Customer service

It is set to become the world’s largest airport after a £23.5billion expansion and refurbishment project is completed

Dubai is preparing to unveil the world’s largest and most cutting-edge airport, complete with robot staff and ‘no queues’ for passengers. Al Maktoum International Airport will become the biggest in the world once its £23.5billion expansion and refurbishment is finished.

It is anticipated to handle 260 million passengers annually and boasts features specifically designed to make travelling as seamless as possible. The airport claims it will eliminate queuing altogether, as bags can be dropped off before travellers even reach the terminal.

This means passengers will not need to repeat the security and customs processes.

Dubai Airports CEO Paul Griffiths described this as a “no red lights” concept while speaking to Khaleej Times.

Another way the passenger experience will be improved is through an ‘integrated underground Automated People Mover system’ that removes the need to walk from one end of the vast airport to the other.

This will feature a multi-track train, with 14 stations to shuttle passengers between terminals and concourses.

Collecting baggage is also set to be a far quicker process, as the new system will be capable of handling tens of thousands of bags in under 60 minutes.

Luggage is also expected to be available within minutes of landing, meaning the dreaded wait at the baggage carousel will become a thing of the past.

All of these impressive features will be made possible through automated travel systems, AI security checks and robot staff. These robots will be responsible for tasks such as baggage handling and may even tackle customer service queries.

According to details published by Dubai Aviation Engineering Projects (DAEP), the infrastructure developer for Dubai’s aviation sector, plans for DWC include “a new era of smart airport systems and passenger-centric facilities, taking travellers to worldwide destinations in the most awe-inspiring and comfortable way possible”.

The expansion also features five parallel runways and up to 400 aircraft gates.

Once construction at Al Maktoum International Airport is complete, the neighbouring Dubai International Airport will shut down permanently.

Dubai International Airport (DXB) is set to close its doors for good in 2035, according to reports.

All operations currently running through the bustling travel hub will be relocated to Al Maktoum International Airport (DWC).

A passenger demanded answers after she claimed she was told she was not entitled to compensation for a flight delay

TUI has explained a strict 72-hour rule after a customer took to Facebook to complain that she had been turned down for compensation despite facing a lengthy delay. The passenger, named Elaine, said they had been due to travel to Newcastle from Tunisia last week only for the flight to be cancelled.

Posting on TUI UK Official Customer Service – Help & Advice, she said: “Just been informed from Tui that we are not entitled to compensation! TOM869 leaving Tunisia to Newcastle, all day spent at the airport 19th June flight finally cancelled, and overnight accommodation finally organised.

“WE returned to the airport on the 20th to experience a 5 hour delay! Disgusting always highly regarded Tui disgraceful experience and treatment.”

According to another poster they had been due to be on the same flight but there were several issues which led to the delays. Angela said: “I was on this flight, or rather i wasnt haha, but the reason given was the plane needed a deep clean and there was no one in Tunisia to do it, then the plane they were sending for us on Saturday had a fuel leak so they then had to get another plane sent from Gatwick.”

Many other TUI passengers defended the travel firm with many singing its praises. Peter said: “We were delayed coming home on Friday a couple of years ago, we had the claim form by Monday and the compensation in our bank by the end of the week.”

Christine said: “Had a delay outbound a couple of years ago. On arrival we received an email from TUI apologising, and a link to be able to claim compensation. We claimed as instructed and the money was credited to our bank well before the return flight. Can’t get better than that.”

Teresa added: “Why are you blaming Tui? Delays are the last thing airlines want as it costs them lots of money. Usually mechanical or logistical/,operational reasons for delays. We were delayed in LAX for 26 hours 3 years ago. Got a voucher for a coffee and an overnight stay in a hotel but not entitled to anything else.”

And in reply, Dannii from TUI, explained the rules telling her she had not been turned down but had claimed too soon. Dannii said: “I have taken a look and you haven’t been denied, you have put the claim in too early, you need to wait at least 72hours after the flight has landed before a claim can be made.

“So please try again after 72 hours has been since you landed. This was mentioned in the email sent, and will work once you are within the time frame.”

