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Tui has offered an apology to customers caught up in their 'capacity issues'

Travel firm Tui has offered an apology to customers caught up in their “capacity issues”.

The holiday making firm emailed an explanation to people affected by the “delays” and “cancellations” last month and during the four-day Platinum Jubilee weekend at airports across the United Kingdom -such as Gatwick, Heathrow and Bristol -, stating they they depend on a complicated and delicate “ecosystem” to get people from A to B successfully, such as their own pilots and crew, along with third-party partners for check-in, air traffic control and airport security.

Andrew Flintham, TUI’s managing director said on Monday (13.06.22): “Over the first weekend of the May half-term, the ecosystem experienced capacity issues that impacted some of our customers. In some instances, customers were subject to delays and – in rare cases – cancellations. These customers had a poor experience – for that, and the distress caused by the cancellations, I apologise.”

“I would like to assure you that we have learned from what happened, and we’re working closely with our partners to address the issues that caused the delays and cancellations.”

Andrew told customers that his team are working on finding customers other holiday arrangements, stressing “and I can assure you that Tui would never leave you stranded overseas.”

The letter to those impacted comes as Tui - along with other travel businesses, such as EasyJet and British Airways - were expected to send executives to be questioned by MPs as part of the hearings held by the business, energy, and industrial strategy committee about the incident on Tuesday (14.06.22).

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