Subject: Formal Complaint and Notice of Breach of Contract - Package Travel Regulations 2018 and Consumer Rights Act 2015 Dear whom it may concern, My name is George Dobbins Departure date 28/05/2026 Return date 04/06/2026 Manchester to Mexico I am writing to formally lodge a complaint regarding the systemic, profound failures, and severe lack of care my partner and I experienced during our recent package holiday booked through TUI. As a package holiday provider, you are legally bound by the Package Travel and Linked Travel Arrangements Regulations 2018 to deliver the holiday as described, and under the Consumer Rights Act 2015, to provide services with reasonable care and skill. TUI has fundamentally breached these obligations at every stage of our journey. Due to the severity of these failures, I am copying this formal complaint to my credit card issuer to pursue a breach of contract claim under Section 75 of the Consumer Credit Act 1974 for a refund of the holiday cost. 1. Pre-Departure Failures & Hotel Renovation Distress - Two weeks prior to our departure, we were notified via email of extensive renovation works at our booked accommodation. Despite the imminent disruption to our holiday, it required two weeks of constant, stressful emails, non stop phone calls and visits to stores to seek support and to secure an alternative hotel. TUI failed to act efficiently, only finalising the change due to us constantly chasing up call backs from senior management to facilitate the change with one day remaining before our departure, causing immense and unnecessary distress. At no point were we offered a change of equal or greater standard to what we booked and paid for. We booked a 5 star luxury diamond package balcony jacuzzi suite with butler service holiday. The equivalent of this package which was expected due to the last min hotel switch was their Rockstar package, which is this hotel brands equivalent. 2. Total Failure of Ground Transportation (Inbound Transfer) - Upon arrival at our destination airport, the ground transfer included in our package to the Hard Rock Hotel was non-existent. No TUI representative was available to assist us. We were not listed on any Tui reps documents for planned transfers to our destination hotel. We were left walking up and down the coach transfer area with our baggage at Cancun airport. By sheer chance, we discovered a transfer bus designated for Gatwick arrivals landing an hour after ourselves (We are Manchester arrivals) heading to our hotel. We were forced to independently seek permission from that driver to board, who initially refused. We had to seek a supervisor who we explained the situation to, luckily this coach was not at capacity or we would have been stranded seeking private transportation had we not taken this initiative, TUI would have left us stranded at the airport. On arrival at the hotel, once again we were not expected, we had to go through multiple emails and confirmation correspondence of the change, eventually using all the details I provided to the hotel they found the booking. The equivalent of our diamond club butler service package with spa treatments, Rockstar package was not mentioned on the system, so we were directed to the Tui rep to look into this in the morning. The Tui rep was most unhelpful and did not assist us in any way and showed no guidance or support on what had happened during the booking, transfer of hotels, and could also not at this point confirm if our return transfers were booked correctly, this was another huge disappointment. 3. Return Flight Diversion, Abandonment, and Logistics Failure (Cancun to Gander) - Our return flight from Cancun was diverted to Gander International Airport (YQX), landing at approximat 03:00 AM. - Tarmac Delay: We were kept sitting on the aircraft for 2 hours without clear communication before being permitted to disembark. - The delay on in flight decisions, ground time in Canada, and additional late decision making on the ground is what caused the disembarkation and stop over required due to staff working time constraints, previous similar flight issues in this regard on the same flight plan/path have also stopped in Canada and then carried on with the return flight home. -This cancellation of the departure journey was down to delayed decision making, extended ground time in Canada and crew working time constraints. - ⁠Severe Bus Shortage: Despite evacuation of approximately 250 passengers, TUI provided only one single bus to ferry passengers to a local hotel. This caused massive delays, and we were not checked into our room until 06:30 AM. - ⁠Unreasonable Checkout & Lack of Return Transport: We received an email stating we had to be checked and ready for an airport pick up at 11.00am. TUI failed to send any transport. We were only able to reach the airport due to the charity and goodwill of local residents who volunteered to drive stranded passengers. - ⁠Airport Confinement & Negligent Communication: Once at Gander Airport, we were informed the flight would not depart until midnight. We have been left stranded at the terminal for 13 hours with minimal, insufficient updates or updates regarding our duty of care from TUI staff. Not a single member of TUI staff has been onsite, at Gander Airport. In a short space of time due to the usual expected demand on this airport, almost all food and drinks were completely sold out, with no other options or services in the area. 4. Pattern of Substandard Service - This is not an isolated incident. TUI has historically demonstrated a failure to provide adequate service, including a previous incident in 2023 where my partner’s luggage failed to arrive in Mexico until 3 days into our holiday. This was once again a 5 star+ packaged holiday when our luggage went missing for 3 days of a 7 night holiday, this resort had a strict dress policy for dining and events, which ruined 3 days of our vacation. No help was provided by Tui and no significant support or compensation was offered to us - holiday ref - **********. Details will be on your file about this incident. Remedy and Compensation Demands TUI is in a material breach of contract. I require a formal response within 14 days addressing the following: - Flight Delay Compensation: Under UK261 / Regulation (EC) No 261/2004 (or applicable international aviation rights), we are entitled to fixed compensation per passenger for a flight delay exceeding 4 hours. - ⁠Damages for Distress: A significant refund of the package holiday cost due to the stress of the last-minute hotel change, the missing transfers, and the subsequent logistical collapse in Gander. - ⁠Out-of-Pocket Expenses: Reimbursement for any food, drink, or essential items purchased during our 13 hour confinement at Gander Airport costing £60 approx (receipts & photos attached). Also 1 night additional kennel boarding at £50 for our dog and £61.40 for an additional meet and greet parking at Manchester Airport for which we were charged due to the delay -This delay also impacted on my planned working arrangements, and I additionally lost out on 1 days work on the Saturday morning at a personal cost of £600. If a satisfactory settlement is not reached, I will escalate this claim directly to ABTA and AviationADR (the Alternative Dispute Resolution provider for TUI) and progress the section 75 claim with my credit card issuer for a chargeback/refund due to breach of contract. We purchased this holiday expecting high 5 star service throughout , relaxation , spa services , butler services and a well deserved stress free break. We did not receive the goods and services we purchased as described nor expected in any capacity, if anything we were let down, and left disappointed and stressed by this holiday throughout. Please review all correspondence I had with you throughout this process while I was trying to come to a solution before , during and after travel. We were let down at almost every stage of this process. I look forward to your urgent response. I had 1 call from Tui since we arrived , which I could not take as I was in a meeting, I requested an email response , which did not materialise. I have tried calling your team back multiple times and can not get through to a human agent since we returned, so I would now like all communication by email so it is recorded and can be used as evidence if required in this matter. The flight situation also seems to have now reached the media and news outlets, which shows many more people have additionally been affected by some of the issues we have raised and also feel let down by Tui. Yours sincerely, Mr George Dobbins and Miss Megan Rutter

The hotel was brilliant and provided lots of different things for children of all ages. Our kids loved it!

All staff were extremely friendly, the amenities were great for children at the hotel and the food was all very tasty

Loved it would definitely go back 7 night was not enough definitely 10 next time 😊

It was a great hotel with great services. Avoid the hard sell to join the legends membership