Tui passenger opens up on 'nightmare' flight ordeal after emergency on board grounded plane

Tui plane

A Tui passenger has revealed details of a "nightmare" flight which was forced to make an emergency landing before the aircraft was damaged by a cherry picker

PA
Georgina Cutler

By Georgina Cutler


Published: 18/06/2024

- 13:02

Passengers on board the flight from Cancun to Manchester faced delays of around two days

A Tui passenger has revealed details of a "nightmare" flight which was forced to make an emergency landing before the aircraft was damaged by a cherry picker.

Passengers on flight TOM193 from Cancun, Mexico, to Manchester were delayed by around two days.


Last Monday, the flight was delayed by four hours due to a medical emergency on the incoming service.

However, another medical incident on board the aircraft saw the plane making an emergency landing just an hour into journey.

Manchester Airport

Passengers on flight TOM193 from Cancun, Mexico, to Manchester were delayed by around two days

Getty

The plane landed in Charleston, South Carolina, where the fire service removed the sick traveller.

However, a cherry picker used to rescue the passenger then damaged the aircraft door - so the flight was unable to continue.

Sandra Evans from Newtown, Wales, said that she still doesn't feel well following the ordeal.

The 58-year-old explained that holidaymakers were required to apply for visas on their mobile phones as they were in the US coming in from Mexico.

She also claimed they were left in "stifling conditions" with just "juice and a pain au chocolat".

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"We got to the airport at two, our flight was supposed to be at 6pm, but it was 10pm before we boarded the plane. We had been on the plane for about an hour and then we could see the young man who had gotten poorly," she told the Manchester Evening News.

"There were two people in between us. We could see something happening.

"We were told there was going to be an emergency landing and everybody had to put their trays down. There were many next to him trying to help. We made the emergency landing."

She added that everyone onboard was attempting to access the internet which kept "crashing" and resulted in her "running out" of £15 worth of data to apply for an ESTA (visa waiver).

Evans and her friend were taken to three hotels before finally finding a room which they were required to pay for.

Tui plane

Last Monday, the flight was delayed by four hours due to a medical emergency on the incoming service

PA

"I broke down at that point as other people were told they had vouchers. We were so tired. We hadn’t eaten since 10am the previous day and we were shattered. As we were leaving we ran into the young man who was ill," she said.

The flight finally left Charleston at 5.35pm local time on Wednesday and landed at 5.15am on Thursday in Manchester.

Evans said: "TUI bent over backwards for the young man. And staff in the hotel were fantastic, they couldn't do enough for us once they learnt our situation. The holiday, you couldn't fault it, it was magical. I'm still waiting for a reply from them."

A TUI spokesperson said: "We would like to apologise to customers impacted by the medical diversion between Cancun and Manchester on flight TOM193. Unfortunately during the disembarkation of the unwell passenger, the aircraft was damaged, so our customers and crew remained in Charleston until it was safe for everyone to return.

"We do understand how frustrating it must be for customers when a delay of this nature takes place, but we supported our customers throughout the delay. Customers have been informed of how to claim for expenses occurred during the delay and are eligible also to claim EU261 compensation."

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