Mum’s £2,500 TUI Holiday Cut Short After Being Banned From Return Flight

Holly Simons, a mother from Exeter, Devon, has revealed her distressing experience with TUI that forced her to cut short her family holiday to Greece and incur unexpected expenses. The family had paid £2,500 for a trip departing from Bristol Airport on June 11, but their return journey was abruptly canceled.

The trouble began on the outbound flight when Holly, seated near the rear lavatory, was overwhelmed by a queue of about 25 passengers forced to use that bathroom due to a malfunction at the front of the plane. Suffering from anxiety and prone to panic attacks, Holly was triggered by the crowding and confined space.

A flight attendant offered her a seat at the front to help her calm down, but this caused further issues. Holly recounts that another crew member confronted her aggressively, insisting she return to her children at the back and threatening to charge her for the front seat. Despite her pleas that she was experiencing a panic attack, staff reportedly insisted she move back.

After landing at Ippokratis Airport in Kos, Holly met with a TUI representative who promised to log her complaint and help her enjoy the stay. However, on June 15, Holly was shocked to receive an email stating she and her children were banned from the return flight on June 19 due to “conduct and behaviour” during the outbound journey. TUI’s policy allows them to refuse service with no refund or compensation and does not offer an appeals process.

Despite having boarding passes for the return flight, Holly’s complaints were reportedly ignored, while the flight attendant’s complaint was recorded. She described the immense stress and anxiety this caused, including suffering another panic attack while abroad. Supportive friends sent her money to help cover the costs of booking alternative flights home.

The added expenses drained Holly’s savings, which she had accumulated over a year for the holiday. She had to cut her trip short, leaving on June 17 instead of the planned June 19, paying approximately £500 extra for new flights. The financial and emotional toll of the ordeal has left her disappointed and frustrated with TUI’s lack of communication.

TUI declined to comment on the situation when approached for a response.