The boss of the UK's biggest tour operator has apologised for the holiday chaos faced by customers as he pledged more help for those who have seen their plans ruined. TUI UK managing director Andrew Flintham said the whole industry was suffering problems which impacted on plans causing airport misery and chaos for travellers.
Mr Flintham attempted to reassure holidaymakers that the firm was winning its battle to make sure they took off on time for their well-earned break and promised guests would never be left stranded abroad. He wrote: “In recent weeks, you will have read in the news, or seen on social media, that the travel industry as a whole has been affected by delays and cancellations.
"I know that our customers work hard for their valuable time away, which is why we always do everything in our power to deliver a fantastic holiday.”
Mr Flintham added: “I would like to assure you that we have learnt from what happened, and we’re working closely with our partners to address the issues that caused the delays and cancellations. I’d also like to reassure you that situations like this are rare – this week, the vast majority of our flights have operated normally, and over 200,000 customers took off to enjoy their TUI holiday as planned.
“Our teams have been supporting customers who were affected in finding alternative holidays and processing any refunds due. And I can assure you that TUI would never leave you stranded overseas. I hope this gives you the confidence to look forward to your holiday with TUI this summer, or next time you travel with us.”
The holiday boss described how TUI relied on a “complex" mix of of services including pilots and cabin crew, as well as operational partners to handle areas such as check-in, baggage and catering, as well as air traffic control and security.
He said: "Our planes cannot take to the skies when the ecosystem is not working as it should be. Over the first weekend of the May half term, the ecosystem experienced capacity issues that impacted some of our customers.
“In some instances, customers were subject to delays and – in rare cases – cancellations. These customers had a poor experience – for that, and the distress caused by the cancellations, I apologise.”
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