TUI boss issues statement apologizing for airport delays – Read his statement in full

The travel industry has been hit by prolonged delays and cancellations – particularly during school holidays – due to what are believed to be understaffing and a surge in travel demand following the pandemic. of Covid-19.

Last week, a number of people found themselves stranded abroad after their return flights were cancelled.

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TUI‘s chief executive released a statement apologizing for the delays

British airline passengers have been hit with disruption for months due to a lack of staff after letting thousands of people go during the coronavirus pandemic.

Airlines, airports and ground handling companies have repeatedly called for sector-specific financial support during the Covid-19 crisis as government travel restrictions have suppressed demand.

They are now struggling to recruit new employees and get their security checks processed. Transport Secretary Grant Shapps has rejected calls to open the door to more ‘cheap’ foreign workers in a bid to relieve pressure on the aviation sector.

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And now TUI boss Andrew Flintham has penned an open letter to customers, apologizing for the delays and cancellations and saying the industry is a “complex ecosystem”.

Here is his statement in full:

Over the past few 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 our customers work hard for their valuable time, which is why we always do everything in our power to provide a fantastic vacation.

TUI holidays rely on a complex ecosystem of services. This includes our own pilots and cabin crew, as well as operational partners who cover things like check-in, baggage and catering. At the same time, we work closely with the air traffic control and airport security teams. Our planes cannot fly when the ecosystem is not functioning as it should.

During the first weekend of the May semester, the ecosystem experienced capacity issues that impacted some of our customers. In some cases, customers have experienced delays and, in rare cases, cancellations. These customers had a bad experience – for that, and the distress caused by the cancellations, I apologize.

I want to assure you that we have learned from what happened and are working closely with our partners to resolve the issues that caused the delays and cancellations. I also want to reassure you that such situations are rare – this week the vast majority of our flights operated as normal and over 200,000 customers took off to enjoy their TUI holidays as planned. Our teams have been helping affected customers find alternative holidays and process any refunds due. And I can assure you that TUI will never leave you stranded abroad.

I hope this gives you the confidence to look forward to your holiday with TUI this summer, or the next time you travel with us. We look forward to seeing you soon.

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