TUI refunds thread

Westin

Does your situation fall under these terms of your holiday booking?

Occasionally, we may have to make a major change to your holiday such as a change of destination, a change of accommodation to a lower category, a change in flight time by more than 12 hours or a change of UK departure airport. 

If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us; or accept a replacement holiday from us of the same or similar standard and price at the date of the change, if we are able to offer you one; or cancel your holiday with us and receive a full refund.

Mocummings

I too asked for a refund round about the middle of March. I had to fill a form in to get a cash refund. I emailed them again about a week ago and was told it would take 28 days, by this time it was over 28 days. I finally received a message from them on 20th April to say I could have vouchers or still request cash. Unless I am really stupid I have gone through the email again and can't find how to request the cash. The other thing is, they are saying if you want cash them you will be in a queue starting from when the crisis is over. So even though I thought I had joined  the queue in March, I will have to join a new queue after the crisis. What the ****

Cazie18

Flight cancelled and told to complete form to request a full refund and would get my money in 7-10 days. Then after leaving it a while as I understand times are busy, especially with repatriation etc. But then time had passed so chased and told via chat that it would be 28 days.  This has now passed and received an email today I can claim a voucher 🤯 however as I want a refund it will be when the emergency is over - this could be 18 months !!!!  Tried to follow procedure and contact Ryanair but no answer on phone, no answer on chat - nothing- sick of trying and adding to my frustration !!! Absolutely ridiculous- MY money that I really need is currently sat earning Ryanair interest in their accounts !!!  Adding to mine and everyone else’s worries- where is the government on this ??? 

martinsean2

Hi 

I have a holiday booked for August I paid monthly via direct debit 

I have read today that when you get to your holiday destination you will be put into quarantine for 14 days that will be all my holiday gone by being in quarantine is this true ? 

Do I have to wait for tui to cancel my holiday for me to get a refund 

I have holiday insurance with more than can I claim my money back with them 

Any guidance you can give me I’ll appreciate it  

Many Thanks 

Sean Martin

Aylesbury_Duck

martinsean2 said:

Hi 

I have a holiday booked for August I paid monthly via direct debit 

I have read today that when you get to your holiday destination you will be put into quarantine for 14 days that will be all my holiday gone by being in quarantine is this true ? 

Do I have to wait for tui to cancel my holiday for me to get a refund 

I have holiday insurance with more than can I claim my money back with them 

Any guidance you can give me I’ll appreciate it  

Many Thanks 

Sean Martin

It might help to know where you're heading. We cant possibly know if what you've heard is true or not. 

If your holiday is cancelled you will get a credit note. Insurance won't pay out.  If you decide not to go you will lose your deposit and whatever your contract says you'd forfeit. 

Life__Goes__On

1)  no one knows the rules in August
2) Yes
3) depends on your insurance policy and the rules in August.

David_M

I cannot believe this. I have, a couple of hours ago, received a confirmation and E Ticket for our cancelled holiday due to start on Sat 25th April.  Is this some form of twisted humour?.  Incidentally, the document is dated 22 April 2020, today. So, has anything been changed in the t and C's from our original Booking in February?

Why cannot I send a reply to any of Tui's e-mail addresses? Even the ones they are sending to me cannot be replied to, including the recent message from the MD.

Perhaps this is a computer error (being generous), however I cannot believe that I am the first to receive such an unexpected and unwanted communication of this sort. If it is a computer glitch, the IT department need to been put in their place.

Regards.

bradders1983

martinsean2 said:

Hi 

I have a holiday booked for August I paid monthly via direct debit 

I have read today that when you get to your holiday destination you will be put into quarantine for 14 days that will be all my holiday gone by being in quarantine is this true ? 

Do I have to wait for tui to cancel my holiday for me to get a refund 

I have holiday insurance with more than can I claim my money back with them 

Any guidance you can give me I’ll appreciate it  

Many Thanks 

Sean Martin

No package holiday company is going to fly its customers to a place where they have to be forced to quarantine tor 14 days. That would be silly.

What country and where have you read that?

Westin

David_M said:

I cannot believe this. I have, a couple of hours ago, received a confirmation and E Ticket for our cancelled holiday due to start on Sat 25th April.  Is this some form of twisted humour?.  Incidentally, the document is dated 22 April 2020, today. So, has anything been changed in the t and C's from our original Booking in February?

Why cannot I send a reply to any of Tui's e-mail addresses? Even the ones they are sending to me cannot be replied to, including the recent message from the MD.

Perhaps this is a computer error (being generous), however I cannot believe that I am the first to receive such an unexpected and unwanted communication of this sort. If it is a computer glitch, the IT department need to been put in their place.

Regards.

Don’t get hung up on it.  It’s an automated generated email.  Likely sent because your booking is still technically ‘live’ in their computer system until such point that they get around to either you taking up the option to move your holiday, or they raise a credit note or refund.  

I had had the same last week for my holiday on 9th May.  This was to be a 5* in Turkey but will now be my back garden.

chrisc.home

I have a similar TUI query and need some advice please. 

Usual story - holiday cancelled due to COVID19 in Easter. I rang we re-booked for July at an additional cost of £150pp. Absolutely fine and I understood the justification of the price change. 

Long story short, the price difference is not £300. It is £1000! I have contacted TUI 4 times. Each time they have said they are referring it to a manager and they need to listen to the original call recording. 

I totally get that, and I am trying to be patient, but 3 weeks have now past and call after call - same message. The bill is due at the end of the month. 

In my last call I have suggested that if this isn’t resolved, I will prefer a refund, to which they have advised that I would lose my entire £800 deposit if I cancel. 

My argument is that they are not honouring what I agreed to at rebooking - and they have the proof (the call recording). So the holiday sale isn’t valid as it does not reflect to what I agreed over the phone. 

Let me be clear  - I want the holiday I booked. I don’t want my money back, but I fear this is now where I am at. 

With their contact system in such disarray it is proving an absolute nightmare to get things sorted. 

Any advice would be welcome. 

Thanks