TUI Airways complaints: comments, page 4
406 comments
Natalie H
Verified | Sep 9, 2025
East Midlands-Rhodos
Economy
No reason given
Several things, they had to remove a passenger and then cabin crew member fell ill and we had to wait for a standby crew member
- East Midlands-Rhodos
- Economy
Jonathan G
Verified | Sep 8, 2025Larnaca-Manchester
Economy
Influence by other flights
The flight was cancelled an hour on the app then when we reached the airport they delayed an extra 2 hours- Larnaca-Manchester
- Economy
Helen G
Verified | Sep 8, 2025Sharm El Sheikh-Manchester NH
Economy
Successful claim
Problems at airport
Flight was cancelled and we were delayed 24 hours. I have an autistic grandson and this caused a lot of disruption for him. Also ny daughter was due to pick up a prescription for a very important medication, the clinic hours are Monday to Friday. This meant she was without her meds for 2 days- Sharm El Sheikh-Manchester NH
- Economy
- Successful claim
Theodorakis C
Verified | Sep 4, 2025Manchester-Larnaca
Economy
Problems at airport
There was a significant lack of communication, as we remained stationary on the plane for over an hour and a half after an already lengthy delay in the airport.- Manchester-Larnaca
- Economy
Sasha L
Verified | Sep 4, 2025Kos-Birmingham
Economy
Problems at airport
See claim number : 498298 We were meant to reach Birmingham and never did we ended up in Cardiff , our taxi wasnβt refunded and we lost all that money as well as buying food and drinks as we were sat around waiting for about 3/4 hours- Kos-Birmingham
- Economy
Albert M
Verified | Sep 4, 2025Larnaca-Manchester
Economy
Influence by other flights
Was sat waiting around cold most shops were closed, delayed over 3 hours. I am disabled and this really took it out of me then i was put on plane far from family members on my own- Larnaca-Manchester
- Economy
Simon G
Verified | Sep 2, 2025Palma de Mallorca-Birmingham
Economy
No reason given
The flight was delayed by 3 hours and 10 minutes as we didnβt arrive into Birmingham until 17:20. The airline were trying to rush around as they wanted to avoid compensating everyone but everyone raised the compensation issue as were all entitled. We were never offered any food vouchers either while in the airport and it was highly challenging with a 21 month old child for all this time- Palma de Mallorca-Birmingham
- Economy
Anonymous member
Verified | Sep 2, 2025Premium economy
TUI split our family and charged 800 dollars so kids could sit with parents
I travelled with my family of four on TUI flight TOM065 from Mexico to the UK on 29 August 2025 (Booking Ref: 24136982). This included two minors, aged 12 and 16 (the latter unwell at the time). Despite booking as one family group, we were allocated seats across different rows on a nine-hour overnight flight. Two days before departure, I tried to select seats online but was told the system only opened at T-24. When I logged in at T-24, it gave repeated errors and showed our seats were already pre-allocated. We never had the option to sit together β even if we paid. At the airport, we arrived early to resolve the issue, but staff were rude, dismissive, and unhelpful. One even claimed βAmerican law allows 12-year-olds to sit alone,β which is irrelevant and inappropriate. The supervisor refused any solutions except paying USD $200 per person to change seats. Under pressure, I paid USD $800 in total, just so each child could sit with a parent. This situation was unfair and avoidable. Families with minors should not be split across rows. To make matters worse, another family we met, who had not pre-selected seats, were seated together because they shared the same surname. Our family has different surnames β were we penalised for that? I am seeking: β’ Refund of USD $800 plus any charges; β’ Compensation for distress and ruined holiday experience; β’ An explanation of why minors were separated, why seat selection failed at T-24, and whether surname-based seat allocation disadvantaged us. This was my first time flying with TUI. Outbound was fine, but the return flight ruined the end of our holiday. Unless resolved, I will not fly TUI again.Overall
Poor staff Help on check in
Flight Crew Excellent
- Premium economy
Sandhya D
Verified | Aug 31, 2025Kos-Birmingham
Economy
Problems at airport
our flight was to reach Birmingham airport But we never landed at the airport , We were diverted to Cardiff and after being stranded on the runway in Cardiff in the flight for nearly 2 hrs we were then sent via Buses to Birmingham airport Our taxi that we had already paid for did not accept any reason and as it was prebooked they did not refund our money . we had to buy food but i don't have the receipts etc . we reached home at 11.30 pm that is nearly 7 hrs after the scheduled time. our dog had to suffer and had to be taken by another friend who had to come to our house to get all these things sorted- Kos-Birmingham
- Economy
Joseph D
