TUI refunds thread

louby40

SevenOfNine said:

louby40 said:

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? 

No, I spoke with TUI on Wednesday mid morning, & she processed the refund while I was on the line.  Very late Thursday evening checking if Gatwick parking had refunded yet, & was gobsmacked to see the TUI refund there.

Be nice to see a few more getting theirs, several on Twitter been waiting since March!  Not sure if on-line bookers are faring better than in-store or what. No logic to it.

We booked online. Requested refund via telephone  17/3 for holiday 4/4. Still waiting for it, 6 weeks later. It's just so unfair that some people have just landed on a refund (pleased for you obviously) but just seems so haphazard.
We have a second holiday to pay for on the 8/5 so could really do with this refund to pay that balance off. My partner hasn't had any work for 7 weeks. The second holiday is family holiday in August. If that gets cancelled we will just amend to next year. 
I understand their struggles and worries for the company but the lack of transparency just angers me.

SevenOfNine

louby40 said:

SevenOfNine said:

louby40 said:

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? 

No, I spoke with TUI on Wednesday mid morning, & she processed the refund while I was on the line.  Very late Thursday evening checking if Gatwick parking had refunded yet, & was gobsmacked to see the TUI refund there.

Be nice to see a few more getting theirs, several on Twitter been waiting since March!  Not sure if on-line bookers are faring better than in-store or what. No logic to it.

We booked online. Requested refund via telephone  17/3 for holiday 4/4. Still waiting for it, 6 weeks later. It's just so unfair that some people have just landed on a refund (pleased for you obviously) but just seems so haphazard.
We have a second holiday to pay for on the 8/5 so could really do with this refund to pay that balance off. My partner hasn't had any work for 7 weeks. The second holiday is family holiday in August. If that gets cancelled we will just amend to next year. 
I understand their struggles and worries for the company but the lack of transparency just angers me.

Did you get an email confirming "booking cancelled" & some financial maths, paid, cancellation fee, coronavirus cancellation refund, fee override.  My booking is no longer on-line, though it had been until that point.

If none of that I'd wonder if they've actioned yours at all, I'm really sorry. This has been rubbish all round, very unfair & badly managed.

She literally said "I'll just pop you on hold while I process your refund".  Canned music for a few minutes & she was back "all done, you'll get a confirmation email shortly".  I think in the earlier weeks it was staff actioning the cancellations but leaving the actual refunds another dept, finance staff? Perhaps Milo can confirm?

hollie.weimeraner

Well we have a TUI holiday booked to go to Tenerife on 29th May via Hays travel. Hotels are closed on Tenerife and talking about re opening in July apparently. I get the impression TUI aren’t cancelling in the hope they can push people into rebooking by leaving it as late as possible to issue cancellations to avoid people claiming refunds.

louby40

SevenOfNine said:

louby40 said:

SevenOfNine said:

louby40 said:

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? 

No, I spoke with TUI on Wednesday mid morning, & she processed the refund while I was on the line.  Very late Thursday evening checking if Gatwick parking had refunded yet, & was gobsmacked to see the TUI refund there.

Be nice to see a few more getting theirs, several on Twitter been waiting since March!  Not sure if on-line bookers are faring better than in-store or what. No logic to it.

We booked online. Requested refund via telephone  17/3 for holiday 4/4. Still waiting for it, 6 weeks later. It's just so unfair that some people have just landed on a refund (pleased for you obviously) but just seems so haphazard.
We have a second holiday to pay for on the 8/5 so could really do with this refund to pay that balance off. My partner hasn't had any work for 7 weeks. The second holiday is family holiday in August. If that gets cancelled we will just amend to next year. 
I understand their struggles and worries for the company but the lack of transparency just angers me.

Did you get an email confirming "booking cancelled" & some financial maths, paid, cancellation fee, coronavirus cancellation refund, fee override.  My booking is no longer on-line, though it had been until that point.

If none of that I'd wonder if they've actioned yours at all, I'm really sorry. This has been rubbish all round, very unfair & badly managed.

She literally said "I'll just pop you on hold while I process your refund".  Canned music for a few minutes & she was back "all done, you'll get a confirmation email shortly".  I think in the earlier weeks it was staff actioning the cancellations but leaving the actual refunds another dept, finance staff? Perhaps Milo can confirm?

Yes we've got the email saying all that. It even said it would be refunded by the following  day (18/3) which we initially got really excited about 😂. We couldn't access the 'manage my booking' aspect from that day.
We've tried to ring back a few times and either cut off or sit in a queue. 

amy2802

Hi, 
Advice please- my friend and I have a TUI holiday booked for August which needs paying off mid May. Now I have paid £1500 already (my friend only £150) and I want to pay off the holiday in order to receive our credit/refund if we can’t go. 

However my friend does not want to pay for the holiday (she has a minimal amount to loose) and therefore leaves me in a difficult situation as it’s a joint booking. 

Am I right in assuming I will loose my money as the holiday will not be paid off?

bradders1983

No, you will lose it. Not "loose" it. Except the deposit, obviously. 

Sorry, that typo winds me up something rotten.

SevenOfNine

hollie.weimeraner said:

Well we have a TUI holiday booked to go to Tenerife on 29th May via Hays travel. Hotels are closed on Tenerife and talking about re opening in July apparently. I get the impression TUI aren’t cancelling in the hope they can push people into rebooking by leaving it as late as possible to issue cancellations to avoid people claiming refunds.

TUI are waiting for this, so they can legally shove their Refund Credit Vouchers down your throat INSTEAD of a cash refund, & for the CAA to confirm vouchers ARE covered by ATOL, seems not at the moment in spite of what those who have one already think!  https://travelweekly.co.uk/articles/368930/government-refund-credit-guidance-delayed-again

Aylesbury_Duck

bradders1983 said:

No, you will lose it. Not "loose" it. Except the deposit, obviously. 

Sorry, that typo winds me up something rotten.

You need to losen up

Pollycat

I think TUI have updated their website since I last looked.

It answers the oft-asked question about 'should I pay my balance?'

It explains refund credits and requesting a refund.

It addresses what will happen if you requested a refund before TUI offered a refund credit.

https://www.tui.co.uk/destinations/info/coronavirus

Apologies if this has been posted before.

bradders1983

The TUI site now seems to contradict itself regarding store bookings.

https://www.tui.co.uk/destinations/info/coronavirus?im_id=affiliate&ia_id=10078&ip_id=651773&irclickid=yCMUQv1APxyOWRJ0WlXSvXJOUki2Ni3VHQSAR00&irgwc=1

That main page now says people who booked in shop should ring up presumably to make balance payments (despite store bookers never being able to pay over the phone before) or their holidays will be cancelled


We appreciate that you may be feeling apprehensive about paying your balance. Unfortunately, if you don’t continue with payments your holiday will be cancelled. If you booked in a TUI store you can call 0800 009 3836 or 0203 636 1997 between 9am and 5.30pm from Monday to Friday as we have Travel Advisors working who are able to help you. 

However the shop booking page (accessed from the link above) still says right at the bottom holidays wont be cancelled

https://www.tui.co.uk/destinations/info/store-booking-faqs

So which is right? 🤷‍♂️