TUI - We Do Not Feel Safe

LoveSavingMoney_2

We recently booked a 10 day holiday to Greece through the TUI website, with all subsequent correspondence coming from First Choice. The flight out was with TUI directly, whereas the return was noted as "TUI operated by Norwegian".

We have just received notice that they are changing our plane to one operated by Titan Airways, Smartlynx or Albastar. Titan and Smartlynx both review appallingly, but then so do TUI and Norwegian. But Albastar are a whole different story...

There have been complaints from passengers of staff that don't speak the language (raising safety concerns), dirty aircrafts in a poor state of repairs, windows held in by tape, rusty aircraft, dangerous taxi-ing of the aircraft, excessively heavy landings, missing of runways altogether and even pictures of the engines having been taped up with electrical tape.

When I raised these concerns with them, so as to assess my options, TUI simply told me that I had no options as their T&Cs empower them to do so without penalty. They note that;
"(W)e sometimes do need to make changes. We reserve the right to do this at any time. Occasionally it may be necessary to change the aircraft type for your flight."

So what, if any, are my options? At the very least I'd like to complain, but I'm told it'll take 21 days for a response from pretravelcontactcentre@tui.co.uk, by which point I'll be in the air.

HELP! My wife already an anxious flyer and this has tipped her over the edge.

worried_jim

Windows held in by tape? Love to see that in action @ 38,000ft, I'd buy some!

LoveSavingMoney_2

Interior windows, so the reviews say.

heatherw_01

It won't be the windows held by tape, it most likely was the plastic window cover on the interior as the window you are next to is just a plastic window with the actual window behind.

The real window would not have been held on by tape as it would fail checks lol

LoveSavingMoney_2

Thanks, noted - that at least makes me feel a bit better, but what about the rest of the issues?

My real question is, do I genuinely have no options?

Westin

I think you are over dramatising the situation.

I doubt they said this “operated by Titan Airways, Smartlynx or Albastar.”
- what exactly was the wording on the correspondence?

If it wasn’t safe, TUI would not charter it and it would not be allowed to fly in EU airspace.

bobblebob

Yea id take some of those claims with a pince of salt.

LoveSavingMoney_2

Reviews are here: https://www.tripadvisor.co.uk/Airline_Review-d10823587-Reviews-Alba-Star

And quoting directly from the email they sent; "one or more of your flights will now be operated by either Titan Airways, Smartlynx or Albastar."

heatherw_01

You can't really complain if they state in their terms that they can change carriers.

From the t&c's:
"In order to prevent a flight cancellation, in exceptional circumstances, we may arrange for a flight to be operated on our behalf by an alternative carrier and/or aircraft."

They might not be as nice or comfy but they will be safe.

LoveSavingMoney_2

Nice and comfy is less of an issue. I guess I just don't like the principle of falling back on your T&C's to enable you to provide drastically inferior service to the customer for the same price. The mistake is theirs, but it is the customer being penalised with zero sufferance on their part.

But far, far more importantly, I just want me and my family to be, and feel, safe.

coffeehound

Well TUI have got 15 737MAX grounded so they are going to need to use lease aircraft, like many airlines do in normal peak season.

The layperson complaints should be treated with caution. Their aircraft are not made of steel so will not be rusty. Dangerous taxiing, see also Ryanair, Easyjet. Heavy landings, see also Ryanair. Temporary repairs using 'Speedtape' where required are also acceptable. The inner window repair, whilst aesthetically clumsy, is not a safety issue.

They are covered by European regulations and will be as safe to fly as any other budget airline. Relax and enjoy your holiday.