Verified | Aug 28, 2025Palma de Mallorca-Birmingham
Economy
Technical problems
We were due to fly on a Tui Dreamliner at 23.05 from palma but was notified at check in that the plane had not arrived to Spain due to technical issues so the flight was cancelled and we were separated into 2 smaller planes which ours was delayed by 1 hour and 40 minutes!! We should of arrived back into Birmingham at half 12 but arrived at 3am- Palma de Mallorca-Birmingham
- Economy
Mabel W
Verified | Aug 26, 2025Dalaman-London
Economy
Successful claim
Technical problems
After the 1.5 hour delay at the airport and both getting randomly drug searched before being told we were going to board, we were then told that it was cancelled. The email we received did not make sense with regard to saying the flight was delayed and accommodation was being sorted - the email should have said 'cancelled' and we could have known earlier. I am an anxious flyer and take Propananol for my anxiety and this experience was extremely triggering and distressing. We had a ferry booked for Sunday morning to Ireland and had to spend Β£40 to change the ferry times due the flight cancellation- Dalaman-London
- Economy
- Successful claim
Jacqueline R
Verified | Aug 25, 2025Arrecife-Birmingham
Economy
Technical problems
Flight due to take off 21.10pm, on plane till 23.00 then told engine problems. Staff had to find everyone hotel for night which we got in at 03.30am. Picked up at 11.00am taken to airport. Flight take off 14.00pm. Home 22.00pm on 18th.- Arrecife-Birmingham
- Economy
Stuart A
Verified | Aug 24, 2025Birmingham-Zakynthos
Economy
Successful claim
Technical problems
We were informed the flight was delayed by the message boards in the airport shortly before the gate was supposed to open- the flight was delayed by 3 hrs which meant we subsequently arrived at our destination some 3 hrs later than originally planned- Birmingham-Zakynthos
- Economy
- Successful claim
Adam T
Verified | Aug 23, 2025Alicante-Glasgow
Economy
Technical problems
I received a text prior to arriving at Alicante airport to advise that the flight was delayed from 11:40 take-off to 12:20. When we arrived at the airport and after passing through security on the way to the departure gate - it was 13:15 by the time we boarded. After boarding we were advised by the pilot that the delay was caused by a combination of : refuelling issue not enough fuel in the aircraft, staffing issue with one member of air crew needing sufficient rest time and the aircraft not being able to leave until the rest time was achieved , weather radar technical issue showing storms when there was none on the flight from Glasgow to Alicante to pick us up to return home. Whilst waiting to take-off the pilot then informed us that he had to apply with Spanish air traffic control for a slot. This was a further 90 minute delay with all passengers waiting on the aircraft on the runway - which meant the plane did not take-off from Spain until 14:45. The flight did not arrive in Scotland until 17:30 UK time and the whole day was spent travelling. There were families with young children and babies on-board and TUI did not offer bottles of water or anything during the wait time. Myself and my girlfriend missed two connecting buses to get us home once we reached Glasgow Airport. We both had to change shifts at work for the following day as we didnβt expect to be home so late. Thank you- Alicante-Glasgow
- Economy
Kim A
Verified | Aug 21, 2025Premium economy
discrimination of disabled passenger
once special assistance was requested 19th august 2025 and full remainder of payment made , the same day they cancelled premium seats and special assistance. Making flight impossible with adult disabled daughter who has PMLD ,and needs 24hr personal care ,who roocks consistently and needs wheelchair assistance to get on plane .Overall
- no communication/cancellation of special assistance and premium seats
- Premium economy
- Loss: β¬1200
- Desired solution
Dawn P
Verified | Aug 18, 2025London-Boa Vista
Economy
Successful claim
Technical problems
We were advised that there was a technical issue with the incoming aircraft. There wasnβt a spare plane at Gatwick and so we had to wait for a plane from Birmingham. Tui provided a Β£10 pp voucher for use at certain outlets in the airport. We left Gatwick around 13:10 so over 4 hours later than scheduled. We arrived in Boa Vista around 4 hours later than scheduled.- London-Boa Vista
- Economy
- Successful claim
Agnieszka Ewa A
Verified | Aug 15, 2025Birmingham-Tenerife
Economy
Problems at airport
They don't offer me voucher and nothing at all. Fly was cancelled from 6 Aygust 17.55pm and move to next day 7 august 14.30pm. I lost one day holiday on Tenerife- Birmingham-Tenerife
- Economy
Suzanne C
Verified | Aug 13, 2025Economy
Unable to use my Barclays card on air craft
