TUI Cancellation Help

louisesduck

We are due to fly to Daytona beach, Hard Rock Hotel in October we have been informed our flight has now been changed meaning we will have over 6.5hrs before our connecting flight from Atlanta to Daytona. 

We don’t feel comfortable flying or holidaying with our children, my husband is self employed and I work for the NHS there’s just not the option to quarantine upon our return.

We are unravel to reach Virgin Holidays, we have tried the following options:-

Phone (including booking line) auto message unless we are travelling within 72hrs they will not take our call 

Text message there’s no response 

Live web chat - down 

I have emailed the lady we initially booked with in branch - email bounced back 

Emailed cancellation team - bounced back 

Wrote a letter - no response 

Online managing my booking - no option cancel 

App - no option to cancel 

We are happy to loose the £700 deposit, however we have to make contact before 27th July otherwise we have to loose £700 deposit plus 30% of total holiday cost!

We feel literally backed into a corner to pay the full balance, and will not know until 72 hours before we fly if we can fly...meaning we have to pay for ESTA forms, arrange holiday money, book time off, holiday insurance, purchase new holiday clothes, airport hotel (we live in Nottingham and fly from Heathrow), airport parking and pay for cat hotel making this a very costly and potentially loosing all this money or we don’t fly.

As a family we have been affected by Covid and would rather not be using our monies for a holiday.

Any help you can provide would be most helpful, please view Virgin Holiday below its many many other people also needed help.

Westin

louisesduck said:

We are due to fly to Daytona beach, Hard Rock Hotel in October we have been informed our flight has now been changed meaning we will have over 6.5hrs before our connecting flight from Atlanta to Daytona. 

We don’t feel comfortable flying or holidaying with our children, my husband is self employed and I work for the NHS there’s just not the option to quarantine upon our return.

We are unravel to reach Virgin Holidays, we have tried the following options:-

Phone (including booking line) auto message unless we are travelling within 72hrs they will not take our call 

Text message there’s no response 

Live web chat - down 

I have emailed the lady we initially booked with in branch - email bounced back 

Emailed cancellation team - bounced back 

Wrote a letter - no response 

Online managing my booking - no option cancel 

App - no option to cancel 

We are happy to loose the £700 deposit, however we have to make contact before 27th July otherwise we have to loose £700 deposit plus 30% of total holiday cost!

We feel literally backed into a corner to pay the full balance, and will not know until 72 hours before we fly if we can fly...meaning we have to pay for ESTA forms, arrange holiday money, book time off, holiday insurance, purchase new holiday clothes, airport hotel (we live in Nottingham and fly from Heathrow), airport parking and pay for cat hotel making this a very costly and potentially loosing all this money or we don’t fly.

As a family we have been affected by Covid and would rather not be using our monies for a holiday.

Any help you can provide would be most helpful, please view Virgin Holiday below its many many other people also needed help.

You have posted on a TUI thread.

pattycake

pattycake said:

I have been in one Tui package already this year and already have 3 more trips booked with them.  I fully intend to travel unless my personal circumstances and health advice changes.  My next holiday is at Easter and I’m definitely looking forward to it!

How things have changed since I wrote that’s post.  Easter cancelled by the FOC advice.  Have a credit note from Tui for that.  My June holiday has been amended to June 2021 and we have chosen to cancel August and forfeit the deposit.

October is still ‘live’ but by July we will have to make a decision as to whether we pay the balance.  I have a glimmer of hope we will be able to go.  It’s a wait and see scenario.

Holidayman1111

What happens if you can't get through to pay the balance. Is it only the deposit lost.

NoodleDoodleMan

Holidayman1111 said:

What happens if you can't get through to pay the balance. Is it only the deposit lost.

That is TUI's policy.

Holidayman1111

NoodleDoodleMan said:

Holidayman1111 said:

What happens if you can't get through to pay the balance. Is it only the deposit lost.

That is TUI's policy.

That's good.

Through TUI really should not being this chaotic if they want to retain business.

NoodleDoodleMan

Holidayman1111 said:

NoodleDoodleMan said:

Holidayman1111 said:

What happens if you can't get through to pay the balance. Is it only the deposit lost.

That is TUI's policy.

That's good.

Through TUI really should not being this chaotic if they want to retain business.

I doubt you'll get any dissenting responses on that last comment.

TUI have effectively managed to make themselves almost uncontactable by telephone - this is bad enough for customers (like me) seeking refunds, even more so for those who still have an outstanding balance and wish to settle so they don't lose deposits as well as their holiday or cruise.

Here is the sliding scale applicable when balances are paid up and customers wish to cancel - para.4

https://www.tui.co.uk/destinations/faq/how-much-will-it-cost-to-cancel-my-holiday?catId=265&subcatId=267&docId=860