love holidays/tui booking query

little_green

looking for a bit of clarification.
I booked a holiday via love holidays / tui earlier in the year for sept. At the time i selected to pay a portion of it then & then just one other big lump sum nearer the actual holiday date. I did this as each time you make a payment they charge around £9 and I didnt want that adding up over the months. The payment dates were set by the company ie one at time of booking & one nearer time of departure.
I'm 100% sure I chose a "cancellable" option as I always do however upon inspection of my booking confirmation there is nothing detailing a final cancellation date.
The date I made the booking & the initial payment was take (deposit if you will) is detailed as is the details for the transaction nearer to departure.

Since nothing is detailed re final cancellation date does that mean it is not cancellable? Or should I assume the final cancellable date would be just before the last payment is taken?
I wrote all the detials down (incl. the cancellation date that would have been detialed) at the time of booking but sadly that notebook seems to have gone walk abouts. I'm surprised (and concerned) nothing is detailed in the booking confirmation. When i log in to luvholidays & my tui accounts similarly there is nothing detailing whether I did or did not in fact choose the cancellable option. There is an option to cancel but I havent clicked on it (in case it cancels it!).

It seems ridiculous that the booking conf wouldnt state "non-refundable" or "free cancellation until dd/mm"

Caz3121

little_green wrote: »

Since nothing is detailed re final cancellation date does that mean it is not cancellable? Or should I assume the final cancellable date would be just before the last payment is taken?

cancellation by you would be dealt with as per section 9 of the t&cs
https://www.loveholidays.com/about-us/terms-and-conditions-lh.html?state=BQoUAAAAA_____hQuvZBST_5bc788DAgAAZDgA

Pollycat

little_green wrote: »

looking for a bit of clarification.
I booked a holiday via love holidays / tui earlier in the year for sept. At the time i selected to pay a portion of it then & then just one other big lump sum nearer the actual holiday date. I did this as each time you make a payment they charge around £9 and I didnt want that adding up over the months. The payment dates were set by the company ie one at time of booking & one nearer time of departure.
I'm 100% sure I chose a "cancellable" option as I always do however upon inspection of my booking confirmation there is nothing detailing a final cancellation date.
The date I made the booking & the initial payment was take (deposit if you will) is detailed as is the details for the transaction nearer to departure.

Since nothing is detailed re final cancellation date does that mean it is not cancellable? Or should I assume the final cancellable date would be just before the last payment is taken?
I wrote all the detials down (incl. the cancellation date that would have been detialed) at the time of booking but sadly that notebook seems to have gone walk abouts. I'm surprised (and concerned) nothing is detailed in the booking confirmation. When i log in to luvholidays & my tui accounts similarly there is nothing detailing whether I did or did not in fact choose the cancellable option. There is an option to cancel but I havent clicked on it (in case it cancels it!).

It seems ridiculous that the booking conf wouldnt state "non-refundable" or "free cancellation until dd/mm"

You usually pay a deposit then the balance 10 or so weeks before departure.
If you cancel before the final payment is due, you lose the seposit.
If you cancel after the final balance date, there is usually a sliding scale of how much you will lose.

I wouldn't expect to see "non-refundable" or "free cancellation until dd/mm" on a holiday confirmation.

little_green

Pollycat wrote: »

You usually pay a deposit then the balance 10 or so weeks before departure.
If you cancel before the final payment is due, you lose the seposit.
If you cancel after the final balance date, there is usually a sliding scale of how much you will lose.

I wouldn't expect to see "non-refundable" or "free cancellation until dd/mm" on a holiday confirmation.

the final payment is due to be taken 14 days prior to departure.
I have seen free cancellation/non refundable detailed on previous bookings hence my original post/feeling that this was unusual

foxtrotoscar_2

little_green wrote: »

the final payment is due to be taken 14 days prior to departure.
I have seen free cancellation/non refundable detailed on previous bookings hence my original post/feeling that this was unusual

Who were the previous bookings with?

