A TUI passenger who missed two days of her vacation in Tenerife has slammed the airline after her flight was delayed by 30 hours. Chantel Starke and her companion have been on account of fly from Birmingham Airport on September 2 at 6.20am.
Regardless of being advised at one level her flight was able to board, she advised how they didn’t make it onto the aircraft till lunchtime the next day, reviews Nottinghamshire Stay.
Ms Starke, who lives in Beeston, Nottinghamshire, claims passengers have been moved onto a shuttle bus solely to be advised the flight had been cancelled on account of a “lack of petrol”.
She mentioned they obtained no meals or drink for 4 or 5 hours as folks waited till they have been advised what to do.
At round noon, Ms Starke mentioned passengers have been taken to the close by Hilton Resort, the place they stayed till a flight was scheduled for the next day.
She and her companion finally arrived in Tenerife at round 7.30pm on September 3.
She says that they subsequently obtained emails from TUI informing them that they have been entitled to compensation – and that they filed a declare.
Nonetheless, a day after their declare was filed Ms Starke mentioned the pair obtained one other electronic mail stating that they weren’t entitled to any compensation.
Ms Starke mentioned the ordeal was “completely terrible” and that she and her companion have been “left in the dead of night” by TUI.
“We have been meant to fly from Birmingham to Tenerife and we have been meant to go away at 6.20am.
“And we have been advised initially that there was going to be a 60- to-90-minute delay with boarding on account of operational points with the aircraft and they might get it mounted.
“After which two or three hours glided by and we hadn’t heard something after which they mentioned ‘okay get on the shuttle bus that takes you to the aircraft, the aircraft’s prepared for you now’.
“So all of us acquired on and have been there for like quarter-hour sat on this bus.
“They then took us off the bus and advised us that the flight was cancelled.
“At this level, it was simply earlier than 11am and so they left us in there till about half 12.
“There have been folks there with youngsters and so they handed out no meals, no water.
“We might been there since about 5.30am so nobody had eaten for a very good 4 or 5 hours.
“So then police got here in, took us out and we have been taken to the Hilton Resort space however have been advised we must pay for our personal meals and drinks and stuff.
“We did not get advised till that night time when our subsequent flight can be, which might be the subsequent morning and that they’d choose us up at 7am on the dot.
“We did not fly till simply after lunchtime however even then there was an hour delay.
“It was terrible, it was completely terrible. So we acquired to Tenerife, me and my companion, at about half seven at night time so we would missed two days of our vacation now.
“We have been getting a great deal of emails saying ‘you are entitled to compensation, you have been delayed a complete of 30 hours’.
“We might been promised vouchers and all types. So we put in our compensation declare, two days after we acquired there, after which the subsequent day we acquired an electronic mail saying ‘you are not entitled to something’.
“Apparently it was on account of a scarcity of petrol or one thing. However at one level they mentioned the aircraft was prepared for boarding.
“How can a aircraft be prepared for boarding after which rapidly don’t have any gas? It simply does not add up.
“There have been about 300/400 passengers on the flight.
“You possibly can’t give somebody no cash for the actual fact they’ve missed two days of a vacation they paid about £2,000 for.”
The vacation was Ms Starke’s first time away with out her household – and she or he mentioned she was “gutted” by the mix-up.
She added: “It was our first vacation away collectively. It was my first vacation with out dad and mom and his first time overseas.
“I really cried I used to be so gutted. You simply do not suppose it may occur to you. You see it all around the information however you suppose ‘no, not an opportunity’.
“The communication all through the entire thing was completely atrocious, it was so unhealthy, and we have been simply left in the dead of night.”
TUI mentioned the delay was on account of a scarcity of gas because of worldwide provide chain points.
And airline officers mentioned this meant prospects weren’t entitled to compensation as a result of the mishap constituted as “a rare circumstance”.
Nonetheless, the airline mentioned Ms Starke will obtain a refund for the missed days of her vacation.
A spokesperson for TUI mentioned: “We absolutely perceive the frustration felt by Ms Starke and wish to apologise for the miscommunication concerning her compensation declare.
“Sadly, the plane was delayed on account of a scarcity of gas at Birmingham Airport because of worldwide provide chain points.
“Underneath the EU Regulation 261/2004, this constitutes a rare circumstance so sadly prospects usually are not entitled to compensation.
“Prospects have been up to date all through, and in a single day lodging and transport was offered for many who couldn’t return dwelling.
“We’re sorry to Ms Starke for the confusion and may affirm that she’s going to obtain a refund for the missed days of her vacation.”