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Non-smoker couple are banned from flight and compelled to spend one other £500 to get again from Lanzarote after Tui wrongly accused them of vaping on the flight out



A younger couple who’ve by no means smoked have instructed of their anger at being banned from a vacation flight – after being wrongly accused of vaping on board.

Lois Gentle, 27, and her accomplice Dexter had been on a Tui flight to Lanzarote from Gatwick when two different rowdy passengers had been caught vaping on the airplane by cabin crew.


Lois and Dexter loved a week-long, £1,500 break within the sunshine. However on the day of their flight dwelling, their Tui rep known as to say they had been banned from boarding.

They had been accused of getting vaped on the outward flight and had been instructed they needed to e-book a separate flight with one other airline to get again to London Gatwick.

They insisted Tui had it fallacious, particularly because the offending couple had each been feminine – however they nonetheless needed to fork out £500 on new flights, transfers and baggage. 


Lois, a nurse from Norwich, Norfolk, mentioned: ‘It ruined our vacation and has precipitated an enormous quantity of stress since.

‘It’s stunning {that a} mistake like this could occur and Tui mentioned there was nothing they may do to assist and appeared to not imagine us.’

Dexter (left) and Lois Light (right) won an apology from TUI after they were wrongly accused

Dexter (left) and Lois Gentle (proper) received an apology from TUI after they had been wrongly accused 

The couple received an email from Tui asserting that they had continued to vape on the flight

The couple obtained an e mail from Tui asserting that they’d continued to vape on the flight

The couple, neither of whom smoke or vape, had been instructed two hours earlier than they had been resulting from fly dwelling on Sunday, July 9 that they’d been banned from the flight.


The pair scrambled to resolve the scenario and protest their innocence however to no avail and had been pressured to search out one other flight dwelling.

It left the holidaymakers having to fork out almost £500 to get an Easyjet flight again to the UK seven hours later.

After arriving again in Norwich, complaints to the vacation firm additionally did not resolve the scenario, with Tui saying they stand by their choice.


They continued to accuse the couple of getting vaped and dangerous behaviour regardless of their repeated explanations they’d acquired the fallacious individuals.

Lois, mentioned: ‘We tried saying there was a mix-up however initially, everybody we spoke to mentioned there was nothing they may do.

‘You’d suppose they might be capable of have a look at the CCTV on the airplane or see we didn’t match the outline from workers.


‘I used to be even asleep on the time with headphones on so I did not even comprehend it had occurred.’

After posting about their ordeal on Fb, Lois lastly acquired an apology from Tui.

The bundle vacation firm has since accepted legal responsibility, supplied the couple compensation for the ordeal and has paid for the price of their journey.


However Lois says their provide has fallen quick, and she or he expects extra from Tui.

She mentioned: ‘They’ve paid our bills and supplied £500 compensation every – however that is not sufficient.

‘It is not just like the air conditioning was damaged in our lodge, or the meals made us unwell – they’ve wrongly accused us of one thing which is a horrible feeling.


‘The entire expertise was extraordinarily upsetting.’

They said the 'whole experience was extremely upsetting' - and won an apology from Tui

They mentioned the ‘complete expertise was extraordinarily upsetting’ – and received an apology from Tui

Tui told the couple that there was no right of appeal and the decision in the matter was final

Tui instructed the couple that there was no proper of attraction and the choice within the matter was closing

A Tui spokesperson, mentioned: ‘We’re sincerely sorry for the ordeal they skilled on their journey dwelling from Lanzarote.

‘Sadly, a human error meant that the couple had been falsely recognized as disruptive passengers following their flight.


‘We have now since apologised to the couple and supplied them compensation and have paid for the journey prices in addition to providing them a goodwill gesture.

‘Situations like this are extraordinarily uncommon, and we take safety issues very critically.

‘We are able to solely proceed to apologise for this error, and we hope that the couple had been nonetheless in a position to take pleasure in their vacation earlier than this unlucky combine up.’


Dexter has requested for his title and age to be withheld.

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