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Adrian Insley said his perfect holiday in Tenerife almost ended badly after he lost his daughter’s passport at the airport. The 38-year-old man would board a TUI flees with his partner Rebecca Thomson, their four children and Adrian’s parents when he realized he had left his daughter’s passport in the duty-free shopping district.
His family was able to board, but his seven-year-old daughter became “emotionally upset” when she saw her father waiting at the gate.
Mr. Insley found the passport, but by this time the gate closed and the father was told he could no longer board the scheduled flight.
The plane reached the runway when it was decided to turn around to pick up Mr Insley, an account manager, who pleased his desperate family.
Speak with Nottinghamshire Live, his mother Sharon Insley, 60, said: “I was impressed by the staff, who were so caring and tried to calm the crying grandchildren. They said Adrian could catch the next flight to Manchester if there is room, they were just so nice and understanding.
“They went to talk to the captain and ask about the logistics of it. At this point we were ready to take off, it was just before the runway.
“And then the flight attendant asked if we could tell Adrian to come to the gate so we could pick him up. I was stunned because I’ve never flown in all my time, ever knew they can come back for you.
“They then apologized and said they couldn’t put Adrian’s luggage back. We said we didn’t care, it was great, just unbelievable.”
Mr Insley finally boarded the flight to East Midlands Airport and has since expressed his thanks to the airline.
TUI said the work highlights the “incredible dedication of colleagues”.
But recalling the initial trauma, Mr Insley from Ilkeston, Derbyshire said: “My children cried, my partner cried. The representatives of the other planes asked all passengers to check their bags.
“At least I was happy to get the passport back, but then the situation got more interesting.”
His mother, from Watnall, Nottinghamshire, continued: “We had a great holiday and everything was great, just a little trauma of course.
“I actually tried to thank TUI, but they only have a portal for complaints. If all you hear about the travel industry is doom and gloom, we just wanted to share some exceptional customer service our family encountered over the holiday weekend.”
A TUI spokesperson said: “We are delighted that the Insley family was able to travel on holiday as planned. This is another example of the incredible dedication of TUI colleagues who go out of their way to get customers on holiday. .
“We appreciate all our teams who continue to show their hard work and dedication to TUI and its customers.”
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