Flights and disabilities

Pink53

I recently went on holiday with my husband to Lanzarote, booked with TUI. I have limited mobility as I have MS therefore require constant use of my mobility scooter which we took with us. I requested special assistance and notified TUI I would be taking my scooter. My mobility scooter was checked and approved, loaded into the hold and the battery was stored in the cabin as per TUI requirements along with my hand luggage and the flight out proceeded without incident in relation to my scooter. On our return flight I was informed that TUI would not transport my battery back to the UK as the pilot had not taken onboard a battery similar to mine, although they had transported it to Lanzarote and were fully aware that I would be carrying this TUI compliant battery on the return flight. I was informed it would be held in Lanzarote’s airport lost & found. This has caused a great deal of distress and inconvenience for me as I cannot ambulate without my scooter and am now unable to leave the house and remain isolated. After contacting TUI customer service team on our return home, TUI have refused to return my battery to me and I should arrange for a courier to collect it. After logging a complaint I now have to wait 28 days for a response. I feel that I have suffered discrimination as a less able-bodied person and subsequently having a detrimental effect on my health and my MS. Any advice would be greatly appreciated as to how I can get my battery back ASAP!

Ayr_Rage

Contact the CEO of TUI and the press.

eskbanker

In terms of getting something done quickly, is it viable to buy another battery here and reclaim the cost from TUI?

Pink53

Yes I’ve thought about doing that. Funds are tight and they’re certainly not cheap. may have to if it’s going to go on for much longer 😞

eskbanker

Pink53 said:

Yes I’ve thought about doing that. Funds are tight and they’re certainly not cheap. may have to if it’s going to go on for much longer 😞

I think it's unreasonable for TUI to take 28 days to deal with this, given the evident urgency, so I'd argue that they have a duty to act sooner - I don't think that their advice for you to use a courier is viable anyway, as battery transportation by courier involves very specific and careful packaging even if they take them at all.  I'd go back to customer services and ask to speak to a manager, or, as above, go further up the company.

Pollycat

Ayr_Rage said:

Contact the CEO of TUI and the press.

+1 to this. 
BBC have a number of journalists with disabilities. 
Frank Gardner has reported several issues with airlines, most recently on a Polish one when he had to shuffle on his bum toyo get to the toilet.
I'd try him.

I think TUI have behaved appallingly.