Angry scenes at Cardiff airport as TUI cancels flights while plane full of passengers still on runway

The families were devastated after the TUI travel agency abruptly canceled an entire holiday package to Tenerife from Cardiff Airport after passengers had boarded the plane. Vacationers on the flight, which was scheduled to take off at 13.25, said he was an hour late and then waited another hour after boarding the plane because they were told there was a faulty part.

But just as it was being repaired, they received text messages and emails from the German holiday giant informing them that their entire holiday had been canceled. TUI said the cancellation was due to “problems with the work and supply chain” combined with an influx of people going on holiday at this time of year. He assured that all affected customers are entitled to compensation and will receive an “additional gesture of goodwill” from the company.

Hugh Davis of Portcall boarded the flight with 11 other family members for a “special vacation” for his daughter, who is terminally ill. He said the sudden news of the repeal left them “absolutely devastated” and his children and grandchildren were in tears.

“It was a family walk for my daughter, who has terminal cancer. This would be her last family vacation – and we just got off that flight, “said the 59-year-old. “I think it’s a lot of nonsense to say that the engine came out because this plane flew in from Alicante. If this part obviously doesn’t work on the way to the airport, why the hell are they burdening us? Why did they take action? They knew this plane would not take off. “

He learned about the cancellation of the flight from other passengers on the plane who received emails, but said he had not yet received one. “I called the TUI headquarters and a message came that they were dealing with it and we will contact you. So they knew they would cancel this flight and a few more around the country, “he said.

He recalled that passengers were told to get off before being taken to the airport terminal and were told that someone from TUI would show up to confront them. “But it was not. She was a woman from [another] travel agency, “Hugh said, adding that their representative said the cancellation was due to the faulty part.

He recalled that the police were present at the terminal in case the passengers “leak”. He said: “[TUI’s policy] is that they have to deliver another flight. We had it in black and white and showed it to them. “

Asked how important the holiday was to his family, he said his son had booked the trip as a surprise for his daughter. “It was a special holiday and to make matters worse, we asked my daughter where she wanted to go because she had recently lost her mother. She wanted to go back to where we took my wife on vacation for the first time.

He estimates that the family paid up to £ 9,000 in TUI, not including all charges for other travel expenses. “We are all out of pocket,” he said. “We put our good faith in those people who should have transported us to our destination in another way, but they did not have the decency to do so.”

Last week, frustrated holidaymakers were left waiting more than 40 hours to board a TUI flight from Cardiff Airport to the Greek island of Zakynthos. (Image: Sent)

Another passenger, James Dewitt, recalled that staff were still trying to repair the plane when the bad news was announced. “They didn’t even know it happened,” he said. “The staff on the plane didn’t know more than we did.

“Even after we got off the plane, we all had to wait at least another hour and a half to get our bags back. It was quite annoying, “he continued. He added that it was “incredibly disappointing” for his family, as they had to meet other relatives in Sweden at the destination.

“My wife’s mother will be there alone,” he said. The 38-year-old and his wife had to spend a week with their one-year-old and six-year-olds, who he said were “very disappointed”. Instead, he had considered booking a connecting flight to Tenerife, but said it would be difficult with young children. “I think we’re just going to try to find something to do at home.”

The cancellation comes after aviation data firm Cirium said 291 take-offs from major British airports had been canceled between May 25 and Tuesday. TUI has announced that it will cancel about six flights at Manchester Airport each day until the end of June. Police were even called to tell angry TUI vacationers at the airport to return home after the flight, which they had been waiting for eight hours, was canceled. In other news last week, frustrated holidaymakers were left waiting more than 40 hours to board a TUI flight from Cardiff Airport to the Greek island of Zakynthos.

A TUI UK spokesman said: “We would like to apologize to customers traveling on flight TOM6286 from Cardiff to Tenerife today, which was unfortunately canceled due to operational problems. Customers affected by flight cancellations will receive a full refund for their holiday within 14 days.

“The May half-season is always an incredibly busy period with many customers who want to get out, and we understand that they will be looking forward to this holiday for a long time.

“Although delays and cancellations are rare in our country, unfortunately the increase in the number of people going on holiday, combined with various operational and supply chain problems, means that a small number of our flights are affected. Our teams work tirelessly to support affected customers, through direct communications and providing accommodation and transfers where needed, as well as food and refreshments.