Air Canada review: Booking r9d6mk hooper complaint - tui & air canada

Hello All,

Please be advised on this email to both the travel agent TUI and the flight operator Air Canada.

The timeline of events is listed below, with supporting evidence of phone calls records, chats over the messenger and CCTV.

18/12/2023 - 5/5 we turned up to the airport to check in and it was not until this point we realised there was a passport issue, which we accept full liability for. After hours of speaking with various people from TUI / Air Canada and passport. We would need to sort the passport and rebook a separate flight for the 2/5 members of the family who were not able to join us on the flight even though all 5/5 did show up - they were not a no show. 1 parent had to stay with the 1 child so we could sort the passport and we join the passport.

20/12/2023 - New passport was sorted and flights booked separately on our own cost to rejoin the family on the holiday destination. 

20/12/2023 - I spoke with TUI at 18.42 and 18.47 local time in DR to number [protected] myself who advised it was not the company policy to move any return flights regardless of them being flexi or not and I would need to discuss this with the flight operator Air Canada. I was not told any flights were cancelled. (screen show of the call attached)

21/12/2023 - I was contacting TUI as well as my husband calling Air Canada to request pushing back the flights home by a few days as we had a flexi flight that was possible, because it was with a travel agent they had to do this. That call was made to Air Canada on 21/12/2023 at 8.14AM to number 00 800 [protected] for 21 minutes. Our booking information was given and full names, in this call it was not stated that any flights were cancelled at all by Air Canada (screenshot attached)

Ultimately, TUI did not speak to Air Canada to support the family, just trying to get together for Christmas on the most expensive holiday we have ever booked and took so long to save for.

27/12/2023 - The day we are due after the worst holiday we have ever had and Christmas ruined, I contacted TUI to re-explain the situation clearly on the messenger chat to confirm the travel plans for going home would be straight forward (screenshot attached) I was advised rest assured that this issue will not affect your scheduled flight by TUI in writing (again see attached).

27/12/2023 - 7.30AM approx, it is the check in staff that have issue locating the tickets for Craig Hooper and Harper Hooper for the scheduled flight home, their support is extremely limited and I was just handed a phone to call Air Canada Reservations who said the flights was cancelled. I asked how much were tickets for the same flight we had already paid for - 12,000 dollars, even though online for the same flight I saw them for approx £940.00. massive difference. Unfortunately we had issues with the Air Canada website accepting over 6 different cards to pay for extra flights by this time, they had sold out. Calls to the UK for VISA/BARCLAYCARD and BARCLAYS DEBIT, to confirm they no cards were blocked and it was the websites issue (call logs can back this up). 

All calls made have cost so much money on our phone bill only adding to the stress and dissapoint of the holiday with no support from TUI or Air Canada.

I booked a flight home for the 2/5 members of my family for 10PM because I needed to board the flight before the check in closed with the 2/3 childrens whose tickets were not cancelled. Being only 9.30AM in the morning, my husband and daughter booked a local hotel and got taxis as they cannot wait at the airport all day. The cost for the flight was £1,400 approx, this flight I have swallowed as a loss out of desperation as we found a better flight home that meant we would land at similar times and have extra travel costs to get home. Hotel was £101 and the taxi was 65 dollars (confirmation attached of the 1st flight booked and temp hotel).

As I am on the flight we originally booked, I found another flight leaving at 3PM that would land 40 minutes after our original scheduled flight at the same airport, out of desperation I booked this to get my family home, my daughter is only 5 and she has been through too much as it is on this nightmare holiday. These flights were 2,400 dollars (attached confirmation), I expect this to be reimbursed.

The lack of support or accountability for either company to help in this extremely stressful situation has been shocking, three children are in the centre of this who are all very young and with 2 stressed parents trying to prevent 2/5 of our family being stranded.

AC cancelled the flights and no one told us, we made it clear in our calls on the 20/21 December we would be on the originally planned holiday.

When I asked TUI to confirm everything was good, they confirmed this in writing.

I want to be reimbursed for the second flight which cost 2,400 dollars, taxi fees, temp hotel fees, alongside the actual part of the flight which was cancelled within the package with TUI, phone call costs as well as fees towards the amount of stress.

When I brought this up with TUI all they advised was to discuss this with Air Canada. Although my contract as a consumer is with TUI. Both businesses have failed to provide a happy service and failed to communicate and changes with us to allow for us to make alternate arrangements and leave us in the worst case scenario. 

Regards

Stacey

[protected]@swan-books.co.uk

3 PDF DOCUMENTS COULD NOT LOAD UP - I NEED TO SEND THESE SOMEWHERE FOR EVIDENCE.

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