Published:
12:15 10 July 2022
Updated:
2:59 PM July 10, 2022
A city mum who was struck down with illness while on vacation felt like she was going to pass out after the chaos of travel meant hours stuck in an airport.
Kirsty Rose, 34, was among those who had to wait around four-and-a-half hours at Birmingham Airport after the TUI flight from Dalaman in Turkey to Norwich was diverted on Friday night.
TUI has apologized for the way passengers on the flight were treated after young families were stranded without food or water at Birmingham Airport.
They only found out they would be diverted as they sat on the plane home.
Many returned to Norwich midday on Saturday – having landed in Birmingham at 3.15am – after TUI took taxis from Birmingham.
The flight was due to land in Norwich at 10.55pm on Friday.
Children lying on the ground at Birmingham Airport during the delay
– Credit: Assessed
Ms Rose – who worked as a travel agent for TUI before leaving the industry – had flown to Turkey with partner William Schindler and children Alfie and Thea-Rose, aged three and 13 months.
But Hethersett’s mother started feeling ill on Thursday evening during the holiday and was rushed to Dalaman Hospital where she was found to be suffering from gastroenteritis.
She was hospitalized for two days and required six infusions as well as five batches of medication.
The subsequent disruption caused by TUI was therefore the last thing she needed.
Kirsty Rose’s baby on a blanket after she couldn’t hold her due to exhaustion
– Credit: Assessed
Ms Rose said: “It was a dire situation which kind of ruined the holiday. To be honest you remember the bad stuff rather than all the good stuff.
“I used to work for TUI, which I’m a bit embarrassed to admit because of the way they treated people.
“I worked as a travel agent for several years, so I know customer service and what is required. They don’t treat people the way they should.”
TUI passengers flying from Dalaman in Turkey to Norwich were diverted via Birmingham and delayed for hours
– Credit: Archant
Passengers were told by TUI that a problem with a ramp was holding their luggage.
But a baggage handler at the airport told several people it was actually because of a lack of staff.
Ms Rose said a TUI representative showed up for “a few minutes” but then left after being heckled by frustrated passengers.
She added: “I knew there would be a delay because I had checked my phone before the flight. But being told we were going to Birmingham while we were on the plane was a real kick in the ass. the teeth.
“When we landed we were waiting for the best part of four hours for luggage. Luckily I had refreshments for the kids as I had traveled before and knew to be prepared for the worst.
“At this point, I was feeling pretty awful for not having eaten for 24 hours. I was literally running around empty after hours of holding my baby girl in my arms since getting off the plane.
“I was about to pass out so I had no choice but to put her on a blanket on the floor. I was standing next to her and my partner was taking care of my son of three years.
“We repeatedly asked if we could have the buggies and even said we’d get them off the plane ourselves if we could, but they wouldn’t let us.”
Kirsty Rose’s partner William Schindler and son Alfie sleeping at Birmingham Airport
– Credit: Kirsty Rose
The initial flight from Dalaman had been interrupted due to a bad weather delay of another flight from Corfu.
TUI said it was investigating delays in baggage claim and transfers in Birmingham.
The airline has arranged transport for all customers to return to Norwich and will explain how they can claim compensation and offer a £100 voucher to anyone affected.
Ms Rose and her partner had to have the children on their laps on the journey back to Norwich as there were no car seats available.
Kirsty Rose and her partner William had to get the children on their knees in the taxi set up by TUI
– Credit: Kirsty Rose
The family have booked a large family vacation through Jet2, which Ms Rose hopes will be a better experience.
She said: “I try not to panic about it. If I thought about it, it would stop me from traveling for a long time.
“The kids enjoyed the holidays and it’s all about the experiences for them, that’s why I’m determined.”
