The boss of airline TUI has offered an explanation as to why hundreds of flights have been delayed and cancelled in recent weeks causing chaos at UK aiports. Managing director Andrew Flintham apologised to customers in an email on Monday night, admitting that the firm's "ecosystem is not working as it should be".
Holidaymakers have faced waits of several hours, long queues and issues with luggage handling among other things due in part to the travel industry struggling to cope with post-pandemic demand and staff shortages. The chaos has forced TUI into cancelling hundreds of flights from Manchester Airport until the end of June.
Mr Flintham insisted that issues such as this "are rare" and said the company has "learnt from what happened".
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Airlines are being hit by worker shortages following the national lockdowns as well as staff illness, which includes people testing positive for Covid and staying home, The Mirror reports. For airports, there are staff shortages across all areas including security staff and ground handlers, which slows down the process and creates delays.
Meanwhile, travel bans and strict entry rules kept Brits at home during the pandemic so it's no surprise that holiday-starved UK travellers are flocking to sunnier shores, leading to a surge of demand.
TUI's statement to customers in full
Mr Flintham's message to customers reads: "In recent weeks, you will have read in the news, or seen on social media, that the travel industry as a whole has been affected by delays and cancellations. I know that our customers work hard for their valuable time away, which is why we always do everything in our power to deliver a fantastic holiday.
"TUI holidays rely on a complex ecosystem of services. This includes our own pilots and cabin crew, as well as operational partners that cover things like check-in, baggage and catering. Alongside that, we work closely with air traffic control and airport security teams. Our planes cannot take to the skies when the ecosystem is not working as it should be.
"Over the first weekend of the May half term, the ecosystem experienced capacity issues that impacted some of our customers. In some instances, customers were subject to delays and – in rare cases – cancellations. These customers had a poor experience – for that, and the distress caused by the cancellations, I apologise.
"I would like to assure you that we have learnt from what happened, and we’re working closely with our partners to address the issues that caused the delays and cancellations. I’d also like to reassure you that situations like this are rare – this week, the vast majority of our flights have operated normally, and over 200,000 customers took off to enjoy their TUI holiday as planned. Our teams have been supporting customers who were affected in finding alternative holidays and processing any refunds due. And I can assure you that TUI would never leave you stranded overseas.
"I hope this gives you the confidence to look forward to your holiday with TUI this summer, or next time you travel with us. We can’t wait to see you soon."
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