A WOMAN claims her disabled mother was refused a glass of water on a nine-hour TUI flight.
The lack of hydration left Natalie Williams, 49, unable to take vital medication – but staff on board simply blamed Covid.
Her daughter Ellie Fisher, 23, was outraged at the treatment and the bad excuse, saying they ruined her once-in-a-lifetime trip to the Caribbean.
The couple only found out about the airline’s strict coronavirus protocol half an hour after flying to the Dominican Republic.
TUI reportedly informed all passengers shortly after takeoff that they would only be serving drinks once due to the pandemic.
Holidaymakers were reportedly offered a cup of water or juice with their planned meal – but no other refreshments were offered.
Ellie was furious as there seemed to be no advance warning of the rule on the TUI website or anywhere else during the booking process.
Had they known, they would have been better prepared as Natalie has to take medication regularly on a daily basis.
And even she, they explained, had to take pills, the cabin crew refused to make an exception.
Ellie, from Kingston upon Thames, Surrey, said: “We were really excited when we arrived at the airport to finally be able to go away after all the restrictions imposed by the pandemic.
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“But when we got on the plane they told us they would not be serving drinks outside of the scheduled meal time because of the risk of spreading Covid.
“Nobody had told us that before, so we didn’t think about getting water at the airport after going through security.
“Mum has to take medication regularly so it was obviously stressful to hear that, but I never in a million years thought it would become such a big problem.
“When we politely asked for a small cup of water so she could swallow her medication, we were rudely told no and had to wait until landing.
“It was a nine hour flight and my mother was extremely anxious and uncomfortable.”
She continued: “The way the staff have behaved has been inhumane – how they would not make an exception to the rule in such circumstances I don’t know.
“The consequences could have been dire.”
Natalie and Ellie, who say they spent the entire flight with just one drink and dinner, arrived at their destination on January 11 thirsty and extremely irritable.
When they returned to the UK a week later, the rules were still in force but thankfully this time they knew what to expect and came prepared with a bottle of water.
Information on TUI’s website states that customers are given a water cup on their tray when food is served on long-haul flights, and water is also provided between meals.
A TUI Airlines spokesman said: “We are aware of these claims and take reports of this nature seriously.
“We continue to investigate the claims as no record of this incident has been found.
“We are in contact with the customer and will continue to offer our full support.”
https://www.thesun.ie/travel/8634236/mum-refused-drink-water-tui-flight/ My mother was denied a sip of water on a 9 hour TUI flight