Tui’s maximum for stranded travelers is less than £40 per night in Barbados.

Tui informed passengers stuck in Barbados due to a vehicle hitting their aircraft that they were only eligible to receive €180 (£153) per household for expenses such as lodging, food, and alternate transportation.

For a group of four people, the cost would be less than £40 per person for one night’s stay and all meals on one of the priciest Caribbean islands.

Passengers who were unable to continue their journey due to their cancelled flight back to London Gatwick on Thursday night were informed of the restrictions. The plane, a Boeing 787, was getting ready for departure when it was hit by a ground service vehicle.

The distressed plane’s passengers were onboard for approximately five hours. At first, they were reassured that the airline was arranging for hotel accommodations. However, Tui was only able to secure lodging for the flight crew, families with young kids, and elderly or disabled travelers.

The remaining individuals were left to either attempt to sleep on chairs at the Barbados airport or to find and pay for their own accommodations at a hotel.

Tui sent a message to stranded passengers stating that they will provide reimbursement of €180 per household for any necessary extra expenses incurred for travel, meals, or accommodation, if suitable accommodations are found.

One traveler, Toni Agland, successfully secured lodging. She posted on Twitter: “Upon checking into our hotel, we were notified that Tui would compensate €180 per household for lodging, meals, and transportation expenses!”

“Did anyone at Tui attempt to make a reservation for a hotel in Barbados for €180? The level of communication has been extremely inadequate and the helpline was of no assistance.”

In a subsequent communication to customers who were stranded, Tui raised the maximum amount to £180, or £45 per person for a family of four.

Last Friday, the most inexpensive accommodation for two people was priced at £135 at the two-star Pirate’s Inn near the main city of Bridgetown on the island. Taking a taxi to and from the hotel would incur an additional cost of at least £50, which exceeds the second spending limit set by Tui – and this is even before any meals are factored in.

According to regulations for air travel within the UK, when flights are cancelled, airlines must offer lodging, food, and transportation as needed. The Civil Aviation Authority (CAA) states that airlines are responsible for providing these essentials until passengers are transported to their intended destination, regardless of the cause of the delay or how long it lasts.

However, in numerous instances, the airline that cancelled the flight transfers the responsibility to the passengers who are now stranded.

According to the CAA, there are instances where airlines may not be able to provide care and assistance to all passengers, especially during significant disruptions when their staff is overwhelmed.

“If this situation occurs, you have the option to arrange for adequate care and assistance on your own and request reimbursement later. In the event that you have to cover expenses, make sure to save all receipts and do not exceed reasonable expenses.”

According to the CAA, the airline is permitted to offer guidance on reasonable expenses. However, as Tui has done twice, it is not allowed to mandate the maximum amount that can be reimbursed.

Tui stated that there is no longer a limit, after being contacted by The Independent regarding the holiday company.

The CAA spokesperson stated that limits on benefits, spending, and self-rebooking charges could result in customers losing money or being denied their rights.

“We are happy that Tui corrected an error in their system and expressed regret for any confusion it may have caused to consumers.”

Tui generated nearly €1 billion in profits for the fiscal year ending in September 2023.

Listen to Simon Calder’s travel podcast on Tui’s cancellation and subsequent behaviour

Source: independent.co.uk