Advice Wanted - TUI Flight Issues

pumbaa

Hello,

I'm after some advice regarding a recent holiday to Fuerteventura with TUI.

We booked this holiday in December 2018, to travel during the October Half Term 2019. At the time of booking, the return flight from FUE to BRS was scheduled for departure at 2030.

During the build up to travel, we received several messages from TUI changing the return flight time. Initially it was pulled forward to 1530, then further messages pulling it forward to 1230 and then 0830. We visited the TUI store where the holiday was booked, and although the staff were helpful, they blamed the changes on the transition to winter flight schedules and weren't able to help any further. We did investigate changing to a different location, but we couldn't find anywhere suitable at shorter notice, so decided to suck it up and stick with our original booking.

On booking we were expecting to have pretty much a full day on Saturday in resort, but due to the changes we lost that day. Considering it was an all inclusive resort, and the need to leave for the airport before breakfast started service, we essentially missed out on both breakfast and lunch.

Fast forward to last week. On Wednesday of our holiday we received a message from TUI changing the flight time to 1215 (from 0830) - obviously we were pleased at the time as we could have breakfast before departing. Less than an hour later, we had a further message pulling the flight forward to 0715 - cue much consternation. We spoke to the TUI rep in resort, but obviously this is very much out of their control and they couldn't do much except offer a sympathetic ear to our irritable whinging.

I'm seeking advice from the wider MSE community as to whether there is anything I can do. When we spoke to TUI staff in store, they mentioned there was nothing they could do if the flight was pulled forward less than 12 hours. But now the reality is the flight was pulled forward over 13 hours from when we booked this holiday in December 2018. What are my rights, if any, in this situation?

I would just like to state I have no issue with TUI as a company, their in store staff have been fantastic and the reps in resort were superb. I'm just irritated by losing, in effect, half a day as to what I was expecting on booking.

Thanks in advance.

bradders1983

If its more than 12 hours you should be able to cancel the holiday at no cost but given you have already been on it......pass.

pumbaa

Yes, we were told that by TUI. But the original delay was 12 hours or less. It was only on the Wednesday of our holiday, while we were in resort and ergo hostages to fortune, that the flight was pulled forward even more. Therefore irritating us further.

bradders1983

Rather odd TUI were running flights from the Canaries at that time of day anyway, they wont have a base on the island so all the flights will have started from the UK at around 6am that morning with UK based staff.

leylandsunaddict

bradders1983 wrote: »

Rather odd TUI were running flights from the Canaries at that time of day anyway, they wont have a base on the island so all the flights will have started from the UK at around 6am that morning with UK based staff.

This Saturdays flight is scheduled to depart FUE at 08.30 as well. From 22nd June that flight was scheduled to depart FUE at 19.35. It's not had a departure time of 20.30 since last winter. Last date was 30th March.

Last Saturdays aircraft flew in from NCL on the Friday and night stopped. Then it flew FUE-BRS, BRS-FUE and repositioned FUE-TFS on the same day ready for an 08.00 flight to ABZ.

bradders1983

leylandsunaddict wrote: »

This Saturdays flight is scheduled to depart FUE at 08.30 as well. From 22nd June that flight was scheduled to depart FUE at 19.35. It's not had a departure time of 20.30 since last winter. Last date was 30th March.

Last Saturdays aircraft flew in from NCL on the Friday and night stopped. Then it flew FUE-BRS, BRS-FUE and repositioned FUE-TFS on the same day ready for an 08.00 flight to ABZ.

Very odd. :cool:

pumbaa

Well all very interesting, but I'm still none the wiser as to what rights, if any, I've got for a complaint to TUI for all the messing around. So grateful if somebody does know and can help, I'd really appreciate hearing from you.

pumbaa

Anybody? Please?

Jumblebumble

pumbaa wrote: »

Anybody? Please?

First step is to decide what outcome you want
Second step is to ignore Tui telling you there is nothing they can did before as this is a porkie
( They might not be willing !)
Third step is to ask TUI for the result in step 1 and take it from there

pumbaa

I basically want some form of compensation, of whatever means, for losing over 12 hours of our scheduled holiday. I can work that out as a monetary figure (approx £250) plus all the additional aggravation that went along with it. Sound reasonable?

Westin

I don’t think you will get £250.

At a guess and after a degree of back and forth with TUI I would hazard a guess you might get £25-£30 pp as an ex grata ‘gesture of goodwill’.