TUI refunds thread

RalphWiggam

Still not had my refund from 13 March.  No contact.  Cannot get through on the phones. 

Yessam90

I was due to fly in 8 days time & ive still had nothing from them (and the booking is still counting down the days on the app).

I’ve tried ringing last week (was on hold
for 2 hours plus each time) & I tried emailing only to be greeted by an automated email advising I won’t be getting a response.

I’ve flown with TUI a lot over the years but I’ll seriously be considering ever flying with them again after this - just screams of poor delay tactics throughout. I feel for those customers who probably really need their refunds to ensure they’ll be OK financially over the coming months.

ChippyAft

• I was due due to fly to Orlando For a family holiday on April 4th
• TUI confirmed a full refund on March 18th when I spoke with them (this was the day after the US banned flights from the UK)
• Refund was promised “within 7-10 days” and confirmed via email
• Four weeks later, no refund

bradders1983

Well you have evidence a refund is coming, so sit tight.

ChippyAft

bradders1983 said:

Well you have evidence a refund is coming, so sit tight.

I hope so, Bradders. Unfortunately, what TUI say and what they do are two different things at present so who knows?

bradders1983

ChippyAft said:

bradders1983 said:

Well you have evidence a refund is coming, so sit tight.

I hope so, Bradders. Unfortunately, what TUI say and what they do are two different things at present so my trust in them is waning.

You have email proof you are getting refunded, nothing that a threat of small claims court action in a few months time wont sort if they havent done it before then. No point doing that now though as the court system has ground to a halt.

ChippyAft

bradders1983 said:

ChippyAft said:

bradders1983 said:

Well you have evidence a refund is coming, so sit tight.

I hope so, Bradders. Unfortunately, what TUI say and what they do are two different things at present so my trust in them is waning.

You have email proof you are getting refunded, nothing that a threat of small claims court action in a few months time wont sort if they havent done it before then. No point doing that now though as the court system has ground to a halt.

Agreed and thanks for the perspective.

It would be nice if they were just honest with their customers, though. Tell us that the situation is difficult and that refunds will be delayed for a couple of months. I would understand. Allow customers to pay for their next holiday with their outstanding refund. That’s reasonable.

The current approach where they promise refunds and then (seemingly) don’t process the vast majority, followed by stalling with generic platitudes on social media and their call centres leads to mistrust and stress.

bradders1983

Being snowed under wont be helping. They have to deal with 100% holidays being cancelled, all shops being shut, staffing issues etc. 

SAZB12

bradders1983 said:

Being snowed under wont be helping. They have to deal with 100% holidays being cancelled, all shops being shut, staffing issues etc. 

I want to pay the deposit but all phone lines are down, so not sure what is going on. Doesn’t leave me with much confidence 

Pollycat

SAZB12 said:

bradders1983 said:

Being snowed under wont be helping. They have to deal with 100% holidays being cancelled, all shops being shut, staffing issues etc. 

I want to pay the deposit but all phone lines are down, so not sure what is going on. Doesn’t leave me with much confidence 

Can't you do it online through 'manage my booking'?

That's how we paid our balance.