TUI refunds thread

bradders1983

And you will also note this from their terms and conditions:


"• 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."

Get your voucher and ring up and ask for it in cash instead.

We are going round in circles here. Does someone else fancy confirming either I am right or Anthony is right?

k3lvc

I've not seen the European Commission ruling yet but know it was being discussed today - the industry (including insurers/CC providers) were pushing for an 18mth window but seem to have compromised on 12mths. They were being pushed to guarantee no increase in prices but again seem to have compromised with the 20% premium on vouchers.

So far none of the others seem to have changed their T&C's to reflect changes but assuming it's an EC ruling then I can't see any legal/small claims action being successful before 12mths has expired

dingling68

Jet2 refunded someone I know, in full, the day after they emailed cancelling their May holiday.
I had two phone calls with Tui, the first on 19/3, where I said I didn't want to rebook so she said she would cancel the holiday and process the refund, which would be with me in 14 days.
This obviously wasn't actioned as I had a further phone call from them 26/3, to say my holiday was cancelled and did I want to rebook???? I said no, thought this had already been dealt with but no, so she too said she would process the refund and it would be with me within 30 days?? 
I have not had any contact from them since so who knows what is happening!!

Anthony147

bradders1983 said:

And you will also note this from their terms and conditions:


"• 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."

Get your voucher and ring up and ask for it in cash instead.

We are going round in circles here. Does someone else fancy confirming either I am right or Anthony is right?

They will automatically provide a refund credit minus extras
You can request a refund from the specialist team once they have done this 
They will refund cash 12 months after the original departure date

Whilst they may do otherwise if you call and protest that’s what they’ve put in the terms and conditions - Cash refund 12 months after original departure date

i’ve provided the actual terms and conditions with this worded as such.
Feel free to respond if you must but I’m out.

bradders1983

And they will also refund cash if you RING THEM AND ASK!

It says it! In the words! Nobody HAS to wait 12 months for their cash as you claim!

jogovey

I have been made aware that Tui will not be refunding extras that have  been purchased ,such as additional luggage allowance . I have paid for extra leg room surely I am entitled to that money back legally?

Anthony147

bradders1983 said:

And they will also refund cash if you RING THEM AND ASK!

It says it! In the words! Nobody HAS to wait 12 months for their cash as you claim!

Feel free to quote the words that say that - and of course not the web copy filler but terms and conditions that underpin the transaction and confirm your viewpoint - Good luck with that and that’s my final word on the matter.

bradders1983

I already have about five times!

k3lvc

bradders1983 said:

And they will also refund cash if you RING THEM AND ASK!

It says it! In the words! Nobody HAS to wait 12 months for their cash as you claim!

Just because you shout it doesn’t mean you’re right. Don’t not know where your info comes from but it’s not what’s been agreed within the industry 

Shedman

jogovey said:

I have been made aware that Tui will not be refunding extras that have  been purchased ,such as additional luggage allowance . I have paid for extra leg room surely I am entitled to that money back legally?

And yet in the FAQs associated with their announcement they say 

".. If you booked any holiday extras with us at the time that you made your booking or in Manage my Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit. Any extras bought through the airline portal or on gotui.com will receive a refund back to their original payment method...."

so the usual TUI left hand right hand disconnect.  They managed to make a right PR disaster out of the Cuban Fusion Havana port changes last year and have seemingly not managed to learn from that episode.  

By the way I tend to agree with Bradders that once you have received your refund credit (ie 4 weeks after your departure date) you can ring and request a refund.  It doesn't state that this action will require you to wait for the 12 months (although admittedly it doesn't state a timeline for a refund requested in that manner).  However,  there is clearly room for misinterpretation due to the 12 month clause in the narrative relating to the Refund credit so I can see that Anthony147's point could also be valid.  It does need some further clarification but I won't hold my breath waiting for TUI to do so.  I guess it's like they say on QI "Nobody Knows" 🤣