When there is doubt, I tend to give priority to the version that passengers give because both 261/2004 and the travel legislation are consumer protection rights. But at least, they must deliver a basic proof: some facts (like FR24), some photos or multiple witness reports. However, in this case, the article in HLN.be was based upon the report from one single passenger, claiming she had to sleep in between garbich, cockroaches, cigarette butts and and other dirty stuff. Why would the airport offer such dirty place? Why did the passenger accept that? I would take the foldable bed upstairs, to a more decent place.sn26567 wrote: ↑16 Jul 2018, 12:25400 € is little, compared with what they had to endure: 19 hours delay, sleeping between cockroaches and cigarette butts in a filthy airport, absence of information, etc. And I am not sure that the 400 € will miraculously fall on their bank account: they probably will have to claim it.
Regarding the 400 € indemnity: many other airlines would have said "a delay caused by a technical issue on the incoming flight is force majeure, hence no indemnity to be paid". But yet, TUI offered the indemnity.