Woman told by Tui she can ‘still fly to go on holiday’, despite lockdown

A Cardiff woman who was due to go on holiday to Greece on Wednesday, September 30, has claimed she was told by TUI that she could still fly abroad when trying to cancel her flight, despite local lockdown rules stating she could not.

The Welsh capital, together with Swansea, went into local lockdown on September 27, with one of the restrictions meaning people are not allowed to enter or leave the Cardiff Council area without “reasonable excuse”.

The Welsh Government website states that the scope of this means that if you have a holiday booked abroad in the coming weeks, you can no longer go.

Christine Evans, of Llanishen, was due to travel from Cardiff Airport for a three week holiday in Rhodes, where she planned to meet up with friends.

After the announcement was made, she went about cancelling all of the arrangements she had made for her trip.

But Mrs Evans claimed she ran up against problems when contacting TUI, with whom she booked her flights.

“I called TUI and I told them I can’t go because of lockdown, and TUI said ‘you can’,” Mrs Evans explained.

“I’m in a position where the Government are saying you can’t go on holiday, and I have TUI telling me you can. It has blown my brain.

“It really shocked me. I had cancelled everything else I had booked for the trip, but it was a total nightmare when it came to the flights.

“Are they going to let all people from lockdown areas get off the plane in Rhodes? It needs to be sorted out.”

Local lockdown rules explained…

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Mrs Evans said that after speaking to around eight different representatives, she was eventually given the option to rebook within seven days, and is expecting to receive a call by tomorrow to make arrangements.

Did you have a holiday booked that you can no longer go on? Tell us your story in the comments section.

A TUI spokeswoman said: “We’re sorry to hear that this customer can no longer travel and understand how disappointing this must be. We understand that there’s still a lot of uncertainty about travel plans this year, so we’re being as flexible as we can.

“Any customers who cannot travel on their holiday as planned due to a local lockdown have the option to amend to any holiday currently on sale, free of amendment fees. If the customer wishes to cancel their holiday, we recommend that they speak to their travel insurance provider in the first instance.

“As the situation is constantly changing, we are closely following local authority guidelines. As Cardiff Airport remains open, and to allow those outside of the lockdown areas to continue to travel, our holidays departing from Cardiff Airport are continuing to operate as planned. We would like to remind customers to check Government guidance before travelling.”

WalesOnline – Cardiff