HOW TO GET THIS RESOLVED - TUI DOESN'T CARE

PCNagro

Had a horrendous experience with TUI which resulted in us missing our flight and TUI couldn't care less and is blaming the carrier SunExpress, and of course, SunExpress is blaming TUI.

How do we get this resolved? We had to pay for same day flights back home which cost £3000! And we were left stranded in the airport for 11 hours with a young child.

Is there someone higher I can complain to?

Thanks!

eskbanker

TUI is a member of ABTA, which offers an arbitration scheme.  What caused you to miss your flight?

BoGoF

A bit more info would be good, what actually happened. Who are SunExpress?

PCNagro

We booked a package holiday with TUI to Turkey - we had direct coach transfers from our hotel to the airport. We were informed once we arrived at the airport that our flight had already departed which we couldn't understand as we were booked on an evening flight (had confirmation of this in writing), but they claimed we were booked on a morning flight. In any case, this was nonsense as the transfer coach (booked by TUI) was booked for AFTER THE morning flight had departed.

We were told by the carrier SunExpress (who couldn't care less) we would need to purchase new flights, and the man at the TUI desk told us it was nothing to do with him and that SunExpress was responsible. Which resulted in us being pushed from pillar to post between the two running around for several hours with a young child. Eventually on the verge of tears, we were forced to buy flights to another city in the UK to return home (the ones to London were £5000 for the 3 of us - it was the height of summer and everything was fully booked) and pay an extortionate taxi fare just to get back to London. 

eskbanker

In what way are TUI blaming SunExpress?  Not the person sitting at the airport, but their customer services team on return to the UK....

BoGoF

PCNagro said:

We booked a package holiday with TUI to Turkey - we had direct coach transfers from our hotel to the airport. We were informed once we arrived at the airport that our flight had already departed which we couldn't understand as we were booked on an evening flight (had confirmation of this in writing), but they claimed we were booked on a morning flight. In any case, this was nonsense as the transfer coach (booked by TUI) was booked for AFTER THE morning flight had departed.

We were told by the carrier SunExpress (who couldn't care less) we would need to purchase new flights, and the man at the TUI desk told us it was nothing to do with him and that SunExpress was responsible. Which resulted in us being pushed from pillar to post between the two running around for several hours with a young child. Eventually on the verge of tears, we were forced to buy flights to another city in the UK to return home (the ones to London were £5000 for the 3 of us - it was the height of summer and everything was fully booked) and pay an extortionate taxi fare just to get back to London. 

So you have boarding passes etc for an evening flight? Nothing to say the flight had changed?

You still haven't really explained who SunExpress are - did you book through them?

PCNagro

EXTRACT FROM THEIR E-MAIL RESPOSNE BELOW:

I am so sorry to hear of the issues your experienced on your recent holiday.

 

The package holiday that you booked was using Sun Express flights and as such this part of your package was operated by Sun Express.

 

Third party flights are where the carrier is selected at the point of booking.  These flight seats are not contracted to us prior to the season like with a committed allocation; these seats are picked up at the time of booking depending on availability.

 

When customers book, they are asked if they agree to the terms and conditions of the carrier.  Third party bookings have their own terms and conditions, which must be met, as well as TUI terms and conditions.  So, although you did book the package with TUI, the issues you have raised will need to be taken up with Sun Express.

PCNagro

BoGoF said:

PCNagro said:

We booked a package holiday with TUI to Turkey - we had direct coach transfers from our hotel to the airport. We were informed once we arrived at the airport that our flight had already departed which we couldn't understand as we were booked on an evening flight (had confirmation of this in writing), but they claimed we were booked on a morning flight. In any case, this was nonsense as the transfer coach (booked by TUI) was booked for AFTER THE morning flight had departed.

We were told by the carrier SunExpress (who couldn't care less) we would need to purchase new flights, and the man at the TUI desk told us it was nothing to do with him and that SunExpress was responsible. Which resulted in us being pushed from pillar to post between the two running around for several hours with a young child. Eventually on the verge of tears, we were forced to buy flights to another city in the UK to return home (the ones to London were £5000 for the 3 of us - it was the height of summer and everything was fully booked) and pay an extortionate taxi fare just to get back to London. 

So you have boarding passes etc for an evening flight? Nothing to say the flight had changed?

You still haven't really explained who SunExpress are - did you book through them?

I explained they are the flight carrier. No, all booked through TUI.

eskbanker

I don't follow TUI's line of argument at all - are they alleging that SunExpress changed your bookings from one flight to another, and that TUI were unaware of this?

Under the Package Travel Regulations, TUI, as package organiser, are responsible for the performance of the package, despite their use of subcontractors, so if there was a change of flight somewhere along the line, TUI would still be responsible for advising you of this and making alternative arrangements if necessary.

PCNagro

eskbanker said:

I don't follow TUI's line of argument at all - are they alleging that SunExpress changed your bookings from one flight to another, and that TUI were unaware of this?

Under the Package Travel Regulations, TUI, as package organiser, are responsible for the performance of the package, despite their use of subcontractors, so if there was a change of flight somewhere along the line, TUI would still be responsible for advising you of this and making alternative arrangements if necessary.

Honestly, we have just been going round in circles and nothing they say makes sense. So, I want to escalate this ASAP as they don't want to take an iota of responsibility. I will contact ABTA as suggested, is there anyone else or is it really only ABTA?

Thanks very much.

pinkshoes

As you booked the entire thing through TUI then they are entirely responsible for the entire holiday plus any amendments made by other parties that they use. 

So if SunExpress changed the flight details, it was up to TUI to inform you of that, and provide an earlier taxi to the airport to catch the earlier flight.

I'm assuming you had pre-printed boarding passes for the later flight?

I'd be sending a LBA to TUI claiming the cost of the alternative flights along with the cost of the taxi in the UK as you had to fly to a different airport. I'd make it clear you mitigated your loss by taking the cheapest flights you could find. 

I'd also contact ABTA and see if they will help.