Just to follow on from this and if to see if anyone has any advice please?…
I put a claim in for the delay on the TUI website and got this email back:
Firstly, we would like to apologise for the delay to your flight and the disappointment it has caused. We completely understand how frustrating this can be and we appreciate your patience.
If you are covered by your holiday insurance and would like to pursue a claim, the following information will help you.
Scheduled Time of Departure
16:55 GMT 20th June 2024
Actual Time of Departure
10:42 GMT 21st June 2024
Reason for Delay
Due to a technical issue with your operating aircraft your flight was delayed. A replacement aircraft was sourced, and your flight operated at the earliest opportunity the following day.
Total Length of Delay
17 Hours 47 Minutes
You will have noticed the times given above are in Greenwich Mean Time. Don’t worry if these don’t match the local times - we display times like this for insurance purposes.
Once again, we are really very sorry for the impact that this delay has had on your holiday and thank you for your understanding.
Kind regards,
TUI Customer Operations Team
Does this mean I have to go through insurance and they are washing their hands of me?
I wouldn’t have a clue about starting an insurance claim because I’ve never had to, I think the excess for a claim is £150 too so depending on how much they refund it doesn’t seem worth it. I thought TUI would refund directly.
I also was wondering if they might do anything about the following:
The plane didn’t take off at 10.42 - it was 11.42 so that’s wrong to start with.
Hotel is nothing like described or pictured - our room is tiny, dingy and the bed feels like it’s made of rocks and covered with a sheet and dirty, scratchy mustard covered nylon blanket.
I asked reception why it looked different then pictured and if we could move and they said we ARE in an upgraded room and there were no more refurbished rooms left. Obviously they are putting pictures of refurbished rooms to advertise when the majority haven’t been touched for 30 years, if this is upgraded the other rooms must be like prison cells.
Food is cold and tiny selection, cocktails were advertised in the bar but you don’t even get branded spirits! The all inclusive is the most limited I’ve ever seen.
Resort described as “lively and buzzy” the majority of people are in their 50’s and 60’s apart from a few families with young kids and aall the entertainment seems aimed at children.
Its cold, cloudy and windy. I know this isn’t TUI’s fault but it said the temperature would be high 20s on the website but it’s showing maximum today as 19c and I’ve spent a fortune on summer clothes and the temperature is showing warmer in the UK.
Pool was advertised as heated, it’s freezing, It’s also completely different from the pictures on the website and a lot smaller then expected.
Advertised as a “beachside resort” - didn’t mention you can’t use that beach as the waves are too high and no sand just rock.
The walls are paper thin and we were so desperate for sleep after being awake 24 hours we went to bed early last night only a couple of hours after arrival, kept awake all night by a baby crying that was so loud it was like it was in the same room. The air conditioning was also noisy.
There is no TUI rep onsite and I’m just so disappointed I feel like sobbing. We were planning this holiday for months and I was counting down for it. I normally arrange my holiday myself but I saw this holiday was on sale so I assumed if it was usually the previous advertised price and going by the pictures and description of the website it seemed amazing - Tripadvisor score is 4/5 but that’s dropped a half star since booking.
Can I ask what anyone’s advice is please for contacting TUI? We saved for a year to pay for this. Will they deal with the other issues? Does my insurance company deal with the flight delay or TUI?
Last year we went to Turkey and it was a similar price booked through “Love Holidays” and the exact opposite and perfect every way.