Travel agency Tui has written to customers, promising to learn from the delays and cancellations that ruined the May half-term vacation for many travelers in a bid to build confidence ahead of the crucial summer booking period.
The company again apologized for disrupting plans as it prepared to be questioned along with other industry representatives on Tuesday by members of the Commons Business Selection Committee, which is considering canceling flights and compensation.
A Tui spokesman said customers affected by cancellations were making reservations again, and although no more customers than usual canceled their vacations, the new bookings were softer in the industry.
“Travel is a game of confidence; we are seeing big returns in travel, “she said, adding that bookings are expected to increase again once passengers are reassured that their travel plans for the summer are safe.
Tui UK Managing Director Andrew Flintham wrote to clients to explain that the company relies on a complex ecosystem of services, including its own pilots and cabin crew, as well as operational partners that cover check-in, luggage and catering and air control. traffic and security at the airport.
“During the first weekend of May, the ecosystem had capacity problems that affected some of our customers,” Flintham wrote. “In some cases, customers have been delayed and – in rare cases – canceled. These clients have had a bad experience – I apologize for that and the suffering caused by the cancellations. “
“I would like to assure you that we have learned from what has happened and are working closely with our partners to resolve the issues that led to the delays and cancellations.” He said that this week most of Tui’s flights were performed normally, sending more than 200,000 customers during their holidays.
Hundreds of flights were canceled by airlines during the half-season break, which coincided with the four-day anniversary holiday weekend as they struggled to cope with growing demand. Carriers and airports cut tens of thousands during the pandemic and delayed hiring more staff, with some going to other industries and others lost to Brexit.
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The company’s teams help customers find alternative vacations and process refunds. “And I can assure you that Tui will never leave you abroad,” Flintham wrote.
A Tui spokesman said the problems mainly affected the United Kingdom, but not Germany or the rest of Western Europe.
The email, sent late Monday, came ahead of a hearing by the Committee on Business, Energy and Industrial Strategy on the chaos facing passengers for half a term, where Tui, British Airways and easyJet executives will be questioned by lawmakers. The hearing begins later Tuesday morning. EasyJet, the largest carrier in the UK, made the most canceled flights.
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