A father has described his family's 'horrible' experience after their TUI flight from Cancun to Manchester was diverted to a small Canadian town due to an unruly passenger. The man, identified as Mr Stockford, was returning from an all-inclusive holiday with his wife and four daughters when a fellow passenger became 'aggressive and alarming' mid-flight.
Disruptive Passenger Causes Chaos
The disruptive passenger, seated behind Mr Stockford's daughters, repeatedly tried to leave his seat and made disturbing remarks about a 'man with a knife,' frightening other travelers, including many children. Crew members, with the help of a doctor, restrained the man. However, as the aircraft neared the Pacific Ocean, the pilot deemed him too risky and diverted to Gander, Newfoundland, Canada.
Mr Stockford noted that the passenger's wife later attributed his behavior to diazepam purchased from a taxi driver in Mexico.
Stranded in Gander
The Boeing 787-9 landed in Gander early Friday morning. Mr Stockford recalled the chaos: 'The plane landed quite firm, he tried to get up, TUI staff shouted 'sit back down, now!' and kids behind us were crying, thinking they were gonna die. They were saying, 'why do I feel like I'm dying, mummy?' It was horrible.'
Upon exiting the plane, passengers faced numerous issues. Mr Stockford said they entered Canada at 3°C after leaving 32°C Cancun, wearing shorts and t-shirts, with babies not properly wrapped. Transport to hotels was slow, and upon arrival, they were told their room was available for only four hours due to a major event in the area.
Lack of Support from TUI
Passengers claim minimal communication from TUI. Mr Stockford stated: 'On the plane the captain said they were gonna look after us and provide transport to a free hotel with food and drink. But the transfer was a 12-seater crooked old school bus. With 360 passengers, it took time. Hotels were scattered across Gander.'
After returning to the airport, they faced a 14-hour wait for a new flight, forcing many to sleep on the cold floor with scant food and drink. Local residents helped by providing rides and essentials.
Community Support Amidst Ordeal
Gander, known for aiding stranded travelers since 9/11 (an event inspiring the musical 'Come From Away'), saw locals rally to help. Mr Stockford said: 'Loads of locals flooded in and helped everyone get back to the airport. We got a free lift back, which was lovely. Then we had to spend 14 hours with 360 passengers on the floors of the airport. Children sleeping on cold, hard floors.'
The family eventually arrived home on Saturday, over 24 hours late. Mr Stockford, a business owner, says the ordeal has traumatized his children and caused financial loss. 'My daughters are nervous now to fly again. TUI from start to end completely failed us,' he added.
TUI has been approached for comment.
