TUI ‘tells customer she can still go on holiday’ despite local lockdown

A woman says it was a “nightmare” trying to cancel TUI flights to Greece after her local area was put into lockdown.

Christine Evans, from Cardiff, booked a trip to meet friends in Rhodes on September 30.

But after residents in the Welsh capital were told not to travel without a “reasonable excuse”, she put her holiday on hold.

Christine cancelled all of her travel arrangements – but claims to have run into problems when contacting TUI.

The travel firm, which she booked flights with, apparently told the holidaymaker that she could still jet off.

Christine told WalesOnline: "I called TUI and I told them I can't go because of lockdown, and TUI said 'you can’.”

Christine added: "I'm in a position where the Government are saying you can't go on holiday, and I have TUI telling me you can. It has blown my brain.

"It really shocked me. I had cancelled everything else I had booked for the trip, but it was a total nightmare when it came to the flights.

"Are they going to let all people from lockdown areas get off the plane in Rhodes? It needs to be sorted out."

The Welshwoman says she spoke to around eight different representatives before she was given the option to rebook her trip.

A TUI spokesperson has since clarified the company’s policy.

They said: "We’re sorry to hear that this customer can no longer travel and understand how disappointing this must be.

"We understand that there’s still a lot of uncertainty about travel plans this year, so we're being as flexible as we can.

"Any customers who cannot travel on their holiday as planned due to a local lockdown have the option to amend to any holiday currently on sale, free of amendment fees.

"If the customer wishes to cancel their holiday, we recommend that they speak to their travel insurance provider in the first instance.

"As the situation is constantly changing, we are closely following local authority guidelines.

"As Cardiff Airport remains open, and to allow those outside of the lockdown areas to continue to travel, our holidays departing from Cardiff Airport are continuing to operate as planned.

"We would like to remind customers to check Government guidance before travelling."

Source: Read Full Article