Money

I’m unable to walk and felt humiliated after TUI staff wouldn’t help – now they won’t pay compensation --[Reported by Umva mag]

Q) I AM struggling to get compensation after TUI failed to pass on my disability needs. I booked a trip to the Dominican Republic to treat my family in July 2019. We helped a customer get compensation after poor customer service When I booked the trip, I told the agent I have mobility issues and would need special seating and assistance getting around. But on the flight, I was put in standard seating and there was no ramp to help me get on and off, so it took a while for me to board. Staff then wouldn’t let me use the toilet in the premium section, after being told to go there to avoid queuing. The whole thing was humiliating and I was left in pain after the flight. I feel I’m owed some compensation as my illness was not accommodated at all. Can you help? Kevin Carter, Kingston, Surrey A) Travelling can be a nightmare at the best of times, but if you have a disability, it can be extra difficult. So, you were relieved when you told TUI about your needs and an agent reassured you that you would have special seating and all the necessary assistance. Imagine your horror, then, when you came to board your flight and discovered there was no ramp available to help you get on and off. This meant you were forced to climb the stairs, which took you a very long time and caused you considerable discomfort and pain. Then, once you got on board, you were put in a standard seat, despite asking for extra legroom seat, causing you even more discomfort. And during the flight, you told an attendant you needed to use the toilet, and they directed you to the premium section of the aircraft to avoid queueing. But when you followed their directions, another flight attendant said you could not use this toilet and told you you had to wait in the queue. By the time you arrived at your destination, you felt shaken and confused. When I spoke with TUI, it apologised for the issues you faced with your flight. However, it said it couldn’t find your request for accessibility help in its files. It’s possible the caller you spoke with failed to note this down, but as there are no records, TUI can’t confirm what exactly happened. Despite this, it has now offered you £200 cash as compensation for your experience. When it reached out to you, it also told you that your feedback had been taken on board. If you do have accessibility requirements, it’s really important to tell flight staff in advance to make sure everything is accommodated for. If you do this and you don’t get the help you requested, you can make a complaint. Try complaining directly to the airline in the first instance, and ask how you’d like them to put it right. Put your complaint in writing so you can refer back to it if needed later. If this fails, you can escalate your complaint to a third party like a dispute resolution service. Our Squeeze Team has won readers a total of: £183,310 How to contact our Squeeze Team Our Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved. We’ve won back thousands of pounds for readers including £22,000 for a man asked to pay back benefits to the DWP, £2,800 for a family who had a hellish holiday and £635 for a seller scammed on eBay. To get help, write to our consumer champion, Laura Purkess. I love getting your letters and emails, so do write to me at [email protected] or Laura Purkess, The Sun, 1 London Bridge Street, SE1 9GF. Tell me what happened and don’t forget to provide your phone number so I can ring you if I need more information. Share with me any reference number the company has given you relating to your case, or any account name/number if you’re a customer. Include the following line so I can go to the firm on your behalf: “I give permission for [company’s name] to discuss my case with Laura Purkess at The Sun”. Please include your full name and location in your email/letter.

Oct 12, 2024 - 06:17

I’m unable to walk and felt humiliated after TUI staff wouldn’t help – now they won’t pay compensation --[Reported by Umva mag]

Q) I AM struggling to get compensation after TUI failed to pass on my disability needs.

I booked a trip to the Dominican Republic to treat my family in July 2019.

an airplane is flying in the sky next to a sign that says squeeze team — We helped a customer get compensation after poor customer service

When I booked the trip, I told the agent I have mobility issues and would need special seating and assistance getting around.

But on the flight, I was put in standard seating and there was no ramp to help me get on and off, so it took a while for me to board.

Staff then wouldn’t let me use the toilet in the premium section, after being told to go there to avoid queuing.

The whole thing was humiliating and I was left in pain after the flight.

I feel I’m owed some compensation as my illness was not accommodated at all. Can you help?

Kevin Carter, Kingston, Surrey

A) Travelling can be a nightmare at the best of times, but if you have a disability, it can be extra difficult.

So, you were relieved when you told TUI about your needs and an agent reassured you that you would have special seating and all the necessary assistance.

Imagine your horror, then, when you came to board your flight and discovered there was no ramp available to help you get on and off.

This meant you were forced to climb the stairs, which took you a very long time and caused you considerable discomfort and pain.

Then, once you got on board, you were put in a standard seat, despite asking for extra legroom seat, causing you even more discomfort.

And during the flight, you told an attendant you needed to use the toilet, and they directed you to the premium section of the aircraft to avoid queueing.

But when you followed their directions, another flight attendant said you could not use this toilet and told you you had to wait in the queue.

By the time you arrived at your destination, you felt shaken and confused.

When I spoke with TUI, it apologised for the issues you faced with your flight.

However, it said it couldn’t find your request for accessibility help in its files.

It’s possible the caller you spoke with failed to note this down, but as there are no records, TUI can’t confirm what exactly happened.

Despite this, it has now offered you £200 cash as compensation for your experience.

When it reached out to you, it also told you that your feedback had been taken on board.

If you do have accessibility requirements, it’s really important to tell flight staff in advance to make sure everything is accommodated for.

If you do this and you don’t get the help you requested, you can make a complaint.

Try complaining directly to the airline in the first instance, and ask how you’d like them to put it right.

Put your complaint in writing so you can refer back to it if needed later.

If this fails, you can escalate your complaint to a third party like a dispute resolution service.

Our Squeeze Team has won readers a total of: £183,310

How to contact our Squeeze Team

Our Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.

We’ve won back thousands of pounds for readers including £22,000 for a man asked to pay back benefits to the DWP, £2,800 for a family who had a hellish holiday and £635 for a seller scammed on eBay.

To get help, write to our consumer champion, Laura Purkess.

I love getting your letters and emails, so do write to me at [email protected] or Laura Purkess, The Sun, 1 London Bridge Street, SE1 9GF.

Tell me what happened and don’t forget to provide your phone number so I can ring you if I need more information. Share with me any reference number the company has given you relating to your case, or any account name/number if you’re a customer.

Include the following line so I can go to the firm on your behalf: “I give permission for [company’s name] to discuss my case with Laura Purkess at The Sun”.

Please include your full name and location in your email/letter.

The following news has been carefully analyzed, curated, and compiled by Umva Mag from a diverse range of people, sources, and reputable platforms. Our editorial team strives to ensure the accuracy and reliability of the information we provide. By combining insights from multiple perspectives, we aim to offer a well-rounded and comprehensive understanding of the events and stories that shape our world. Umva Mag values transparency, accountability, and journalistic integrity, ensuring that each piece of content is delivered with the utmost professionalism.