Shelly Curtis, in her group of 11, had planned to travel to Turkey for her 60th birthday but were told they could not go, even though their suitcases were loaded onto the plane
(Image: Shelly Curtis)
A family has blasted their ‘holiday from hell’ after being stranded at an airport and told they could not travel.
One of the group was a pregnant woman who was forced to wait for hours without a seat.
The Curtis family arrived at Luton Airport ahead of a package holiday to Turkey for her 60th birthday, but were told just 30 minutes before departure that their holiday would not go ahead.
The group of 11 included Shelly Curtis, who was 28 weeks pregnant and despite having a baby, was forced to stand and wait for hours in Luton, sources say.
The London family also complained that when they contacted their holiday provider TUI for a refund, they were told they would not receive a refund.
Instead, the family alleges TUI told the family to “go to court” if they wanted their money back. MyLondon reports.
While TUI is now processing a refund that can take seven days, the family say it’s not good enough and they can’t afford to go back on holiday after additional costs like taxis and airport travel.
They had booked a 60th birthday package through TUI and were looking forward to seven nights in Bodrum, Turkey from 23 May, but those plans were soon dashed.
Upon arrival in Luton, the family claim that the notice boards for their easyJet flight showed an hour and a half delay.
This then changed to boarding and they proceeded to the gate.
Their suitcases were even loaded onto the plane, but there was soon an announcement that they didn’t have enough cabin crew to take all the passengers to Turkey.
Leah Curtis, one of the 11, explained what happened after they were told they would not be able to board the flight, dashed their hopes of a holiday abroad.
The mother said: “We were then taken down a flight of stairs in a huge bundle where an easyJet ground staff member handed out a piece of paper and told us to check the app to change our flights.
“The app didn’t work, we asked her what she can do and she said there was nothing she could do and that we should get our bags and stand in a queue at check-in.
“We queued for an hour and a half to be told there were no alternative flights this week.
“Then we asked again what should we do? Her response was that I told you everything I know.
“I can not help you. I asked for someone who can and she told us there is no one.
“My sister is 28 weeks pregnant, is at high risk and has not been offered a chair.
“We had three young children who were upset and upset when we were stranded in Luton for four hours.”
Richard MacGregor/PA Wire)
After spending four hours at Luton Airport, the family decided to leave at 9.30pm.
The family say TUI told them they were at the top of their call list and offered them a full refund the next day, but that didn’t happen.
When the family didn’t receive a refund, Leah took matters into her own hands.
“I went to TUI Crayford at 9:00 (they couldn’t help it) and TUI Bluewater at 10:00 and sat there until 2:30 and got nowhere,” she added.
“They had no alternative holidays to offer us.
“We were left alone for an hour while the manager conducted a debriefing meeting with a member of staff and pretended that she was backhandling our request.
“Then we got a call at 4.30pm from TUI Swansea who, when we asked what other bank holidays they had for us, said ‘I’m not a salesman, you’ll have to check yourself’.
“She then changed her mind and said we could book your holiday on June 6 for an extra £1500 (we would have to pay) in which we explained it was not our problem.
“We told them we paid for certain dates and you don’t offer us a holiday within our dates, we don’t have the funds to pay more.
“She explained that there was nothing more she could do.
“She said we can cancel and they will give us a refund but we don’t want that.
“They have to take responsibility for what happened and all the extra costs it caused us (loss of earnings/cabs/parking/Covid testing etc etc)”
AFP via Getty Images)
The family now say TUI cost them far more money and time than a refund will cover.
They say they paid for a holiday they didn’t get and want compensation from the company, which has now said they will get a refund – but the family say it’s “too little, too late.” “.
“We paid for a vacation and didn’t get what we paid for,” Leah continued.
“We are home now when we should be in Bodrum.”
Photo only via Getty Images)
A TUI spokesman said: “We are very sorry to hear of the Curtis family’s experience and understand how upsetting this will have been.
“Your holiday was affected by a flight cancellation on the same day by another airline, which unfortunately is beyond our control.
“Our team did their best to find an alternative TUI flight for customers but none was available.
“We can confirm we have been in contact with customers and a full refund has been processed.”
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An easyJet spokesperson said: “Unfortunately we were unable to operate EZY2233 from Luton to Bodrum on 23 May due to restrictions imposed by air traffic control earlier in the day which resulted in the crew reaching their maximum operating time.
“We very much regret this late cancellation.
“We always strive to minimize the impact on our customers by offering them the option to transfer to an alternative flight for free or receive a refund or voucher.
“Our client team is in touch with the family to discuss their options.”
https://www.mirror.co.uk/news/uk-news/familys-holiday-hell-pregnant-woman-27099808 The 'Family Vacation from Hell' as a Pregnant Woman 'Without a Seat for Hours'