Compensation issues for passengers on delayed Bournemouth TUI flight

As reported, the TUI flight from Tenerife was scheduled to land at Bournemouth Airport during the early hours of Saturday, July 2. 

But due to “operational issues” the plane had to land at London’s Gatwick Airport, near Crawley, West Sussex, 110 miles away. 

The flight was due to land at Bournemouth Airport (Image: Charlie Rogers)

It is now claimed that passengers on the flight are not being offered any compensation for the delays, which TUI say lasted for 10 hours – seven hours longer than the three hour threshold to claim for compensation. 

Passenger on the flight, Marc Pearce said: “We were told that the flight from Corfu affected our flight and that there would be delays in getting the plane to Tenerife.  

“I’m also told the other two flights from Tenerife and Rhodes the two weeks before received compensation from TUI. I’ve not had any. 

The flight ended up in London's Gatwick Airport in West Sussex

“I can’t get hold of anybody at TUI on the phone, but the email they gave to me was a standard reply. 

The crew’s attitude on the plane was very much ‘we are in the same boat. Please be kind to the staff.’ 

”I did a complaints form to TUI, but they didn’t seem too worried.” 

In an email to Mr Pearce, TUI said that compensation is offered to passengers of flights which are delayed by more than three hours, but only if the delay wasn’t caused by ‘extraordinary circumstances.’ 

TUI also told Mr Pearce that the delay was down to Air Traffic Control restrictions which affected the previous flight getting to Tenerife on time, and that reason falls under an 'extraordinary circumstance'.

But Mr Pearce argues that it isn’t fair TUI are handing out compensation to passengers on other flights which experienced the same issues as his flight.

He described it as “very strange” and TUI are “not treating their passengers very well.” 

He added: “My argument is it has happened for three consecutive weeks, we should be entitled to compensation on the third flight. 

TUI say they won't offer compensation as the delay was an "extraordinary circumstance" (Image: Stock image)

A spokeswoman for TUI said: “We’re really sorry that customers on flight TOM6597 from Tenerife to Bournemouth were delayed and diverted. 

“The diversion to London Gatwick was due to operational closures at Bournemouth and was the most suitable and quickest available route back to the UK. 

“We provided onward transport for all customers to Bournemouth and they were kept updated. 

“As the delay was over 3 hours customers can make a claim for compensation using the following link - TUI Holidays | Discover Your Smile and the relevant team will investigate and respond accordingly.”