Tui to work with Air Explore at Norwich Airport this summer

Tui endured a series of problems with Spanish airline Albastar flying out of Norwich, particularly in the summer of 2022, as the airline industry struggled to recover from the Covid pandemic.

Recently Matt Lines and Nick Archer told the Evening News about their frustration at the lack of communication from both Tui and Albastar, as they fought for compensation after their families were left stranded for 10 and 43 hours respectively.

Tui will be predominantly using Air Explore, a leased-in partner, at Norwich Airport this summer (Image: Tui)

However, changes are on the way.

Tui confirmed that Air Explore, a leased-in partner of Tui, will be based in Norwich Airport this summer, between May and October, and will operate daily on behalf of the airline.

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The announcement coincides with the airline adding that the much maligned Albastar would still be operating between Norwich Airport and Palma de Mallorca Airport during the summer, but with only one flight per week.

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Mr Archer, who had spent two years trying to get nearly £900 in compensation from Albastar after being stuck at Norwich Airport for 43 hours in July 2022, finally received the long-awaited payment.

Albastar will still be at Norwich Airport, via Tui, however it will only operate one flight per week (Image: Albastar)

The 56-year-old, who spent £6,000 with Tui to travel to Mallorca, said: "I'm very happy to finally receive the flight delay compensation today - £833 - from Albastar after almost two years.

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"I have no doubt in my mind that this was as a result of the exposure in the Evening News.

Nick Archer, pictured with his family, finally received his compensation from Albastar after nearly two years (Image: Nick Archer)

"I fully understand that businesses are feeling the squeeze of the current economic climate, however, basic customer service costs very little and can make or break a business.

"Not replying to my emails for over a year, is just not acceptable, particularly in an age where communication is so easy.  

"Let's hope they listen to what many customers on these delayed flights are telling them and sharpen their act up."

Mr Archer said receiving his compensation was as a result of the exposure in the Norwich Evening News (Image: Newsquest)