TUI Online booking problems

kmorr61

Hi as anyone else had a problem booking online with TUI.
On Friday went online and selected a holiday which i have done several times before.
Payment was confirmed, went to press continue/nothing, then technical difficulties with the site.
Next checked bank account £730 was pending payment to TUI, checked with them via there phone service no booking. Have spent all weekend trying to get my money back, no luck was told by TUIcares that will take 3 to 5 working days. When i asked what would happen to the holiday i thought i had booked and paid for, basically unlucky because prices can go up and down, ha not even a offer of the same holiday at the same price was told i could rebook and have to pay again while waiting for a refund, not good customer service.

NoodleDoodleMan

Sadly, Thomsons (as was), now TUI, have a reputation for shambolic customer service.

Sometimes you get through to staff who can action or resolve a problem - basically it's a lottery.

The level of training they give staff is questionable.

Their default mode is usually a "not our fault" position.

Good luck.

kmorr61

Hi tried to book again today online, must be stupid. Guess what happened again have rung several numbers to no avail, i am not sure customer service is a priority, all they kept saying was we can take your payment, oh sorry we cant cancel or refund the pending transaction.

NoodleDoodleMan

Do live close enough to a TUI shop to go visit ?

If I've understood your issue correctly you've "paid" for a holiday booking more than once ?

We had a similar difficulty a few years ago and their system had a problem with the multiple transaction - although our bank account was not debited more than once.

If you can go visit a store then a face to face should resolve it.

mgdavid

It's chaos at TUI!

NoodleDoodleMan

Allegedly.

kmorr61

Hi

Thought i would try again, seems to be company policy, just a polite reply would do, even acknowledgement that there is a problem, please rely today.

Hi

As no reply received thought i would try again.

Subject : Online booking Problems

Hi

I have tried to twice now to book online, on each occasion the funds have been placed pending, twice no booking.
I have the authorization codes from my bank to say that the payments were ok, seems the problem is TUI online booking system.
My main cause of frustration is there is no-one to talk to, the only advice is "i can rebook that for you", problem being i still have the £730 frozen, so i am little wary of spending more money, untill said funds are returned to my balance.
First failure Friday 2nd March 20.22 authorization code 982935 for a booking to the Protur Cala Millor flying from Exeter on the 17th April for 7 nights, which happens to be our wedding anniversary. This holiday has now gone up by £500.
Second failure yesterday 7th March 13.52 authorization code 551075 for Sat 14th Protur Bonamar Hotel flying from Exeter on Sat 14th April for 7 nights £722.45.
The worst thing is was being give several numbers which all ended up at sales, all trying to get me to re-book no one offering to quickly cancel the pending payment so i could do that, now got to wait till March 10th for the pending payment to be declined by TUI.
I did try to resolve this via twitter and facebook, but i think it seems to only twitter bots.
My overall experience has been stressful and disapointing, in the past 15 months we have had 5 great holidays with TUI/Skytours, you check my booking history.

I would appreciate a reply by 17.00 today please.

Many Thanks

(Text removed by MSE Forum Team)

jpsartre

Surely it's time to take your business elsewhere? Why bend over backwards to give your money to a company that apparently isn't particularly interested in getting it?

1trainer1

jpsartre wrote: »

Surely it's time to take your business elsewhere? Why bend over backwards to give your money to a company that apparently isn't particularly interested in getting it?

nah because its cheap i will keep on trying :rotfl:

jpsartre

Maybe it's cheap for a reason?

Westin

I very much doubt that the CEO of the TUI Group, based in his office in Hanover, is going to deal with your issue. He will have better things to do.

I suspect that the issue with your attempts to book are at your end. You have it seems tried twice with different hotels on different departure dates. Unless an issue with Exeter departures that is to much of a coincidence.

Holds on payment transactions will drop off after a few days. Your bank can probably tell you roughly how long that will take.

If you wish to book I think you should give up doing this yourself and either take up the offer to book via their call centre, or call in to one of their high street stores.