The couple left the TUI plane “sweating” for FOUR hours and had to cancel their £2,000 holiday

Joanne and Andrew Thornton-Cartwright, from Kingswinford, canceled their all-inclusive holiday to Cape Verde when their TUI flight was delayed by 26 hours

Crowded baggage hall at Birmingham Airport after passengers spent
Crowded baggage hall at Birmingham Airport after passengers spent “four hours on a hot plane”.

A couple have been forced to cancel their £2,000 luxury holiday after breaking a sweat on a TUI flight that was delayed 26 hours.

Joanne Thornton-Cartwright, 51, and her husband Andrew, 54, were due to fly from Birmingham Airport to Cape Verde for the holiday of a lifetime.

The couple were among TOM704 passengers who sweated for four hours without air conditioning while waiting to take off on May 21 for their all-inclusive getaway.

They were then told to disembark and that their Saturday flight would be delayed to the next day due to “technical and operational issues,” reports said Birmingham Live.

But when they returned to the airport for a scheduled 1.40pm departure on Sunday, passengers faced even more delays as the plane took off a further four hours later.

Joanne, from Kingswinford, West Midlands, said the experience worried her enough that she canceled the entire trip and asked police to escort her back through security.

Joanne and Andrew Thornton-Cartwright have canceled their holiday after nightmarish delays


Joanne Thornton Cartwright)

She said: “It’s been a nightmare since the day we booked it.

“We booked in January and paid £185 for extra legroom seats, which TUI have changed several times.

“We had to keep calling to sort seats and had further problems at the airport when we were told our row had changed again.

“The flight was constantly delayed, it kept being postponed and postponed.”

Passengers sat on the baggage carousel and “slept” on the floor as they waited hours for their luggage at Birmingham Airport on May 30


Twitter @carolinelouisee)

The plane finally took off 26 hours late


BPM media)

When the passengers were finally told to board the plane, Joanne said she and her husband were told their names weren’t on the list.

“I thought, ‘What on earth?’ but the manager came and sorted it out,” she said.

“As soon as we got on the plane, we were stuck there for almost four hours with no air conditioning. Everyone was super hot.

“We could see engineers getting on and off the plane.

“Then we got a text message that the flight didn’t go that day and we all had to get off as TUI would put us up in a hotel.

A TUI Boeing 737-800 taxiing to a gate at Innsbruck Airport


SOPA Images/LightRocket via Getty Images)

“We waited forever for our bags, waited almost two hours for a bus, until we finally took it upon ourselves to take a taxi to the hotel.

“We were told we would arrange dinner but after waiting in line for an hour there was nothing left.”

The airline TUI has apologized to customers and said crew members offered “every possible assistance”, including water supply.

As passengers returned to the airport the following day, Joanne said there had been “drama again” with further delays to the flight.

She said: “We sat in departures and the flight time kept getting pushed back.

“By that point I was so stressed that I had a panic attack at the airport. I said to my husband, ‘I’m not going, get me out of here’.

“We had already lost almost two days of our seven day holiday and there was no guarantee that the flight would even depart that day.

“I was so upset that I went to the police and said, ‘Can you help us get out of here?’

“I’m disappointed. We were looking forward to this holiday after a difficult year, but it was an absolute nightmare.

“All week we’ve only thought that we should be on the beach now, but instead we’re sitting in England in the rain and cold.”

TUI confirmed that customers who were given the option to cancel their holiday due to delays would receive a full refund.

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A spokesman said: “We would like to apologize to customers traveling from Birmingham to Sal on flight TOM704, which was unable to depart as scheduled on Saturday 21 May due to technical and operational issues.

“Our crew offered every possible assistance during the flight before everyone disembarked safely.

“All affected customers have been offered accommodation and meals and we have been in regular contact with them, advising them of their changed departure time as soon as possible.

“The safety and well-being of passengers and crew is always our top priority and we would like to thank passengers for their patience and understanding.

“Customers on this flight are entitled to compensation as per regulations and have already been provided with information on how to make a claim.

“Customers who have been given the opportunity to cancel due to delays will receive a full refund, they have received communications to this effect.”

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