Booked with Tui they outsourced flights and the flight was cancelled

sophielewis2008

Booked a package holiday with Tui they outsourced the flights to Corendon airlines when i got to the airport at 2am with my kids and partner there were no staff there just someone on the general info desk who said the flight had been cancelled 2 weeks before (before we even went on holiday) Had to book an alternative flight with Jet 2 pay for another hotel for the night and pay for taxis and food. Tui said they wont pay any compensation and speak to Corendon. 
Corendon keep saying give them 8 weeks but i am £1000 out of pocket and i can even if they do pay out they said they will pay it to Tui who will then have to pay us which will probably be another 56 days. I believed i booked a package so why am i having to claim with Corendon who i haven't paid a penny to? Ay help would be appreciated. 

lisyloo

I agree tui are responsible to you.
send them a letter before action (take it in in person - get photo, or recorded delivery).
see google for templates
cite your rights,

State clearly what you want and if possible refer to your rights e.g. package travel regualtions
that should get some action.

they are fobbing you off.
if they have made arrangements with other companies that’s up to them to resolve.

onashoestring

Sounds like a nightmare . If it was a package holiday arranged by 
TUI they were responsible for getting you home and I would have expected them to have made the arrangements when the flight was cancelled .
Did you try to contact TUI (through the app /phone or text)  when you got to the airport and found out that the flight had been cancelled? What was TUIs advice ? 

Did TUI tell you to book the alternative flight home yourself and they would reimburse you ? 

When a flight is cancelled you are entitled to an alternative flight. 

However you may not be entitled to additional compensation from the airline if they gave more than 14 days notice of the cancelled the flight . If they informed TUI and TUI did not inform you it’s not the airlines fault . 

sophielewis2008

No it was 2 in the morning and i had 2 young children couldnt get through to Tui they just kept saying call customer services who then said speak to the Telford shop as this is where it was booked which it wasnt ive never been to Telford. So ha to book a flight or sit in airport till next day but my children are young and other people on our flight had started to book their own so booked as flights were selling out. 

bagand96

Was this actually a TUI package holiday? Or was it a dynamic package booked in a TUI store where they booked Corendon flights and matched to a hotel?

Did you receive an ATOL certificate, and if so who is the package provider named? I wonder if it was a package created by the store then that's why the TUI customer service line can't help you?

Compensation may not be payable from the airline because Corendon are not an EU/UK airline and the UK regulations are only enforceable for flights departing from the UK (unless there's an equivalent Turkish consumer protection law, I don't know)

k3lvc

sophielewis2008 said:

No it was 2 in the morning and i had 2 young children couldnt get through to Tui they just kept saying call customer services who then said speak to the Telford shop as this is where it was booked which it wasnt ive never been to Telford. So ha to book a flight or sit in airport till next day but my children are young and other people on our flight had started to book their own so booked as flights were selling out. 

Just to check - was this a 'TUI package holiday' or 'a package holiday purchase from a TUI shop' ?

Were the flights ever with TUI or was it just you were unaware they were with Corenden when you booked ? Maybe sharing airport/route/date will allow others to help with the change

As for what happened on the day was there not a TUI/Corenden desk at the airport - even if not open there's usually a phone for urgent contact 

sophielewis2008

package holiday booked online with Tui we were made aware a few weeks before by Tui that the flight was now with Corendon airlines. No no staff at all in the airport it was empty the person on info desk said try Tui office at the back but there were no staff there. 

bagand96

Sorry I must have skim read the post where you talked about the Tamworth store I missed the bit where you said you'd never been there.

If you booked online and your ATOL certificate states TUI UK as the tour operator then it is indeed TUI who are responsible for you under the Package and Linked Travel Arrangement Regulations 2018.

If you're getting no where on the phone then submit a written complaint to TUI (either by email or recorded letter - or both). State briefly what happened and the expenses you are claiming. Point out to them that under the regulations they are responsible for your travel.

TUI do give out an emergency 24 hour contact number both before you travel and when you arrive - this is exactly the situation it would have been useful for, they may push back on your expenses given you didn't give them the opportunity to resolve but you'll have to wait and see how your complaint goes. 

sophielewis2008

Well i couldn't even get a number for Tui as i had no internet on my phone in the airport and there were no Tui staff around to even speak to. Also staff on the airport help desk just said try and book another flight someone no one would help us. 

onashoestring

Please can you confirm which country you were travelling from ? 

superbigal

onashoestring said:

Please can you confirm which country you were travelling from ? 

It's going to be Turkey