Tui Passengers Face Extended Delays Due to IT Outage
- Approximately 200 passengers traveling to Cardiff have been stranded in Spain for several days due to flight cancellations.
- The root cause of the cancellations is attributed to an IT outage affecting operations.
- Passengers are expressing frustration and distress over the prolonged delays and lack of support.
Passengers of Tui Airlines have experienced significant disruptions following a global IT outage, leaving many stranded for days. Mali Hill, 38, from Caerphilly, was on holiday in Gran Canaria with her partner when their return flight was unexpectedly cancelled. Tui has issued an apology for the inconvenience, assuring customers that those currently abroad will receive assistance and arrangements for their return flights. Hill and her partner arrived in Gran Canaria on July 13, anticipating a week-long stay at the Riu Maspalomas Palace Hotel. However, upon checking the arrivals board and Tui app for their scheduled 03:10 flight on Sunday, they found no airline representatives present to provide information. After speaking with fellow passengers, they learned that their flight, which was supposed to come from Turkey, had been cancelled earlier that morning. Despite reaching out to a Tui agent via the app, the couple faced further delays as they waited for transportation to a hotel, with only 60 passengers being transported at a time. Hill described the hotel situation as "manic," and while passengers were offered the option to book their own flights, the earliest direct option was not available until July 27. A Tui spokesperson reiterated their apology for the disruptions caused by the IT outage, emphasizing their commitment to assist affected customers and ensure their safe return home.