November 2nd 2024.
Passengers aboard TUI flights were taken aback when they learned the reason behind their travel disruption. It appears that cockroaches were discovered on one of the planes, causing significant delays for two separate flights. On September 15, holidaymakers traveling between Tenerife and Gatwick were faced with an unexpected 8-hour delay due to this pest problem.
Initially, passengers were informed that the delay was due to "catering issues," but it later became clear that the presence of cockroaches was the true cause. This news left the enraged passengers in an unfortunate situation, as TUI refused to compensate them for the disruption, citing "extraordinary circumstances." This decision has prompted some passengers to take legal action against the travel firm.
One such passenger is Michelle Coates, a 57-year-old foster parent who was stuck in Tenerife while the plane was fumigated and a replacement aircraft was found. Michelle expressed her shock and concern over the incident, stating, "I was gobsmacked. How did the cockroaches get on there? That is a worry for their hygiene." She also shared her disappointment with TUI's attempt to shift the blame onto their customers, stating, "It is just disgusting to try and fob it off on the customers. TUI say it is not their fault. Well, it is their fault. If I invite someone round to dinner at my house and there’s a cockroach that’s my fault." Michelle and her husband David had to spend an additional night in Tenerife and incur extra expenses for their foster children to be looked after.
The Coates' were not the only ones affected by the cockroach problem. Donna Maria, 43, and her 18-year-old daughter Sascha were also stranded at Gatwick airport after their flight was delayed. They had been celebrating Sascha's birthday in Tenerife and were eager to return home, but the delay caused them to miss their last train to Bexhill, East Sussex. Donna expressed her disappointment with TUI's lack of support, stating, "To leave two young ladies stranded like that at an airport with no transport home. It was out of order." She also shared her concerns about the cleanliness of the planes, stating, "Cockroaches do not develop out of thin air, they take a while to develop. For me, they are not cleaning their areas, or there is a bigger problem and they are just using that as a lame excuse." Donna eventually had to pay for an expensive taxi ride home after already spending thousands on the holiday.
Both Michelle and Donna attempted to claim compensation from TUI but were met with rejection, with the company citing "extraordinary circumstances." This decision has left them both angry and disappointed. TUI's refusal to take responsibility for the disruption has led to many angry passengers vowing never to fly with the company again.
In response to the passengers' claims for compensation, TUI has stated that they adhere to strict health and safety guidelines and had no choice but to delay the flights for urgent decontamination. The company also cited the "extraordinary circumstances" exemption as a reason for not providing compensation. However, this has not stopped passengers from seeking legal action against the travel firm.
The whole ordeal has left Donna Maria so frustrated that she has vowed never to fly with TUI again. She has also joined forces with other affected passengers to take legal action against the company. Despite TUI's apology and offer of funds for snacks during the delay, the affected passengers are still seeking proper compensation for the inconvenience caused. It seems that this incident has caused significant damage to TUI's reputation and has left many customers questioning their loyalty to the company.
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