TUI refunds thread

bagand96

Concerned75 said:

We're due to go to Jamaica 19th May to get married. The next rounf of cut off point or revision is frustratingly 4 days short of our holiday.
I have been following this refund issue, since February, when the Uk and Italy were getting their share of corona.
We have family coming with us; different airports, but the same booking reference.
I've asked my collective party to request a refund, once the cancellation notification reaches us. In our situation, as someone on here previously mentioned, it will be almost impossible for TUI to find us 7 double rooms in the same hotel at the same date frame, twinning with the dates book for the ceremony itself. They most definitely are not God or Superman.
Collectively our holiday is £29,000+ with some of us on furlough, retired or self employed. 
I nor my party have money to give away, especially if they can't provide a holiday. It's out of their control; both sides of the altantic. Jamaica is not allowing any Uk flights, way passed May, so unless they're going to land in the ocean, I will be pushing hard for my share of £5000 refunded in full.

You'll be in the same situation as everyone else.  I think it's fair to say TUI will have to cancel your trip.  At which point they will send you a travel voucher within 4 weeks of the departure date.  Once you have received that voucher, you can then get in touch with TUI and ask for a refund instead.

bagand96

Aa1242 said:

The information on the TUI website refers to "holidays". I'm assuming that flight only bookings are also cancelled. From what I understand flight only bookings would receive a voucher for the amount of the flight but not the extra 20% that package holidays would get. Additionally the voucher would not be ATOL protected for flight only bookings. Is my understanding correct?

You're right they don't specifically talk about flight only bookings.  I think you're assumptions are correct, that you'll receive a travel voucher like everyone else, but without the 20%.  Once the voucher is received, you are then able to request a cash refund from TUI.

Phil_For

The telephone number you supplied for Tui Refunds 0203 4512868 simply diverts to a recorded message telling you to call back during office hours which are 9 - 19 hrs. I called morning and afternoon during these hours! All other Tui numbers seem to do exactly the same.
i have had no contact from Tui after having my holiday curtailed , filling in several online complaint forms, sending emails and telephoning without getting through.
Any advice out there would be greatly appreciated!
 

bradders1983

Curtailed or cancelled?  Two very different things.

Browntoa

Phil_For said:

The telephone number you supplied for Tui Refunds 0203 4512868 simply diverts to a recorded message telling you to call back during office hours which are 9 - 19 hrs. I called morning and afternoon during these hours! All other Tui numbers seem to do exactly the same.
i have had no contact from Tui after having my holiday curtailed , filling in several online complaint forms, sending emails and telephoning without getting through.
Any advice out there would be greatly appreciated!
 

Read the thread , they are dealing with things as fast as possible

Concerned75

Concerned75 said:

We're due to go to Jamaica 19th May to get married. The next rounf of cut off point or revision is frustratingly 4 days short of our holiday.
I have been following this refund issue, since February, when the Uk and Italy were getting their share of corona.
We have family coming with us; different airports, but the same booking reference.
I've asked my collective party to request a refund, once the cancellation notification reaches us. In our situation, as someone on here previously mentioned, it will be almost impossible for TUI to find us 7 double rooms in the same hotel at the same date frame, twinning with the dates book for the ceremony itself. They most definitely are not God or Superman.
Collectively our holiday is £29,000+ with some of us on furlough, retired or self employed. 
I nor my party have money to give away, especially if they can't provide a holiday. It's out of their control; both sides of the altantic. Jamaica is not allowing any Uk flights, way passed May, so unless they're going to land in the ocean, I will be pushing hard for my share of £5000 refunded in full.

You'll be in the same situation as everyone else.  I think it's fair to say TUI will have to cancel your trip.  At which point they will send you a travel voucher within 4 weeks of the departure date.  Once you have received that voucher, you can then get in touch with TUI and ask for a refund instead.

As we are now 4 weeks away from our holiday date, I hope we will receive a voucher soon. As we booked in store and the travel advisors in that particular branch are not very experienced in dealing with holidays +wedding packages and this was before the Corona (last August) it was very difficult to get an information email or a return call from them.

BeltonRose

My Tui refund was agreed on 17th March and confirmed by an email same day.  I was told the £money would be credited back to my credit card within 7 - 10 days.  Two points:
1. They have not paid the refund and are therefore in breach of their contract. 
2. They cannot renege on what was agreed on 17th March and retrospectively apply their new policy on refunds. 
I believe my specific circumstance is robust enough to make a Section 75 claim to my credit card provider.  

skadupuk

BeltonRose said:

My Tui refund was agreed on 17th March and confirmed by an email same day.  I was told the £money would be credited back to my credit card within 7 - 10 days.  Two points:
1. They have not paid the refund and are therefore in breach of their contract. 
2. They cannot renege on what was agreed on 17th March and retrospectively apply their new policy on refunds. 
I believe my specific circumstance is robust enough to make a Section 75 claim to my credit card provider.  

1. It's reasonable in the circumstances for there to be a delay in the refund time frames. 
2. They've already stated that an agreed refund prior to the change of terms will still be processed as a refund.

Unless you have evidence that TUI are refusing the refund rather than there being a delay on it, your credit card provider will not view it as a valid S75 and will decline.

BeltonRose

skadupuk said:

BeltonRose said:

My Tui refund was agreed on 17th March and confirmed by an email same day.  I was told the £money would be credited back to my credit card within 7 - 10 days.  Two points:
1. They have not paid the refund and are therefore in breach of their contract. 
2. They cannot renege on what was agreed on 17th March and retrospectively apply their new policy on refunds. 
I believe my specific circumstance is robust enough to make a Section 75 claim to my credit card provider.  

1. It's reasonable in the circumstances for there to be a delay in the refund time frames. 
2. They've already stated that an agreed refund prior to the change of terms will still be processed as a refund.

Unless you have evidence that TUI are refusing the refund rather than there being a delay on it, your credit card provider will not view it as a valid S75 and will decline.

Hear what you say, however the credit card company are jointly liable for the refund.  A section 75 claim is not a 'fall back' process that is just used when your merchant/retailer fails to act/pay up.  You can, quite legitimately, seek recompense from your merchant/retailer and your credit card company at the same time.... but of course cannot receive the £money from both.  The law as it stands quite clearly states that refunds should be paid within 14 days, for a cancelled holiday.  In my specific circumstance it has been 4 weeks since they agreed the refund, and therefore they are, even in the current climate, in breach of their contract. Whilst I have some sympathy with them, lets just turn this around for a moment. There has been discussion on this thread about whether someone should be required to pay their second deposit on their cancelled holiday.  To which a response has been that contractually Tui are within their rights to ask for the £money to be paid, and if not paid then ultimately seek resolution through court action.  Tui cannot have it both ways..... relying on contractual obligation when it is to their benefit, but seeking to waive their contractual obligation when they are required to refund £money.  Agreed we are in exceptional times, however, the law is clear.

NoodleDoodleMan

ahunter1 said:

I have booked an all inclusive holiday back  in February and have paid deposit only. Holiday with TUi and is not till end of September. I now wish to cancel; can I simple cancel and lose deposit only.

Yes.

The timeframe for loss of deposit etc. is here.

https://www.tui.co.uk/destinations/faq/how-much-will-it-cost-to-cancel-my-holiday?catId=265&subcatId=267&docId=860