The TUI website also sets out the 72-hour rule which is in place for all flights with TUI. It advised: “Please note, if you’ve been impacted by a flight cancellation, you’ll need to wait 72 hours before you submit your claim. Unfortunately, any claims submitted within 72 hours cannot be processed.”

The tour operator will offer both standalone flights and package holidays to the sunny destination, which offers both beautiful beaches plus lots of cultural and historic attractions

Jet2 has announced it’s launching flights and holidays to Tunisia for summer 2027, with the airline opening bookings for holidaymakers looking to get away from May 1 to October 31 next year.

The tour operator will offer new flights from Birmingham, East Midlands, Leeds Bradford, London Stansted, and Manchester. Customers who book a package holiday will be able to choose from a range of 3 to 5-star hotels situated in the resorts of Port el Kantaoui, Skanes, Mahdia, Sousse, Yasmine Hammamet, and Hammamet.

All flights will arrive in Enfidha–Hammamet International Airport in the north of the country, close to the capital of Tunis and some of Tunisia’s most popular resorts.

Jet2’s new flight schedule will offer twice-weekly flights on Wednesday and Saturday from Birmingham and London-Stansted, plus two flights a week covering Manchester on Tuesday and Friday. East Midlands and Leeds Bradford airports will get weekly flights.

Once you arrive, there are lots of places to explore, from the vast Medina of Hammamet to the palm-tree lined seaside of Sousse. Take a day trip to the Roman Amphitheatre of El Jem, full of incredible stories about the wild animals caged in its dungeons and its gladiator battles, where 30,000 spectators once cheered on its bloody spectacles.

Further south, you can discover desert landscapes and shimmering salt flats. Explore the filming locations for the original Star Wars trilogy, and visit traditional Berber cave homes carved deep into the mountains.

Visit Tunis for the day and explore the labyrinth of market stalls, mosques, and houses all found in one concentrated, slightly chaotic space. Dating back to 698, this colourful medina is now home to one-tenth of the city’s population. But if you enter, be sure to watch out for landmarks, as it’s easy to get lost within its walls.

You can also visit the Bardo National Museum, home to the largest collection of Roman mosaics in the world, and artefacts found in the city of Carthage from the days when Tunisia was a major trading hub for the Ancient Mediterranean.

This announcement brings the total number of Jet2 destinations for summer 2027 to 70, and the tour operator has recently announced new services to Hurghada and Sharm el Sheikh in Egypt, as well as Kavala in the north of Greece.

Steve Heapy, CEO of Jet2, said: “With year-round sunshine, rich culture and fantastic sunshine, Tunisia has something for everyone and we know how immensely popular it will be.”

Fakhri Khalsi, acting UK Director at the Tunisian National Tourist Office, said: “We are delighted to welcome the launch of Jet2’s holiday and flight programmes to Tunisia starting in summer 2027. This announcement represents a significant milestone in our efforts to strengthen Tunisia’s position as a leading Mediterranean destination and reflects the growing confidence of major travel operators in our tourism offering.”

Have a story you want to share? Email us at webtravel@reachplc.com

A travel blogger has warned holidaymakers not to put their full address on their luggage tags, as it could open them up to luggage tag scams and holiday fraud

With summer rapidly approaching, countless Brits will be getting ready to fly off on their summer getaways. However, one travel expert is cautioning people against including their full address on their luggage.

That advice might appear contradictory to many, given traditional luggage tags typically feature space for your name, phone number, address, and even email. Yet travel blogger Mark Wolters argues that displaying your address on your suitcase could expose you to a range of scams.

Mark, who posts as Wolter’s World on YouTube, cautions that unscrupulous individuals could even exploit the address to reroute your suitcase, pinching your valuable possessions. In a YouTube video, he said: “When it comes to your bag tags, don’t put your whole address on them.

“Think about it, if you’re at baggage claim and you’re a cute young man like myself, and my address and phone number are right there, and someone goes ‘I like, that guy, I’m going to follow him to his house.’ You don’t want that.”

Mark reveals he and his family simply list their name, phone number, and email address. He continued: “If I travel, how is my home address going to help? They’re not going to send it to London, they’re going to send it back to the US.”