I purchased a number of things on the air craft but was told I couldn't use my card because tui was having problems with Barclays the air stewardess said the month before a passenger that worked for Barclays also was declined and said he worked for Barclays and would report the matter when he returned.I was most embarrassed as I had a few young ones Sat across from me and that thought it would be funny to take the micky out of me please can this be sorted out I go again soon with your company as I do all my holidays and don't wish to go though this again.- Economy
Agnieszka Ewa A
Verified | Aug 12, 2025Birmingham-Tenerife
Economy
Problems at airport
Fly TOM7336 to Tenerife South was canceled from 6 August 17.55pm and moved on next day 7 of August 1pm but they also have deley and we departue at 2.30pm. I lost one day from my holiday because of that. Orginally i booked 7 days all inclusive but i had 6 days. It very sad for me and i not feel good. I lost one trip what i book advanced on tenerife as well. We missed saw friends too, they been in the same hotel and we had all plans together. Very dysapoited holiday.- Birmingham-Tenerife
- Economy
Brenda G
Verified | Aug 11, 2025Economy
Rome to Gatwick North
Brenda Garner, Frederick Garner. Cunard cruise V519D Outgoing flight to Trieste TOM 4122 was fine. Return flight from Rome to Gatwick TOM 4123 was due to take off at 12.50 local time and we were delayed by one hour and left at 13.50. We understand that flights are often late due to traffic and we accept that. We arrived at Gatwick North at 15.15 local time which should have been 14.15. However, the problem started in the Baggage Reclaim area. We all waited there for our luggage but nothing came until 16.30..an hour and a quarter later with no explanation at all!! We were very disappointed by this and had to pay our taxi driver an extra Β£20 due to the increased wait.- Economy
Anko P
Verified | Aug 11, 2025Birmingham-Palma de Mallorca
Economy
Problems at airport
We should of took of 6 25 but we took of at 12 and we lost one day of our holiday we arrived at the hotel at 5 in the morning- Birmingham-Palma de Mallorca
- Economy
Plamen K
Verified | Aug 11, 2025Birmingham-Palma de Mallorca
Economy
Problems at airport
We should of took of at 6 25 but the airport got close because of the accident we took of at 12 at night and when we arrived at Birmingham airport we were there at 4am- Birmingham-Palma de Mallorca
- Economy
Harry M
Verified | Aug 8, 2025Manchester-Rhodos
Economy
Successful claim
No reason given
As we boarded the plane and was sat in our seats waiting to fly, we was then delayed for 3 hours whilst on the runway left waiting, we was then told the flight was cancelled untill the following day with no still updates on what is happening this has caused me to have no travel back home and the hotel I had booked in Rhodes to cancel my booking making me lose out on my money because βI have not shown upβ this has really messed up my holiday as I could of then booked another flight if we was made aware beforehand that the flight could not go on- Manchester-Rhodos
- Economy
- Successful claim
Grace M
Verified | Aug 7, 2025London-Antalya
Economy
No reason given
We were not informed of any information other than to wait for gate information. Travelling with children so this was very stressful. I had to rely on news reports on my phone for potential reasons for the delay such as air traffic control issues.- London-Antalya
- Economy
Charlotte P
Verified | Aug 3, 2025London-Palma de Mallorca
Economy
No reason given
The website and app for TUI states they will keep customers updated when flights are delayed, I did not receive any texts or notifications apart from one at 1926 as we were boarding the flight to say itβs been delayed. Communication was extremely poor, staff at the airport reported it was due to a cancelled flight the night before from Tenerife so they knew it was going to be delayed from the day before. We landed around 2200 local time in palma was extremely late and we had not eaten since 1300 UK time as the time on the departure board kept changing and we didnβt want to get more food if the gate was to be announced.- London-Palma de Mallorca
- Economy
Colin W
Verified | Jul 31, 2025Hurghada-London
Economy
Influence by other flights
A long time to wait, once we got through all the checks and actually eventually got on the plane to taking off we had been at the airport for over 5hours and probably took off not short of the time we should have been landing, no joke when you still have a three and a half hour drive back home.- Hurghada-London
- Economy
Hannah N
Verified | Jul 29, 2025Manchester-Corfu
Economy
Problems at airport
