Passengers of a diverted Tui flight to Aberdeen are seeking compensation after they were forced to take taxis back home from Newcastle – causing delays of 10 hours.
Flight TOM1585 travelling from Corfu to Aberdeen had to be diverted to Newcastle on Friday May 20 due to an ill passenger.
The flight was already delayed because of “technical issues” when it took off just after 1am, originally scheduled to leave at 10.15pm.
On arriving at Newcastle Airport, people had to wait three hours before finding out they would be travelling home via taxi.
One passenger said they eventually left Newcastle at 6am, arriving in Aberdeen at 10am, a delay of more than 10 hours from their expected arrival of 11.55pm.
Although they managed to get home, the family of four had to sit squashed in a five-seater car throughout the journey.
While the cost of the taxi was covered by Tui, passengers are now trying to claim compensation because of their experience.
The passenger said: “I filled in their online claim form several times, and every time it comes back saying we cannot locate your flight.
“I’ve phoned them, who say they’ve passed it onto the department, but they don’t accept calls as they are an offline department.
“I’ve been on chat with them and get the same response, but I’ve been assured someone will contact me.”
‘It does make me think again about booking with them’
While the passenger was frustrated with the ordeal, they said they would still fly with the airline and praised the cabin crew.
Jessica Tough, from Countesswells, another passenger on the flight, recalled her experience when the plane landed in Newcastle.
She said passengers were met by a woman wearing a blue sweater directing them to 45 taxis they had standing by.
Mrs Tough and her husband were due to ride with another couple, but due to her tendency to get car sick requested they travel alone.
Eventually, the couple arrived back in Aberdeen 10 and a half hours later than scheduled, which meant Mrs Tough missed out on a day’s pay on May 21.
She said: “On Sunday, I filled in their form to claim compensation for the plane being delayed, and I also then raised a complaint about the situation in general, with having to fly to Newcastle.
“I eventually got an email back two days later from Tui regarding the compensation for the flight delay, saying they couldn’t actually locate my flight.
“I’ve had absolutely nothing back from them regarding my complaint. I tried calling several times on Thursday, but as soon as it said that their operators are busy, it cuts you off.”
Mrs Tough said there was so much miscommunication throughout her experience, including not relaying to passengers at Corfu Airport that the flight was delayed.
She added: “We had such a nice holiday, but the lack of communication at the end and then finding out that this is a regular occurrence with flight delays was frustrating. It does make me think again about booking with them.”
Tui UK and Ireland was approached for comment.
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