TUI refunds thread

wayne1234

hi, tui have now decided that when your holiday is cancelled you will receive a voucher but if you want cash you will have to wait 12 months after your departure date to receive it,surely that cannot be right?

Aa1242

Anthony147 said:

All well and good they’ve put a process in place for automatic credits and then specialist team for refund requests BUT looking at the terms and conditions - customer are being shorted on any extras / seat upgrades they’ve paid for as these are not being refunded. You’ll also find the bonus is usable on a different booking not in conjunction with the refund credit for the first one. It’s a reprehensible way of operating.

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.

Wonder what about "select your seat" as it's not technically a seat upgrade. I'm assuming that would be classed as an extra still.

Aa1242

wayne1234 said:

hi, tui have now decided that when your holiday is cancelled you will receive a voucher but if you want cash you will have to wait 12 months after your departure date to receive it,surely that cannot be right?

It says you can apply for a refund after you've received your refund credit. I didn't read it as you had to wait 12 months.

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...

bradders1983

People are struggling with reading comprehension in here today. It is clear as day you don't have to wait 12 months to get your cash back if you want cash, try reading the words slowly.

Anthony147

So as it stands customers will face three deliberate hurdles to obtaining their cash.
1: The refund credit has to be done before you can call the specialist team whether you want or not
2: When you call the credit amount will not have any of your extras so you’ll need to raise that and get it rectified
3: The refund will only be done 12 months after your original departure date

Whilst I previously had sympathy for travel companies in these unprecedented times that’s now gone.
Customers booked according to legislation, terms and conditions that bound that transaction as they’ve been very clear to point out if customers cancel due to changing their mind.

Whilst previously I would have accepted vouchers, given these continued behaviours (why is the refund minus extras purchased).

I’ll be pressing through all channels for a full refund in cash, when turned down claiming section 75 when rejected, sending a LBA and finally small claims as the timescales for receiving cash are actually going to be very similar on refunds 12 months after departure dates.

Anthony147

bradders1983 said:

People are struggling with reading comprehension in here today. It is clear as day you don't have to wait 12 months to get your cash back if you want cash, try reading the words slowly.

Read the last line as slowly as suits you

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%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 31 May 2020 and if you were due to travel after 16 April you’ll receive it 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. If for any reason you don't make alternative travel plans, we can change your refund credit to cash, 12 months from your original departure date. We'll refund you using your original payment method.

bradders1983

Anthony147 said:

So as it stands customers will face three deliberate hurdles to obtaining their cash.
1: The refund credit has to be done before you can call the specialist team whether you want or not
2: When you call the credit amount will not have any of your extras so you’ll need to raise that and get it rectified
3: The refund will only be done 12 months after your original departure date

Whilst I previously had sympathy for travel companies in these unprecedented times that’s now gone.
Customers booked according to legislation, terms and conditions that bound that transaction as they’ve been very clear to point out if customers cancel due to changing their mind.

Whilst previously I would have accepted vouchers, given these continued behaviours (why is the refund minus extras purchased).

I’ll be pressing through all channels for a full refund in cash, when turned down claiming section 75 when rejected, sending a LBA and finally small claims as the timescales for receiving cash are actually going to be very similar on refunds 12 months after departure dates.

It clearly says if you want cash you can get it and you dont have to wait 12 months. Is everyone reading the same thing as me here?

"• 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. "

NOWHERE does it say 12 months!

Anthony147

Reread the last line

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%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 31 May 2020 and if you were due to travel after 16 April you’ll receive it 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. If for any reason you don't make alternative travel plans, we can change your refund credit to cash, 12 months from your original departure date. We'll refund you using your original payment method.

bradders1983

Yes, but at any point you can ask for cash. It clearly says this. After 12 months it expires and you automatically get the cash anyway.

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."

So once you get the voucher, ring up, ask for it in cash instead. 

Anthony147

bradders1983 said:

Yes, but at any point you can ask for cash. It clearly says this. After 12 months it expires and you automatically get the cash anyway.

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."

So once you get the voucher, ring up, ask for it in cash instead. 

I’m not sure if you’re being deliberately obtuse or just really being obstinate - I’ve given direct wording from terms and conditions. They will only provide cash twelve months after your departure date, it does not expire and automatically refund and they are not automatically doing anything other than the reduced value (minus extras) credit.

Please stop providing incorrect information - it’s not helpful to anyone.

THIS IS THEIR WORDING -  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. If for any reason you don't make alternative travel plans, we can change your refund credit to cash, 12 months from your original departure date. We'll refund you using your original payment method.

You’ll note cash refund - 12 months from your original departure is detailed twice.