Dear TUI Customer Relations, I am writing to make a formal complaint regarding our recent TUI holiday, including both our outbound journey from Gatwick and our return journey, which was operated by Titan Airways. We travelled as a family with two adults, our three-year-old son and our three-month-old baby, and unfortunately the overall experience fell considerably below the standard I would expect from a TUI holiday. Outbound journey – Gatwick Airport I previously raised concerns regarding our outbound flight from Gatwick, which was significantly delayed. At the time, Gatwick Airport was also experiencing issues with the water supply and there were problems obtaining food and refreshments. We had already checked in and passed through security, leaving us in a particularly difficult position, especially while travelling with a three-year-old and a three-month-old baby. I would like TUI to take into account the circumstances we experienced at Gatwick when considering this complaint. Return flight – Titan Airways Our return flight was originally meant to be operated as a TUI flight but was operated by Titan Airways. I was extremely unhappy with the way we were treated regarding the handling of our three-month-old baby during take-off and landing. We were instructed that our baby had to sit on my lap facing away from me and towards the front of the aircraft. I questioned this because, as a parent, I naturally believed that holding such a young baby facing towards me would allow me to properly support and monitor him. The situation escalated to the point where the cabin crew involved the captain, and an announcement was made over the aircraft’s intercom along the lines of passengers needing to think about the children rather than themselves. I found this extremely embarrassing and felt that we were being publicly reprimanded, despite the fact that I was simply questioning an instruction regarding the safety and positioning of my three-month-old baby. I fully understand and respect that passengers must follow crew safety instructions. My concern is the manner in which this was dealt with and the implication that we were somehow putting our children at risk simply because I questioned the positioning of my baby. I would like TUI to clarify: 1. What exact procedure or regulation required my three-month-old baby to face forward/away from me during take-off and landing? 2. Was this a Titan Airways procedure, a TUI requirement, or a regulatory requirement? 3. Why was the captain’s announcement necessary in the circumstances? 4. Was the announcement specifically directed at our situation? I would also like TUI to obtain and review any relevant cabin crew report regarding this incident. Hotel accessibility and cleanliness We were also extremely disappointed with the suitability of the hotel for a family travelling with a pram and a baby. The hotel was not adequately pram/wheelchair friendly. The only practical route we could use to get down to the entertainment area every evening was particularly poor and was frequently covered in bird and cat faeces. This was not simply a case of the route being unpleasant. On numerous occasions, the faeces went all over the wheels of our pram and onto our shoes as we were trying to make our way through the area. This happened nearly every night and meant that we were repeatedly having to deal with animal faeces being carried around on the wheels of our baby’s pram and on our footwear. I find this completely unacceptable, particularly when travelling with a three-month-old baby and a three-year-old child. It was unhygienic and made accessing the hotel’s evening entertainment unnecessarily difficult. On several occasions, the lifts also stopped working/cut out, which made getting around the hotel with a pram and baby extremely difficult. When the lifts were unavailable, we were left having to use an already unsuitable route. I would like TUI to explain how this hotel was considered suitable for families travelling with young children and whether these accessibility and cleanliness issues were known to TUI at the time we booked. Illness / suspected food poisoning Unfortunately, I am now also suffering from what I believe to be food poisoning following the holiday. I am currently experiencing symptoms and am concerned that this may have been caused by food consumed at the hotel. I therefore ask TUI to record this as part of my complaint and investigate whether there have been any other reports of illness from guests staying at the hotel during the same period. If TUI requires details of my symptoms, medical treatment or any other information, I am happy to provide this. Overall, this holiday has been extremely disappointing. We travelled with a three-year-old and a three-month-old expecting a safe, comfortable and family-friendly holiday. Instead, we experienced significant problems with both our journeys and at the hotel, including repeated exposure to animal faeces, problems accessing parts of the hotel, lift failures, the distressing incident on our return flight and now illness following our return home. I am requesting a full investigation into all of the above matters and an appropriate offer of compensation/refund for the aspects of the holiday that fell below the standard reasonably expected. Please treat this as a formal complaint and provide me with a full written response addressing each point individually. I can provide photographs, videos, booking information, flight details and any other evidence required. I look forward to hearing from you. Kind regards, Liam Dorta-Martin

Amazing hotel. Staff went above and beyond to accommodate guests, they were all exceptional. Choice of food was amazing too. We only went to one a la carte as the food in main restaurant was one of the best we have experienced at an all inclusive

“Super warunki”

Super warunki w hotelu. Bliska odleglosc do plazy. Plaza cudowna piaszczysta.

Fabulous accommodation true 5 stars

“Bester Magiclife”

Wunderschön