London Daily

Focus on the big picture.
Friday, Aug 28, 2026

Cancelled flights: Tui customers angry over handling of travel misery

Cancelled flights: Tui customers angry over handling of travel misery

Passengers have expressed fury over what they see as poor treatment after travel giant Tui axed dozens of flights amid continued misery at UK airports.

Chris Thompson, whose flight home from Turkey was cancelled minutes before departure, told the BBC that Tui's organisation was "absolutely abysmal".

About 34,000 customers were told their June holidays out of Manchester had been axed, some in overnight emails.

Tui apologised and said the vast majority of its flights were operating.

"We understand that last minute cancellations are incredibly disappointing and we would like to reassure our customers that we are doing everything we can to get them on holiday as planned," it said.

Other airlines, including EasyJet and British Airways have also cancelled flights, amid staff shortages and other issues that have coincided with rising demand for foreign travel after the pandemic.

Mr Thompson, who is on holiday with his wife and three children in Izmir, Turkey, said the family were told their Tui flight home had been cancelled after they had already got through passport control.

The family were put up in a hotel on Tuesday night after spending more than five hours at the airport and were told they could get a flight back to Manchester at 16:00.

"Not knowing what's going on is becoming frustrating," he said. "The Tui number is constantly engaged."

He was later given a new estimated flight time of 02:20 on Thursday.

Chris Thompson said the disruption was "an absolute shambles"


Steve Butcher, from Gravesend, was due to fly on holiday to Paphos, Cyprus, on Wednesday morning.

But he woke up to an email from Tui saying their holiday was cancelled.

"My wife was in tears, she was so looking forward to it. We were all packed and ready to go," he told the BBC.

Steve said he then received another email from Tui saying their flight would now be on Thursday morning, but he is unsure whether to go to the airport tomorrow.

"If we do, we have to stay in a Travelodge as we will need to arrive in the early hours. But what if it gets cancelled again?"

Tui is cancelling six daily flights at Manchester Airport, a quarter of its schedule at the hub


About 34,000 customers due to fly with Tui from Manchester Airport in June have been told their flights are now cancelled. For some, the news came overnight in emails sent after 02:00 BST on Wednesday.

Pat Karney, a councillor in Manchester, said he received an early-hours message confirming his holiday to Girona on 18 June had been cancelled.

He described the situation as a "shambles" and asked: "Why book us in the first place?"

Michael Dunne, who also received a notification, said he was assured by Tui his holiday was not affected when he phoned the firm on Tuesday evening - only to find out it was cancelled overnight.

"I made a phone call to them late last night and managed to actually get through... and I was told at that point last night that there was no impact to my holiday and it was going ahead," he said.

"I woke up in the middle of the night to find an email cancelling the holiday in its entirety, and if I would like to rebook using the website but cannot do so until Friday."

Mr Dunne told BBC Radio 5 Live that when he looked on the Tui website for the same holiday, flying on the same dates, to the same hotel but on a different flight, the quoted price was £5,000 higher than he paid.

Tui has said staffing shortages are partly to blame for the cancellations


According to flight tracking firm Cirium, 377 flights have been cancelled from UK airports during the last week (25-31 May), with EasyJet the most affected airline and Gatwick the airport worst hit.

It comes as up to two million people prepare to fly over the next few days, with the Jubilee bank holiday coinciding with half-term.

The aviation industry is suffering from staff shortages as it struggles to recruit replacements for the thousands of workers it laid off during the pandemic when international travel was halted.

Before Covid, airports and airlines across Britain employed around 140,000 people, but since then thousands of jobs have been cut, including around 30,000 for UK airlines alone.

Transport Secretary Grant Shapps met with senior leaders from airports, airlines and ground handling companies to discuss the disruption on Wednesday evening.

He reiterated that airline bosses should have been preparing for a "surge in passenger demand following two years of travel closures", the Department for Transport said.

Mr Shapps said he understood the sector's staffing problems but added it "does not excuse poor planning and overbooking flights that they cannot service".

"The companies who have seen the most disruption need to learn from those who ran services smoothly," he added.

Labour's Louise Haigh accused the government of being "missing in action" and called on ministers to address the backlog in security checks for new airline staff and address "chronic low-pay".

The transport secretary said the government had "made the changes needed to allow the sector to prepare for summer" and said it was now up to the industry "to do their bit".

"We have been crystal clear - run services properly and according to schedule or provide swift, appropriate compensation," he added. "We do not want to see a repeat of this over the summer."

The final Covid restrictions for people travelling to the UK were lifted on 18 March.

Airlines UK had said the sector had "only a matter of weeks to recover and prepare for one of the busiest summers we've seen in many years" but, despite this, "the vast majority" of flights this week would be operating as scheduled.

After the meeting, chief executive of Airlines UK Tim Alderslade added: "This isn't an airline issue or an airport issue or a government issue.

