Tui Holiday Cancellation Help Needed!

MrMeuop

Hi all! First post so please bare with me.

I booked a Holiday with Tui on 11th July this year to go Cyprus, departing on 14th June 2020. Unfortunately I had to cancel due to a change of mind on the 31st July. I only paid the £100 low deposit option with the remainder (£300 to pay in October). After cancelling through the app it said that there is a £300 cancellation fee! Despite in the terms and conditions only saying that the deposit would be lost (does not say the FULL deposit) so I assumed that I would only be losing the £100 I paid.

Upon calling their ‘customer services’ call centre I was spoke to very rudely and was told that the rest of the deposit had to be paid despite it not saying the FULL deposit, the terms and conditions only say deposit. After getting absolutely nowhere over the course of over an hour on the phone I said that I will wait to be contacted for the £300 ‘Cancellation fee/remainder of deposit’. They would not even give me a description of what the cancellation fee was for and what fees they had accrued on their end. The guy on the phone said if I do to not pay there and then, that I should be expecting a call from the Finance team. Now more than 6 weeks later I haven’t heard a thing!

Has anyone else had any experience in this matter? Has Tui pursued you for the remainder of the money? As far as I’m concerned there was nearly 11 months notice that I gave of cancellation so by rights they probably haven’t got any fees on their side.

Any help or similar experience from Tui is greatly appreciated.

elsien

TUIs FAQ says cancellation of 70 days or more before travel: Loss of full deposit

Full being the operative word. You knew that the full deposit was £400 when you agreed the initial deposit payment. It's what you signed up to. I think you're on shaky ground arguing for more.

JGB1955

It's in their terms and conditions....




12. If You Cancel Your Booking


If you want to cancel your booking, or part of it, you must contact us as soon as possible. If you have made your booking through a Travel Agency, your agent must advise us of your request to cancel. Once your booking has been cancelled you can expect to receive a cancellation invoice within 14 days. If you don't please contact us.

To cover the cost of processing your cancellation, and to compensate us for the risk that we may not be able to resell your travel arrangements, we'll make a cancellation charge on the scale shown below. You are responsible for paying this charge.
Guide To Our Cancellation Charges
If you want to cancel your booking, or part of it, you must contact us as soon as possible. If you have made your booking through a Travel Agency, your agent must advise us of your request to cancel. Once your booking has been cancelled you can expect to receive a cancellation invoice within 14 days. If you don't please contact us.

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 - 57 days = 30%
56 - 43 days = 50%
42 - 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.

The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you'd be covered for the cost of any cancellation charges.

MrMeuop

Cheers guys, I still haven’t been contacted at all from Tui regarding the payment of the cancellation fee in over 6 weeks! Has anyone else encountered this?

Caz3121

MrMeuop wrote: »

(£300 to pay in October).

MrMeuop wrote: »

Cheers guys, I still haven’t been contacted at all from Tui regarding the payment of the cancellation fee in over 6 weeks! Has anyone else encountered this?

You will be paying the remainder of the deposit next month...payment is not late till then.

leylandsunaddict

MrMeuop wrote: »

Cheers guys, I still haven’t been contacted at all from Tui regarding the payment of the cancellation fee in over 6 weeks! Has anyone else encountered this?

It's not a cancellation fee. It's the remainder of your deposit, which you agreed to pay them when you booked. That information is in a link just under where you checked the box to pay a low deposit "Important low deposit information", as well as in the T&Cs you would have read before booking.

Is the booking actually cancelled? If so you owe them that money immediately. If not when you pay it in October the booking will then be cancelled.

bagand96

They’ll try to take the deposit next month when it’s due.

If they don’t get it then expect to hear from them. You agreed to it unfortunately in the booking T&Cs.

mattyprice4004

Your deposit is £400, the terms say cancellation costs the deposit - £400.
They don’t have to break the cost down for you, you cancelled so just pay what’s owed.

It was very clear in the terms you agreed to, and you chose to cancel.

stephb34

You will have to pay the £300 when its due no matter what they will chase you for it.
You say you changed your mind, telling us why would help because then we would be able to help you.
Once you have paid the £300 you then have until 10 weeks before to pay the final balance so you don't need to make a decision on it until then. You may decide by then you do actually want the holiday or if you don't by then 2021 will be on sale and you could move your holiday to 2021 which at the moment is only £50pp to change over, which is better than losing £400.

kicrosslan_0

Hi, I know this is an old post, just wondered if they chased you for your remaining deposit?

Westin

The OP only ever made two posts and does not seem to have been back to MSE since 14 September 2019. Not sure they will see your question.