late to pay full amount and cancelled/

TELLIT01

stephb34 wrote: »

Where in the original post does it state it was booked in a shop?
Reading it, i would have said it was booked online or by phone.
Usually shop staff chase and chase balances by phone, email and letter to save having to cancel any bookings and lose the sale.

I interpreted the conversation with a TUI agent as face to face, but I could be wrong.

comeandgo

bagand96 wrote: »

Only thing I can suggest, which you may already have done, is to try and escalate. In most companies, the frontline customer service agents have very little authority to go against company policies. If you can manage to speak with someone more senior they might be able to make the decision to reinstate the booking, given its a genuine mistake and you want to pay the balance and go. No guarantees of course.

A little bit of social media shaming may help.

Why should they be shamed when they (tui) have done nothing wrong? Honey usually works better than vinegar to try and get what you want.

leylandsunaddict

Why do some people suggest social media shaming when a company has done nothing wrong? The use of social media to vent about something that's you're own fault is growing unfortunately. What has happened to personal responsibility? Missing a balance due date and breaking a contract is not a mistake, it's irresponsible.

Several years ago when you could pay deposit for a flight a friend missed the due date and had to rebook. He didn't moan and complain, he just rebooked
That was Thomson (Tui) as well.

NoodleDoodleMan

Where in the original post does it state it was booked in a shop?
Reading it, i would have said it was booked online or by phone.
Usually shop staff chase and chase balances by phone, email and letter to save having to cancel any bookings and lose the sale.

Whenever we've booked through a TUI shop they have always sent timely reminders to settle the balance.

bagand96

comeandgo wrote: »

Why should they be shamed when they (tui) have done nothing wrong? Honey usually works better than vinegar to try and get what you want.

_leylandsunaddict wrote:

Why do some people suggest social media shaming when a company has done nothing wrong? The use of social media to vent about something that's you're own fault is growing unfortunately. What has happened to personal responsibility? Missing a balance due date and breaking a contract is not a mistake, it's irresponsible.

I’ve edited my post. The use of the word shaming was perhaps a bit strong, and not necessarily appropriate given that TUI are not at fault.

That said, I think it’s a valid suggestion. Social media, especially twitter, seems to have become a way to quickly escalate a customer service issue to get a resolution when a company’s regular channels aren’t working. I’ve had a number of personal experiences (although not with TUI) where I’m getting nowhere with phone/email/webchat, but one tweet and things start happening. I’m not saying I agree with it or even like it - a company should have effective and consistent customer service across all channels - but twitter often seems to work better.

This is a situation where a genuine mistake has been made and was realised very quickly. Yes companies have to have policies for things like balance due dates, however a bit of pragmatism on the part of TUI could have resolved this given the timescales being so short and the customer “owning up”

TELLIT01

NoodleDoodleMan wrote: »

Whenever we've booked through a TUI shop they have always sent timely reminders to settle the balance.

Whenever I've booked with TUI on-line there have been reminders sent too. A problem with the receiving e-mail system would seem to be the most like source of the problem.

parcival

I would try to find a number for TUI headoffice in the UK. Ask to speak to the Executive complaints team (all big companies have this). Explain the situation and hope that some festive spirit is in evidence.

May not work but I agree that TUI have done nothing wrong....