Disgraceful treatment from TUI,

London3344

Hi.
Yesterday out of the blue TUI have moved our flights from TUI Airways to GetJet airways. Times and Flight numbers apparently the same. No apology for inconvenience made.
Today when my dad went into the travel agents they were incredibly rude - saying it's not us but the Boeing grounding to blame and also refusing to confirm if the seat's together that were paid for months ago can be honoured by the move - if not a refund on that part will be offered. No apology for any inconvenience that aspect could cause or any reassuring words of comfort.

Anyone surprised travel agents are struggling when they staff are as rude as hell and basically mock people's concerns?.


Also there took the final deposit last week and then drop this bombshell - not sure if that is a coincidence.

lea2012

What inconvenience is there if you are flying at the same times? The airline is still getting you there the same so shouldn't cause you any issues.

If the seats aren't allocated together then that could cause you an inconvenience if travelling with children but that's something to worry about when you check in and find that out.

Caz3121

was your original fight to be on the 737 MAX (which are all grounded)?
TUI is a major user of 737 MAX aircraft so have to lease other aircraft from wherever they can (as they have all these planes sitting on the ground unable to operate)
You will find the t&cs (of every airline/travel company) will cover the possibility of aircraft change.
Are you able to get into the booking online and view the seat map?

London3344

The seat map is still the same but the travel agents have said it could get changed at any time.

If seats together are cancelled it may well end up being first come first serve and coming home that is the whim of the coach transfer as to when you get to the airport. That aspect has been paid for - if it is cancelled it should be compensation alongside a refund because the quality of the flight could be made unbearable ( I have autism and it would make the flight unbearable).


It is also the attiuide of the staff which sounded like it was - hey not our fault we not to blame and we not reassuring you because we haven't learned that manners builds respect.

London3344

The fact that new flight is run by a cheaper airline when TUI flights are dearer than Norweigan airlines running a very similar flight.

BoGoF

After reading the thread title and what has actually happened I feel this needs an over-reaction alert.

Compensation? Reassuring words of comfort?

Dear oh dear

Caz3121

London3344 wrote: »

The fact that new flight is run by a cheaper airline .

how have you come to that conclusion? GetJet don't sell flights they charter aircraft to companies who in turn sell flights, some may be cheap charters and others high end charters.
there is nothing to indicate they are "cheap"
this Boeing mess is costing TUI a packet, I guess their alternative would have been to cancel all the affected holidays
https://www.tuigroup.com/en-en/media/press-releases/2019/2019-03-29-after-737-max
https://www.theguardian.com/business/2019/mar/29/tui-says-boeing-737-max-grounding-could-cost-firm-up-to-300m-euros

Rainbowgirl84

Seats together on any flight can never be guaranteed...even when paid for.

London3344

The seat map is still the same but the travel agents have said it could get changed at any time.

If seats together are cancelled it may well end up being first come first serve and coming home that is the whim of the coach transfer as to when you get to the airport. That aspect has been paid for - if it is cancelled it should be compensation alongside a refund because the quality of the flight could be made unbearable ( I have autism and it would make the flight unbearable).

London3344

Then don't offer them. As the seat plans when selecting the seats always show not that many people seem to pay for them anyway.
Certainly not a plane full.

London3344

They planes are thirty year old and who knows what the legroom is like.