Extremely poor experience with TUI
I had a terrible experience with TUI on flight OR1611 from Lanzarote to Rotterdam on 22–23 March.
First of all, I booked my flight with destination Amsterdam, and the day after they changed it to Rotterdam, adding 1.5 hours of extra public transport.
My flight was cancelled. I received the cancellation SMS at 18:00, and they told me to wait while accommodation was being arranged. Three hours later, at 21:00, they informed me there was no accommodation for me. No hotel, meals, or transport were provided, even though other passengers were given rooms, and a fellow passenger later told me that rooms were actually still available at that hotel. I had to pay for my own hotel.
During the whole process, a staff member ignored me when I tried to give my name for a hotel room. Another girl traveling alone, who turned out to be a minor, was also completely lost and denied a hotel.
All announcements and information were in Dutch only, making it impossible to understand what was happening. Even during the flight the next day, all communication was only in Dutch, despite it being an international flight.
Even the replacement flight the next day was delayed by more than 2 hours.
TUI’s handling was completely unprofessional, unhelpful, and stressful. Passengers deserve clear communication, assistance, and support. TUI failed completely.
