*** Do not fly TUI while they are using Wamos***Truly unacceptable experience I endured on my recent return flight with TUI (Flight TOM7353, originally scheduled for 2.05 pm on 17th September 2025). At 11.45 pm on 16th September, less than 15 hours before departure, I received an email advising that my flight would now be operated by Wamos on behalf of TUI Airways. The email promised that the service would remain the same as with TUI, with TUI cabin crew and the same inflight standards. This assurance was completely untrue.Delays and Poor Communication:The original flight was scheduled for 2.05 pm but actually departed at 6.14 pm. The delay was displayed on the airport boards long before TUI acknowledged it. TUI only emailed passengers about the second delay 90 minutes later, offering a €10 food/drink voucher, which was wholly inadequate under the circumstances.Misrepresentation of Service:Despite being told TUI cabin crew would be onboard, all staff were Wamos employees. They were rude, unhelpful, and provided no customer care. They never smiled, never apologised, and appeared indifferent throughout the flight.Lack of Inflight Service:Contrary to TUI assurances, there was no inflight service. No food, snacks, or alcohol were available. Passengers were given only a half-filled paper cup of water at the start of the flight. For a journey lasting 4 hours 50 minutes (almost 6 hours onboard in total), this is wholly unacceptable. The crew made no further service rounds and were observed sitting at each end of the plane eating and drinking themselves.Additional Expenses:Because of the late arrival, I incurred an additional £10.50 in airport parking charges. I, along with many other passengers, raised this matter directly with the TUI representative in the luggage claim area. This was without doubt the worst flight and customer service experience I have ever encountered with a holiday company. Last year, I experienced a six-hour delay with Jet2 but was kept fully informed and well cared for throughout. This shows that good service during disruption is possible – but TUI failed on every count during this flight. Passenger Rights under EC261/2004 and UK261 As TUI will be aware, under EC261/2004 and the retained UK equivalent (UK261), passengers are entitled to:Compensation for delays of over three hours on flights departing from the EU/UK or operated by an EU/UK carrier, unless the delay is caused by extraordinary circumstances (which clearly does not apply here).Right to care, including meals, refreshments, and communication during long delays, which was not provided adequately. A single half-cup of water on a nearly five-hour flight is unacceptable and in breach of these obligations.We also didn’t get the extra leg room we paid for. Given the delay length, the misleading communication regarding the operator and crew, the complete lack of inflight service, and the additional costs incurred, I have formally requested financial compensation under EC261/2004 / UK261, as well as reimbursement for my out-of-pocket expenses. ***A cynic may say that by advising of a flight time change just before midnight the night before and then there being a further delay at the airport of just under three hours on top of that TUI are playing a game to prevent having to refund passengers***
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