He went on to stress that travellers should refrain from sharing “too much information”. He also urged travellers to ensure they have a privacy flap concealing their basic details.

While this may appear over-the-top to some, he insists that anyone seeking access to your information is merely a straightforward photograph away. He warns that your private information could also be exploited for identity fraud.

If your details remain visible on your luggage, Mark cautions travellers that fraudsters can manipulate the airline into rerouting their baggage elsewhere, granting them access to your belongings.

He said: “Your bag tags have that number on there, and people can file false claims saying, ‘Here’s my bag tag number, where is it? Oh it’s not there, send it to this hotel, this address’. Then you’re out of luck.”

This prompted Mark to urge holidaymakers not to reveal excessive personal information on social media. Beyond the bag tags, he warns this can include your boarding pass or even updates while you’re away.

He explains that disclosing precise trip details essentially alerts potential thieves that your property is “wide open”. On top of this, Mark cautions tourists to be vigilant for fraudulent customer service contacts.

He points out that posting about your airline on social media can attract fake accounts messaging you, claiming they can resolve your issue if you provide your banking information. He added: “Those airlines aren’t going to ask for your credit card details in your DMs, they already have that information because you bought a ticket.”

He urges travellers to ensure they are contacting verified customer service channels.

Important message for anyone with a package holiday booked

Travel expert Simon Calder has shared important advice for anyone with a package holiday booked, as people are being urged to act ‘as soon as possible’. His message comes ahead of the peak travel season, and as new research by Citizens Advice has revealed that four million people have faced issues with their package holiday over the last year.

On today’s (June 8) episode of ITV’s Good Morning Britain, TV host Kate Garraway spoke to correspondent Nick Dixon about the findings. He said: “The complaints that we’ve been hearing about were involving all-inclusive holidays, with many saying they just didn’t ultimately match up to the glossy brochures we see online, or indeed at the travel agents.

“Citizens Advice say that they found 33% of holiday-related complaints ultimately were about things like poor quality hotels, bad food, facilities being unavailable as well – 19% down to customer service.” He added: “Things like long waits on the phone, complaints ignored and administration errors, and 25% of complaints ultimately led to stress, anxiety or upset.

“And if your dream holiday does turn into a wee bit of a nightmare, there are steps you can take… Many of us with these kinds of complaints about our holidays end up trying to fight for compensation, which is why it is so important to keep a record of everything just in case to have any chance of getting money back.”

British travel journalist and broadcaster Simon Calder then spoke to viewers, sharing a crucial message for those with a package holiday, especially if they encounter problems during their trip. He urged holidaymakers to act ‘immediately’.

He said: “If you get to your destination and things aren’t right, maybe there’s a problem with your room, maybe the facilities are simply not as described, then you have to give the travel company immediate notice and allow them the opportunity to sort things out.”

How can I claim compensation for a holiday?

Reporting a problem right away is a legal concept called “mitigating your losses”. If you don’t allow the travel provider to address the room or facilities issue while you’re there, you could really hurt your chances of receiving a full refund or compensation.

Citizens Advice says: “If you’re still on holiday, tell the company or travel agent about the problem as soon as possible. You might be able to get it sorted quicker – like if there’s a problem with the room. If you don’t say anything until you get home, you might get less compensation or none at all.”

The person you need to contact depends on how you arranged your holiday. If you went for a package holiday, reach out to the customer service team of the tour operator you chose.

However, if you organised it yourself or set up a linked travel arrangement, you should contact the accommodation or service provider directly, such as the hotel or the company offering excursions. Make sure you include:

• your booking reference
• clear details of what went wrong
• copies any evidence you have – like photos
• copies of receipts
• how much compensation you want

Citizens Advice adds: “It’s a good idea to send the letter by registered post and keep a copy, so you have proof that the holiday company received it. You can also email them – some of them have online forms. Keep a copy of what you send. If the company makes you an offer that you think is too low, you can ask for more. They might come back to you with a higher offer.”

