Honeymooners set to jet off on their dream holiday have slammed “dreadful Tui ” after their flight was delayed by 30 hours.
Bethan Challoner and her husband arrived at Birmingham Airport at around 3am for their 6.15am departure time when they were told there was a slight delay.
Four hours later an email arrived saying it had been cancelled and they finally flew off for their honeymoon the next afternoon, losing a whole day of their break, Birmingham Live reported.
Bethan, 28, said: “The lack of communication from TUI was absolutely dreadful. It used to be one of the very best airlines.
“We booked an early flight so we’d have a bit of an extra day, as we were due to be at the hotel for about noon on the Friday.
"We arrived at the airport at 3am. We went to our gate at about 5.35am. But by 6.15am, nothing had happened so we knew something must be wrong.
“When the gate was taken over by another flight no TUI or other airport staff gave any update or explanation. The first we heard was at 10am when a Swissport worker said we were ready to get on a coach.
“About half of us got on the coach, stood there for 20 minutes and then were told to get off as the aircraft wasn’t ready. At this point, everyone was getting really frustrated.
"It wasn’t that the flight was delayed, but it was because the communication until that point had been dreadful with no updates - and we hadn’t seen any actual TUI staff either.
“When you’re only away for a week, a cancelled flight and multiple delays have a significant impact on your holiday. In the future, I’ll definitely be booking through alternative airlines.
"We finally arrived in Tenerife 31 hours after we were supposed to land.
“We have been offered TUI vouchers, one nights' cost back and, of course, we will be claiming compensation too.
“Unfortunately, TUI vouchers aren’t going to give us back, essentially, two missed days of the holiday."
The couple, from Kidderminster, married last December and had been waiting nine months for their honeymoon to finally begin.
A Tui spokesman explained the delay was due to the firm having to secure a new captain and crew for the flight.
She added: “We fully understand the frustration of customers due to travel from Birmingham to Tenerife on September 2 on flight TOM7548. Due to operational disruption, crew were unfortunately outside of their regulated maximum working hours to operate the flight on Friday.
"Regrettably, this meant we had to delay the flight until Saturday, September 3. We kept customers updated throughout and affected passengers will also be entitled to £225 compensation and details of how to claim have also been provided.
“We understand last-minute and lengthy delays are incredibly disappointing and we’d like to thank customers for their patience and understanding at this time.”
