Travel agency Tui has written to customers promising it has learned of delays and cancellations that have ruined the mid-May holiday for many travellers, in a bid to boost confidence ahead of the period. summer reservations key.
The company has again apologized for the disruption of plans, as it prepared to be questioned alongside other industry representatives on Tuesday by MPs from the Commons Affairs Select Committee which reviews flight cancellations and compensation.
A Tui spokesperson said customers who had been affected by the cancellations were making new bookings and while there were no more customers than usual canceling their holidays, new bookings had been lower. in the whole sector.
“Travel is a game of trust; we are seeing great returns in travel,” she said, saying bookings should strengthen again once passengers feel reassured about the safety of their travel plans for the summer.
Tui UK managing director Andrew Flintham has written to customers to explain that the company relies on a complex ecosystem of services, including its own pilots and cabin crew, as well as operational partners who cover check-in, baggage and catering, and air travel. traffic control and airport security.
“During the first May midterm weekend, the ecosystem experienced capacity issues that affected some of our customers,” Flintham wrote. “In some cases, customers have experienced delays and, in rare cases, cancellations. These customers had a bad experience – for that, and the distress caused by the cancellations, I apologize.
“I want to assure you that we have learned from what happened and are working closely with our partners to resolve the issues that caused the delays and cancellations.” He said this week that the vast majority of Tui’s flights had operated as normal, sending more than 200,000 customers on vacation.
Hundreds of flights were canceled by airlines during the mid-term break which coincided with the four-day Jubilee bank holiday weekend, as they struggled to cope with a surge in demand. Carriers and airports have laid off tens of thousands of people during the pandemic and have been slow to recruit more staff, with some moving to other industries and others lost to Brexit.
The company’s teams help customers find alternative vacations and process refunds. “And I can assure you that Tui would never leave you stranded overseas,” Flintham wrote.
A spokesperson for Tui said the problems mainly affected the UK, but not Germany or the rest of Western Europe.
The email, sent on Monday evening, preceded a hearing organized by the Business, Energy and Industrial Strategy Committee on the chaos facing passengers at mid-term, where the leaders of Tui, British Airways and easyJet will be questioned by deputies. The hearing begins later Tuesday morning. EasyJet, Britain’s largest carrier, has had the most flight cancellations.