Tui website payment error

clairev

First of all anyone who like me have been trying all morning to get through to Tui customer services number - try this one I found on google for Thompson as you get though quicker!!! 02034 512688

I booked a holiday online with tui two days ago and when I paid the low deposit I got an error message saying the payment had not gone through. I couldn’t ring them as it was after their opening times but by the next morning I’d had an email confirming booking although it shows deposit paid as zero with the full amount of the deposit (£450 for two adults and one child) being due on 13th Feb. I’ve just rang as want to add two more people to the booking and change the flights (🙄) and they told me it would cost me £150 in amendment fees (expected as my own fault for booking a little too hastily) and I will also lose the £100 online discount I was already resigned to this but then when he went onto change it the (different) hotel we wanted had an error on their system and wouldn’t let him book it so he suggested I either ring back later or look for another hotel. I said I’d call back but he then told me he needed to take the £170 low deposit payment I tried to make on the original booking as otherwise the whole thing may be cancelled!??? I’m now wondering if because they didn’t take my low deposit payment in error two days ago if I can just not pay it and let them cancel it leaving me escaping the amendment fees and to rebook afresh online? Apparently there’s 4,000 customers who booked online this week and are in same position. TIA

richardw

How much have you paid?

clairev

Hi Richard I have paid zero. I thought I’d paid £170, got an error message immediately I hit the pay button telling me to ring them then closet followed by a second message saying Tui were aware of the problem and I’d no need to ring after all :huh:

clairev

When he asked me to pay the £170 I told him I’d call back later

clairev

I’ve just rang tui back and told them that obviously if the booking still hadn’t been secured (they told me it won’t be until I’ve paid the initial low deposit) and this meant I could cancel without fees I want to do that rather than it costing me money. They told me if I cancelled today I would have to pay fees but if I leave it and haven’t paid the low deposit by tomorrow it will be automatically cancelled so the lady advised me I’d be better off just leaving it!!!????

richardw

They’ve spent all that money re-branding and they can’t accept some bookings!

bagand96

clairev wrote: »

I’ve just rang tui back and told them that obviously if the booking still hadn’t been secured (they told me it won’t be until I’ve paid the initial low deposit) and this meant I could cancel without fees I want to do that rather than it costing me money. They told me if I cancelled today I would have to pay fees but if I leave it and haven’t paid the low deposit by tomorrow it will be automatically cancelled so the lady advised me I’d be better off just leaving it!!!????

Basically when you make a booking you enter into a contract with TUI, meaning you are liable to pay the full deposit, even on a low deposit holiday. As well as this the contract has charges for amendments etc as they have told you.

However, seeing as there was an error and no money has been payed it sounds like the system will automatically let your booking lapse and cancel it if no money has been payed. Seems like TUI are happy to let this happen, and it works for you too!

Sounds like their systems error has worked in your favour! But I may call them back tomorrow, or over the weekend to confirm your booking is lapsed and cancelled with no charge to you.

clairev

Yes I think someone may be looking over me but I’m under no illusions. I’m sure it will come back and bite me on the bum in one way or another! Now trying to book the new holiday and constant ‘technical difficulties’ message - in the meantime the flights we wanted are gone and the price has gone up :mad:

blindman

clairev wrote: »

Yes I think someone may be looking over me but I’m under no illusions. I’m sure it will come back and bite me on the bum in one way or another! Now trying to book the new holiday and constant ‘technical difficulties’ message - in the meantime the flights we wanted are gone and the price has gone up :mad:

And you still want to book with this firm?:eek:

On your own head be it.

Have you looked for other alternatives?

DIY?

clairev

Yes blindman we’ve looked and I’ve even contacted the owner of the apartments by Facebook and we can book the second apartment direct with them however it’s more expensive because when I looked at booking flights separately they came to almost as much as the whole self catering package holiday cost with Tui! Haven’t been abroad for several years and we very rarely booked as a package deal but we decided that we may have more protection and help in a crisis over there from the package company???