Tui Luggage

Phillybub

Looking for some advice please, we booked a package holiday last August for a party of 8, we booked in store, and had printed confirmation in the day and were told once balance was paid all information would be emailed over to lead passenger, the package was hotel, transfers ect, we paid extra for an earlier morning flight, anyway we went online to check in as we fly next Monday but our ref wouldn't work, our flights are with easyjet who I take are the airline tui are using, we booked in via easyjet and done everyone's details BUT it showed hand luggage only and £48 each for 15kg, went back to tui shop to query this and they also couldn't get into our account with ref number and Could  find no confirmation of our holiday, we showed them our confirmation and balance paid receipt, she said she wasn't sure why luggage wasn't on our holiday as every other holiday comes with baggage allowence, she checked the same holiday and flight the next day and it came with 23kg and do did the same holiday for the next 7 months, she called tui 3rd party who said luggage wasn't offered that day!!!! I have written to head office been to the shop twice and told by store managers that they can't understand it and it should have been added, but still won't add it on for us, what do we do apart from paying hundreds to easy jet, tui were quick to take thousands of pounds but can't give us luggage that friends travelling later the sane day have included in their package, spoke to online customer service online won't deal with it, complaints dept won't deal with it, their larger store agreed it should have been added, but they keep mentioning 3rd party, surely my contract is with their store and not the company they are leasing planes from 

bradders1983

Have you tried replicating the exact same trip online (same dates, same flights) online to see if it DOES include luggage?

I have booked package holidays with Thomas Cook in the past which used Easyjet planes, luggage added on as standard, so no idea what has happened here. Yes I know Thomas Cook are not TUI but it should be no different.

NoodleDoodleMan

As above, I was under the impression all TUI packages included hold luggage regardless of the carrier used.

I wonder if the store has cobbled together a flights plus hotel plus transfers deal, rather than a bona fide package ? Sounds very unlikely though.

This next bit sounds implausible at best, plain nonsense otherwise - "he called tui 3rd party who said luggage wasn't offered that day"  - begs the obvious question, "why THAT DAY specifically ?"

I suggest you call in to the store again soonest and demand an answer - their "don't know"  position is unacceptable.

Incidentally - our emailed receipt and holiday details from TUI for a package in May clearly lists the luggage allowance along with the flight details etc.

Is there no similar advice on your notification paperwork ?

Good luck.

Phillybub

bradders1983 said:

Have you tried replicating the exact same trip online (same dates, same flights) online to see if it DOES include luggage?

I have booked package holidays with Thomas Cook in the past which used Easyjet planes, luggage added on as standard, so no idea what has happened here. Yes I know Thomas Cook are not TUI but it should be no different.

Hi, yes they even searched in the store and the later flight /holiday same day and the folliwung 7 months all had 23kg luggage included 

Pollycat

It's very clear on the TUI website about luggage.

The amount and the cost to upgrade.

Our package included 15kg pp, we paid to upgrade 1 pax to 20kg.

The OP's account does come across as confusing.

It doesn't make any sense (to me) that just one flight on a specific day doesn't have hold luggage.

I would be back in the store with my paperwork that shows my booking included 8 lots of hold luggage for the price I paid and that is what I'm expecting to receive.

Perhaps the OP could come back and let us know details:

departure/arrival airport, dates, flight numbers

Phillybub

NoodleDoodleMan said:

As above, I was under the impression all TUI packages included hold luggage regardless of the carrier used.

I wonder if the store has cobbled together a flights plus hotel plus transfers deal, rather than a bona fide package ? Sounds very unlikely though.

This next bit sounds implausible at best, plain nonsense otherwise - "he called tui 3rd party who said luggage wasn't offered that day"  - begs the obvious question, "why THAT DAY specifically ?"

I suggest you call in to the store again soonest and demand an answer - their "don't know"  position is unacceptable.

Incidentally - our emailed receipt and holiday details from TUI for a package in May clearly lists the luggage allowance along with the flight details etc.

Is there no similar advice on your notification paperwork ?

Good luck.

That's the thing we also didn't recurve confirmation, only the booking we made on the day showing anmount and date to be paid by, said full confirmation and reference would be emailed over, took that to the store and our ref does not work, tui couldn't access it either, we only found out about luggage as we could only check in via easyjet to input everyone's details 

Phillybub

Pollycat said:

It's very clear on the TUI website about luggage.

The amount and the cost to upgrade.

Our package included 15kg pp, we paid to upgrade 1 pax to 20kg.

The OP's account does come across as confusing.

It doesn't make any sense (to me) that just one flight on a specific day doesn't have hold luggage.

I would be back in the store with my paperwork that shows my booking included 8 lots of hold luggage for the price I paid and that is what I'm expecting to receive.

Perhaps the OP could come back and let us know details:

departure/arrival airport, dates, flight numbers

We are going back this afternoon and I won't be moving until its sorted, their attitude was "you got hand luggage" they want £48 for 15kg each for 8 people, it's not enough it's cost us thousands already, the store manager said the 3rd party won't allow luggage as holiday was booked in August 2019 and they didn't include it back then 🙄

Phillybub

Phillybub said:

Pollycat said:

It's very clear on the TUI website about luggage.

The amount and the cost to upgrade.

Our package included 15kg pp, we paid to upgrade 1 pax to 20kg.

The OP's account does come across as confusing.

It doesn't make any sense (to me) that just one flight on a specific day doesn't have hold luggage.

I would be back in the store with my paperwork that shows my booking included 8 lots of hold luggage for the price I paid and that is what I'm expecting to receive.

Perhaps the OP could come back and let us know details:

departure/arrival airport, dates, flight numbers

We are going back this afternoon and I won't be moving until its sorted, their attitude was "you got hand luggage" they want £48 for 15kg each for 8 people, it's not enough it's cost us thousands already, the store manager said the 3rd party won't allow luggage as holiday was booked in August 2019 and they didn't include it back then 🙄

We are travelling on the 16th March from Bristol to alicante, booked full board package holiday 

Phillybub

same day later flight, same airline ect, we paid for the earlier flight 

bradders1983

I just went in and changed the flight to the earlier one (leaving Bristol at 0835).

Guess what? 

"This holiday includes a checked luggage allowance with a total weight of 23kg for each adult"

You need to go in and present this evidence to them.

Phillybub

bradders1983 said:

I just went in and changed the slight to the earlier one (leaving Bristol at 0835).

Guess what? 

"This holiday includes a checked luggage allowance with a total weight of 23kg for each adult"

You need to go in and present this evidence to them.

We are booked on that flight, store said they couldn't check it as its full so won't show, 😠