Passengers have been left stranded on a Greek island for two full days after a flight back to Manchester was delayed by 48 hours.
The flight was originally supposed to depart from Heraklion airport, in Crete, at 1.55am yesterday morning (Saturday September 17). It was initially rescheduled for later that day and passengers were told to go back to the airport, only for it to be pushed back until 2.10am tomorrow morning (Monday September 19).
Flight operator TUI has blamed a 'technical fault' and in an email sent out to customers, the explanation for the delay given was "the expiration of crew hours due to air traffic control disruption".
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Shaun Nicholls is one of the passengers booked onto flight TOM2571. The 51-year-old, who has been visiting Crete with his wife, said: "It's been one excuse after another. We've been to the airport twice already.
"An email came through saying that it was the French airstrikes but one of the flight crew said they knew they weren't able to fly.
"When we got to the first hotel at 10am, we weren't even made aware what time we were meant to be picked up that day. People didn't really sleep properly because you're aware you might get picked up and miss it. It wasn't until later that they told us they'd pick us up at 5pm.
"The reps out here, bless 'em, are local people and aren't being communicated to so they can't communicate it to us so I feel really bad for them as well.
"We just want to get back so we can go to work on Tuesday but there's other people; people with young kids, a pregnant lady and another with significant health issues. It's just wrong."
Shaun also told the Manchester Evening News that passengers - including young children and a pregnant woman were sat on the pavement outside the airport as they waited for temporary accommodation to be arranged. Another customer, named Leah, said that the incident has left her feeling 'stressed'.
"We’re stressed out of course, having booked an all inclusive we definitely didn’t anticipate for all the extra costs associated with being in the country for extra days," she said. "Even down to having to repurchase toiletries we’d chucked out on checking out initially.
"We feel as though we can’t leave the hotel either as plans are being changed frequently and dramatically. We don’t believe the flight will go ahead as planned.
"Communication has been nil. Emails come infrequently but only to delay/cancel, or offer holiday vouchers, or insufficient amounts for refreshment vouchers inside of the airport."
A Twitter user named Hannah Orchard said that she is an NHS nurse and claimed that the delays have forced her to use unpaid leave, as she has been unable to get home for a scheduled shift. She wrote: Left stranded again!
"After the second flight has been cancelled! I’m an NHS nurse and now am having to take UNPAID leave due to not getting home for my shift! Disgrace!!! No updates to when we will actually get home."
TUI rearranged the flight for 9pm this evening, local time. However, less than four hours before passengers were due to depart, they were informed that it has been delayed by a further five hours to 2.10am tomorrow morning.
In an email seen by M.E.N , customers were told that this is "due to a technical issue with the original aircraft which could not be resolved". A 'rescue aircraft' has instead been sent to Crete to fly passengers back to Manchester.
A spokesman for TUI said that the company 'fully understands customers' frustrations' and thanked passengers for their 'patience and understanding'. The flight operator also stated that overnight accommodation was sourced for all customers in Heraklion, that customers were provided with food and drink at the airport and a TUI holiday voucher, that customers were advised of their rescheduled departure time via email and text messages, and that customers are entitled to EU 261 compensation.
"We fully understand customers’ frustration due to the delay of flight TOM2571 from Heraklion to Manchester, which was unfortunately delayed due to a technical fault which meant the aircraft needed to remain in Heraklion overnight," the company spokesman said.
"We have sent multiple messages to customers to keep them up to date and we've provided overnight accommodation, transfers and meals. While we do everything we can to get customers home on time, their safety is always our number one priority and we thank them for their patience and understanding."
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