The TUI crew was due to be replaced during the stop in Tenerife. Instead, passengers said they arrived at a largely deserted airport. The flight was then delayed overnight and passengers were taken to hotels on the island, one passenger told the Liverpool Echo.
A TUI representative told Insider that the airline had arranged hotels, transport, and food for all the passengers. The passenger told the local news outlet:"The communication and co-ordination from TUI was embarrassing. We were not told where we were going. It was very disorganised and chaotic. There were about 150 of us and some people were visibly distressed and trying to organise plans back home."
A spokesperson for TUI told Insider:"We understand the frustration of customers on flight TOM439, who were delayed overnight in Tenerife." They said:"We do our best to ensure customers get to and from their destinations on time, and we'd like to apologise for this inconvenience. Situations like this are rare, and we thank customers for their patience and understanding.
BISouthAfrica How can you ruin the flight for hours and not safety first?
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