Overview

• A TUI flight from Cyprus bound for Birmingham was diverted to Cardiff on August 6 after a small aircraft crash-landed on the runway, landing at 6:10 p.m.
• Passengers said promised coach transfers failed to appear and reported no visible TUI staff coordinating onward travel.
• Travelers later received an email saying TUI was experiencing difficulties securing transport and should arrange their own journeys with expenses to be reimbursed.
• Many spent the night or paid for costly taxis, Ubers, hotels, and multi-leg train trips, with some facing additional charges such as parking fines.
• Jason Hall initially said only train fares were offered, but TUI now says it has contacted affected customers and has refunded out-of-pocket expenses in full, including his.