Tui Luggage

Pollycat

Shocking service.
So... has the lead passenger spoken direct to TUI about the mess created by one of their shops?

You booked a package with hold luggage.
That's what TUI should honour.
The lead passenger really should have chased that confirmation up.
It should have shown the hold luggage allowance that was in place when you booked.

Phillybub

Pollycat said:

Shocking service.
So... has the lead passenger spoken direct to TUI about the mess created by one of their shops?

You booked a package with hold luggage.
That's what TUI should honour.
The lead passenger really should have chased that confirmation up.
It should have shown the hold luggage allowance that was in place when you booked.

Yes she was with me, the shop manager agreed with us but head office said nothing they can do 

Pollycat

Phillybub said:

Pollycat said:

Shocking service.
So... has the lead passenger spoken direct to TUI about the mess created by one of their shops?

You booked a package with hold luggage.
That's what TUI should honour.
The lead passenger really should have chased that confirmation up.
It should have shown the hold luggage allowance that was in place when you booked.

Yes she was with me, the shop manager agreed with us but head office said nothing they can do 

So...just to clarify:

you have nothing at all that says your holiday includes hold luggage?

Phillybub said:

Hi all, I took all the good advice you gave, went to the store where I booked and sat down with the manager ( here goes the lame reason), she said she thought all packages had luggage included as all the ones they are selling have, BUT and here's the excuse.. They didn't have the contract with easy jet back in August when I booked it was with another airline but she don't know who with, now they have a contract with easy jet, meaning they basically have a contract for 50 seats for tui customers on each plane, and the new contract includes luggage, I was on the old contract, she rang head office while I was there, who actually confirmed no confirmation email was sent to us showing allowence and full holiday details and all was given was the fast track paperwork instore and apologised they hadn't sent it out in August (she printed it off today) but they won't add luggage as per their policy in August, I pointed out its clearly their error then which they have said I should have checked the details!!!! (the details they DIDN'T send me), but I can write a letter to head office to tell them I'm not happy, although nothing will be done about it but at least they will know, the store manager said when I next book from them in their store she will try and sort a discount.... Unbelievable 

Re bit in bold:

Did the paperwork you had from the booking give any details about the flight numbers (that were with another airline not Easyjet at the time you booked)?

I posted this earlier:

Pollycat said:

I've just done a TUI dummy booking for ex Bristol to ACE on 16/3 (17:50) returning 20/3 exact same flights as you've booked.

2 different hotels as yours isn't available. One is B&B platinum, other is AI.

Both say 23kg luggage included.

Did you ask the manager to do a dummy booking to see what it said about luggage?

If it says 'luggage included' her comment about "she called tui 3rd party who said luggage wasn't offered that day!!!! " is nonsense.

If you can't get to the store again, I would take to Twitter and see if anyone can help.

But be very clear about what has happened.

TELLIT01

It's a while since I booked a holiday in a travel agency shop, but I always received a full itinerary at the time and there is absolutely no reason that should have changed.  Your contract is with TUI not with the airline they choose to use and it's up to TUI to sort things out if the 'new' carrier has different baggage allowance (with the possible exception of hand luggage size). 

Unfortunately, for whatever reason, nobody in your party seems to have the original booking details so you are in a much weaker position.

bradders1983

Sounds a total shambles from start to finish.

Phillybub

I will upload the only correspondence we received at the day of booking, the store manager yesterday said they can see on the system every email sent /recieved and documents printed, and online tui activity from customers logging into their account, she showed us onscreen that they failed to send the full itinerary and only the fast track store copy which does not show full breakdown and the ref on the fast track wasn't the one needed to log in to our tui account!!! She told head office this who agreed they made an error and that lead party's email was correct but are adamant we would have been told on purchase no luggage allowence (no proof), as far as manager was aware all package holidays come with luggage, they told her yes they did this year but different carrier last year!!!  But don't know who last years was, strange that because we booked 7months ago and it's easyjet, just said nothing they can do write a letter just so they know we aren't happy but they won't change anything, and the store manager agreed it was wrong and she will give us a little deal on next holiday 

Phillybub

Phillybub said:

I will upload the only correspondence we received at the day of booking, the store manager yesterday said they can see on the system every email sent /recieved and documents printed, and online tui activity from customers logging into their account, she showed us onscreen that they failed to send the full itinerary and only the fast track store copy which does not show full breakdown and the ref on the fast track wasn't the one needed to log in to our tui account!!! She told head office this who agreed they made an error and that lead party's email was correct but are adamant we would have been told on purchase no luggage allowence (no proof), as far as manager was aware all package holidays come with luggage, they told her yes they did this year but different carrier last year!!!  But don't know who last years was, strange that because we booked 7months ago and it's easyjet, just said nothing they can do write a letter just so they know we aren't happy but they won't change anything, and the store manager agreed it was wrong and she will give us a little deal on next holiday 

No luggage showed on the full itinerary which we failed to have,she showed us onscreen, as I told them how are people supposed to know if they are unaware 

Pollycat

Phillybub said:

Phillybub said:

I will upload the only correspondence we received at the day of booking, the store manager yesterday said they can see on the system every email sent /recieved and documents printed, and online tui activity from customers logging into their account, she showed us onscreen that they failed to send the full itinerary and only the fast track store copy which does not show full breakdown and the ref on the fast track wasn't the one needed to log in to our tui account!!! She told head office this who agreed they made an error and that lead party's email was correct but are adamant we would have been told on purchase no luggage allowence (no proof), as far as manager was aware all package holidays come with luggage, they told her yes they did this year but different carrier last year!!!  But don't know who last years was, strange that because we booked 7months ago and it's easyjet, just said nothing they can do write a letter just so they know we aren't happy but they won't change anything, and the store manager agreed it was wrong and she will give us a little deal on next holiday 

No luggage showed on the full itinerary which we failed to have,she showed us onscreen, as I told them how are people supposed to know if they are unaware 

They are supposed to get a confirmation showing full details - very shortly after booking.

If your lead passenger had chased this up back in August, it would all have been sorted out.

So I guess your paperwork didn't show which airline you had originally been booked on...?