airport to help and in the end I had to book a flight two days later from Dubrovnik, plus a hotel for two nights.
Once we were home I put in a claim to Tui for our out-of-pocket expenses which included taxis, new flights, hotel and food. It said it would pay for the flights and taxis but the rest was down to easyJet. EasyJet refunded our original flights and finally agreed to pay for the meals but has refused to pay £230 for our accommodation because it was “a private arrangement”. Can you help?
Karen Burge
One of the main reasons we’re advised to book packages is the promise of help if things go wrong. That obviously didn’t happen here but it was easyJet’s responsibility to pay for your hotel stay as long as the cost was reasonable. It has now apologised for the delay in processing your expenses, admitted your hotel claim was refused due to an “isolated manual error” and paid up; it is also looking into the lack of customer service at Tivat.
Tui decided to offer you an apology for the inconvenience and £200 as a gesture of goodwill. It has also changed its policy on flight-cancellation support. A spokesperson said: “When a third-party airline cancels a flight, in the first instance a customer should source an alternative with the carrier. However, we recognise that support is often needed in circumstances where things don’t go to plan. As a result, we now have a dedicated team to assist customers who are travelling on partner airlines which was set up in October 2024. So Tui customers can now expect help with rebooking.”