TUI couple who complained about 'inedible' food kicked out of hotel and banned from flight

Wales Online

25-06-2025

TUI couple who complained about 'inedible' food kicked out of hotel and banned from flight
Paul Bell and his wife Ellie, from North Shields, Tyne and Wear, had booked a package deal with TUI but their week-long holiday in Corfu was cut short after they were barred from flying home
Paul Bell from North Shields had a nightmare TUI holiday in Corfu.
(Image: Iain Buist/Newcastle Chronicle )
A British couple's holiday in Corfu was abruptly cut short when they were ejected from their hotel and barred from their return flight to the UK. Paul Bell, 64, and his 65 year old wife Ellie, from North Shields, Tyne and Wear, had booked a package deal with TUI but found themselves at odds with the tour operator.
According to TUI, the couple allegedly used "aggressive and disrespectful language" in the restaurant of the Terezas Hotel in Sidari, where they had previously stayed without a problem.
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The couple disputed the claims, insisting they had not shouted in the restaurant. However, Ellie had voiced her concerns about the subpar food quality to the manager. For our free daily briefing on the biggest issues facing the nation, sign up to the Wales Matters newsletter here .
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Paul described the hotel's culinary offerings to Chronicle Live as "tepid" and "not very nice", recounting instances where they were served uninspiring dishes such as rice with sprouts or a solitary slice of beetroot, reports the Mirror.
Food at the Terezas Hotel in Sidari, Corfu, which the Bells were unhappy about
(Image: Paul Bell/Chronicle Live )
Ellie complained to the manager on two occasions, inviting him to join them for breakfast to demonstrate their grievances, but he failed to appear. The dispute ultimately led to the couple's expulsion from the hotel and denial of boarding on their scheduled flight back to the UK.
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As a result, they were forced to spend several hundred pounds to salvage their holiday, securing a new hotel, flight, and transfer arrangements.
The experience left a sour taste, prompting the couple to vow never to use TUI again. Paul and Ellie received a letter the following day declaring that they could not remain at their hotel for the rest of their holiday.
The letter, dated May 20, read: "You caused a serious disturbance by shouting inside the hotel restaurant in front of other guests, resulting in significant distress and disruption to the peaceful environment of the hotel," and went on to say "you directed aggressive and disrespectful language towards both hotel staff, the hotel owners, and TUI representatives on site."
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However, Paul disputed this account, claiming TUI hadn't asked him or Ellie about the incident. He explained: "I don't remember anybody shouting. We only spoke to the rep on the day she was at the hotel and there was nothing disrespectful shown to her.
"They've never come and spoke to us to find out what happened, they've decided off what the manager has told them. But surely there are always two sides to a story? I was furious, because it spoiled the day we had planned."
Instead of being offered an opportunity to respond or challenge the decision, Paul and Ellie were instructed to get in touch with the UK consulate for further help. Then, on the evening of May 21, at 22:28, the couple received yet another letter stating that Ellie was prohibited from boarding the return TOM1531 flight to Newcastle on Friday, May 23.
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Just over 12 hours later, another email arrived stating that both Paul and Ellie would be barred from boarding the flight. TUI justified this decision by citing their terms and conditions, attributing it to "due to your conduct and behaviour".
Paul arranged return flights from Corfu with Jet2 on Thursday, May 22, for later that day at a cost of €328.56 (£280). However, upon their return to North Shields, they received yet another email from TUI stating that "the refusal of carriage for Paul Bell and Eleanor Bell has now been revoked, and you will now be allowed travel on your inbound flight".
The man explained: "That doesn't help us now, because we were told we have to make our own travel arrangements and we came home. We had to pay €60 for a taxi to the airport as well, because we weren't allowed on the transfers.
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"When we go on holiday, we try to go somewhere nice and quiet, sit and chill, try the local stuff, go to the towns and see the scenery and to have food like we did (in the hotel) was really disappointing. We got no back-up whatsoever from TUI.
"They took whatever the manager said as gospel and came to a decision just like that. Had we been drunk and disorderly, fine, but we weren't - we've never had any bother on any holidays before, until this time with TUI."
ChronicleLive has learned that TUI intends to reimburse the couple for their Jet2.com return flights and their airport transfers. TUI chose not to provide any additional comments to the publication.
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