Granted when we got our flight it was the day after the Manchester airport terminal 2 power cut, therefore extra flights were fit into the day and all of the flights had announcements over the telecom and updates on the screen. However our flight just disappeared, we heard no announcements and saw no updates at all, we spoke to a member of staff and he said our flight had left already. We were on the phone to TUI and they were telling us the same, we were so panicked but then we bumped into other passengers who were experiencing the same thing. We knew not all of us could have missed the flight, we were all sent on a goose chase around the airport to different reps and everyone was clueless. It was until 9pm, baring in mind we were supposed to fly at 1:30pm, that a plane was available. But we did not fly until almost midnight. By the time we got to Greece- corfu, we had completely missed the first night of which we payed for, yet still had to pay the β¬10 per night tax for every night. No matter what we said we couldnβt get that money back. I did not contact the airline, the lead passenger on my booking did that.- Manchester-Corfu
- Economy
Jessica C
Verified | Jul 29, 2025Manchester-Corfu
Economy
Problems at airport
We arrived at roughly 9-10am, We were unaware of the flight delay until 11am in which time we were already at the airport, back checked in. The flight disappeared from the board and we didnβt get an email until an hour later. We were delayed for 8 hours and spent a total of 14 hours at Manchester airport. We didnβt even get on the plane until midnight so delayed for another hour making it 15 hours in Manchester airport. We didnβt get food vouchers until 9pm in which we had to rush to get food and then get to the gate. We missed an entire day of the holiday and had little to no communication from staff at the airport. TUI reps were nowhere to be seen and we had to get all our information off of another airline desk. This meant we had to spend money on lunch and dinner at the airport which was very expensive, now a year later we donβt have receipts but potentially bank statements to prove the money we spent.- Manchester-Corfu
- Economy
Alan James C
Verified | Jul 28, 2025Tenerife-Manchester
Economy
Influence by other flights
Flight was cancelled and rearranged for 24 hr later, the replacement flight was then delayed by almost four hours. No vouchers for food at the airport.- Tenerife-Manchester
- Economy
Brodie Charles C
Verified | Jul 28, 2025Tenerife-Manchester
Economy
Influence by other flights
Arrived over 27 hours later than what was planned. They told us there was a technical fault and had us put up in a hotel for another night We lost money in terms of car parking at the airport at the other side.- Tenerife-Manchester
- Economy
Lucas B
Verified | Jul 27, 2025Larnaca-Birmingham
Economy
Problems at airport
Was sat in the plane for 4 hours before they decided to not let us fly to be just left in the airport to find a tui rep, eventually one turns up and not having any confirmation on when the flight was going to be happening I had 2 young children 1 that has a dairy allergy and was no where for me to get food for them to eventually getting out in a hotel hours later that also had no food my child could eat, my daughter went nearly 24 hours until we was able to find something for her to eat and not getting on the flight 20 hours after it was supposed to- Larnaca-Birmingham
- Economy
Shaun R
Verified | Jul 24, 2025London-Rhodos
Economy
Technical problems
I was told no additional costs would be met. That is the fair from Heathrow to aldershot after midnight and 1 cost of a meal- London-Rhodos
- Economy
Victoria B
Verified | Jul 20, 2025Boa Vista-London
Economy
Technical problems
we got on the plane in cabo verde, but due to wind and heavy fueling we were unable to take off so we had to burn fuel, when we did finally take off we had burnt too much fuel, so we then had to land in las palmas to refuel in order to get back to gatwick. several hours later than expected- Boa Vista-London
- Economy
James E
Verified | Jul 15, 2025London-Salzburg
Economy
Technical problems
allocated aircraft technical prob on previous flight and stuck in Verona. Replacement from Birmingham but our pushback finally 1927 (3 hrs 7 mins late)- London-Salzburg
- Economy
Mark E
Verified | Jul 15, 2025London-Salzburg
Economy
Technical problems
allocated aircraft had a technical problem on a previous flight and was stuck in Verona. Replacement aircraft was flown in from Birmingham for us but our flight was delayed with push back occurring at 1927 (3hours 07 minutes late- London-Salzburg
- Economy
Lilly O
Verified | Jul 14, 2025Gran Canaria-Cardiff
Economy
No reason given
