TUI refunds thread

SevenOfNine

11408 said:

Hi does anyone have a working phone number for tui customer services, thanks, 11408

0203 451 2868  Try every 5 minutes until you get past the "busy try again later" & disconnected.  As soon as there's a free 'line'  you'll be able to make your 'options' choices, & you're in the queue listening to relentless "cross the T, dot the I, & put U in the middle".  Eventually you'll get an actual person. My wait time was 1hr 6mins, but it varies hugely. Actual refund processing times seem to vary, I got mine within 36 hrs having been told 5-7 days. No idea why so fast but she processed while I was on the phone.

TUI are ABSOLUTELY NOT processing in date order.  Their latest info tells you date order BUT "to call if you need your refund before this", so that's what I did.  Hopefully they haven't changed the 'phone process. Good luck

colink24

I managed to get through after an hours wait, in order to re-book a weeks holiday scheduled for June 28th. I was told on the phone that, as I was re-booking, I would receive a 20% discount on the new booking cost, which was pretty much the same as we had paid. Once I had gone through the process, I received an email an hour or two later, directly from the travel consultant who made the changes for me, to advise that sadly I wasnt eligible for the 20% discount as it was only for holidays prior to May 14th. 

Very dissapointing to be told one thing prior to re-booking, then told something else once it was booked. Be careful with this, I am not sure how many people are being told this so that they book for next year, as opposed to cancelling.

dchalliwell

Hi

 I  couldn't get through on std lines so phoned this number 02034512688 selected option 1 then selected payments (yes payments) from auto system - someone answered within minutes ! 

2 I requested a refund and the operator said they that whilst they couldnt do this they would fill in a refund form and get it to the correct dept in Tui and that i would receive a call in next 7 to 10 days. 

3 Well that is exactly what happened. They then processed a refund to my credit card

4 I also though took the precaution of writing (via signed for delivery) to Tui customer services at head office stating that a I reject any offer of a credit note and request a full refund and reminded them of the 14 day limit in the package travel regulations

Pollycat

colink24 said:

I managed to get through after an hours wait, in order to re-book a weeks holiday scheduled for June 28th. I was told on the phone that, as I was re-booking, I would receive a 20% discount on the new booking cost, which was pretty much the same as we had paid. Once I had gone through the process, I received an email an hour or two later, directly from the travel consultant who made the changes for me, to advise that sadly I wasnt eligible for the 20% discount as it was only for holidays prior to May 14th. 

Very dissapointing to be told one thing prior to re-booking, then told something else once it was booked. Be careful with this, I am not sure how many people are being told this so that they book for next year, as opposed to cancelling.

I think until this week TUI website was saying that holidays up to 14th May were cancelled.

This has now changed to holidays up to 11th June.

The website goes on to say "what does this mean for me?'

If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%. We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 1 May 2020 and if you were due to travel after 16 April you’ll receive it four weeks of your departure date.

I read it that the up to 20% booking incentive applies to holidays departing on or before 11th June.

Your departure date was 28th June so I wouldn't have expected to receive the booking incentive - I would have queried it with the TUI rep at the time.

colink24

Pollycat said:

colink24 said:

I managed to get through after an hours wait, in order to re-book a weeks holiday scheduled for June 28th. I was told on the phone that, as I was re-booking, I would receive a 20% discount on the new booking cost, which was pretty much the same as we had paid. Once I had gone through the process, I received an email an hour or two later, directly from the travel consultant who made the changes for me, to advise that sadly I wasnt eligible for the 20% discount as it was only for holidays prior to May 14th. 

Very dissapointing to be told one thing prior to re-booking, then told something else once it was booked. Be careful with this, I am not sure how many people are being told this so that they book for next year, as opposed to cancelling.

I think until this week TUI website was saying that holidays up to 14th May were cancelled.

This has now changed to holidays up to 11th June.

The website goes on to say "what does this mean for me?'

If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%. We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 1 May 2020 and if you were due to travel after 16 April you’ll receive it four weeks of your departure date.

I read it that the up to 20% booking incentive applies to holidays departing on or before 11th June.

Your departure date was 28th June so I wouldn't have expected to receive the booking incentive - I would have queried it with the TUI rep at the time.

Yes absolutely. Had I known id probably have waited. I wasnt even aware of the incentive to be honest, should have done my homework! Not too unhappy, just that the rep told me id get 20% off, then two hours later told me that actually I wouldnt!

bradders1983

First of all you have to pay that £600 as that is the rest of the deposit.

Secondly you will need to wait for TUI to cancel the holiday before they move it for free. The fact you were going out there for a wedding which had now been cancelled is of no consequence.

Life__Goes__On

I agree with above advice, pay otherwise their might be hassle.
But try and pay on a credit card, as that will give you options if you want to take them.

Cherokee1!

I booked a holiday June 2019 for my family for the end of July 2020 for 2 weeks to Mexico to celebrate a special event. At this point the news I have seen about Coronavirus is that Mexico will reach its peak in mid August. My balance of £3000 is due in 2 days but I have paid £4000 for the deposit anyway. As I am classed as vulnerable due to health I am concerned about going given the risk as there is no vaccine nor any sign of it and the quality of the health care over in Mexico is not reported to be great. If travel restrictions were lifted would I just lose all money if I paid the balance now? Do you think they will allow UK citizens to Mexico if they are at their peak time? This was a special holiday and I am worried that we will never get to do this again as we never usually spend this much on a holiday and it has taken us 4 years to save up for. Losing £4k deposit and the balance £3k, total of £7k will be a bitter pill to swallow. Please would anyone provide advice. Thank you in advance.

hollie.weimeraner

Email received today:

I am emailing to inform you that the TUI holiday you had booked to travel on the 29th May unfortunately it will not be going ahead, however 

If you are still looking to go on holiday later in the year or 2021 we can do this for you as TUI have given you a credit voucher to use on a future holiday.

             If the credit note is not an option for you rest assured we are able to claim a refund for you, the process for us the claim the refund for you is to wait for the credit voucher to come through and then we can claim the refund through the credit note.

We have already emailed stating a credit note is not acceptable and quoted PTR’s

lanclass_2

No refund for us (requested 23 March due to travel 30 March) or even the promised credit by 1 May!! We've been patient but no longer.