TUI Holidaymakers Sleep in Ibiza Airport due to a 24h Delayed Belfast Flight
Sleep at the Airport in ibiza. Vacationers from Northern Ireland are labelling TUI, the travel firm, a “disgrace” due to an unprecedented flight delay. A “technical glitch” is what TUI attributes to the delay, which caused crew members to exceed their legal working hours limit.
This predicament resulted in a significant postponement of the flight, operated by Sunwing, until Thursday morning. Regrettably, the rescheduled flight did not take off as expected, leaving passengers high and dry.
Passengers Speak Out
Agitated passengers took to various social media platforms to voice their frustrations, primarily about the lack of communication after the delay of the rescheduled flight.
One passenger pleaded with the company for a straightforward response. They wrote, “We’ve been stuck in Ibiza’s airport since yesterday due to our flight to Belfast getting cancelled. There’s been no communication from any TUI representative, and the €23 vouchers we’ve received are useless. The flight schedules keep changing. This service is awful.”
The company responded promptly, but without providing a satisfying solution. “We’re still waiting for updates about this flight,” TUI’s social media team replied. “We’ll send updates via email or text message. We apologize for any inconvenience caused.”
Another stranded passenger called the company a “disgrace” and accused it of preventing them from sending direct messages on Twitter. They said, “I’ve been waiting for information about flight TOM1331 to Belfast, which should have flown at 11 am yesterday, and then again at 9 am today. It’s now 10.36 am in Ibiza, but there’s no update from TUI and no staff available. What are you doing about this?”
TUI’s Response
In response, a TUI spokesperson conveyed their understanding of the frustration felt by their customers. They said, “We completely understand the frustration of our customers. We apologize for the inconvenience caused. Ensuring our customers and crew’s safety is our topmost priority.”
They went on to detail that the aircraft developed a technical issue which necessitated a new part. The new part had to be shipped from overseas, causing the crew to surpass their legal working hours.
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“The customers were updated throughout the delay, and we arranged accommodation for them until the new expected flight time at 9 am the next day,” the spokesperson added. “Regrettably, the new part was held up at customs, leading to an unexpected further delay. The aircraft has now departed, and the customers are on their way home.”
Lastly, they emphasized their understanding of the situation, apologizing once again for the inconvenience. They assured all customers that they are entitled to claim EU261 flight delay compensation.
Sleep at the Airport in Ibiza:
This incident underlines the importance of transparency and communication from travel companies to their customers, especially during delays. It’s evident that further improvements are necessary to ensure customer satisfaction in such challenging situations.
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