The family’s dream holiday turns into a 43-hour delay nightmare after TUI axe flights

Mum Kelly Ann MacKinnon, from Govan, was furious after she claimed her family endured a 43-hour nightmare when planes were “indefinitely delayed” and they felt “sick, devastated and heartbroken” after the whole ordeal when they finally came home

The children slept on the airport floor during the enormous delay
The children slept on the airport floor during the enormous delay

A family’s dream trip to Spain ended in a nightmare with a 43-hour delay and being put up in a ‘dirty’ hotel after TUI canceled their flights.

Kelly Ann MacKinnon and her children Layton, 9, and Amelia, 11 months, from Govan, traveled from Manchester to Andalucia on Wednesday May 18 for an idyllic family holiday on the Costa del Sol with husband Kevin.

Kevin had been in Seville for the Rangers’ Europa League final earlier in the week and after the reunion the family enjoyed a perfect week in Benalmádena – before flight delays and one hell of a hotel stay ruined the trip, reports said GlasgowLive.

Things took a turn when Kelly Ann, Kevin and their children attempted to fly back to Manchester with airline operator TUI on Wednesday May 25.

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The nightmarish journey home began at Malaga airport


Kelly Ann MacKinnon)

The family said they arrived on time for their 11.10am flight home, but less than an hour before scheduled departure, the flight was delayed “indefinitely” before being canceled later that day.

During the seven-hour wait at Malaga airport, the family received two text messages from TUI apologizing for the “infinite delay” of their flight and were offered meal vouchers worth €12 per person.

But the family of four only received three coupons as little Amelia didn’t qualify.

Kelly Ann said: “They refused to give my daughter one as she didn’t have her own seat.

“She is 11 months old and still needs to eat. We’re just grateful she’s still breastfeeding, otherwise it would have been worse.”

The vacation was a happy dream until it was time to go home


Kelly Ann MacKinnon)

Eventually, TUI sent the family to a hotel near the airport for the night, where a ‘dirty’ swimming pool was said to have welcomed the family.

The kids even developed a “rash” after taking a bath, claims furious mum Kelly Ann.

The 35-year-old said: “It looked good at first but after letting the kids cool off in the pool after being stuck at the airport all day, they both came out covered in a rash!

“The pool was dirty and the food was shocking.”

To make matters worse, Kelly Ann said holiday provider TUI was supposed to offer a drink with dinner – but she and husband Kevin “had to fight over” water.

She said: “Our holiday was great until we tried to get home on Wednesday. We booked everything through TUI and flew from Manchester as those were the only flights we were able to get in time for the game.

“Our holiday dates were from May 18th to 25th, but the return flight was not until May 27th.

“TUI is an absolute joke of a company.”

Kelly Ann said after TUI moved the family to a hotel on Wednesday afternoon they had not heard from holiday providers for a further 24 hours – and would have to be informed of any further flight delays by staff at the hotel.

She said: “We haven’t had any contact from TUI at all. It was the hotel that advised us to stay there one more day.

“The one representative who got to the hotel after being over 24 hours late was hopeless and actually ran from me as I was speaking.

“She admitted they knew the flight was delayed before they first checked us in on Wednesday morning, but wouldn’t tell us why.

“I asked what would happen to the compensation, especially since our car was parked in the meet and greet car park in Manchester and she ran away from me.”

The family then returned to Malaga airport on Friday to catch their flight home, but were again faced with a seven-hour delay.

Kelly Ann said: “We were picked up from this hotel at 00:30 on Friday to be confronted with delays again. Our flight didn’t leave until 7:30 am.”

This time, however, the family was not offered an overnight stay or meal vouchers.

She said: “No shops were open in Malaga. We were only given a bottle of water and Pringles when the plane took off.

“When we finally got back to Manchester Airport, we had to wait three hours to get our bags back.”

When the family returned to Glasgow at 7.30pm this Friday, they had been out for over 12 hours and were “sick, devastated and heartbroken”.

Kelly Ann said: “I have since received an email saying that due to the delay we are entitled to £350 per person and a £200 voucher which is of no use as I don’t feel safe would fly with them again.

“We were delayed twice, so I think we should get the government’s standard claim at least twice.

“It doesn’t seem to matter if you’re three hours late or 46 hours late, you get the same amount.

“We encountered additional costs for being away for two extra days, we had to buy clean clothes and diapers for my daughter.

“My husband lost two days of work. Also, we had to drive back to Glasgow without sleep.”

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A TUI spokeswoman said: “We would like to apologize to customers traveling from Malaga to Manchester on flight TOM2301, which was unable to depart as scheduled on Wednesday 25 May due to operational issues.

“All affected customers have been offered social vouchers, accommodation and meals while we work through a new flight schedule.

“We were in regular contact with customers and informed them of their new departure time as soon as possible.

“The flight departed for Manchester on Friday 27 May at 06:27 local time.”

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