Mum-of-four slams TUI after family stranded in ‘mess’ at airport for 14 hours

Lisa Mason was furious as TUI passengers had to wait three hours to board the grounded plane before being herded back to the airport and left in the departures lounge in Cyprus

Lisa (far right) with her children Holly, 21, James, 9, Poppy, 16 and Daisy, 11, on holiday
Lisa (far right) with her children Holly, 21, James, 9, Poppy, 16 and Daisy, 11, on holiday

A mother of four has slammed holiday company TUI after her family had to wait 14 hours at the airport.

Lisa Mason and her children were due to fly back to Manchester after a break in Cyprus.

Arriving at Larnaca airport, they boarded the flight an hour late after being informed of the delay by travel company TUI, Stoke on Trent Live reported.

The passengers then had to wait three hours to board the grounded plane before being herded back to the airport and left in the departure lounge.

Lisa, from Wolstanton on the outskirts of Newcastle-under-Lyme, Staffordshire, has branded the situation hopeless and says she has “completely taken the shine off” the family’s first holiday since the pandemic.

The 47-year-old booked the holiday for herself and her children Holly, 21, Poppy, 16, Daisy, 11, and nine-year-old James with TUI in Newcastle city centre.







Passengers were left lying on the ground waiting all night for their flight home
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Picture:

STOKE GUARDIAN)

The problems began before the holiday when Lisa’s chosen return flight time was changed from 10.30pm to 1.30am the next morning.

Her outbound flight from Manchester was then delayed by two hours due to “baggage handling problems”.

Lisa said: “We had a lovely holiday but when we got to the airport to fly home there were people everywhere and no one knew what was going on.

“A Jet2 flight to Glasgow was canceled so some people from there were booked onto our flight. This caused an hour delay, but that was ok, we understood that.

“We got on the plane at 1:30 a.m. to take off at 2:30 a.m., but we sat there for three hours. Everyone asked what was going on. We were told there were technical problems.

“My daughter doesn’t like flying because she was devastated by all of this. Other people were really upset.

“It was boiling hot there. People asked for water but they said they were running low on supplies and no bottled water. All they could offer was wine, tonic water and ginger beer. They had nothing to eat but chips.







Larnaca International Airport is Cyprus’ main international gateway and the larger of the country’s two commercial airports
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“People got angry and TUI staff were angry too. They said they didn’t have enough staff.”

Lisa says the passengers were then told over the loudspeaker that everyone had to disembark and return to the airport.

She added: “We were then told we had to stay one more night and they would find us accommodation. They tried to find a place for 200 people.

“They then said the hotels were full. People called the hotels they had stayed in and were told they could return there, but Tui said if people made their own arrangements it would void their insurance.

“Then they told us they were flying another plane from Manchester to take us home. We were told various things – it was just ridiculous. Everyone was absolutely furious.

“We had to wait for hours, people were lying on the floor trying to sleep. There were elderly people, a woman with a six-month-old baby, two people in wheelchairs.

“We were just given a lot of misleading information, no one knew what was going on. We just got stuck.”

The passengers were eventually allowed to board another plane and took off at 3:18 p.m. local time – almost 14 hours after the scheduled departure.

Lisa says the pilot told them the flight was delayed because there weren’t enough crew members.

“The pilot informed us that the crew who had been there the previous night had worked too late and needed a 12-hour break between flights,” Lisa said.

“He said we weren’t even allowed on the plane and he thought we were all put up in hotels that night.

“It was an absolute mess. We were supposed to go to Turkey two years ago but due to Covid it was canceled and this was our first family holiday in a long time. It completely and completely took the shine off the holiday.”

TUI has apologized to the vacationers affected.

The company said passengers were given vouchers to purchase food and drink at the airport and their customer teams would be in touch with them regarding compensation.

A spokesman said: “We would like to apologize to our customers for the inconvenience caused by flight TOM2367 from Larnaca to Manchester which was delayed due to operational issues.

“The safety and welfare of our passengers and crew is always our top priority and we would like to thank passengers for their patience and understanding at this time.”

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https://www.mirror.co.uk/news/uk-news/mum-four-slams-tui-after-26888757 Mum-of-four slams TUI after family stranded in 'mess' at airport for 14 hours

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