TUI refunds thread

SevenOfNine

HowieP said:

Hi, can anyone help me out with contact details for TUI in order that I can submit a claim for a lost holiday. I cannot find an email address on their website and I have tried calling them everyday for nigh on 2 weeks but cannot get through. I get the same message every time saying they are extremely busy and to try again later or that the office is closed despite the fact I’m calling on a weekday during ‘working hours’. I did find one potential email address ‘serviceuk@tui.co.uk’ but when I sent an email I received a generic response advising that they were extremely busy and the email will not be responded to! I was redirected back to their website which simply informs me to call them but obviously I cannot get through. 

Just want to submit a claim,  not expecting immediate payment as understand they are busy but I am getting no where fast. Any suggestions would be appreciated. 

info@email.tui.co.uk
info@news@news.tui.co.uk

The customer service one has been shut down, these 2 your email will reach the destination......& be completely ignored, but best to send your request there anyway in case you need evidence of having tried to make contact (if only to say you want a cash refund not their version of an IOU).

The number to call is 0203 451 2868, you don't have to wait for anything, nothing is being done in 'departure order', nor do you have to wait for TUI to issue your unsolicited IOU.

Call every 5 minutes until you strike lucky & get further than a message telling you to call some other time.  I suceeded on my 2nd call. Be prepared to then sit in the 'hold' queue listening to the relentless "cross the T, dot the I, & put U in the middle".  I finally got through to a human after 1 hr 6 mins which I didn't think was too bad.

If you haven't joined Twitter perhaps you should, better info there. Follow TUI & then follow other organisations that are following them as well. You will get a response on TUI twitter but it's just the usual fobbing off tripe.

Good luck.

louby40

Even on Twitter it is total drivel. One lady asked how her elderly parents would receive notice of their refund credit as they didn't have access to the internet or an email address - only to get the reply that it would be emailed to them!! 🤷‍♀️ They didn't even read the message!

SevenOfNine

louby40 said:

Even on Twitter it is total drivel. One lady asked how her elderly parents would receive notice of their refund credit as they didn't have access to the internet or an email address - only to get the reply that it would be emailed to them!! 🤷‍♀️ They didn't even read the message!

Yes "the usual fobbing off"!  Twitter suggestion was for seeing what other followers of TUI twitter are saying (not 'following' as TUI fans), advice, ideas & suggestions they can give to help people that want to see if there are options or actions they might want to investigate. What is happening with the ABTA lobby of the Government etc

The altetnative of just waiting around for an unsolicited IOU isn't necessarily palatable to some.

bradders1983

I would assume the only people who didnt provide an email address when booking are people who booked in the shop and this would apply to a small minority, I recall I did.

So maybe the shop staff (or wheoever they passed their workloads to) will be in contact with people by phone directly as and when.

Butts

Dottydoolay said:

Yes if that’s how you have set up payment they can take it from your card.
They will cancel the holiday and will chase you for the remaining £400 if you do not pay as that is the remaining deposit that is due to them under the contract you signed.

The contract they signed no doubt also promised a cash refund should the Holiday be cancelled by the Operator.
If TUI are ignoring this part of the contract why should the holidaymaker feel obliged to fulfil their obligations ?
I wouldn't hand over anything without an undertaking from them they would refund you in cash in the appropriate timescale should the holiday be cancelled.
In view of their flouting of terms and conditions willy nilly I can't see them being in a strong position to chase a customer when they conduct themselves in a similar manner.

SevenOfNine

bradders1983 said:

I would assume the only people who didnt provide an email address when booking are people who booked in the shop and this would apply to a small minority, I recall I did.

So maybe the shop staff (or wheoever they passed their workloads to) will be in contact with people by phone directly as and when.

I think one of the first of 4 options I had when I got through on the phone was "if you booked in store press option 1, 3 or 4 (2 was on-line), there were 2 more selection hoops to jump through before getting an actual person.

I hope store bookers aren't getting even less customer service than the on-line bookers.

bradders1983

SevenOfNine said:

bradders1983 said:

I would assume the only people who didnt provide an email address when booking are people who booked in the shop and this would apply to a small minority, I recall I did.

So maybe the shop staff (or wheoever they passed their workloads to) will be in contact with people by phone directly as and when.

I think one of the first of 4 options I had when I got through on the phone was "if you booked in store press option 1, 3 or 4 (2 was on-line), there were 2 more selection hoops to jump through before getting an actual person.

I hope store bookers aren't getting even less customer service than the on-line bookers.

I suspect they are given the shop staff have probably been furloughed now and you cant even make payments online or by ringing up even in normal times.

A couple of months ago I attempted to add on extra legroom seats onto my TUI booking in Shop A, to be told that it could only be done in Shop B 5 miles away where I booked it. Not ideal on a lunch break but a baffling way to do things.

SevenOfNine

FULL REFUND RECEIVED.  Trip 19/4, full cash refund requested yesterday, mid morning.  Back onto my credit card a/c £4425.10 divided into 3 payments exactly how I paid TUI.  Result. 

louby40

SevenOfNine said:

FULL REFUND RECEIVED.  Trip 19/4, full cash refund requested yesterday, mid morning.  Back onto my credit card a/c £4425.10 divided into 3 payments exactly how I paid TUI.  Result. 

You mean you requested it yesterday and received it on the same day? 

philip1988

I booked a holiday through TUI  for September and whilst there is an outside chance that restrictions might be lifted I am none the less apprehensive of going.  If I cancel before the final payment is due I am aware that I will lose my deposit.  My query is over the amount I will lose.

Probably like with most operators normally when I book with TUI I pay a low cost deposit at time of booking with the remainder of the deposit paid within "X" weeks of booking thus leaving the final payment to closer to the departure date. My confirmation would show these 2 dates.

When I booked last December I vaguely remember something about the deposit being reduced ( maybe wrong) and only had to pay £100 deposit, with the remainder of the holiday cost to be paid in June. No mention of a "top up" deposit date as is normally the case.  My confirmation is shown as follows:

 

FINANCIAL DETAILS

Price Breakdown                                                                                        Amount

Adult Package Price                                                                                  £2688.00

TUI Care Foundation                                                                                 £2.00

On-line Discount                                                                                       £161.28

Total Price                                                                                                  £2528.72

Amount Paid to Date                                                                                 £100

Balance outstanding                                                                              £2428.72

The next payment is due 20th June 2020

The final payment will be due by 20th June 2020

So my question is if I decide to cancel will TUI expect me to pay an additional £300 to top up to the normal deposit amount even though there was no mention on the confirmation of any further deposit due.  I would normally give TUI a call but in the current situation that is near on impossible

Any thoughts appreciated