Gran Canaria. Our flight was expected to be at 19:15pm on Saturday 12th July. He received an email from Tui at around 10am on Saturday the 12th saying that it was delayed until around 22:15 which was fine. We got to the airport at around 5pm, checked in, and went through security fine. The flight was then delayed until 11:40pm and by this point it was around 9pm and all the shops were closing so we had little access to any food or drinks. We were then taken to the gate at around 11:30ish so it was inevitable that it would be delayed even more. It then got delayed to 00:40 and by this time we were sat in the gate with no sight of tui reps or staff to help. At 00:10, we received an email claiming it was cancelled due to a cabin crew issue, when earlier in the day it was aircraft fault, even still no one hardly had any idea what was going on. We were then taken back through passport control, to collect our bags which took close to an hour. We then had to wait over an hour for staff to come and even sort the situation out. The airport staff were only helping people with paper boarding passes, myself and my partner had downloaded them on our phones so we were served very last, to then have to join a queue for another hour to get onto a bus to take us to a hotel, which we arrived at 3am. We had been in the airport from 5pm-2:30am. On the morning of the rescheduled flight - Sunday 13th July, the bus was scheduled to pick us up at 12:35pm. A bus arrived at 1pm, however he claimed it was too full and that another bus was on its way and would be 10 minutes. There was a group of 12 of us, sat on the side of the road waiting for a bus for an hour, worried that the fact our flight was at 3pm, and we were sat here past 1:30pm. We arrived at the airport at 2pm, with 20 minutes to get to boarding. The way that tui handled this was poor, with hardly any communication about flights or the transfer. We wasted nearly 24 hours travelling to the airport, hotel, back to the airport, itβs appalling. I have also got video evidence of how poor this situation was.- Gran Canaria-Cardiff
- Economy
Rafal B
Verified | Jul 12, 2025Cancun-London
Economy
Problems at airport
I got home 30 hours later, I lost two days of work, I'm sick now because I got really cold while waiting for the next flight, everything hurts from waiting there, I lost extra money, I lost my airline tickets back home- Cancun-London
- Economy
Michael G
Verified | Jul 11, 2025Cancun-London
Economy
Technical problems
Flight was diverted to Bangor military airport, due to the fact that there was a fight with a married couple at the back of plane . Was at Bangor air port 9pm there time on the 8th July and didnβt get back to London Gatewick until 10th July at 1.30am . We was not informed until 9th July that TUI was sending out another crew to Bangor to bring us all back home thanks to Bangor airline they gave us hot and cold drinks also pizzas,and egg cheese and bacon rolls . TUI sent emails to apologise that they couldnβt give us a TUI rep . We was all left in a holding room not allowed out as we all didnβt have ESTA for 19 hours it was a nightmare the whole planes passengers had to stay in that holding room .apart from the captain and his crew that didnβt stay with us they went elsewhere. And when we finally got back on the plane we didnβt get the full experience of premium service as there was no food , we was offered a small fruit bowl and a croissant and drinks . So as a good will gesture would like to be offered a refund for are premium services we didnβt get in full .- Cancun-London
- Economy
Kaejah B
Verified | Jul 6, 2025Paphos-London
Economy
No reason given
Spoke to the tui people at the desk and outside they said they knew about the delay and tried to help get us on the flight and told me to book a new one as tui wasnβt answering the 24hr phone- Paphos-London
- Economy
Ethan M
Verified | Jul 4, 2025Ibiza-Manchester
Economy
Problems at airport
Flight already delayed due to air strike. Passenger then checked in but did not turn up to flight so had to get her bags off then missed our flight time. Then a bus hit the wing so had to wait for two engineers. Flight further delayed due to air strike.- Ibiza-Manchester
- Economy
Ruby S
Verified | Jun 29, 2025Bourgas-London
Economy
Problems at airport
Our flight was diverted without warning from gatwick to stansted as well as 2 hours delayed before leaving, then when at stansted we were stuck on the plane for a further 90 minutes. Where we were meant to land at 2am at gatwick, we arrived at baggage claim at stansted at 6am.- Bourgas-London
- Economy
Graham M
Verified | Jun 24, 2025Economy
Gatwick parking details wrong on paper work no info on app
Details of parking failed on paperwork and app ended up in wrong parking place Gatwick staff unable to sort ended up with Β£245 parking bill have got Β£150 in vouchers store won't pay the remaining Β£95 saying i should have checked even though staff at Gatwick couldn't find it on my phone. Store never investigated properly just took the wrong stance about customer satisfaction if they are desperate to save Β£95 then keep it and I'll take my business elsewhere- Economy
- Desired solution
Refund
Jamie A
Verified | Jun 21, 2025Montego Bay-Manchester
Economy
No reason given
I was stuck in the airport in Jamaica from 10am until 10pm, then to be told that we had to get on a flight to punta Cana, then get a flight back to Manchester the next day. I was provided with a hotel then when I was checking in at punta Cana to return to the uk I was told that all my duty free items wasnβt allowed through security. I had to leave all the items I purchased at the Jamaican airport, even though the staff in Montego Bay airport said I wouldnβt have any problems. As a solo traveler, that suffers with depression and anxiety this whole incident was very triggering, I struggle with change, it was all very upsetting and stressful.- Montego Bay-Manchester
