Hundreds of TUI passengers left "abandoned" for three hours on a plane resorted to calling the police to rescue them. The grounded flight at Manchester Airport, bound for Tenerife, was initially hit with a delay, before frustrated holidaymakers were escorted off by police after some had become disruptive.
The incident occurred on Sunday (May 29) with footage emerging showing the pilot telling stranded passengers, "Swissport have abandoned us". Swissport is a company providing airport ground, lounge hospitality and cargo handling services. Adam Wyczalkowski, 22, who was set to travel to the sunny island with friends for a four-night break, said travellers were stuck on the tarmac until 10pm, when police arrived.
Speaking from the chaotic scene, Mr Wyczalkowski said : "The flight was meant to leave at 5.50pm, but we were late getting on board in the first place which was around 7pm. We were told the bags would need to be loaded by Swissport, but then we heard they had only half loaded them onto the aircraft.
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"We were then told all the staff had then disappeared, and the captain told us all that due to crew hour regulations, the flight might get cancelled in the end. Eventually they made another announcement that there had been no communication about us getting off the plane because there were no staff available to let us off. There are so many kids on here and families excited to go away for half term.
"People are just getting so frustrated and angry. It is so hot and there is no air con and we were only offered a complimentary drink. There was not a single member of staff in sight, so the captain informed us they will be calling the police in order to let us disembark."
TUI since confirmed that the flight had been delayed due to "operational issues". All customers were given a hotel overnight stay and a new departure time the following day.
A TUI spokesperson said: "We’d like to apologise to customers travelling on flight TOM2106 from Manchester to Tenerife on Monday, May 30, which was unfortunately delayed due to operational issues. We were in contact with affected customers, offered overnight accommodation and meals where needed, and advised them of their new departure time as soon as we could. This flight is now due to depart this evening.
"The May half term holidays are always an incredibly busy period with many customers looking to get away, and this year is no different. We’d like to apologise again for the inconvenience caused and we thank customers for their understanding and patience during this time.”
A Swissport spokesperson apologised for their "part in any delays" and said that the rise in flight volumes following the pandemic was "exacerbating resource challenges" across the industry. A statement said: "While the return in flight volumes after the serious impact of the pandemic is undoubtedly a positive development, it is also exacerbating resource challenges across the aviation industry, including at Swissport, especially at a busy period of holiday travel. We are very sorry for our part in any delays and disruption passengers have experienced.
"We’re doing everything we can to address our role in meeting our resource challenges, welcoming over 2,000 new colleagues since the start of the year, and we continue to work with our partners to identify contingency measures and improve baggage and aircraft turnaround times.”
Manchester Airport Group released an updated statement yesterday, May 31, adding that after "extensive discussions" with TUI and Swissport "it is clear they are experiencing temporary staffing shortages".
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