Couple's dream TUI holiday becomes nightmare with delays and 'disgusting' hotel with used condom

A British couple ended up on a holiday from hell when they were delayed for more than two days and had to stay in "disgusting" hotels.

Emma and Justin Bramwell said the hotels they stayed in were damp and infested with insects, despite the trip's eye-watering £7,000 price tag. The two-week break was all all-inclusive at the resort in Tulum, Mexico, through travel agents TUI, who have since apologised for the standard of service.

The pair did not return home until 54 hours after their return flight was due in, after being cancelled twice, reports the Liverpool ECHO. The couple, who are both 48, claim they were "treated like cockroaches" as they and other families were moved from hotel to hotel, after the delays at Cancun Airport on May 15.

They were then informed in the early hours of the morning that there was a problem with the plane and they wouldn't be flying. Discussing the hotel she, Justin and around 350 others were taken to, Emma said: "There were insects everywhere. It was filthy.

"People found used condoms in their rooms. When some people got to their rooms there were people already people in them.

Bags were piled up in the airport after the delays. (Emma Bramwell)

"The food was literally inedible. People were getting sick. It was mouldy and damp. It was horrific."

The passengers were taken back to the airport the following evening, but after their flight was once again cancelled in the early hours. Two passengers in wheelchairs blocked the exit, as Emma says the stressed passengers refused to leave the departure lounge.

Emma said: "People were hysterical. They were shouting at the staff. Imagine 345 tired, ill, hot, stressed people all kicking off. It was like a riot was about to break out. I've travelled all over the world and I've never seen anything like it."

The passengers were eventually persuaded to leave after the police and military were called to the incident, Emma said. The shattered Bolton couple were taken to a different hotel, checking in at 5am, having waited outside the airport in 39C heat.

Emma said they then were given just 20 dollars each to spend on food and drink, despite the holiday being all-inclusive. The flight did eventually depart, landing in Manchester around 2pm on Thursday - 55 hours late, after leaving on the third day of their misery.

One of the meals the couple were served at the hotel, which they said was "disgusting". (Emma Bramwell)

The couple say they've now been offered €600 compensation for the delayed flight and £200 in TUI vouchers, and are among 125 passengers who have formed a WhatsApp group called 'TUI Flite Nitemare' as they try to get a refund. Emma, who runs her own cleaning business, said: "It was just a distressing, horrific nightmare. I don't have the words to describe how bad it was.

"We were just left to fend for ourselves. We were treated worse than cockroaches. The compensation we've been offered is not good enough and we're not going to accept it. We want a full refund and compensation for what we went through."

A Tui spokesperson said: "We completely understand the frustration of customers on flight TOM193, and we apologise for the inconvenience.

TUI flies from Manchester Airport. (Getty)

"The aircraft developed a fault which delayed the departure from Cancun, while this was being repaired further damage was caused. Therefore, engineers and a new part were sent to complete the repair. On both occasions, customers were transported to hotels for an overnight stay. Our reps in the airport and hotels were on hand to assist throughout.

"We’d like to apologise again for any inconvenience caused and we will be offering all those affected Flight Delay compensation and a gesture of goodwill. The safety and security of our customers and crew remains to be our highest priority. We’d also like to apologise for the service level at the hotel which was not up to the standard we expect."

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