TUI refunds thread

Westin

classicalguitar said:

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

I think the problem has been around the furlough scheme.   

I expect many businesses have had to significantly cut costs as no new business comes in and have used the UK Government supported furlough scheme where employees receive up to 80% of their monthly salary.   The issue however is that staff placed on furlough cannot work for the business during this time.  Very quickly whole work teams are not working - including all the TUI travel agency shops and a lot of their regular contact centre staff.  

Dshep53

Due out on 17th Friday, got to speak to First Choice this morning, 50 min wait, no mention off the shortfall in the refund in conversation. Asked for an email confirmation and that’s when I noticed it shows the price I paid and the refund being processed, £100 short and in 4 weeks time

Cld1983

Half of our travel group have paid and half have paid off smaller amounts. We are due to go in sept but some of our group have lost their job or had earning cut due to covid.
If we cancel will we just lose deposit and get a refund of what we have paid or will we have to pay balance in full (due by 25th june) in order to get a refund?
We are fine losing our deposit but for those who have paid in full would lose over 2k each

bradders1983

Cld1983 said:

Half of our travel group have paid and half have paid off smaller amounts. We are due to go in sept but some of our group have lost their job or had earning cut due to covid.
If we cancel will we just lose deposit and get a refund of what we have paid or will we have to pay balance in full (due by 25th june) in order to get a refund?
We are fine losing our deposit but for those who have paid in full would lose over 2k each

They would refund what has been paid so far minus the deposit amount for each person. So it would then be up to one of you to split the rest out.

NEVER pay more than is needed towards a holiday before is due. Stash it in a savings account if you must and pay it all on the final balance due date. Utterly pointless giving TUI money before you have to.

Cld1983

bradders1983 said:

Cld1983 said:

Half of our travel group have paid and half have paid off smaller amounts. We are due to go in sept but some of our group have lost their job or had earning cut due to covid.
If we cancel will we just lose deposit and get a refund of what we have paid or will we have to pay balance in full (due by 25th june) in order to get a refund?
We are fine losing our deposit but for those who have paid in full would lose over 2k each

They would refund what has been paid so far minus the deposit amount for each person. So it would then be up to one of you to split the rest out.

NEVER pay more than is needed towards a holiday before is due. Stash it in a savings account if you must and pay it all on the final balance due date. Utterly pointless giving TUI money before you have to.

That is the best outcome i could hope for. My main worry was the ppl who paid in full getting their money back as one has lost his job and they have a new born so they could really do with every penny. Just didnt want them to lose out. Im aware of the 70 day cancellation policy and we have plenty time as i know others are more important right now. Just good to know that we arent hopefully going to get shafted out of all money paid thus far! 
God bless everyone. Stay safe

snoogle7

Hi
First post for a long time, hoping someone can help!

i paid for my holiday with a Halifax debit card and since arranged a refund with Tui by going into Branch just before lockdown as they cancelled it due to Covid19.

that was a month ago and still nothing.. I have tried calling and emailing but just get the standard response (large volume of calls etc) but TUI have over £8k of our money which we could really do with at the moment...anyone any suggestions on what to do???

thanks in advance 

rothers

I’m not sure that there is much that you can do at the minute. I’m still waiting for a refund which a got an email confirmation of on 21st march. The four weeks is up on Saturday but I’m not holding my breath. 

veravera123

Ive not read all the comments but Im not sure where the original post has heard that TUI are not refunding but that is not correct. Tour operators are working in date order of travel because when the FCO started restricting travel, many people were still overseas & the priority had to be to get them home. On top of that , pretty much 80% of staff in most travel agencies & tour operations are either furloughed or now redundant, so there is a massive amount of work going on behind the scenes with limited staff. In a normal situation, refunds would not take long but this situation is anything but normal. You will get refunded & I know many people need the money now, but this is going to be a slow process.

Pollycat

veravera123 said:

Ive not read all the comments but Im not sure where the original post has heard that TUI are not refunding but that is not correct. Tour operators are working in date order of travel because when the FCO started restricting travel, many people were still overseas & the priority had to be to get them home. On top of that , pretty much 80% of staff in most travel agencies & tour operations are either furloughed or now redundant, so there is a massive amount of work going on behind the scenes with limited staff. In a normal situation, refunds would not take long but this situation is anything but normal. You will get refunded & I know many people need the money now, but this is going to be a slow process.

In fairness, the original post was posted on 25th March.

At that time - just a couple of days after the lockdown was announced - rumours were rife

Even the OP said 'I am now hearing .....' in that initial post.

The OP has since posted that he has received a refund from TUI.

giraffe69

We are in a similar position although if we don't pay would be writing off a smaller amount. If the holiday doesn't go ahead I think it will be a struggle to get cash instead of vouchers. I'm intending to pay for our holiday but if it doesn't happen don't really mind postponing until 2021.