TUI refunds thread

Westin

Not really. I don't think Browntoa is suggesting that.

It's perhaps not ideal but I think we all need to pull together and adapt.

What I suspect will be offered is a credit for a future holiday, which is rightly protected under a scheme to ensure the consumer gets their money back should the business fail (like the ATOL scheme) - with a future date for a return of money should the credit voucher not be used - this currently being mooted as being after two years.   Not great, but a solution to help many British companies and British employees.  

bagand96

Westin said:

Not really. I don't think Browntoa is suggesting that.

It's perhaps not ideal but I think we all need to pull together and adapt.

What I suspect will be offered is a credit for a future holiday, which is rightly protected under a scheme to ensure the consumer gets their money back should the business fail (like the ATOL scheme) - with a future date for a return of money should the credit voucher not be used - this currently being mooted as being after two years.   Not great, but a solution to help many British companies and British employees.  

Very sensible post Westin. 

It's not a perfect solution, but none of this crisis is perfect. Assuming people might want to go on holiday in the future, they may need some travel companies still in business to take them. 

beano2

We got 2 holis booked should have been away on 25 march  but we had nothing from tui cant get hold of them on phone email  very poor 

bradders1983

Think a hell of a lot of people on this forum have got very high expectations about response times at the moment.


Maybe you need to be realistic and wonder why they may be busy. Hmm its a puzzler.

Westin

beano2 said:

We got 2 holis booked should have been away on 25 march  but we had nothing from tui cant get hold of them on phone email  very poor 

Have you been looking on their website?   They have IMO been quite clear about the situation on there plus given options.

Contact is likely to be difficult at the moment.   Have a look at their website and if your question is not answered by all means come back on here and ask questions - someone may be able to offer ideas or guidance.

photome

beano2 said:

We got 2 holis booked should have been away on 25 march  but we had nothing from tui cant get hold of them on phone email  very poor 

do you understand what is happening in the country at the moment? Or is your refund the only thing that matters? if you have booked packages you will get refunds  (or another holiday)it may take 2 years though. 

ian1246

So... we have to pay our outstanding balance of £1,721 for a TUI holiday by the 03rd April 2020. Our holiday is June 26th 2020.

No idea what to do. We ve paid a £300 deposit using a credit card & have the funds to pay for remaining budget of the holiday. My wife works in a nursery - last day at work is Tuesday, after which she will be furloughed due to the nursery shutting (not viable to remain open for the key workers), despite this we should be Ok financially with my own job being very secure (Police).

Do I simply cancel the Holiday & loose the £300 or do I go ahead and pay the remaining balance in the hopes that we will get to go on holiday (unlikely) and fail in that, be offered a refund or Credit Note.

We always go on holiday with TUI - so a Credit Note doesn't bother me, since it basically means our next holiday is mostly paid for. My only concerns are 1.) What happens if the company folds & 2.) We are trying for a family currently - so if that succeeds we would be unlikely to want to go on holiday for a couple of years with a New Born, so the note would  either need to have no expiration date... or the ability to get a refund after a certain time frame.

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From what has been posted on this thread, it sounds like hopefully 1 & 2 will be covered (ATOL protection for credit note & after 2 years refund being eligible) - just a lot of unneeded stress in deciding what to do!

Worst thing is we only booked our holiday middle of January... and then went and booked our Airport Parking & Airport Hotel (night before) really cheap (£112 for the Hilton including 2 x 3 Course Meals & Parking for a week) at the start of February, but do not have the option to cancel or amend it (reason for being so cheap!)

Milo55

Ok I started this post and having read the comments some make good points.

1 TUI might go bust if they pay back all the money. Why are they still taking money off people?

2 We have been told on a number of occasions(after spending hours in a que to get though) TUI are contacting people in date order and dealing with the issue. No one has contacted us from TUI we should have flown out two weeks ago?

3 TUI are trying to get the law changed on the quiet to force vouchers on to customers. We would accept this if we could have the same holiday at the same time next year of if had to be the year after. I know some of you out there will now be saying they cannot do that due to price increases in the future, 

The worst thing about all this is TUI already have a terrible customer service record suggesting they don't really care if customers are not happy ( look for yourselves online how bad they are at solving customer complaints)  not informing people leads to suspicion and lack of trust, its possible some of the comments on here are workers of TUI and are commenting  trying to support TUI ?

Westin

@Milo55:
Not sure if you are just wanting to rant further or have questions you would like to hear opinions on and perhaps answers.  

It does always tick me off when in light of not getting tea and sympathy, or an answer to back up a conspiracy thought, some posters then accuse other posters of being employed by the company that they are laying into.  Not sure who your comment was aimed at but my disclosure is that I do NOT work for TUI but do use TUI for some holidays.  Our last in October and our next one should be on 9 May.

1. TUI have just secured a €1.8billion loan. They also are a trading business so can still try to sell Holidays and collect deposits.
https://www.ft.com/content/6f17c632-abe9-4b6a-adba-1d05db3cda99

2. This would be correct but your travel date has now passed. They have told you what they are doing for you (a refund) and will have moved on to helping other customers (in date order).

3. Whilst I expect TUI have input into this I think you are being disingenuous to suggest this is a TUI initiative. The travel industry seems to be calling for this as a whole and ABTA have been taking this forward to Government to seek change BUT to ensure consumer protection is added against such credit vouchers.  There lays the difficulty as the ATOL scheme is somewhat depleted and the Government would have to top it up if businesses fail.  Had perhaps the U.K. Government not dipped into the honey ATOL pot for those travellers who had not paid for ATOL protection yet received all the benefits when Monarch and Thomas Cook collapsed then perhaps more money would be there.

You will find complaints online about all companies if you search the internet.  Could be TUI, First Choice, Aldi, Southern Railways, Hovis etc .  Don’t get hang up on them. People tend to vent and post disappointment rather than praise and thanks. 

I actually suspect that with some patience you will be better off than others.  As one of the first impacted by a holiday cancellation I believe they have said you will get a refund.  They will be unraveling thousands of holidays and needing to process refunds. It may take more time than normal.

anticlaus105

I agree with Milo. Has anyone had a refund yet? I don't know of anyone who has. Are they still really working to refund case number one? This is going to take them forever. I doubt I will have a refund or any meaningful contact until I can walk into a store again. I will attempt section 75 tomorrow. Has anyone else tried this route yet?