Flights cancelled but TUI refuse to admit it!

Staceystar

Please help me!

We're supposed to be flying to Hurghada, Egypt on Tuesday 21st June for my husband's birthday, with our three children. 

I found out, quite accidentally, on Friday night that our flights to and from Hurghada from Bristol Airport have been cancelled.

I booked the package holiday through TUI almost 18 months ago. I have not been informed of this cancellation by TUI or directly from Easyjet. 

I spent the weekend trying to get through to TUI. I emailed customer services on Friday night and rang countless times Saturday and Sunday. I didn't get to speak to anyone as the line disconnects.

Since 9am, I have been ringing TUI constantly. I eventually got through to a human being around 11am. They told me the flights have not been cancelled and I was hung up on. I have tried ringing back to no avail. It is well known that all flights to Hurghada, Egypt from Bristol have been cancelled for the foreseeable future. I have proof the flights have been cancelled.

What do I do? If TUI won't acknowledge that the Easyjet flights have been cancelled. How are we going to get a refund, let alone compensation for the travel insurance, Visas, parking etc we've paid for. My email was eventually answered, telling me to ring the line that disconnects once I've gone through all the options. Live Chat online cuts me off. Facebook Messenger response told me to call the same number. 

If our holiday is cancelled, it is of the utmost importance that we book something else. Unfortunately most staycation holidays start on Fridays, Saturdays or Mondays. This leaves us less than a week to book am alternative.

I'm pulling my hair out and have spent the day in frustrated tears. I really don't know what to do. 

Thank you. 

born_again

Can you not get to a TUI shop?

Staceystar

Thank you. I read online that I'd be turned away from a shop as I booked online. The closest store is a bit of trek so didn't want to go, just to be told they can't help. 

TELLIT01

If you can find a direct number for the nearest shop it would be worth calling them, explaining the situation and asking if they can help.

I have just looked and Easyjet don't show any dates to Hurghada until August.  Little consolation, but for cancellation less than 14 days prior to travel date you should be entitled to compensation.  Whether that will include incidental costs such as visas is less clear.

Westin

I suspect that the TUI system is not updated and perhaps why the person you spoke to could not see an issue with your booking. 

Amendments are likely to be dealt with in departure date order. I know you are close to departure so would hope you hear from them very soon.  Not making excuses for TUI but they are likely very very busy at the moment dealing with very short notice cancellations on their own TUI flying programme.

Easyjet indeed do not seem to be showing a BRS/HRG flight that day.  They are not operating that route until August.

TUI have nothing that day from BRS but do on Friday's (24th June).

Try to keep a calm head. Much as I am sure you want to, don't be tempted to start a massive sound off rant to the TUI call centre person or the Live Chat operator.  You need to get things sorted and shouting at them won't help this get resolved.  A rant just might get the call cut off.

Clearly your original plans will need to change.  Whilst waiting to speak to TUI I would make plans for your next best alternative. That way you can present a suggested resolution to the TUI operations person. One you would like but you may need to adapt. Be reasonable. They can't magic a BRS flight that day.   Look to see if options that same date from Birmingham, Manchester or Gatwick (nothing I can see from Cardiff).  Perhaps an alternative destination that date. Or you may have accept a holiday date change (24th June).  If none of this suits then you can ask for a full refund.

Stay calm

TELLIT01

It is possible that TUI are now using a different airline.  If they are denying the flight is cancelled, that may be the case.  They may continue to use the same flight identifier.

Alan_Bowen

Easyjet has indeed cancelled all flying to Hurghada for the next 2 months, at least. They were having enormous problems with delays and the flight is simply too far to do there and back in one day if the flight leaves late. Bristol is of course one of their main departure points and has been something of a nightmare in recent weeks.

The formal public announcement was only made this morning or at least reported this morning so I suspect TUI's ops team are now looking at what options to offer customers, you may not be able to get a sensible answer before tomorrow. I am not sure you will find anywhere quite as hot, 37 degrees at the weekend, although Weston Super Mare may well be 30 by Friday this week.! If it is any small consolation, as the cancellation has been made less than 14 days before you were due to fly, you will be entitled to substantial compensation from Easyjet itself.