- Economy
Philippa T
Verified | Jun 21, 2025Birmingham-Palma de Mallorca
Economy
Successful claim
No reason given
My flight was meant to take off at 6 am. We had boarded the plane and watched the safety video and were about to take off, when the pilots stopped due to technical difficulties. We were then taken off the plane with little information and were eventually told a new flight time on 10.20. This also delayed due to fueling and catering. In the end we ended up taking off past 11am, which was 5 hours past our original flight time. This was a massive inconvenience as it meant I missed the first day of my holiday, I purposely booked an early flight to make the most of the first day.- Birmingham-Palma de Mallorca
- Economy
- Successful claim
Mai F
Verified | Jun 17, 2025Birmingham-Palma de Mallorca
Economy
Successful claim
No reason given
our flight was supposed to take off at 6:00am - at around 6:45 we were told we were leaving the runway to fix a technical error - after another half an hour we were told to leave the plane and wait at a gate whilst it was being fixed. Then they said we would take off at 10:20, but we didnβt even take off until 11:50. This was extremely inconvenient as we had lost a day of our holiday, which we had payed a lot of money for. Also was very annoying when they said we would then take off at 10:20 (over four hours later) to then not even take off until almost midday.- Birmingham-Palma de Mallorca
- Economy
- Successful claim
Andrew S
Verified | Jun 13, 2025Palma de Mallorca-Cardiff
Economy
Problems at airport
Flight pushed back 30 minutes late, taxied to runway when the flight before ours leaked oil which caused closure of the runway. The plane then taxied to the other runway which took about 30 minutes just as the plane was about to take off it proceeded down the runway and back the stand as it used to much fuel we were then stuck on the plane for a further 2.5 hours with only warm water. TUI claim it was out of their control, but it is their decision to leave fuelling the plane with little margin for error which caused further delay. Had they put more fuel in the first place the delay would have only been 1 hour- Palma de Mallorca-Cardiff
- Economy
Laura M
Verified | Jun 11, 2025Belfast-Reus
Economy
No reason given
Our original flight had a technical issue and they changed our aircraft but didnβt tell us until 12.45 am and the flight was due to leave at 6am and didnβt take off until 9.30 or so am We arrived in our designation at 1.10pm We would had to leave our home at 2am at the original flight time having us and our young kids lose a nights sleep when we could have let them sleep longer has been given better notice and also we then had to spend 6.30 hours in the airport- Belfast-Reus
- Economy
Ellis A
Verified | Jun 9, 2025Manchester-Paphos
Economy
No reason given
We were delayed 6 hours and not told why? The plane that finally came was in bad condition and very uncomfortable. It was a long flight, everyone on board was unhappy and uncomfortable.- Manchester-Paphos
- Economy
Alfie H
Verified | Jun 6, 2025Tenerife-London
Economy
Successful claim
No reason given
We checked out of our hotel and was stuck in traffic and got over priced on a cab to the airport to be early for the flight we then was in the airport over 5 hours due to our flight being delayed and was not being told what exactly was going on the flight kept getting delayed longer , also the TUI app had problems and was not sending us updates we had transport waiting for us for arrival at 1am which I have now had to pay for we landed at around 4:40 am which is hours after we were meant to also had to end up buying more drinks and food than we thought because we felt sick because of the stress of all of this I really hope this doesnβt happen again with this airline- Tenerife-London
- Economy
- Successful claim
Magdalena S
Verified | Jun 3, 2025London-Antalya
Economy
Successful claim
Problems at airport
At 1950 we had gate information so we went to the gate waiting for our flight. 40 minutes before the flight we were told that due to pilot sickness the flight is cancelled and we will be now transfered for overnight stay there was no more information what's gonna happen after. At midnight we got to hotel and we were told tgat flight will be now next day at 1315p.m but there is no other information how we going to get back to airport if we can have some free meal. Kids were really upset at they were waiting for plane and wanted to fly out. All this caused lots of stress and tiredness.- London-Antalya
- Economy
- Successful claim
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