Families have been left devastated after travel agency TUI suddenly cancelled an entire holiday package to Tenerife from Cardiff Airport after passengers had already boarded the plane. Holidaymakers on the flight, which was due to take off at 1.25pm, claim it was delayed by an hour, and then they waited another hour after boarding the plane because they were told it had a malfunctioning part.
But just as this was being repaired, they received text messages and emails from the German holiday giant informing them that their entire holiday was cancelled. TUI has said the cancellation was down to "operational and supply chain issues" in combination with the influx of people going on holiday at this time of year. It has assured that all impacted customers are entitled to compensation and will receive an "extra gesture of goodwill" from the company.
Huw Davies, from Porthcawl, boarded the flight with 11 other family members for a "special holiday" for his daughter who is terminally ill. He said the sudden news of the cancellation left them "absolutely devastated" and his children and grandchildren were in tears.
