TUI issue apology after global IT meltdown leaves Belfast passengers stranded

BELFAST passengers with TUI were left stranded over the weekend after a global IT outage cancelled several flights.

Among those affected were passengers hoping to return to Belfast International Airport from Lanzarote and the greek islands of Kos and Corfu.

On Sunday, one parent said his son and five friends that were due to fly home on Friday had been “left stranded by the TUI representative” who told them to make their own travel arrangements to Belfast before claiming back the expense.

“I’m surprised TUI have not put flights on to bring their passengers back. So far my sons group have failed to secure a flight home and TUI have not offered accommodation,” he posted online.

Translink confirms which buses will operate from new Belfast Grand Central Station

easyJet flight from Belfast diverted after being unable to land

On Saturday, a woman hoping to return to Belfast said she had been stuck in the airport for day with her family.

“Will there be a flight to get us home today or will you book a hotel as not acceptable to spend another night on the floor of the airport with a child,” she said.

Another complained of their package holiday with TUI from Belfast to Kos being cancelled, claiming they were offered a full refund but no added compensation for the inconvenience.

It is understood that customers due to travel on a cancelled flight can now amend their holiday without any admin fees as well as 10% incentive if the holiday is more expensive.

TUI customer are also to receive vouchers worth £200 per adults and £100 per child off a future holiday within 28 days.

A full refund will be available for those wishing to cancel as well as the same holiday vouchers, to be sent within 14 days.

Customers who have only booked a flight with TUI will automatically receive a full refund within 14 days.

Impacted customers will also be contacted directly by the TUI support line with help to make the changes, although inbound flights to the UK have not been cancelled and customers are to be informed when they can return via direct messaging from TUI.

All customers overseas are also to receive help from TUI representatives in resorts and in airports.

On Monday, a TUI UK and Ireland spokesperson said: “We would like to apologise to our customers who were impacted by the global IT outage that resulted in some delays and cancellations.

“Whilst the original IT issue was outside of our control the impact, alongside air traffic control restrictions over the weekend, meant we had to cancel some flights and delay some return flights home. We understand how frustrating this would have been and recognise that many of these delays happened when our customers were already at the airport.

“We would like to reassure customers that if they are currently overseas our TUI team will look after them and flights home provided. We will continue to update customers with more information and can confirm that if a return flight time has changed we will contact them directly 24 hours before departure.

“We thank our customers for their understanding and continued patience.”