Paul and Ellie Bell’s Greek getaway was cut short after the couple were ejected from their hotel and told they couldn’t fly home – but TUI say the decision was based on “repeated incidents”
A British couple were left stranded in Corfu after being booted out of their hotel and denied boarding on their return flight to the UK, claiming that TUI “washed their hands of them”.
North Shields couple Paul Bell, 64, and his wife Ellie, 65, had booked a week-long half-board holiday at the Terezas Hotel in Sidari, Corfu, having previously enjoyed a stay there.
Their holiday was abruptly cut short when TUI removed them from their hotel and prevented them from flying home, despite the couple having booked a package deal.
Paul is baffled as to why they were ejected and then left several hundred pounds out of pocket, having to arrange an alternative flight home with Jet2, take a taxi to the airport instead of a transfer, and book into another hotel for the remainder of the holiday.
In letters seen by ChronicleLive, TUI stated that the decision was based on repeated incidents during their stay which were deemed unacceptable and disruptive. However, Paul contests this, stating that TUI never asked him or Ellie for their side of the story.
Earlier in the holiday, Ellie had voiced her dissatisfaction to the manager about the quality of the food, which Paul described as “tepid” and “not very nice”. He said: “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.
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“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.”
The couple enjoyed a day out, but upon their return, they “had a word” with the representative. The following day, as Paul and Ellie awaited their excursion to Corfu town, they were stunned to receive a letter stating they could no longer stay at the hotel.
Dated May 20, the letter 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.”
Paul insists that they did nothing wrong, highlighting that no one from TUI sought their side of the story before making a decision. He claimed: “I don’t remember anybody shouting.
“We only spoke to the rep when she was present at the hotel, and there was no disrespect towards her. They’ve made a decision based on the manager’s account without hearing us out. But surely every story has two sides? I was livid; it completely ruined our plans for the day.”
Paul and Ellie were instructed to contact the UK consulate for further assistance, rather than being given a chance to respond or appeal. On May 21 at 22.28, they received another letter stating that Ellie was prohibited from boarding the TOM1531 flight on Friday, May 23.
Just over 12 hours later, an additional email stated that both Paul and Ellie would be barred from the flight. TUI explained this decision was made in line with their terms and conditions, due to “due to your conduct and behaviour”.
On Thursday, May 22, Paul booked flights home from Corfu with Jet2 for later that day, costing €328.56 (£284). However, after returning 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”.
Paul said: “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 (£50) for a taxi to the airport as well, because we weren’t allowed on the transfers.
“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 reported that TUI plans to refund the couple’s flights home with Jet2.com and their journey to the airport. TUI declined to comment further.
Paul is not the only North East holidaymaker to come back from Corfu feeling let down by their experience. Earlier in June, Westerhope gran Susan Edwards vouched to never book with the tour operator again after moaning that there was “no English food” available at the Lido Corfu Sun Hotel.
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