The TUI couple’s claim for compensation after the Babymoon trip was ruined by the 24-hour flight hell

The couple had treated themselves to a week on the Spanish island to celebrate their pregnancy before their flight home was delayed and eventually cancelled, sparking 24 hours of hell

Airline delays caught up with Chris Goulding and Ceri Burns.
Airline delays caught up with Chris Goulding and Ceri Burns

A couple who were enjoying a trip to Lanzarote to celebrate the imminent arrival of their first child were left furious when their flight home was cancelled.

Seven months pregnant Ceri Burns and Chris Goulding, from Solihull, were first told the plane would be an hour late when they arrived at Lanzarote’s César Manrique-Lanzarote Airport.

Their wait quickly turned into chaos when stranded passengers began arguing with Tui staff when it became clear they would not be flying home.

The problems come after months of passengers’ nightmare journeys, including lengthy delays and cancellations.

Chris said: “Passengers began to get upset and argue with staff when it became clear those in the pen would not be boarding. Birmingham Live reports.

Passengers are tired of waiting for the plane home

Her flight was delayed and eventually cancelled

“Then we were told the plane had departed and we didn’t even have to scan our boarding pass. I asked the TUI representative to scan our passport as we had no idea if [our luggage] was on the plane or in the trolley on the runway.

“She came back and said grumpily that it was on the plane on its way to Tenerife. We were promised it would fly on to Birmingham and be there the next day.”

Ceri and Chris were put up at a hotel in Lanzarote but said there was no food or drink as the facilities were closed for the night. They claimed TUI said they would be reimbursed if they booked an alternative flight.

The couple had made the Babymoon trip to Tenerife

Chris added: “We couldn’t even change as our luggage was MIA, we showered and freshened up as best we could, borrowing deodorant from other stranded passengers and taking a taxi to the airport. We got on our plane and came home.

“When we returned to Birmingham Airport to collect our luggage after both flights from Tenerife and Lanzarote had arrived, we were told by airport staff that our bags weren’t there.”

The couple’s bags were eventually delivered to their homes and now they are hoping for compensation as they had to spend on taxis and various flights.

The couple hopes for compensation



“We’re trying to get a refund from TUI but they say they don’t recognize our booking reference,” Chris said. “We also want to be reimbursed for the costs of booked flights and taxis. I have completely lost confidence in TUI.”

A TUI spokesman said: “We would like to apologize to Mr Goulding and Ms Burns for changing their scheduled flight from Lanzarote to Birmingham on Sunday 12 June. We understand how disappointing and frustrating delays can be.

Unfortunately due to operational issues we had to change aircraft which resulted in a new flight being operated the next day. Overnight accommodation was made available to all customers.

“However, Mr Goulding and Ms Burns have made the decision not to travel on the rescheduled flight and their luggage has therefore been removed from the aircraft at Birmingham Airport.”

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