TUI refunds thread

Aylesbury_Duck

markavfc2 said:

Looking for a bit of advice. I have paid for my holiday in full going out May 22nd to Greece. There is zero chance it will go ahead but given the issue with refunds do people think I would be better changing to next year, I can get same holiday but year later for an extra £140 which won't have to be paid until next February, or should I wait and take the chance on getting a refund?

Entirely your choice.  Go with whatever makes you feel most comfortable.

Camp2616

bradders1983 said:

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 

Dont you mean "I want to pay the BALANCE"?

I finally got through and paid my balance on 0800 009 3836. best of luck but keep trying.

SAZB12

I finally got through to First Choice and have been given an extension for the whole of my balance . Thanks for everyone’s advice. 

PatriciaJune

I booked a TUI 2 wk. package holiday online to Spain flighing out on the 20th May 2020 TUI have cancelled all holidays up to the 14th May, I had an email from them to say I could change the date for free but have dictated that we will not go abroad this year as both myself and husband have asthma. My question is should I try and contact TUI our wait and see if TUI amend the cancellation date again.

markavfc2

I was in a similar situation and had a holiday to Zakyynthos going on May 22nd. I phoned TUI yesterday and changed to exactly the same holiday to next May, going on 29th instead of 22nd, but all other details the same. There are obviously no amendment fees but the holiday was an extra £130 which I thought was fine given a year later and prices do go up. The £130 doesn't have to be paid until 12 weeks before the holiday in March 2021. I did seriously consider just waiting for TUI to cancel, which they will as zero chance holidays abroad will be allowed over next few months at least, but had heard that refunds are expected to take months. I also know that holiday costs next year are likely to be much higher than this year so thought that £130 difference for next year was a decent deal. Obviously if the holiday was to get cancelled next year I would still be entitled to a refund.

If you would consider changing so you can go next year give them a call now. If not and you want a refund you will need to wait until they cancel your holiday, which they will, and then tell them you want a refund and wait however long it takes for the money to be paid back.

DMEKB

This has been interesting reading.
Our situation is similar but with a twist. We booked a 10 day package last year to Gran Canaria departing on 24th April 2020 (a package holiday we've booked before with Tui many times). When the Coronavirus issue started we realised the holiday wouldn't go ahead and after a few days noticed on the Tui website they would transfer/rebook our holiday for a later date. We contacted Tui by phone (as we were unable to change via their website when we tried) and spoke to a helpful agent. Unfortunately he advised us we were only able to transfer to another holiday that used BA flights as our package came with BA flights. We did not book the flights, the holiday was a Tui package which, once the details came through, had BA flights. All money was paid to Tui when the holiday was booked direct on their website. We had no choice but to leave things as they were as we couldn't find another holiday with BA flights on the website immediately that we wanted (and also since after looking on their website for some time). The agent suggested waiting as the holiday would likely be cancelled anyway and we could then get a refund.

One week to go before the holiday and we've heard nothing. The BA  flights are cancelled but the holiday still shows "live" when we check "my bookings" via the Tui website. Looks like we won't get a refund, just a voucher, but hopefully won't be for holidays with BA flights only? We'll post if we get any news but not going to hold our breath after reading all the other posts.
It's a shame Tui aren't more forthcoming with info. A companies true worth is always found out when things go wrong, sometimes the truth isn't always well received but if they tell the truth at least we all know where we stand. Lying to customers will get them nowhere, hopefully we will get the truth when they eventually contact us!

Yessam90

DMEKB said:

This has been interesting reading.
Our situation is similar but with a twist. We booked a 10 day package last year to Gran Canaria departing on 24th April 2020 (a package holiday we've booked before with Tui many times). When the Coronavirus issue started we realised the holiday wouldn't go ahead and after a few days noticed on the Tui website they would transfer/rebook our holiday for a later date. We contacted Tui by phone (as we were unable to change via their website when we tried) and spoke to a helpful agent. Unfortunately he advised us we were only able to transfer to another holiday that used BA flights as our package came with BA flights. We did not book the flights, the holiday was a Tui package which, once the details came through, had BA flights. All money was paid to Tui when the holiday was booked direct on their website. We had no choice but to leave things as they were as we couldn't find another holiday with BA flights on the website immediately that we wanted (and also since after looking on their website for some time). The agent suggested waiting as the holiday would likely be cancelled anyway and we could then get a refund.

One week to go before the holiday and we've heard nothing. The BA  flights are cancelled but the holiday still shows "live" when we check "my bookings" via the Tui website. Looks like we won't get a refund, just a voucher, but hopefully won't be for holidays with BA flights only? We'll post if we get any news but not going to hold our breath after reading all the other posts.
It's a shame Tui aren't more forthcoming with info. A companies true worth is always found out when things go wrong, sometimes the truth isn't always well received but if they tell the truth at least we all know where we stand. Lying to customers will get them nowhere, hopefully we will get the truth when they eventually contact us!

I’d still expect a full refund from TUI in this scenario. Don’t let them fool you into taking a credit note - you’re due a full refund regardless of who the flights were booked via as it’s a TUI package. Or at least demand a credit note +10/20% (I know of some travel companies which have done this as a gesture of goodwill).

Completely agree with your second paragraph. When they eventually ring me about this situation they’ll need to restore my faith in them - otherwise I'm going to find it very difficult to book with them again.

classicalguitar

I am due to fly to Tenerife on Sunday 19th April and have had no communication whatsoever from TUI about my flight being cancelled, even though I know it is, surely it is their responsibility to contact me and advise there will be no flight?  I know people who were booked to go in March and were cancelled by text/email and requested a refund but no such refund has appeared.   I have tried calling "customer services" and the options just send you round and round in a circle.  The same with the "online tool"  They say they are "currently assisting passengers due to travel by the 16th" but that message has been on display for weeks now.  TUI shut all their shops and sent the staff home, but why did they not get the staff to remain and hit the phones advising people of their options? Well, that would be too sensible I fear.   I hope I do not lose the cost of my flight.  I have another (expensive) holiday to tenerife booked for June, and I doubt if that will go ahead, and dread having to deal with TUI over a refund for this.   Anyone got any tips on how to actually speak to a human at TUI?  This is really bad, and I believe it is illegal for a company to hang onto money a customer has paid them if they are not able to supply the goods. Look forward to hearing what other people have to say about this

Aylesbury_Duck

You don't need to look forward.  Look back over the thousands of posts in the last month.

SevenOfNine

I would really like it if TUI would just tell callers whose trips do not yet fall inside the 'cancelled' dates, were simply told their call will not be dealt with at this time, & hang up.

TUI have said they're priotitising in date order, so DO THAT THEN.