Couple blast TUI over 'holiday from hell' in Jamaica as hurricane Beryl left them stranded

-Credit: (Image: Michael Jantzen)
-Credit: (Image: Michael Jantzen)


A Wilmslow couple whose dream holiday in the Caribbean was left in tatters after a Manchester Airport power outage and Storm Beryl wreaked havoc have hit out at TUI for a 'terrible' experience, saying they were forced to stay in a room 'reminiscent of a refugee camp'.

Michael and Olivia Jantzen had planned to jet off from Manchester Airport on June 23 for the holiday of a lifetime in Jamaica. But the pair were hit by delays following a power outage that caused 'widespread disruption' at the transport hub.

Setting off six hours late, the couple missed the first day of their holiday - and said their nightmare continued as they arrived to the hotel to 'no food'. Little did they know, their experience would go from bad to worse.

After forking out £2,000 for a five star hotel, Michael and wife Olivia expected the luxury experience. But they said their holiday was marred by horrible food and poor staff, describing the holiday as 'terrible'.

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"We paid £2,000 for a five-star hotel that was three star at best," Michael told the Manchester Evening News. "Food was terrible, staff were terrible, we couldn't wait to get back."

But their excitement to leave was scuppered on July 3, when hurricane Beryl hit the island, and all flights were cancelled. Instead of a safe flight back to Manchester, the couple said they were 'locked in' a room 'reminiscent of a refugee camp'.

A picture sent by the pair shows a room filled with what appear to be thin mattresses on the floor. This is where they claim they were provided to sleep on the night of the hurricane.

The storm shelter -Credit:Michael Jantzen
The storm shelter -Credit:Michael Jantzen

"We were left with no plan," Michael said. "Our flight was cancelled and all the TUI reps went home. TUI couldn't book us into the hotel as there was no Wifi up and running, so all guests spent every hour extending our room key on the hour to maintain access to our luggage and room."

After five days stuck in their holiday hell, Michael and Oliva finally managed to catch a flight back to the UK on Monday (July 8). But they told the M.E.N they felt TUI hadn't done enough to rectify the situation - and questioned whether the package holiday provider could have got them home sooner, claiming the airport reopened on Thursday, July 4.

"It feels like we need a holiday to get over the holiday," he added. "I think the main point for all the guests we spoke to was the lack of communication and accountability from the start."

The island following hurricane Beryl -Credit:Michael Jantzen
The island following hurricane Beryl -Credit:Michael Jantzen

Commenting on the power outage previously, which is resolved, Manchester Airport said: "Manchester Airport was affected by a major power cut in the area earlier this morning. This has caused widespread disruption and a significant number of flights, particularly from Terminals 1 and 2, are expected to be delayed or cancelled.

"Passengers due to travel from Terminals 1 or 2 today are advised to contact their airlines for up-to-date information before coming to the airport. Passengers due to fly from Terminal 3 should come to the airport as normal unless advised otherwise by their airline but could be affected by delays. We apologise for any inconvenience and aim to restore normal service as soon as possible."

TUI declined to comment.