Of the complaints made to the Citizens Advice Consumer Service, 42% involved all-inclusive packages abroad

More than four million people had problems with a package holiday in the past year, a survey for Citizens Advice suggests. The survey found 76% of adults had been on a package holiday before, and 34% of them had experienced a problem. Some 8% had suffered an issue within the last 12 months specifically, equating to an estimated four million travellers, it said.

The charity said it received about 14 complaints a day about package holidays, including issues such as unexpected changes to the hotel, denied refunds, and poor customer service. Of the 3,500 package holiday complaints made to the Citizens Advice Consumer Service in the past year, 42% involved all-inclusive packages abroad.

A third of complaints (33%) related to the quality of the holiday falling short of the agreed deal, such as hotels being misdescribed, bad food or unavailable facilities. Customer service failures made up 19% of complaints, including long waits on the phone, ignored complaints and administration errors made by firms.

As a result, one in four of those who experienced an issue with a package holiday (25%) said they suffered stress, anxiety or upset, while 17% had to pay extra for daily expenses. Citizens Advice encouraged holidaymakers to check what protections were included within their booking.

One complainant, Zorana, a semi-retired NHS doctor from north-east England, reported spending £6,300 on an all-inclusive, seven-night trip to Lanzarote with her daughter through a UK holiday operator. Torrential rain on the second day resulted in “nightmare” flooding, leaving hotel guests without electricity, water, food or internet.

However the woman said she received no on-site support from their operator, causing them considerable stress. Zorana, 66, said: “We spent the morning on the beach and planned the sauna for later. But when we were eating lunch the rain started and didn’t stop.

“By the time we got to the spa, the hotel told us we couldn’t go in because it was flooded. Half an hour later the electricity had gone. Without electricity, everything stopped. There was no more internet and no more water because the pumps were not working.

“We all gathered in the hotel lobby, to hear what was going on. It was the weekend and reps from all the other travel companies were there, talking with people, reassuring them, giving them information. Some were already distributed to other places. We asked, ‘Where is our rep?’ And we were told he doesn’t work on weekends.

“We were very angry. Hotel staff told us our travel company was always a problem and never helped people. We came home after five days and I started to chase the travel company for a refund. But the customer service adviser said they can’t deal with it because compensation was offered. But their offer was not adequate.

“I mentioned the lack of support, the delay, the value of the holiday, that I had to find and pay for another hotel, and because of this it was reasonable that they should give me all my money back. I feel a victim twice over because I had the stress of our holiday being ruined, and then months of trying to get compensation.”

Citizens Advice consumer spokeswoman Jane Parsons said: “Too often, people are left stressed and disappointed when their dream holidays are spoiled because they’re not getting what they paid for. To make matters worse, they’re having to spend a lot of time and effort trying to resolve issues, sometimes with no luck.

“A record of any issues that occur and evidence should be kept – like clear details of what went wrong and when, photos and receipts. If something goes wrong with your holiday you might be able to get compensation from the company you booked with. You should tell them about any issues as soon as possible – if you don’t say anything until you get home you might get less compensation, or none at all.”

Chartered Trading Standards Institute chief executive John Herriman said: “This research highlights the real impact poor practice in the travel sector can have on consumers, specifically the problems for consumers booking holidays online, particularly through social media.

Left out of pocket

“Too many people are left out of pocket or dealing with stress when holidays don’t meet what was promised. What should be a time to relax and unwind can turn into the opposite. While it’s vital consumers understand their rights, check the protections included and keep clear records if something goes wrong, businesses must meet their legal obligations and ensure they deliver the standard of service people have paid for – and resolve issues raised quickly.

“Strong consumer protection depends on both informed consumers and responsible traders.”

Consumers are entitled to compensation for a holiday if it was lower in value than the one booked, spending extra money was required because of a problem, a large part of the booked services were not provided, something goes wrong that causes distress or disappointment or if the holiday was completely ruined.

Yonder surveyed 2,018 adults between April 17-19 about their experiences with package holidays, including problems. Respondents were asked to exclude issues outside the operator’s control, like geopolitical events or natural disasters.

Passengers were told to bring their own food and drinks on board after a fire caused a supply disruption

Jet2 has released a fresh update for passengers after many were informed that certain services would be unavailable on their flights. Earlier this week, it emerged that Jet2 had suspended food and drink services and in-flight retail for passengers on selected routes.

