Our flight from Lanzarotte to Bournemouth was diverted to Birmingham due to snow at Bournemouth. We all understand that weather is unpredictable, although there must be questions about whether the flight should ever have set off when most of the UK was affected by an amber snow warning. The real problem however was the woefully inadequate service once we had landed. Despite being diverted to an airport where Tui have a base and an appointed ground handling agent, we may as well have been at a military airfield with no customer facilities. Having landed at 22:35, we were then left in the baggage reclaim area for 2.5 hours with no seating, nor refreshments and virtually no information (“your bags are delayed due to operational difficulties”!). My case finally arrived on the belt at 01:10 – how can such a delay possibly be acceptable in a major airport?
Then outside, we were confronted with assorted hi-vis folk sending us in a host of different directions to various “onward transport options” with absolutely no coordination whatsoever. Why hadn’t the wasted 2.5 hours been used making a few plans for heaven’s sake? We got on a coach which finally arrived at Bournemouth airport at 04:40 on Monday – nearly 25 hours after I had arrived at Lanzarote airport. I finally got home at around 05:30 having had no choice but to drive home whilst very tired. At no point had I been offered any refreshments - not even water.
When I complained to Tui, they did nothing for the statutory 30 days – and then contacted my wife as the ‘lead traveller’ to advise her that they had received a complaint from one of her party but would not be responding as it hadn’t come from her! So, because the booking wasn’t in my name, my concerns are of no interest to them. Very poor!