The UK boss of Tui has issued an apology for holiday disruption and pledged to support affected customers.
Managing director Andrew Flintham sent out the message on the back of overall industry flight delays and cancellations which have caused turmoil to thousands of travellers.
“In recent weeks, you will have read in the news, or seen on social media, that the travel industry as a whole has been affected by delays and cancellations,” he wrote. “I know that our customers work hard for their valuable time away, which is why we always do everything in our power to deliver a fantastic holiday.”
Flintham pointed out that Tui holidays rely on a “complex ecosystem” of services including pilots and cabin crew, as well as operational partners that cover areas such as check-in, baggage and catering.
The operator also works closely with air traffic control and airport security teams.
“Our planes cannot take to the skies when the ecosystem is not working as it should be,” Flintham said.
“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.”
He added: “I would like to assure you that we have learnt from what happened, and we’re working closely with our partners to address the issues that caused the delays and cancellations.
“I’d also like to reassure you that situations like this are rare – this week, the vast majority of our flights have operated normally, and over 200,000 customers took off to enjoy their Tui holiday as planned.
“Our teams have been supporting customers who were affected in finding alternative holidays and processing any refunds due. And I can assure you that Tui would never leave you stranded overseas.
“I hope this gives you the confidence to look forward to your holiday with Tui this summer, or next time you travel with us.”
Ahead of the Parliamentary questions. Business Travel Association chief executive Clive Wratten said: “The business travel sector alongside its leisure counterpart has been severely impacted by airline cancellations and airport delays.
“Our travel management companies have spent over 223 days in the last month dealing with cancellations and exchanges.
“Their efforts have kept the notion of global Britain alive as people have travelled for work and made international deals.
“We urge the airlines appearing in Parliament today to work closely with our industry to encourage confidence in travel once more.”