tui package holiday, delay and missed day of holiday
Discussion
we had a 3.5 hour delay on our flight to ibiza then a further couple of hours delay at the airport in ibiza as the flight arrived so late the baggage handlers werent available, then the transfer coach was delayed as they had lost a families luggage and we all had to wait on them submitting a claim. instead of arriving while the hotel was still serving dinner and getting to enjoy the evenings entertainment instead we arrived at 01:45 and there was nowhere to eat and the bar was closed and we started travelling at 07:45 the day before so we went to bed and missed breakfast the next morning.
I have filled in the claim form on the tui portal but I have some questions I didn't find an answer to and the tui call centre has long hold times, I am thinking about just going in to a tui shop but I would like to go in with as many facts as possible.
1. Can tui weasel out of paying out? we had pretty much zero updates during the delay, but once we boarded the pilot said the delay was swissair baggage handlers were short staffed so the luggage stayed on the aircraft from its previous flight for a couple of hours delaying our baggage getting loaded, then the baggage loading machine blew a hydraulic hose, then the delay meant we had to wait for an atc slot. can they say swissairs staffing and plant maintenance issues were out of their control or does it become their problem as swissair is their contractor and they should have used someone competent?
2. I havent seen anything about getting a refund for the evening of the holiday we missed and the inclusive food and drink we never received on the portal form, only flight delay compensation. since it was a package holiday and a tui flight and tui hotel how do I go about getting a refund for the first evening we missed out on?
3. We had a burger king at Newcastle airport, I believe we can claim that back but the receipt printer was broken and the teenagers attempting to run the eatery were no help whatsoever in trying to get a proof of purchase. Can I use a bank statement to prove we bought food at the airport? I used google pay contactless through my phone.
Not the end of the world, but it left a sour taste on my families first holiday in 3 years and probably our only for a couple of years.
Thanks in advance for any advice.
I have filled in the claim form on the tui portal but I have some questions I didn't find an answer to and the tui call centre has long hold times, I am thinking about just going in to a tui shop but I would like to go in with as many facts as possible.
1. Can tui weasel out of paying out? we had pretty much zero updates during the delay, but once we boarded the pilot said the delay was swissair baggage handlers were short staffed so the luggage stayed on the aircraft from its previous flight for a couple of hours delaying our baggage getting loaded, then the baggage loading machine blew a hydraulic hose, then the delay meant we had to wait for an atc slot. can they say swissairs staffing and plant maintenance issues were out of their control or does it become their problem as swissair is their contractor and they should have used someone competent?
2. I havent seen anything about getting a refund for the evening of the holiday we missed and the inclusive food and drink we never received on the portal form, only flight delay compensation. since it was a package holiday and a tui flight and tui hotel how do I go about getting a refund for the first evening we missed out on?
3. We had a burger king at Newcastle airport, I believe we can claim that back but the receipt printer was broken and the teenagers attempting to run the eatery were no help whatsoever in trying to get a proof of purchase. Can I use a bank statement to prove we bought food at the airport? I used google pay contactless through my phone.
Not the end of the world, but it left a sour taste on my families first holiday in 3 years and probably our only for a couple of years.
Thanks in advance for any advice.
That is the standard legally mandated amount for a delayed flight regardless of the other factors, it was more the hotel and meal costs with it being a package holiday that went wrong I was looking for info about.
Its crazy to think, what does a 737ng hold, 180 ish people, £350 a person, potentially 63 grand compo they are liable for for one delayed flight. You would think with that at stake they could maintain their ground equipment properly and pay their baggage handlers 25 quid an hour so they arent struggling for staff, and they might end up with staff that give a f
k about their job, surely that would work out much cheaper in the long run.
Its crazy to think, what does a 737ng hold, 180 ish people, £350 a person, potentially 63 grand compo they are liable for for one delayed flight. You would think with that at stake they could maintain their ground equipment properly and pay their baggage handlers 25 quid an hour so they arent struggling for staff, and they might end up with staff that give a f
k about their job, surely that would work out much cheaper in the long run.Edited by OldGermanHeaps on Friday 8th July 21:31
OldGermanHeaps said:
we had a 3.5 hour delay on our flight to ibiza then a further couple of hours delay at the airport in ibiza as the flight arrived so late the baggage handlers werent available, then the transfer coach was delayed as they had lost a families luggage and we all had to wait on them submitting a claim. instead of arriving while the hotel was still serving dinner and getting to enjoy the evenings entertainment instead we arrived at 01:45 and there was nowhere to eat and the bar was closed and we started travelling at 07:45 the day before so we went to bed and missed breakfast the next morning.
I have filled in the claim form on the tui portal but I have some questions I didn't find an answer to and the tui call centre has long hold times, I am thinking about just going in to a tui shop but I would like to go in with as many facts as possible.
1. Can tui weasel out of paying out? we had pretty much zero updates during the delay, but once we boarded the pilot said the delay was swissair baggage handlers were short staffed so the luggage stayed on the aircraft from its previous flight for a couple of hours delaying our baggage getting loaded, then the baggage loading machine blew a hydraulic hose, then the delay meant we had to wait for an atc slot. can they say swissairs staffing and plant maintenance issues were out of their control or does it become their problem as swissair is their contractor and they should have used someone competent?
