Tui refusing to let my wife on her flight, boarding cruise passengers instead

michael1234

Very sad that this forum has become full of people happy to poke holes in other peoples' stories of misfortune.
To the OP: I'm not in a position to offer you any advice but I do hope this gets resolved asap.

The_miser_2

Ongoing update:
 Tui claimed that the initial flight my wife was booked on did not exist, and refused to acknowledge an E261 claim was valid. ( I tried using both the form on their website and then the MSE forms).
It was impossible to contact the Tui claims department by normal means as all emails are bounced back and telephone calls were put in an endless loop that disconnected after 30 mins waiting.
 I gave up and contacted the CEOs office with the appropriate information.
The claims department then 'found' the initial flight and claimed it was just under 3 hours overdue on arrival, therefore nothing was payable, they also gave me an email address so I could communicate with them.
As I now had a means of contacting them directly I reminded them of the full details of the delay, they have admitted they were at fault for my wife's delay and paid out 600 euros as specified under this regulation.
So we have an admission of fault by Tui and the statutory compensation.
I have now written to the CEOs office politely thanking them for facilitating the claim and informed them of the situation at the airport and the distress caused to my wife. 
Let's see what kind of response we receive, an apology would be welcome, acknowledgement of poor service satisfactory, anything else a bonus.

43722

The_miser_2 said:

Ongoing update:
 Tui claimed that the initial flight my wife was booked on did not exist, and refused to acknowledge an E261 claim was valid. ( I tried using both the form on their website and then the MSE forms).
It was impossible to contact the Tui claims department by normal means as all emails are bounced back and telephone calls were put in an endless loop that disconnected after 30 mins waiting.
 I gave up and contacted the CEOs office with the appropriate information.
The claims department then 'found' the initial flight and claimed it was just under 3 hours overdue on arrival, therefore nothing was payable, they also gave me an email address so I could communicate with them.
As I now had a means of contacting them directly I reminded them of the full details of the delay, they have admitted they were at fault for my wife's delay and paid out 600 euros as specified under this regulation.
So we have an admission of fault by Tui and the statutory compensation.
I have now written to the CEOs office politely thanking them for facilitating the claim and informed them of the situation at the airport and the distress caused to my wife. 
Let's see what kind of response we receive, an apology would be welcome, acknowledgement of poor service satisfactory, anything else a bonus.

Well Done Sir. Thank you for the update. It did seem that a few people on here were not being particularly helpful.