Cancelled flights on package holiday

Have just returned from a 2 week package holiday to Mauritius. On arriving at airport we were told flight cancelled due to cyclone & that we would be flying 24hrs later. 5 of our party then had to book a hotel for the night incurring extra costs.

We did fly 24hrs later.

2 days before our return flight home we found out that the flight was again cancelled and that we would be flying home 10 hrs later than planned. This time after talking to Air Mauritius was told the reason was due to ‘Operational reasons’ when asked for more detail she refused.

After talking to TUI rep at hotel we were told that the bottom line was that Air Mauritius just doesn’t have enough planes, and so had to move flights and that they will be cancelling flights for the foreseeable future!!

our holiday was booked through TUI with the flights being with Air Mauritius. TUI web site saying we have to claim through the airline and not them, is this correct as our package was with them.

Can anyone help as to where and with whom we start a claim.

Many thanks.

Comments

  • Caz3121
    Caz3121 Posts: 15,514
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    Claims are from the operating airline
    If the outbound was delayed due to weather then there is no 'compensation' payment however Duty of Care applies and hotel and meals during the delay should be reimbursed
    The return flight would not be covered by the UK regulations as not a UK airline (and not departing the UK) so maybe check if your travel insurance gives anything for delays
  • eskbanker
    eskbanker Posts: 29,817
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    4woods said:
    our holiday was booked through TUI with the flights being with Air Mauritius. TUI web site saying we have to claim through the airline and not them, is this correct as our package was with them.

    Can anyone help as to where and with whom we start a claim.
    You can claim against both - as above, your rights under the UK261 flight regulations are the responsibility of the operating airline, so they're on the hook to reimburse the out of pocket expenses incurred during the 24 hour delay to the start of the holiday (but nothing for the delayed return flight):

    https://www.legislation.gov.uk/eur/2004/261/article/9

    TUI, as package organiser, also have a responsibility under the Package Travel Regulations to offer a price reduction for only providing a 13 night holiday instead of a 14 night one:

    https://www.legislation.gov.uk/uksi/2018/634/regulation/11
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