At the time, the airline stated it was dealing with an ‘operational issue’ that was ‘outside its control’. The disruption was reportedly triggered by a major supply chain disruption following a fire at Jet2‘s Retail Operations Centre in Middlewich.

The warehouse is reportedly responsible for stocking all catering carts. Consequently, the airline was forced to suspend all food, drink, and Jet2shop retail services on the affected flights.

This meant some passengers were unable to purchase snacks, soft drinks, alcohol, hot beverages, or duty-free items from the cabin trolley. Pre-booked meals were scrapped, and those who had paid in advance for a hot meal or snack deal did not receive their order.

In a fresh update, sent to the Liverpool Echo today (May 15), a Jet2 spokesperson said: “Due to an operational issue outside of our control, there was limited food and drink available to buy on board on Sunday, May 10. We are pleased to say that, since then, customers have been continuing to enjoy our award-winning flights and can choose from a wide selection of food and drink onboard.”

They added: “Our full in-flight retail and food and drink offering will be completely back to normal in the coming days.” Jet2 has also confirmed it is automatically processing refunds for all pre-booked catering back to the original payment method.

While the problem persisted, travellers were advised to bring their own food, drinks and snacks on board, after clearing airport security. However, passengers are prohibited from bringing hot coffee, tea, or hot food from the airport terminal onto the plane. A statement on the Jet2 website states: “You can’t bring hot food or hot drinks onboard our planes for safety reasons.”

At the time, many people turned to social media to find out more about the ‘operational issue’ and to alert fellow passengers. On X, one passenger with the username @BigDogStaff wrote: “@Jet2tweets just had an email and a text message to say there will be no food or drinks available for our five hour flight.”

Jet2 responded: “Hi there, we sincerely apologise for any inconvenience caused by our food and drink services and in-flight retail by unavailable on your flight. Sadly, this is due to an operational issue outside our control. (1/2).”

The airline went on to say: “You are welcome to bring snacks and soft drinks purchased in the terminal onboard with you, but for safety reasons, hot drinks cannot be brought on board. If you have any further questions, feel free to let us know. ^Ellie (2/2).” On the Facebook group, Jet2.Com and Jet2holidays Customer Service and Support, a user asked: “What is happening with no food or drink on Jet2 planes? Just had an email about no food or drink on the planes tomorrow, any idea what happening?”

In the comments, one person wrote: “Been on lots of posts – supply issues due to a fire in a warehouse apparently- just get something in the airport to take on board with you.” Another added: “Just arrived in Greece via Jet2, we pre-ordered hot food but got an email saying it was limited. There was no food, drinks, snacks, and no duty-free trolley, all we got was water.”

A third commented: “Someone I know is flying tomorrow, and they were told this evening that there would be no food, including pre-booked. Maybe it depends on the airport or route.”

In a separate Facebook post, another user warned: “Just a heads up. A friend who is travelling from Leeds tonight has received this. So it may be the same on the return journey.” They shared a screenshot of what appears to be a text message from Jet2.

The message reads: “Due to an operational issue outside of our control, there will be no food, drink or Jet2shop available to buy on board your flight. Unfortunately, this also means that any pre-booked food or drink items will not be available, and we will automatically arrange any refunds for these.

“You are welcome to bring snacks and soft drinks purchased in the terminal (after security) on the flight with you, but for safety reasons, hot drinks cannot be brought on board. We are very sorry for any disappointment this may cause.”

A separate Facebook post by UK travel agency Camel Travel states: “Heads up for those flying with Jet2 at the moment. A fire at Jet2’s Retail Operations Centre in Middlewich on Wednesday has impacted the availability of food and drinks on some flights.”

What seems to be a screenshot of an email sent by Jet2 is also featured. It states: “We will process the refund right away to the payment card used when you booked – but like all refunds these days, it could take three to five working days for the funds to reach you. We’re sorry if you don’t receive any pre-booked items. Our friendly Cabin Crew are looking forward to welcoming you on board and will ensure you have a lovely flight.”