Jet2 sets up telephone helpline for guests trapped in Tenerife hotel

Jet2 is contacting customers who stayed at the Tenerife hotel where four guests have since been diagnosed with coronavirus to refer them to advice from the UK government about what to do if they think they have been infected.

The H10 Costa Adeje Palace is in quarantine, with around 100 Jet2holidays’ customers and 200 TUI Group customers trapped inside.

They have been told they’re not allowed to leave and have been advised to remain in their rooms, although some say lunch was served in the hotel dining room today and they are being allowed to wander around the grounds.

In a statement, jet2 said it was contacting customers to check on their well-being and offer designated 24/7 telephone assistance.

"We have stopped all sales to the hotel, and customers who are due to travel to the hotel will be transferred to other accommodation. We are also contacting customers who have recently stayed at the hotel to refer them to advice from the UK government," it said.

"We always follow the travel advice of the UK Foreign and Commonwealth Office and their guidance shows that there are no travel restrictions in place to any of our destinations, so our flying programme remains unchanged.

"The health and safety of our customers is our absolute priority, and we will continue to release more information as it becomes available."

TUI confirmed it had around 200 customers in the resort from different countries. "TUI representatives in Tenerife are present on site and will liaise with our customers," it said in a statement.

"All guests have been asked to remain in their rooms and are being looked after by the hotel. Our holiday programmes to Tenerife continue to operate as planned for all other hotels. We will continue to monitor the situation closely and are in contact with the hotel and local authorities. We will provide a further update as soon as we have more information.

"For customer due to travel to the H10 Costa Adeje Palace Hotel in the next 14 days, a member of our team will be proactively contacting you to discuss their booking, including full refunds and amendments.

"We’d like to reassure customers that this is an isolated case at this time. Currently the Foreign and Commonwealth Office does not advise against travel to Tenerife and therefore normal terms and conditions around cancellations and amendments apply. However, should the Foreign and Commonwealth Office travel advice change, we will contact customers to discuss their options."

One British holidaymaker in the hotel said she was horrified because some guests weren’t following advice from health officials.

Talking to BBC2’s Newsnight programme, Selina Lund who is staying at the hotel with a 12-year-old daughter, said she had gone into the hotel’s restaurant for lunch and saw that some of the other guests weren’t wearing masks.

She said one elderly lady, with a gash on her arm, had been coughing near to the buffet area with her mask not fixed on properly. 

She said guests have been given thermometers and were being asked to take their temperature throughout the day and call in with their readings.