Tui Passengers Face Extended Delays Due to IT Outage
- Approximately 200 passengers traveling to Cardiff have been stranded in Spain due to multiple flight cancellations.
- The situation has led to growing frustration among affected travelers, who have been left without clear communication from Tui.
- The cancellations have sparked concern over travel reliability and customer service in the airline industry.
Passengers of Tui Airlines have experienced significant disruptions following a global IT outage, leaving some 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 be provided with 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 the Tui app for their scheduled 03:10 flight on Sunday, they found no airline representatives present to provide information. After speaking with other stranded passengers, they learned that their flight had been cancelled earlier that morning due to issues with the aircraft coming from Turkey. 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 able to be transported at a time. Hill described the hotel situation as "manic," and while passengers were given the option to book their own flights, the earliest direct option was not available until July 27. Hill expressed frustration over the lack of communication during the ordeal, emphasizing that while the IT outage was beyond anyone's control, better communication was essential. A Tui spokesperson reiterated the company's commitment to supporting affected customers and managing their return home amid the ongoing disruptions.