Urgent help Cancun Mexico with TUI Beryl Hurricane

[Gilmoregirly]

We need urgent advice please. We are flying to Cancun in Mexico this Thursday landing at 2 p.m. local time. It is an all inclusive package holiday from TUI. I called TUI to cancel or switch to a different location today. They refused and said that they are monitoring the situation and that if it is a concern that they will contact us tomorrow or Wednesday. Since this is a natural disaster I am not sure why they are not allowing us to cancel. Could you please help by providing any ideas what we can do?

Apologies for misinformation. Beryl has only just made landfall in Tulum 40 miles south of where I so some distance from Cancun. Looking out of window a couple of trees down outside so far. Lots of rain. Maintenance in our Hotel had to come in to deal with a gap in one of our windows and said it’s later arriving than expected as it was hovering over the coast for longer than expected . Cat 2 at landfall , we , so far still have power but internet has been intermittent. I’m not sure how long after landfall the worst affect will be felt. I’ve made a cup of coffee while I can and am watching out if the window . Our hotel is down town , a few blocks from the beach.

I think Cancun will be fine for arrivals in 10 hours. I’m really surprised that there is not more wind than there is in Playa, the main issue seems to be rain at the moment.

The economy relies on tourism. Cancun hasn’t had a direct hit. 40 miles away from the direct hit there is still power. There will be a clear up needed but I think that the tourist industry will want to get back on to it as soon as possible.

I hope Tulum hasn’t been too badly damaged.

Gatwick flight has gone as well, about three hours delayed.

Yep agree with all of that.

As far as flights and today goes an improving forecast, as in improving from fairly dire to not a nice day..

This is a C&P from an aviation site of a plain language version of the forecast for Cancun, times are Cancun local-

1. From friday 15:00
2. Wind: The wind is from direction 130° with a speed of 15 kt. Wind gusts expected of 25 kt.
3. Visibility: 3 mi
4. Weather: Rain
5. Clouds: broken clouds cumulonimbus at an altitude of 1,000 ft and overcast clouds at an altitude of 8,000 ft.
7. Temporarily between friday 15:00 and 19:00
8. Visibility: 1 mi
9. Weather: Thunderstorms rain

Currently in Playa Del Carmen, weather is fine, hot, suns coming through with a very light breeze. People who didn’t fly yesterday are flying out today. The damage is being cleared but it’s pretty much situation normal again, here anyway

@Travelcrazy not sure if you are going to be on mumsnet for the next bit while you are on holiday, but I hope you landed safe here on our island. If you have ANY issue and you need anything at all please pm me. I am happy to deliver things forgotten or needed. Things cost a fortune on resort not so much in the non tourist stores

I’m there too, the clear up operation has been exemplary.

Have a great holiday OP.

Hello everyone from Mexico. We finally made it to a the hotel late evening. Thank you so much for all your help.

Glad you made it! I made mine too and having a lovely time!

Out of Interest have Tui contacted you about the 1 night refund they said they would contact about? I haven’t heard anything.

ah brilliant glad you made it, now you can exhale & enjoy a beautiful holiday in one of the most gorgeous places!! I'm not at all envious while I'm sitting here with the rain pissing down outside 😄

@TeeR np they didn’t yet

to be fair they still have people trapped unable to get home so I imagine that’s the priority at the moment

Aww, blue skies! It was an anxious start to your holiday but I hope you have a lovely time 💛

Good news @Gilmoregirly - that looks gorgeous and with beautiful blue skies - bet you're glad you didn't cancel ! Enjoy your break .

No they don’t. Everyone who was stuck in Mexico was flown home yesterday. I was one on of the flights. It was chaos at the airport but TUI have been very good.

I meant in the Caribbean in general, people still stuck in Jamaica due to damage in the airport

For info some local and US short haul operators (e.g. JetBlue) were going into/out of Kingston yesterday, and a very early AM local JetBlue flight has just departed Kingston for JFK.

I haven’t looked in great detail so not sure about the situation at the other main airport at Montego Bay and also not sure if any damage is stopping Long Haul aircraft getting in and out.

They were being flown home today. We made a stop in DR to change crew and the crew we left there were flying into Montego Bay this morning to crew the flight home.

Hi, I filled in the claim form as they said we was due back 1 nights money but they come back and said because it was out of their hands due to the weather, we are not eligible for a refund. Anyone else had any luck with getting money back? We were due to get here Thursday 4th @ 2pm Mexico time but didn’t arrive until Friday 5th @ 6pm.

I contacted TUI and they said it’ll be up to 28 days before they contact us to get a refund of 1 day due to the number of people involved.

We wouldn’t be able to claim for the delay using the delay compensation process as TUI are right in saying that it was beyond their control. They have however offered us, in writing, a day worth of the holiday back.

I am going to give them the 28 days then I’ll contact them again.

Okay thank you, they did email saying we will get it then email saying I can’t get a refund now. Didn’t make sense. But I will do the same, also there is no option to speak to a complaints team over the phone, apparently according to someone from tui everything done via emails and paperwork, frustrating

I did tell them they should have said in the email that it would take 28 days to hear from them as it would have saved a lot of people chasing them.

I’m not sure about this. There was a government mandated curfew at the time. I’m not sure TUI is liable for this as weather is an act of god. In all honesty you didn’t miss holiday unless you consider being restricted to your hotel room in hideous weather with concerns for your safety as something you’ve missed out on?