Help dealing with TUI

Simmo_13

Hi everyone!

Just after some advice really on dealing with an ongoing issue with TUI.

In August we were due to fly back from our family holiday & when I went to check in online for our return flight home it had vanished from our booking reference number.

The final two days of our holiday for me were then spent on the phone to TUI trying to find out what had happened & how we were getting home!

To cut a long story short, TUI's system had 'lost' our return flight & we ended up landing back at Manchester airport over 8 hours later via a JET2 flight (which TUI paid for).

I filed a complaint with TUI when we got home & received a phone call yesterday saying in this instance they were prepared to compensate us with a £100 holiday voucher.

I suppose my question is, Can I claim for a delay or cancellation of flight with TUI if I never actually got on the flight?

I obviously had seats booked on the plane but due to a 'technical issue' at their end I was never even informed we no longer had a flight home & dread to think what would have happened if we had just rocked up at the airport ready to check in to fly home.

Just wondered if anybody has had any similar issues or could advise how best to proceed with my complaint.

Thanks for reading! 

eskbanker

Simmo_13 said:

I suppose my question is, Can I claim for a delay or cancellation of flight with TUI if I never actually got on the flight?

No, you can't claim under the UK261 regulations relating to flight delays or cancellations if the flight itself was neither delayed nor cancelled, and you didn't travel on it.  However, you may be able to make a case that you were denied boarding, covered under Article 4, which in turn triggers Article 7, obliging the airline to pay the fixed compensation.

Simmo_13

Thanks for the reply eskbanker!

Would you advise raising a new complaint with TUI & mentioning article 4 or is there a different route I need to take?

Actually being able to talk to somebody from TUI seems to be bordering on impossible!

eskbanker

I'd just reject their proposed resolution of the existing complaint rather than starting again, unless they've already stated that it's their final response?