Pollycat

foxtrotoscar wrote: »

Who were the previous bookings with?

Good question.
I've booked lots of package holidays over the years with lots of different tour operators and never seen the statement that the OP says she has seen.

TUI T&Cs show the sliding scale for cancellation fees that I referred to in my earlier post:

Guide To Our Cancellation Charges
These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers.
Period Before Departure When Notice Of Cancellation Is Received Percentage Of Total Booking Price

70 days or more Loss of deposit

69 - 63 days 30%

62 - 49 days 50%

48 - 29 days 70%

28 - 15 days 90%

14 - 0 days 100%



Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options, see Sections 10 and 11.4, are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay.

If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation.

https://www.tui.co.uk/destinations/booking/tandc?ptype=PDP

On a package holiday, I've never paid the final balance as late as 2 weeks before departure.

Also from TUI T&Cs:

This is your only commitment until 12 weeks before you go. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least 12 weeks before you go on holiday.If you don’t, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 12.

I have to say that I've never used a 3rd party e.g. OntheBeach, LoveHolidays. Teletext :eek: as I've never trusted them after reading loads of complaints over the years.

I'm not clear whether the OP wants to cancel or is just curious about the non-appearance of a clause that she expected to see.

stephb34

little_green wrote: »

the final payment is due to be taken 14 days prior to departure.
I have seen free cancellation/non refundable detailed on previous bookings hence my original post/feeling that this was unusual

Many operators nowadays are letting you make your last payment 2 or 3 weeks before departure but if you read the small print you still have to pay the amount it says in the terms and conditions and then if you want to cancel you would lose what it says and you claim on your insurance if it is an insurable reason.
Companies like booking.com, Expedia etc often have free cancellation on the accommodation part not usually on the flight sector.
This holiday you have your contract is with Love holidays not Tui, its just LH have purchased your flight seats with Tui hence you have a locator for them, your hotel will be contracted with a bed bank.

Pollycat

I think the OP is mixing up 'proper' Tour Operators such as TUI and 3rd party agents such as the ones I mentioned in my post and Stephb34 mentioned a few more in her post.

As earlier, if you booked a package with TUI the balance will be due no later than 12 weeks before departure.

If you book a holiday with a 3rd party agent - even if it is a TUI holiday - you are bound by that agent's T&Cs. not TUI's.

foxtrotoscar_2

foxtrotoscar wrote: »

Who were the previous bookings with?

Do you have an answer or are you going AWOL?

little_green

foxtrotoscar wrote: »

Do you have an answer or are you going AWOL?

i cant remember off the top of my head them all, but hotels.com i think or bookings.com
I have definately seen the "free cancellation until" statement on previous bookings so i'm not sure why everyone is acting like i've just totally made that up.
I am asking out of curiosity, I do not wish to cancel.
Again, not sure why people seem to be attacking me re the final balance not being due until 2 weeks before departure, it was the company that set this date not me! I could have happily paid it earlier if required.
The package was booked through love holidays using TUI flights i believe (though i've had emails from both companies hence the confusions).
The flights are not refundable, i'm aware of that but at the time of booking it definitely said the hotel was cancelled until a certain date, that's why we chose that option as the same room was available for cheaper but there was no cancellation option.
So my question is why isnt this detailed on the booking? If it was advertised at time of booking as having last free cancellation date (for hotel only) as eg. 1st Aug then could I in theory as long as I cancel by then wouldnt be charged, or would i still be bound by the t&c's despite it saying it was free cancellation? Also why is there no record anywhere of that free cancellation until date.... ? Because if i did need to cancel i have no proof i selected that option over the cheaper non cancellable one

elsien

Hotels.com and booking.com do the cancellable options for hotels, usually with a higher cost. The flight is booked separately.
I suspect the difference with TUI is that it is a full package directly with them (no third party agents involved) and in my experience the free cancellation isn't usually an option.
You could either contact them directly to ask, or do a dummy run with a similar booking to see what options you are given.