Honeymoon couple said they couldn’t board TUI flight just 25 minutes before take off

A husband and wife have been left devastated after learning they couldn’t fly together on their dream honeymoon moments before the plane took off. Recently married Alex and Willow Rymer were eager to fly to Cape Verde from Manchester Airport when the drama unfolded.

As they tried to board the plane with TUI, they and 24 other people learned the flight had been overbooked, reports the Mirror. They were not informed of the situation until 25 minutes before departure time.

It had been a difficult trip for the couple to plan as Alex, 52, is full-time carer for his 94-year-old mother who has dementia. They were again disappointed because the refund offered to them by TUI covers the amount they paid two years ago and does not take inflation into account.

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Alex, from Harrogate, said: “We have the cat in the cattery, my mum has dementia and we had to arrange care for her. Family members have taken time off to look after her. I am my 94-year-old full-time carer of my mother and this was my respite week.

“TUI doesn’t give a damn. It’s the lack of care.”

The couple had booked a stay at the TUI BLUE Cabo Verde resort after three previous visits. They had already delayed the trip for a year after the Covid pandemic forced their wedding to be postponed.

Alex had called the TUI helpline the day before departure after an error message appeared when he tried to check in online. His first call lasted 25 minutes before the line was cut, but he managed to speak to a customer service representative on a second attempt which took 54 minutes and was told to print out the credit cards. boarding at the airport.



Alex and Willow Rymer on their wedding day

However, after Alex and Willow waited two and a half hours in the Manchester Airport departures hall and had already checked in their bags, they were alerted by a tannoy message asking them to find a member of TUI staff. . It was then that they were told the flight was full as the plane had been replaced with a smaller model.

Alex said: “They said only six of us weren’t contacted before we got to the airport. We said it was outrageous and they should know before. They didn’t weren’t interested.”

The Rymers are now trying to be compensated for the trip, including staying at the hotel they booked at the airport for the night before and parking. A TUI spokesperson said: “We would like to apologize for the inconvenience caused to our customers on flight TOM586 from Manchester to Sal, Cape Verde on Sunday May 22 who were affected by a change in aircraft due to operational issues.

“We contacted affected customers as soon as we became aware of the change, offering the option to cancel their holiday for a full refund, modify their holiday with an incentive or change flights. We understand how difficult this will have been. frustrating and disappointing. and we are truly sorry for the inconvenience caused.”

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