TUI refunds thread

lgb2100

I booked a holiday in Oct 2019 for September 2020 - using Tui Giftcard and credit card.
The holiday was cancelled due to Covid-19, and I've just started to received cancellation emails, (altough Tui had cancelled holiday on 19th June).
I've not been given option of credit incentive, and they appear to be paying back what has been paid back to credit card, and to the Tui Gift card that was used. 
I thought it was a 'cash refund' that they were to send back to customers - Is a refund back to the Tui Gift card acceptable ?

bradders1983

Of course it is, thats how you paid. They mean "cash" as opposed to "vouchers"

withaspritz

Wow, I just spent a good hour or so browsing these threads.  Our First Choice (TUI) package holiday in September to Bulgaria has been cancelled today, they sent us the email about refund credits etc.  Looks like we are in for the long haul to getting our money back (pardon the pun).  One thing I am still confused about is if we can go straight to cash refund rather than wait for the refund credit, this thread suggests not but their email has an "option 3" as below:

3.	You also have the option to simply cancel your booking – we'll then automatically refund you the amount that you've paid for your holiday.

However I can't find any reference to how to action that on their website.  Only stuff about the classic refund credit then converting to cash refund

withaspritz

In fact I found it, you just cancel using the "because you changed my holiday" reason and they seemingly do it in 3-5 working days.  Will see though - not convinced!

shandypants5

withaspritz said:

In fact I found it, you just cancel using the "because you changed my holiday" reason and they seemingly do it in 3-5 working days.  Will see though - not convinced!

That’s exactly what we did,   It’s a bit unnerving and the lack of confirmation email was very worrying.   But then suddenly  3 weeks later we got a Strange email saying balance was now zero and a full refund into the bank account.

withaspritz

shandypants5 said:

withaspritz said:

In fact I found it, you just cancel using the "because you changed my holiday" reason and they seemingly do it in 3-5 working days.  Will see though - not convinced!

That’s exactly what we did,   It’s a bit unnerving and the lack of confirmation email was very worrying.   But then suddenly  3 weeks later we got a Strange email saying balance was now zero and a full refund into the bank account.

I got a confirmation email a few minutes after that.  Here's hoping the 3-5 working days actually means working weeks and not working months!!

Moppa

lgb2100 said:

I booked a holiday in Oct 2019 for September 2020 - using Tui Giftcard and credit card.
The holiday was cancelled due to Covid-19, and I've just started to received cancellation emails, (altough Tui had cancelled holiday on 19th June).
I've not been given option of credit incentive, and they appear to be paying back what has been paid back to credit card, and to the Tui Gift card that was used. 
I thought it was a 'cash refund' that they were to send back to customers - Is a refund back to the Tui Gift card acceptable ?

I got one of these recently as well. The email is almost like a statement: Does this mean that they have refunded to the original payment method?
  

CANCELLATION DETAILS

Holiday Cost

£6,483.00

Cancellation Fee

£6,483.00

Coronavirus Cancellation Fee Override

-£6,483.00

Refund Credit Note (R)

£800.00

Refund Credit Refund (R)

-£800.00

It's 'only' £800 we are due, but i had paid using a TUI credit card which I cancelled a few months back. I probably need to phone them?

Laurence_Harvey

Moppa said:

lgb2100 said:

I booked a holiday in Oct 2019 for September 2020 - using Tui Giftcard and credit card.
The holiday was cancelled due to Covid-19, and I've just started to received cancellation emails, (altough Tui had cancelled holiday on 19th June).
I've not been given option of credit incentive, and they appear to be paying back what has been paid back to credit card, and to the Tui Gift card that was used. 
I thought it was a 'cash refund' that they were to send back to customers - Is a refund back to the Tui Gift card acceptable ?

I got one of these recently as well. The email is almost like a statement: Does this mean that they have refunded to the original payment method?
  

CANCELLATION DETAILS

Holiday Cost

£6,483.00

Cancellation Fee

£6,483.00

Coronavirus Cancellation Fee Override

-£6,483.00

Refund Credit Note (R)

£800.00

Refund Credit Refund (R)

-£800.00

It's 'only' £800 we are due, but i had paid using a TUI credit card which I cancelled a few months back. I probably need to phone them?

That’s exactly the same format as the ‘cancellation details’ I received...and that was the last I heard from TUI. No refund, no communication,...nothing;...and no way to contact them either.

I was forced to make a claim through my Credit card company. The credit card company (Cap1) are driven by very strict (MasterCard) procedures and they needed lots of ‘evidence’ to pursue my case.

 It’s quite time-consuming to put together all the ‘evidence’ they required but once I’d satisfied their criteria they refunded my cash (£4k) very quickly,...just a couple of days actually.

I’ve still had no communication whatsoever from TUI though.

So, a big thumbs up for Cap1,...but two-fingers for TUI I'm afraid.

P.S. my holiday booking was done ‘in-store’ as opposed to ‘online’___people who booked in-store seem to have been consigned to a forgotten backwater .

 

 

withaspritz

5 working days on and still nothing from TUI regarding the refund. They shouldn't advise 3-5 working days if it's in fact 3 weeks!! Will keep the forum updated as and when the refund lands

skadupuk

withaspritz said:

5 working days on and still nothing from TUI regarding the refund. They shouldn't advise 3-5 working days if it's in fact 3 weeks!! Will keep the forum updated as and when the refund lands

It's 3-5 working days for a single card payment (with the card still valid), they have timescales for other payments on their website, but advise up to 28 working days depending on the circumstances.

Whilst not great if you have to wait, they are at least refunding the money (I've had 2 trips cancelled, both fully refunded within the 28 days, with variable timings base on method, so a credit card deposit payment was back in 2 working days, the direct debits were 20 working days)