WILLEMSTAD – Opposition party MAN-PIN has sharply criticized airline TUI over its handling of passengers affected by the recent cancellation of flights to and from Curaçao due to the situation in Venezuela.
According to Giselle Mc William, leader of MAN-PIN, passengers were confronted with what she described as unacceptable conditions after their flights were cancelled. She stated that travelers were asked to pay €200 per person to be placed on a standby list and were instructed to be present at Schiphol Airport as early as 4:00 a.m. Others, she said, were forced to rebook their flights themselves and cover the additional costs.
Mc William also pointed to what she called a lack of clear and timely communication from TUI, arguing that many passengers were left confused and without proper guidance during a highly stressful situation.
She stressed that the impact goes far beyond inconvenience, highlighting that the affected group includes parents with children who need to return to school, working individuals who risk losing income or even their jobs, elderly passengers who were left without assistance or explanation, and families forced to pay out of pocket for extra accommodation, food, and transportation.
“TUI is hiding behind ‘the situation,’ but where is your duty of care?” Mc William said. She argued that in circumstances like these, a travel organization should communicate proactively, actively rebook passengers, and avoid passing additional costs on to customers.
According to MAN-PIN, passengers are currently being treated “as numbers” and left to fend for themselves, a situation the party describes as unprofessional and insensitive to the needs of families, seniors, and working people. Mc William called the situation unacceptable and urged TUI to immediately provide decent solutions, improve communication, and schedule additional flights to clear the backlog of stranded passengers, describing the situation as a case of “moral failure.”
TUI response
In a response, TUI acknowledged that arranging three additional flights to bring all affected passengers home presents significant logistical challenges. The airline said it understands the frustration and concerns of travelers and their families.
However, TUI also emphasized that clear and timely communication is crucial in situations like this. According to the airline, passengers should be properly informed, treated with dignity, and should not be burdened with extra costs in order to secure a seat on a return flight.
The issue now centers on whether TUI’s actions sufficiently met its duty of care toward passengers during the disruption, a point that continues to draw criticism from MAN-PIN and affected travelers alike.