How did the crew know the passport had been found?

As airlines are getting a hammering for their poor service and attitude, great to hear of one which is bucking the trend and realizes the power of retaining happy customers

Absolutely right to do in this situation. And why can’t tui get the Passengers on the Aberdeen and other flights to other Uk airports on time every time

TUI, never again

Wow, positive decision from the crews.

Eastmidlands not Manchester my mate was on it

TUI is looking large

It's very rare, almost impossible… However it was very kind act and a good precedent given a solid reason ….

Wow, my sanity is restored towards human beings. I hope the company TUI was just as understanding.

Yes

This was so thoughtful and especially relaoding their bags. I have seen this before so it is not the first time. If it was at a big metropolitan airport this would not have occurred because they would have to wait for a slot, so it was worth it. Well done to all the crew at TUI.

Whilst highly likely not to be the intention at the time, it has probably turned out to be a hugely successful PR event for TUI. The extra costs of taxiing, returning to the gate and all the costs that this involves is probably still a lot cheaper or equivalent to asking an ad agency to come up with a PR event. The kindness of the Captain and First-Officer, cabin grew and ground staff just goes to show that it does pay off to be kind.

it is a big security issue pointing at the baggage alone. the captain has pointblank correct decision, in all aspects. in short, the passengers are not high risk

Great

Very sweet of the Captain and the crew and the ground staff. All their efforts are greatly appreciated. We salute you for your kindness.

fabulous story .. well done TUI

If the family realized the cost of the fuel consumed by this exercise that they didn't have to pay for, they would be even more grateful! But happy ending, and I'm sure all of the passengers on board will book with TUI again for their kindness!

Wonderful!!!! Next opportunity I will choose TUI Airlines to fly with! Great story. Kudos to all involved.

Whether a good or a bad precedent, I know one airline that will never follow it. In 2014 I was travelling FIRST CLASS (admittedly, an upgrade with miles) to Singapore on BA, and because of confusion with the time shown on my phone (I came from Geneva) I arrived late at the gate. The staff in the first class lounge had been too busy gossiping to alert me, and were unwilling to call the gate when I found out my mistake. I made a run for it, and arrived when the plan was still connected to the jet bridge. But I was told the gate was closed. No further assistance was given and I actually had to pay extra to be put in business class 24hrs later. So it is heartening to see there are also decent airlines. Superfluous to say, BA has been at the top of my blacklist since then.

Bravo to the flight crew and ground crew for their decision to assist the stranded passengers.

11 out of 10 to the Captain for that compassionate act. Can't ever see Ryanair doing that.

I am trying to comprehend how a 7-year-old was made responsible for her own passport.

Umm.. what? bad precedent are we talking about here?
Are you hopeful of companies/ brands like Air India Express (or even Air India), Spixworth, Indigo, Whiz Air, Ryanair, Delta, American Airlines or any such carrier ever doing something like this for a normal passenger?
An average Joe (who isn't a well heeled business mogul, top bureaucrat, filthy politician/ filthy royalty born out of wedlock).. would actually never get such exigencies met by most (almost all) of the airlines!
Whatever Thomson Airways (TUI Airways) did.. is at best an anomaly in the passenger transport aviation industry.
As a substantial (possibly the largest) charter flights service provider.. and may be due to the relative goodwill that it might generate.. the cockpit crew and/or the company management might have taken some leeway.
.
Far from "setting a bad precedent".. it might actually even be forgotten in a blink of an eye (couple of years).

I shudder to think how much this cost – and how much extra CO2 was put into the atmosphere. And it delayed the other passengers, who had managed not to lose their passports. It may have been a compassionate decision, but I'm not at all sure it was the right one. That captain's job is probably safe though, if only because sacking him would produce bad publicity now. He may nevertheless have a long conversation with the chief pilot .

Not the first, probably won't be the last……but don't make a habit of it! ☺☺☺

Never heard off but the captain should be complemented for his human decision

You're right, its very rare that the pilot in command will make that decision, to return to gate and same time load up the bagages of the father/daughter. For sure TUI airlines will have a free advertisement on how great pax service the airline is

This is really really a great job by TUI.

I was at KUL airport i was catching a malindo air flight to TRZ, if im not wrong an air india aitcraft most prob 787 had just closed the gate and the aircraft had just connected the towbar, a lady who was supposed to board that was fighting with the gate agent to get on that.

While being highly irregular, I find very heart-warming for the captain to show his human side. I feel that that gave the airline some very good PR.

Not even 30 minutes ago, I had a horrific, rude, incident happen to me. Now, just reading this article reassures me that "people still care about other people and there unfortunate incident they encountered. THANK YOU, CUI Airlines! I can now relax and go to sleep. The Captain,and entire Crew made a decision that will hopefully remain in everyone's memory. We are human and not perfect in any way. However it seems that at times "No One Cares". You have shown to Thousands Yes we do care of and at times we can an bend our norm. You made one entire Family very happy!!! Saying the least. They will reward you in a way each of you will think about. I believe in Carma very much. Good deads never go without being rewarded. And other passengers aboard should "think this can happen to the most organized person". It's a fact of life.

Wow, how about that😀. And no harm of any sort should come from this. Otherwise, it would be really sad.

TUI airlines is great.
I will use this airline soon I have the opportunity

I've heard of (and experienced) flights remaining at the gate for delayed passengers and flights returning to the gate to drop people off who no longer want to fly after long ground delays, but never a flight returning to pick up someone who had missed the flight or been denied boarding (even when the reason for the denied boarding is resolved within minutes of the door closing)