A family’s holiday plans turned into a nightmare after British Airways refused to allow a 13-year-old boy with Tourette syndrome to board a flight after he repeatedly shouted the word “bomb” at the airport.
The incident happened at Gatwick Airport before the family’s flight to Alicante on Saturday.
Teenager Mason Entwistle and his parents, Martyn and Gemma Entwistle, were stopped by airline staff at the aircraft boarding gate before being escorted back to the terminal by armed police officers.
According to the family, Mason’s medical condition had already been declared to the airline before the trip.
The family said they contacted British Airways ahead of their flight to explain that Mason has Tourette syndrome, a neurological condition that causes involuntary sounds and movements known as tics.
Mason reportedly shouted the word “bomb” multiple times while travelling through the airport, but the family claimed security procedures had gone smoothly up until the boarding stage.
His mother, Gemma, had also brought medical documents confirming his diagnosis, while Mason was wearing a disability lanyard throughout the journey.
However, while waiting inside the jet bridge to board the aircraft, the family said they were suddenly pulled aside by British Airways staff.
Video footage filmed by Mason’s father allegedly captured a tense exchange between the family and an airport duty manager.
In the footage, Martyn questioned whether his son was being denied boarding because of his Tourette syndrome.
The airline representative insisted the refusal was based on safety concerns rather than Mason’s disability.
“We are refusing him because there’s been a threat made that he has a bomb in his bag,” the manager reportedly said.
The duty manager also stated that the airline had to take such remarks seriously for the safety of passengers, cabin crew and airport staff.
The family, from Harwich, claimed the ordeal left Mason emotionally devastated.
His father said the teenager broke down in tears and repeatedly apologised to everyone around him after being removed from the flight.
While the family’s 16-year-old daughter was eventually allowed to continue the journey with friends, Mason, his parents and their baby sister were forced to stay behind.
The family later checked into an airport hotel before rebooking replacement flights with another airline the following day.
Martyn accused British Airways of discrimination and said the experience had deeply traumatised his son.
He added that he decided to rebook the holiday because he did not want Mason growing up believing he could never travel because of his condition.
The family reportedly spent around £4,000 on flights for a group holiday involving 10 people.
British Airways has since offered the family a refund for the disrupted flights.
In a statement, the airline maintained that the decision was not made because of Mason’s medical condition.
A spokesperson described the situation as “extremely difficult, complex and distressing,” adding that the group was refused travel due to “a number of contributing factors.”
