TUI refunds thread

Browntoa

As per the advice in the thread multiple times 

Claim on travel insurance

Claim section 75 if you paid by credit card.

Neither of those have guarantee of results

bradders1983

crafty-66 said:

Hi I also received a email today from Firstchoice for my cancelled holiday of 6th April due to corona virus, saying I can have credit refund but will have to wait 12 months for a cash refund, like many others could do with the cash as soon as. But 12 months?? any advice would be grateful

Have you seen the post 2 above yours?

crafty-66

bradders1983 said:

crafty-66 said:

Hi I also received a email today from Firstchoice for my cancelled holiday of 6th April due to corona virus, saying I can have credit refund but will have to wait 12 months for a cash refund, like many others could do with the cash as soon as. But 12 months?? any advice would be grateful

Have you seen the post 2 above yours?

Hi bradders, sorry for appearing a little dull, I got the same email, my point is even with the option of a cash refund my wait will be 12 months from 6th April, surely that's not right?

Browntoa

crafty-66 said:

bradders1983 said:

crafty-66 said:

Hi I also received a email today from Firstchoice for my cancelled holiday of 6th April due to corona virus, saying I can have credit refund but will have to wait 12 months for a cash refund, like many others could do with the cash as soon as. But 12 months?? any advice would be grateful

Have you seen the post 2 above yours?

Hi bradders, sorry for appearing a little dull, I got the same email, my point is even with the option of a cash refund my wait will be 12 months from 6th April, surely that's not right?

It's not right but see my reply .

There's little you can do

Westin

Yes, that flight will be cancelled.   This has however been well publicised and the UK Government told citizens to make efforts to return to the UK about three weeks ago. At the time TUI, EasyJet, Ryanair and others were operating special repatriation rescue flights. Why did your son not attempt to come home then?

[edit: this was in reply to charlie323436 post at 11:34 in the Flight forum. Not sure why a Board Mod decided to merge with this thread on TUI refunds.  If threads are to be merged can consideration be given to as merged threads seem to default to listing all posts in time order]

bradders1983

crafty-66 said:

bradders1983 said:

crafty-66 said:

Hi I also received a email today from Firstchoice for my cancelled holiday of 6th April due to corona virus, saying I can have credit refund but will have to wait 12 months for a cash refund, like many others could do with the cash as soon as. But 12 months?? any advice would be grateful

Have you seen the post 2 above yours?

Hi bradders, sorry for appearing a little dull, I got the same email, my point is even with the option of a cash refund my wait will be 12 months from 6th April, surely that's not right?

You clearly didnt see the last paragraph. Here it is again...

• If you’re unable to accept a refund credit you can apply for a refund; however, we’re only able to process a refund for you once you have received your refund credit. You will need to contact our dedicated team using the details below, please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. And, please don’t call if you haven’t received your refund credit yet as our teams won’t be able to process your refund. You can call 0203 451 2868 between 9am and 7pm from Monday to Friday.

Nowhere there does it say if you ring up and ask for a cash refund that you have to wait 12 months for it.

Aa1242

crafty-66 said:

bradders1983 said:

crafty-66 said:

Hi I also received a email today from Firstchoice for my cancelled holiday of 6th April due to corona virus, saying I can have credit refund but will have to wait 12 months for a cash refund, like many others could do with the cash as soon as. But 12 months?? any advice would be grateful

Have you seen the post 2 above yours?

Hi bradders, sorry for appearing a little dull, I got the same email, my point is even with the option of a cash refund my wait will be 12 months from 6th April, surely that's not right?

Looking at the next paragraph on their website, you can apply for a refund within the 12 months but need to wait till you receive your refund credit first:

If you’re unable to accept a refund credit you can apply for a refund; however, we’re only able to process a refund for you once you have received your refund credit. You will need to contact our dedicated team using the details below...

Aa1242

Also looks like it's not automatically refunded if you don't use it in 12 months, so anyone that gets one and doesn't use it must proactively ask them for a refund:

Your refund credit is valid until 31 October 2021. If you have not used your refund credit to book another holiday with us within 12 months from original departure date, you can ask us to refund the value of the refund credit back to your original payment method.

skadupuk

There is a bit of sleight of hand here by First Choice but you can still have a refund.

Quite an interesting change is that you can use the credit towards the balance a future trip that is already booked, which wasn't an option before, as someone due to (not likely) go on the 22nd of May but also with a 2021 booking that I'm paying via DD, being able to move the balance across is like getting a (slow) refund and won't require First Choice to reduce their current cash reserves. 

Anthony147

All well and good they’ve put a process in place for automatic credits and then specialist team for refund requests and at first glance seems very good for customers.

WHAT DOES THIS MEAN FOR ME?

• If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%. We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. Your refund credit will automatically be emailed to you within four weeks of your departure date. And, if for any reason you don’t book another holiday, we can change your refund credit to cash 12 months from your original departure date. 


BUT looking at the attached terms and conditions that cover the refund credit  - customer are being shorted on any extras / seat upgrades they’ve paid for as these are not being refunded.

REFUND CREDIT AND BOOKING INCENTIVE TERMS & CONDITIONS

REFUND CREDIT

The value of your refund credit is the sum you paid for your original holiday less any amendment or cancellation fees you have paid and not including any extras like travel insurance and seat upgrades.

The refund credit is valid as soon as you receive it and is being issued to you as your package holiday will no longer be able to go ahead as planned due to the Foreign and Commonwealth Office’s advice against travel or other restrictions.

It’s  a reprehensible way of operating and contradicts the first page statement promising a full refund.