just below the typical target range.
Her mum asked cabin crew for a sick bag in case Tessy felt unwell, but the request prompted a series of medical questions.
Staff consulted their medical support provider, MedAire, and after around half an hour advised that Tessy could not travel because “no one on board was qualified to assist a diabetic.”
Despite treating her low blood sugar and rising to 6.7 mmol/L within minutes, Tessy and her mum were told to disembark.
Their luggage was removed and they were advised to obtain a “fit to fly” certificate before booking another Jet2 flight.
Impact on the family
Lee and Tessy had to pay £250 for emergency overnight accommodation and around £380 for flights with another airline the following day.
Lee said: “It felt as if Tessy was being singled out for a condition she can’t do anything about. Her blood sugar often dips slightly with stress, and I am fully capable of helping her manage it. To be told she couldn’t fly was a real shock.”
Tessy added: “I felt isolated and alone. I just burst out crying and it made me not want to fly again. I don’t think other people with diabetes should have to go through the same experience.”
Jet2’s response
A Jet2 spokesperson said their staff were following expert medical advice from MedAire, who recommended Tessy should not fly on that occasion. They emphasised that the airline’s priority is always the health and safety of passengers.
What people with diabetes should know when flying
This case has raised concerns in the diabetes community about how airlines handle low blood sugar situations.
While most people with type 1 diabetes travel regularly without issue, it highlights the importance of preparation and communication.
Tips for travellers with diabetes
- Carry a fit-to-fly letter: Ask your GP or diabetes team for a travel letter confirming your condition and ability to self-manage.
- Keep hypo treatments handy: Always have fast-acting glucose and snacks accessible in your hand luggage.
- Explain clearly if needed: If crew ask about your condition, calmly explain how you treat low blood sugar yourself.
- Allow extra time: Arrive early in case of additional checks or questions.
- Have travel insurance: Ensure your policy covers diabetes.
Experiences like Tessy’s can feel isolating, but many people with diabetes travel safely and frequently. This incident is a reminder that greater awareness and training are still needed in the travel industry to avoid unnecessary distress.
If you have concerns about travelling with diabetes, speak with your healthcare team before you go and make sure you are confident in managing your condition on board.
