TUI refunds thread

louby40

chrisc.home said:

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 

We have a holiday booked for 31st July, I doubt we will be going anywhere. Your holiday will probably be cancelled anyway.

chrisc.home

louby40 said:

chrisc.home said:

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 

We have a holiday booked for 31st July, I doubt we will be going anywhere. Your holiday will probably be cancelled anyway.

Which is fine - but not before I pay £1000 more! Instead of the £300 they said. That’s my issue. 

Frances70

Wondering if anyone can help. I was due to fly to Poland on Monday 27th April and the TUI promise was that we could change our holiday package up to 7 days before departure date. I have tried for weeks to speak to someone from TUI to no avail. No one from TUI has made contact with us either. The 7 days prior has clearly passed. Where do we now stand with either changing our holiday or receiving a refund legally? I appreciate they are extremely busy, this doesn’t help us though.
thanks in advance.

Westin

I didn’t think TUI sold package holidays to Poland.

The offer and option to move and change booked holidays up to 7-days before the original departure was to my knowledge something you could do and self administer on line via My Account on their website. I don’t think it was a case of TUI calling you and running through options for alternative holidays.

anticlaus105

Milo55 said:

SAZB12 said:

Not an easy decision. If I knew they were giving refunds to people, then the decision would be much easier. But they have lost public confidence at the moment. Unlike Jet2 who seem to be dealing with things better.

we got our money back eventually albeit around 30 days don't give up the TV news this morning will put pressure on them TUI got 1.8 million loan from EU to cover there costs.
good luck.

Your 17th March holiday to Jamaica was cancelled 14th March. You posted having recieved a refund on 3rd April (page 6 I think) saying you got it the day before. I work that out as 19 days. That gave a bit of hope at the time given my refund was actioned 16th March, but sadly in my and many other cases still nothing.

BeltonRose

A bit of good news. Our £4887 has now been credited back to our credit card. FYI 18th March holiday cancelled 17th March. 

Westin

BeltonRose said:

A bit of good news. Our £4887 has now been credited back to our credit card. FYI 18th March holiday cancelled 17th March. 

Thanks for reporting back.  I make that 24 working days from cancellation, 23 day from departure. I guess not too bad with all things considered.  

Iwillbedebtfree

I have been following this thread so wanted to let you know that I have now received my refund from TUI.
My package holiday booked for 2nd May. When TUI posted the cancellation announcement on their twitter on 8th April I called TUI and was given the generic advice to wait for a call from them. I immediately lodged a s.75 claim with my credit card company( I’m yet to hear back from them, that is no longer relevant now). On 22nd April TUI called me offering a rebooking/ refund credit + 20% or a refund. I chose a refund. Checked my credit card account this morning and the refund is there. Very relieved this is now over for me. I hope everyone else gets their refunds soon.

bradders1983

Deleted - didnt read properly

BeltonRose

Now I have another couple of questions.  Have a Marella Cruise scheduled for June.  Thinking we'll rebook to 2021.  What happens to the port parking booked through Tui?  Had already booked excursions to the value of approx £1k.  What happens with them?