Flight Cancelled twice from Mexico (TUI)

paulcaley

We had a flight cancelled whilst still at our hotel - about 24 hour delay to the hotel pickup.

When we get to the airport check, go through security, get the gate  the replacement "rescue" flight (which is taking us to a different destination airport) is then delayed (although the app says cancelled).  We get bussed to another hotel for another 12+ hour delay.

The original arrival time was 9:20 on Sunday morning, we arrived back at Manchester 3 am Tuesday.

Can I claim for both flight cancellations?   Or it still classed as one cancellation?

Thanks

Alan_Bowen

Nice try, but if this was last weekend, TUI is going to blame the IT collapse on Friday which affected every airline initially, TUI lost their staff rota system and after long delays on Friday, seemingly didn't know where half the crews were by Saturday. Even now on Wednesday, there are further delays and cancellations and I suspect TUI will argue 'exceptional circumstances ' and refuse any claims for last weekend

bagand96

The first thing to do will be to establish the reasons for the cancellations/delays.  If you were originally due to arrive early Sunday morning, then I assume a Saturday evening departure from Mexico?

TUI will undoubtedly claim the issues were caused by the Global IT outage on Friday, an exceptional circumstance beyond their control so compensation will not be payable.  TUI had a terrible weekend and were seemingly the worst affected of UK operators.

Do you have reason to believe the cancellation was caused by other issues unrelated to the IT problems?

paulcaley

The second cancellation (the rescue flight) was a staffing issue, they would have flown over there allowed hours so the captain decided to the pull the plug on the flight (whilst we were sat at the gate). 

They could blame the IT issues, but this was the rescue flight, that needed to be rescued.   I expect they will try and wriggle out of it, they had the plane - they just didnt have enough staff to operate it safely.  Whether this was caused by the after effects of the IT shouldn't really come into it.

So taking the IT issue out of the equation, would you be able to claim for both cancellations?

la531983

paulcaley said:

The second cancellation (the rescue flight) was a staffing issue, they would have flown over there allowed hours so the captain decided to the pull the plug on the flight (whilst we were sat at the gate). 

They could blame the IT issues, but this was the rescue flight, that needed to be rescued.   I expect they will try and wriggle out of it, they had the plane - they just didnt have enough staff to operate it safely.  Whether this was caused by the after effects of the IT shouldn't really come into it.

So taking the IT issue out of the equation, would you be able to claim for both cancellations?

Of course it does - on the face of it Issue A (IT issues) caused Issue B (staffing).

Nobody can expect every airline to have staff sat around at every non-base airline it serves.

paulcaley

The question does still stand though.   Under normal circumstances can you claim for both?

bagand96

paulcaley said:

The question does still stand though.   Under normal circumstances can you claim for both?

As a starting point most would use the flight number as an indication ie. TOM123 is cancelled, you have been moved on to TOM789 tomorrow.  In that case you could argue that you're on a different flight and so any further issues are related to the new flight and separate from the old flight.

It can be a bit of a grey area, especially for airlines like TUI who operate infrequent long haul services, and any rescue flight is likely a direct replacement for the original flight.  They may argue that the delay was continuous, even though flight numbers have changed as it is still the "same flight". 

I still think in this instance TUI will sight "Global IT Outage" for the entire case.  I have read on these forums that the IT issue took out their crewing system, which would explain a lot of the problems they have had, which took days to recover.

sonkaldebi

Hi, i was on the same flight. I think we should be due it for the cancellation on Sunday personally. I have already put a claim in with both Tui and my insurance company. So we will see what comes of it all.