A FUMING couple have slammed TUI for leaving their honeymoon “in tatters” – after the company already scrapped a previous family holiday.
Leanne Wigley, 42, and fiance David Walker, 41, from Salford, Manchester, were due to jet off to Cyprus but their plans were squashed in the wake of a major Microsoft IT outage.
Leanne Wrigley and David Walker slammed TUI for ruining their honeymoon plans[/caption]
The chaos in July earlier this year saw flights cancelled globally, as well as trains, banks and supermarkets plunged into mayhem.
TUI offered the pair, who share three children, the opportunity to re-book their family holiday a few days later.
They were also awarded £500 in vouchers to put towards another vacation.
Leanne and David decided to spend it on a honeymoon, after their upcoming nuptials in November, and planned to use them in combination with another offer.
This meant they would have knocked £750 off their bill – a huge amount when wedding planning.
But, despite being told the vouchers would arrive after 28 days, the couple were still empty handed nearly two months on.
It meant they lost out on securing their dream destination, as hotels and flights were rapidly snapped up.
Leanne and David were left scrambling to find alternative accommodation and journeys from Manchester Airport.
In the end they were left with the less desirable options of booking a longer holiday or travelling from a London airport instead.
This saw the couple forced to fork out more than they had budgeted for.
An “angry” Leanne told the Manchester Evening News: “I was really upset when I realised the hotels had gone. I was heartbroken.
“The £250 offer has also gone now, despite us being told it was being extended until the end of September.
“I keep thinking ‘we’re not going to get away’. If they don’t sort this quickly, we won’t do. I take some responsibility in that we were relying on the vouchers.”
The mum-of-three claimed if the vouchers had been delivered on time they could have avoided the “massive stress” during what was supposed to be “an exciting time”.
She also blasted TUI for how they handled the ordeal and claimed she was “disgusted by the level of customer service”.
After contacting the news outlet, TUI issued the couple their vouchers again with the original discount code.
A TUI UK spokesperson said: “We’d like to sincerely apologise to Ms Wrigley and Mr Walker for the delay in receiving their holiday vouchers.
Flight compensation rules
A look at your rights if a flight is delayed or cancelled, when your entitled to compensation and if your travel insurance can cover the costs.
What are my rights if my flight is cancelled or delayed?
Under UK law, airlines have to provide compensation if your flight arrives at its destination more than three hours late.
If you’re flying to or from the UK, your airline must let you choose a refund or an alternative flight.
You will be able to get your money back for the part of your ticket that you haven’t used yet.
So if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded.
But if travelling is essential, then your airline has to find you an alternative flight. This could even be with another airline.
When am I not entitled to compensation?
The airline doesn’t have to give you a refund if the flight was cancelled due to reasons beyond their control, such as extreme weather.
Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.
Some airlines may stretch the definition of “extraordinary circumstances” but you can challenge them through the aviation regulator the Civil Aviation Authority (CAA).
Will my insurance cover me if my flight is cancelled?
If you can’t claim compensation directly through the airline, your travel insurance may refund you.
Policies vary so you should check the small print, but a delay of eight to 12 hours will normally mean you qualify for some money from your insurer.
Remember to get written confirmation of your delay from the airport as your insurer will need proof.
If your flight is cancelled entirely, you’re unlikely to be covered by your insurance.
“We understand how frustrating waiting can be, especially when you’re excited to plan your next holiday.
“Our teams have re-issued the holiday voucher and as a gesture of goodwill we will honour the discount code that they had hoped to use.
“We’d like to thank them for their patience and understanding during this busy time.”
The family were entitled to vouchers after their trip to Cyprus was cancelled amid the Microsoft IT outage in July[/caption]
