In January 2022 we booked a package holiday with TUI online to Thessalonika to join our family for a 7 day get together in the same hotel. TUI cancelled our holiday 4 days before departure due on 6th June2022. This was due to problems at Manchester airport. Therefore we had to hastily book another flight from Heathrow to get us to the hotel on time. Unfortunately we could only stay for 6 nights at the hotel In Thessalonika because they were booked up. The rebooking of our planned holiday incurred extra costs with return rail fares and an overnight stay at Heathrow Terminal 5. Although we received a full refund from TUI we still had to pay additional costs to ensure we could get to our destination for the planned week.
The process for claiming flight compensation under Regulation EU261 was extremely difficult. We had to complete five applications as each time Tui either stated our passenger names or flights could not be found despite that information being included in their booking confirmation. Eventually we received compensation regarding outward flights. We were unable to complete an online form for return journey as the web site did not work. Tui offered us £400 in credit vouchers for another holiday. We found this unacceptable as our out of pocket expenses exceeded this amount. It was extremely difficult to make a complaint and the whole process from cancellation to date continues to be very stressful. Tui needs to improve their communication systems because the telephone network is appalling causing frustration and increased stress.