TUI refunds thread

jonesg4

Due to travel with TUI early July. For variety of reasons, have decided to take the financial hit and cancel. Like others have spent days trying to contact TUI without success. Need to cancel 70 days before to avoid further costs - 70 days fast approaching. Any advice how to contact them.... no email option, phones not answered - thinking of sending recorded delivery letter to Head Office! 

Browntoa

Cancellation from " manage my booking" if booked online

AgentOso1

Yessam90 said:

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.

Agree, as the law stands they need to refund you within 14 days. While some travel companies are managing this - sadly TUI are not getting anywhere close to it. I think even the most ardent "I want my money back" brigade (of which I am one) recognise this is an extreme circumstance and a little leeway in time may be needed, that said TUI are being ridiculous with their messages to customers - "offering a range of flexible options" doesn't quite cut it with me.

I think they need to give sensible timelines on when we will see our money which is entitled to us by law. Do not let them fob you off with credit notes if that is not what you want.

Pollycat

SevenOfNine said:

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.

I guess TUI would like it if people whose trips do not yet fall inside the 'cancelled' dates would read the information on the TUI website and hold off calling.

Coronavirus latest information

We are working as quickly as possible to contact everyone affected, prioritising customers due to travel on or before 14 May 2020. So for now we are asking you to hold off on calling us. We really appreciate your patience.
Please see our coronavirus information page for the most up-to-date guidance.

Cld1983

We are a party of 6 who have an outstanding booking to florida in sept this year with tui. Some of us have paid the amount due in full but some of us are now struggling due to wage cuts/job loss due to the corona virus. 
We have now faced facts that we are now unable to go and would like to cancel but dont want those who have paid in full to lose all their money. And also those of us who have paid some of the balance off.
We are fine if we lose our deposit but as things have changed in the world outwith our control.
Have tried to get through to tui but long queues at the moment.
Does anyone have any knowledge of whether we would have to clear total balance in order to get our money back minus the deposit or can we cancel and get back what has been paid thus far minus deposit? 

sarahandrussell

We had a holiday booked, travelling 29th June. TUI advised us we could amend this with no costs. The holiday was for 3 family members and our daughters friend. We could not find a suitable time for the 4 of us to travel together, the girls going to uni in September. So we wanted to rebook with just 2 people. Our only options were to cancel , and loose the £800 deposit, or pay a £400 amendment fee because it will be different people travelling. We had no choice but to pay the £400. 

So, please be careful with TUI promise of no fees. It’s simple not true, if the people need to change.

Dshep53

Just heard from Tui / First Choice my refund is being processed and I have been sent an email showing the amount being refunded is £100 less than I paid. The refund is entitled “coranavirus cancellation fee override” is this legal as they cancelled and could not provide the holiday. Anyone else come across this.? 

bradders1983

I suspect its an admin error and you will just have to try and contact them (good luck!)

bradders1983

You were making a material change to the holiday, hardly like for like. If someone wanted to move a 4 person holiday in May to October I suspect there would be no admin fee as its the same number of people.

AgentOso1

Dshep53 said:

Just heard from Tui / First Choice my refund is being processed and I have been sent an email showing the amount being refunded is £100 less than I paid. The refund is entitled “coranavirus cancellation fee override” is this legal as they cancelled and could not provide the holiday. Anyone else come across this.? 

Glad to hear you got a refund. The £100 sounds very wrong to me - it should be a full refund.

When were you due to travel and when was it cancelled - if you let us know that can let us still waiting work out a rough timeline of when to expect the cash back. Thanks.