"We're in this together and we look forward to exploring options with ministers to move the sector forwards as we approach the summer."

Some European airports have also seen disruption this week.

Earlier the Paris Airport authority, which manages Charles de Gaulle and Orly airports, said software problems were affecting border controls leading to delays, although by lunchtime it said the system was gradually returning to normal.

Eurostar said an IT issue at the French border also led to delays of 30 to 60 minutes to train services.

Meanwhile, the operator of Dublin Airport said it could not guarantee the long delays seen last weekend would not be repeated over the bank holiday.

Newsletter

Related Articles

0:00
0:00
Close
Millions of UK Benefit Recipients Receive Payments Early Ahead of August Bank Holiday
UK Prime Minister Meets Northern Ireland Leaders in Belfast Over Budget Crisis
Crypto Tax Gains Reach One Point Three Eight Billion Pounds Among UK Investors, HMRC Data Shows
UK Corporate Confidence Rises to Highest Level Since March, Lloyds Survey Shows
Mike Ashley Attacks UK Government Business Rates and Cost-of-Living Policies
Scottish Universities Face Two Hundred Million Pound Annual Funding Gap, Report Warns
Entertainment Figures Urge UK Government to Protect People From AI Voice Cloning
Manchester Airports Group Confirms Customer Data Breached in Cyberattack
Seven Charged Over Vandalism at Donald Trump’s Turnberry Golf Resort in Scotland
Nearly 23,000 UK Households Expected to Move Home on Busiest Day of 2026
UK Benefit Payments to Arrive Early Ahead of August Bank Holiday
Reform UK Pledges to Replace GDPR and Cut Tax Administration Red Tape
Andy Burnham Launches Work Experience Plan for One Million Young People Outside Education or Work
Andy Burnham Faces Labour Backlash After Dropping Support for Political Donations Cap
Andy Burnham Announces UK-Wide Summit With Leaders of Scotland, Wales and Northern Ireland
Met Office Warns of Heavy Rain and Flood Risk Across England and Wales After Summer Heat
Bank of England Warns AI Adoption Could Reduce Demand for Automatable Jobs
UK Confirms National Salmonella Outbreak With More Than 200 Cases
UK Airports Handle Record 81 Million Passengers Despite Middle East Disruption
Ofgem Raises UK Energy Price Cap by Four Percent to £1,723
Cyber Attack Hits Customer Data Systems at Manchester, Stansted and East Midlands Airports
TSA Unveils Major Airport-Security Overhaul as It Drops Gold+ Privatization Plan
CIA Chief Warned Russia Against Attacking NATO in Secret Moscow Mission
Raheem Sterling Charged With Dangerous Driving After Lamborghini Crash
The Secret Dolly Parton Kept Until Her Death: "She Was Much Sicker Than She Let On"
Middlesbrough House Fire Kills Woman and Seven-Year-Old Girl
Prince Harry and Meghan Markle Return to UK Amid Renewed Media Attention
Raheem Sterling Charged With Dangerous Driving After London Collision
Greenpeace Threatens Legal Action Over Crown Estate Offshore Wind Leasing
Nvidia Revenue Surges to Ninety-Six Point Two Billion Dollars on Artificial Intelligence Demand
Meta Agrees to Global Youth Safety Changes Following Multi-State Legal Settlement
UK Government Plans Autumn Summit With Scottish, Welsh and Northern Irish Leaders
CMA Caps Veterinary Prescription Fees at Twenty-One Pounds
Thames Water Pilot Records Forever Chemicals at Thirteen Times the Legal Limit
Kent Meningitis Outbreak Reaches Thirty-Four Confirmed Cases
Forty Children Missing From UK Asylum Accommodation Remain Unaccounted For
UK Court Upholds VAT on Private School Fees
US Designates Palestine Action as Foreign Terrorist Organization
UK Approves Massive New Chinese Embassy Complex in London Amid Security Concerns
Prime Minister Andy Burnham Visits Kyiv and Offers Cruise Missile Designs to Ukraine
Glacier Collapse, Not Earthquake, Triggered Deadly Nepal-Tibet Flood
Andy Burnham Drops Plan to Cap Political Donations
Conservative Leadership Contest Intensifies as Robert Jenrick Attacks Kemi Badenoch
French-Born Defence Secretary Wes Streeting Condemns Homophobic Abuse Since Taking Office
UK Government Delays Commercial Robotaxi Rollout in London Over Regulatory Gaps
NHS Complaints About Autism and ADHD Care Waiting Times Triple Over Five Years
UK Government Launches 10,000 Work Placements for Young People With Sainsbury's
NHS England to Offer Free At-Home Cervical Cancer Screening Kits
EU Biometric Border Checks Cause Delays of Up to Five Hours for British Travellers
US Imposes Economic Sanctions on UK-Based Protest Group Palestine Action
×