Couple 'removed from TUI hotel and barred from flights' after row over food

Edinburgh Live

6 hours ago

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A British couple claim they were unceremoniously ousted from their hotel in Corfu and subsequently denied boarding on their return flight to the UK.
Paul Bell, alongside his wife Ellie, had secured a package holiday with TUI, but their Grecian getaway was abruptly halted – they were also barred from their homeward flight after TUI accused them of using "aggressive and disrespectful language" within the hotel's dining area.
The North Shields duo, aged 64 and 65 respectively, were forced to fork out several hundred pounds to extend their stay at an alternative hotel in Corfu, secure a new flight back to Britain, and arrange their own transport.
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Vowing never to book with TUI again, the Bells refute any claims of causing a scene at the Terezas Hotel in Sidari, a place they had previously enjoyed. The alleged incident occurred following Ellie's complaints to the manager regarding the subpar food quality, which Paul labelled as "tepid" and "not very nice".
Describing the disappointing culinary offerings, Paul recounted: "Some of the things you would get were rice with sprouts, or another time you'd have rice with a slice of beetroot in it. My wife spoke to the manager twice, she complained about the food being inedible and he didn't seem interested. She asked him to join us for breakfast the next day so we could show him what we meant, but he never turned up," expressing their frustration over the lacklustre response to their grievances.
Paul and Ellie were left stunned when they received a letter the following day, stating that they could no longer stay at the hotel for the rest of their holiday. The letter, dated 20 May, read: "You caused a serious disturbance by shouting inside the hotel restaurant in front of other guests, resulting in significant distress and disruption to the peaceful environment of the hotel," and "you directed aggressive and disrespectful language towards both hotel staff, the hotel owners, and TUI representatives on site.", reports the Mirror.
However, Paul refuted these claims in an interview with Chronicle Live, insisting that neither he nor Ellie had been given the opportunity to share their side of the story. He said: "I don't remember anybody shouting. We only spoke to the rep on the day she was at the hotel and there was nothing disrespectful shown to her. They've never come and spoke to us to find out what happened, they've decided off what the manager has told them. But surely there are always two sides to a story? I was furious, because it spoiled the day we had planned."
Instead of being given the chance to respond or appeal, the couple were advised to reach out to the UK consulate if they needed further help. Then, on 21 May at 22.28, they received another letter informing them that Ellie was not allowed to board the TOM1531 flight back to Newcastle on Friday, 23 May.
(Image: Iain Buist/Newcastle Chronicle)
(Image: Paul Bell/Chronicle Live)
(Image: Iain Buist/Newcastle Chronicle)
Just over 12 hours later, another email arrived stating that both Paul and Ellie would be barred from boarding the flight. TUI explained this decision was "due to your conduct and behaviour", in line with their terms and conditions.
Paul arranged return flights from Corfu with Jet2 on Thursday, May 22, for later that day at a cost of €328.56 (£280). However, upon their return to North Shields, they received another email from TUI stating that "the refusal of carriage for Paul Bell and Eleanor Bell has now been revoked, and you will now be allowed travel on your inbound flight".
"That doesn't help us now, because we were told we have to make our own travel arrangements and we came home. We had to pay €60 for a taxi to the airport as well, because we weren't allowed on the transfers," Paul added.
"When we go on holiday, we try to go somewhere nice and quiet, sit and chill, try the local stuff, go to the towns and see the scenery and to have food like we did (in the hotel) was really disappointing. We got no back-up whatsoever from TUI.
"They took whatever the manager said as gospel and came to a decision just like that. Had we been drunk and disorderly, fine, but we weren't - we've never had any bother on any holidays before, until this time with TUI."
ChronicleLive has learned that TUI intends to refund the couple's Jet2.com flights home and their airport travel costs. TUI declined to provide further comment to the publication.
The Mirror has reached out to TUI for additional information.