2. I havent seen anything about getting a refund for the evening of the holiday we missed and the inclusive food and drink we never received on the portal form, only flight delay compensation. since it was a package holiday and a tui flight and tui hotel how do I go about getting a refund for the first evening we missed out on?
3. We had a burger king at Newcastle airport, I believe we can claim that back but the receipt printer was broken and the teenagers attempting to run the eatery were no help whatsoever in trying to get a proof of purchase. Can I use a bank statement to prove we bought food at the airport? I used google pay contactless through my phone.
Not the end of the world, but it left a sour taste on my families first holiday in 3 years and probably our only for a couple of years.
Thanks in advance for any advice.
Just had exactly the same. I have filled in the claim form on the tui portal but I have some questions I didn't find an answer to and the tui call centre has long hold times, I am thinking about just going in to a tui shop but I would like to go in with as many facts as possible.
1. Can tui weasel out of paying out? we had pretty much zero updates during the delay, but once we boarded the pilot said the delay was swissair baggage handlers were short staffed so the luggage stayed on the aircraft from its previous flight for a couple of hours delaying our baggage getting loaded, then the baggage loading machine blew a hydraulic hose, then the delay meant we had to wait for an atc slot. can they say swissairs staffing and plant maintenance issues were out of their control or does it become their problem as swissair is their contractor and they should have used someone competent?
2. I havent seen anything about getting a refund for the evening of the holiday we missed and the inclusive food and drink we never received on the portal form, only flight delay compensation. since it was a package holiday and a tui flight and tui hotel how do I go about getting a refund for the first evening we missed out on?
3. We had a burger king at Newcastle airport, I believe we can claim that back but the receipt printer was broken and the teenagers attempting to run the eatery were no help whatsoever in trying to get a proof of purchase. Can I use a bank statement to prove we bought food at the airport? I used google pay contactless through my phone.
Not the end of the world, but it left a sour taste on my families first holiday in 3 years and probably our only for a couple of years.
Thanks in advance for any advice.
1) They will claim the aircraft went "technical" and is outside EU261 rules for refunds (still applicable even though we left UK).
2) You should have been given this info, In any complaint communication mention no one gave you any information.
3) Probably pushing it a bit as you'd have eaten bait at home if you were not on holiday? Go for the 260Euro each (if there was four of you [Mum, Dad, teenagers was plural so a family of 4?] that is nearly £1000) go that route first.
While Tui holidays are generally really good, their customer service leaves a lot to be desired.
In 2019 they messed us about 2 days before we departed, demanding an extra £1500 for our holiday, but luckily a PH'er helped me out and I got £500 compo (again the legally mandated amount for any last minute chnages that Tui didn't tell us about) and un upgrade.
Also cancelled our 2020 and 2021 holidays although that was more due to Covid.
Their compliants process is a joke and it takes 8 weeks for them to reply so don't rely on that.
If you do need to get on to them, make sure you quote anything you can find on Abta or ATOL.
Hope you enjoy your holiday!
In 2019 they messed us about 2 days before we departed, demanding an extra £1500 for our holiday, but luckily a PH'er helped me out and I got £500 compo (again the legally mandated amount for any last minute chnages that Tui didn't tell us about) and un upgrade.
Also cancelled our 2020 and 2021 holidays although that was more due to Covid.
Their compliants process is a joke and it takes 8 weeks for them to reply so don't rely on that.
If you do need to get on to them, make sure you quote anything you can find on Abta or ATOL.
Hope you enjoy your holiday!
The compensation is unsustainable, we put a claim in as delayed over 24 hours due to a fault with the plane, family of four, they gave us pretty much the cost of the holiday back. I only asked to cover the cost of delay on car parking, food as none available on flight totalling £100.
OldGermanHeaps said:
That is the standard legally mandated amount for a delayed flight regardless of the other factors, it was more the hotel and meal costs with it being a package holiday that went wrong I was looking for info about.
Its crazy to think, what does a 737ng hold, 180 ish people, £350 a person, potentially 63 grand compo they are liable for for one delayed flight. You would think with that at stake they could maintain their ground equipment properly and pay their baggage handlers 25 quid an hour so they arent struggling for staff, and they might end up with staff that give a fk about their job, surely that would work out much cheaper in the long run.
Is that not why they give you the £350 for a delay to cover the knock on effect? Its crazy to think, what does a 737ng hold, 180 ish people, £350 a person, potentially 63 grand compo they are liable for for one delayed flight. You would think with that at stake they could maintain their ground equipment properly and pay their baggage handlers 25 quid an hour so they arent struggling for staff, and they might end up with staff that give a f
k about their job, surely that would work out much cheaper in the long run.Edited by OldGermanHeaps on Friday 8th July 21:31
Gassing Station | Holidays & Travel | Top of Page | What's New | My Stuff