On March 7, 2024, a ground vehicle collided with a Boeing 787-8 operated by Tui Airways at Barbados Airport. As a result, flight BY21 could not be operated and the affected travelers were initially stranded.

The vehicle should bring people with reduced mobility to the Tui Dreamliner about half an hour before departure. However, this wasn't exactly routine, as the ground handling service provider's vehicle collided with the long-haul jet. The remaining passengers were said to have already been on board at this point. The collision would have been audible with a loud bang.

For safety reasons, the aircraft then had to be extensively examined by technical staff at Bridgetown Airport. This meant that the passengers had to get out. Allegedly, Tui Airways then pursued a kind of “two-class policy” because only travelers in the premium classes were said to have been provided with hotel accommodation. The approximately 250 economy passengers are said to have been left to fend for themselves. According to those affected, the reason for this was that there were not enough hotel rooms available. It should also be noted that the passengers had to wait in the Boeing 17 between 00:22 p.m. and 00:787 p.m. local time before they were asked to disembark.

“We would like to apologize to customers who planned to fly from Bridgetown to London Gatwick on flight BY7 on March 2024, 21. Unfortunately, the aircraft was damaged while preparing to depart in an incident beyond our control. In the interest of the safety of our customers and crew, all customers have deplaned and will remain in Bridgetown while safety measures are implemented. We understand how frustrating this is for our customers and apologize for the delay,” Tui Airways said in a statement.

While the “premium” travelers received hotel rooms with a shuttle service, the economy travelers were said to have been handed out blankets and cushions after considerable verbal pressure. They should then spend the night in the terminal. Tui Airways said they were looking for more rooms, but the night passed faster than accommodation could be found. Many passengers are extremely angry that the airline, which is part of Europe's largest travel group, has made "class distinctions" in this flight irregularity, for which the carrier cannot do anything.