Couple slam TUI holiday 'from hell' with 'refugee camp' rooms and 'terrible' food

A couple who were set for their dream holiday in the Caribbean have criticised TUI over a 'terrible' experience that left them stuck in what they claim was a room 'reminiscent of a refugee camp'. The trip saw a series of setbacks due to Manchester Airport's power outage and Storm Beryl.

On June 23, Michael and Olivia Jantzen, from Winslow, had been due to board a flight from Manchester Airport for what they hoped would be an unforgettable holiday in Jamaica. However, the couple ended up delayed at the airport due to a power outage resulting in 'widespread disruption'.

Embarking six hours later than planned, the Jantzens missed the first day of their holiday, and as they reached their hotel, they found 'no food'. However, they said this was just a start to their downward spiral.

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Despite paying £2,000 for a five-star hotel, their high expectations were met with disappointment - with the couple describing it as "three stars at best", reports the Manchester Evening News. Michael added: "Food was terrible, staff were terrible, we couldn't wait to get back."

However, their eagerness to return home was thwarted on July 3, when Hurricane Beryl struck the island, leading to the cancellation of all flights. Instead of a safe journey back to Manchester, the couple reported being 'locked in' a room they compared to a refugee camp.

The couple sent a photo showing a room with what seems to be thin mattresses on the floor, where they claim they had to sleep during the hurricane. "We were left with no plan," Michael recounted.

"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 further days, Michael and Olivia finally managed to fly back to the UK on Monday (July 8). However, speaking to the M.E.N, they expressed their dissatisfaction with TUI's response to the crisis, questioning whether the travel firm could have arranged an earlier return, alleging that the airport reopened on Thursday (July 4).

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

In a previous statement regarding the power outage, which has since been resolved, Manchester Airport commented: "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.