TUI Customer Service - Advice Wanted

inquisitivewanderer

We’ve been searching for an all-inclusive holiday (10–14 nights) for the past four months. My wife is quite particular about ensuring there’s plenty to keep the kids entertained, so it’s not as simple as just booking a beachfront resort with a pool like it used to be!

After a lot of research, we finally found a trip that ticks all the boxes for us and the kids - decent resort, good amenities, and reasonable flight times - heading to Crete for the start of the school summer holidays.

However, about a week after booking, TUI emailed to say our departure flight had been changed from 5:20 PM to 6:55 PM, pushing our arrival in Heraklion from 11:20 PM to around 1 AM. If it were just the two of us, it wouldn’t be a big deal, but with a five-year-old, this will clearly disrupt his sleep and routine.

What’s frustrating is that when we originally booked, there was an option for the later flight at around £90pp cheaper - so this change effectively means we’ve paid £360 extra for nothing. On top of that, we now have to rearrange transport and brace for a rough start to the holiday (our youngest is also prone to flight sickness).

I contacted TUI and escalated it to a manager, but they’ve refused any compensation, citing their T&Cs that allow for ‘minor’ schedule changes. Apparently, I can’t even submit a formal complaint until 28 days after we return - how is that fair when I want this sorted before we travel?

Has anyone dealt with a similar situation? Any advice on how to push for a fair resolution?

Or is there simply nothing I can do and its my own fault for booking with a company that are notorious for this sort of behaviour?

TIA for any replies.

eskbanker

That will undoubtedly (and rightly) be considered a minor change, but is the earlier flight still operating?

la531983

You wont get a fair resolution.

In the last two weeks I have had...

- a Ryanair flight in May moved from 11am to 6.20am, meaning I now miss out on a lovely hotel buffet breakfast

and

- a TUI flight in August moved from 2pm to 3pm.

It is what it is and part of booking flights in advance. With all due respect a 11.20pm arrival and a 1am arrival is neither here nor there, a 5 year old will be knackered either way.#

I wouldnt call TUI "nortorious" for moving flights, Ive never had one moved with them until recently, Easyjet have shunted me around too, all airlines do it.

inquisitivewanderer

eskbanker said:

That will undoubtedly (and rightly) be considered a minor change, but is the earlier flight still operating?

It isn't. I did question why, and they couldn't provide me with an answer.

inquisitivewanderer

la531983 said:

You wont get a fair resolution.

In the last two weeks I have had...

- a Ryanair flight in May moved from 11am to 6.20am, meaning I now miss out on a lovely hotel buffet breakfast

and

- a TUI flight in August moved from 2pm to 3pm.

It is what it is and part of booking flights in advance. With all due respect a 11.20pm arrival and a 1am arrival is neither here nor there, a 5 year old will be knackered either way.#

I wouldnt call TUI "nortorious" for moving flights, Ive never had one moved with them until recently, Easyjet have shunted me around too, all airlines do it.

Yeah, I agree - on paper, an 11:20 PM vs. 1 AM arrival doesn’t seem too bad, but once you factor in getting through the airport, collecting luggage, and the transfer, it turns into 1:30 AM vs. 3:10 AM, which is a massive difference, especially with a little one.

The part that really gets me, though, is that I could have booked this exact flight originally and saved £360. Instead, they scrapped the flight we actually paid for and just moved us to the later one without any compensation. How is that even legal!?

We’ve booked with TUI/First Choice loads of times before, as well as Jet2, and honestly, TUI seems to have a delay 9 times out of 10. With Jet2, I can only remember it happening once. If Jet2 had been cheaper this time, we probably would have booked with them instead. Lesson learned - sometimes it’s worth paying a bit more to avoid getting messed around like this!

eskbanker

inquisitivewanderer said:

eskbanker said:

That will undoubtedly (and rightly) be considered a minor change, but is the earlier flight still operating?

It isn't. I did question why, and they couldn't provide me with an answer.

If it was still operating then you'd have had a case for asking to be reinstated onto it or to be refunded the price difference, but if they've essentially consolidated two flights into one, with only an hour and a half of a time difference, then it just comes down to whether you can negotiate any sort of goodwill gesture, rather than actually being entitled to anything.

NoodleDoodleMan

"TUI seems to have a delay 9 times out of 10."

I appreciate your frustration in the circumstances - however I suspect the 90% suggestion is unlikely to stand scrutiny.