TUI refunds thread

Butts

maman said:

I was particularly thinking of Lastminute.com. They play a recorded message then cut off. The website is equally poor, when you try to 'manage booking' it just tells you to phone them. I may be cynical but I'm convinced they're just waiting for a change in the law. We'll see if they suddenly 'improve' their customer service when they can truthfully say they'll be just giving vouchers. 

I have a Holiday booked with Last Minute for later in the year to the USA. Luckily I have only paid £400 with the balance not due until July when the situation will hopefully be clearer.
Even before the current crisis they had a poor reputation for dealing with changes/refunds. A casual glance at any Review site will show they seem to have coped particularly badly in the current crisis compared to their competitors.
Seriously hoping they are a casualty of this whole business and i will get my money back and as I should have done in the first place use a proper company that does not operate from a call centre in India.

On a brighter note I got all my chargeback refunds for the Flybe collapse in less than three weeks - thank god I booked directly and not with LM.

NoodleDoodleMan

The latest from The Independent.

https://www.independent.co.uk/travel/news-and-advice/coronavirus-holiday-cancelled-abta-package-travel-regulations-a9434756.html

Milo55

My wife has just come off the phone to TUI after another lengthy wait, they are saying we should have our money back within days, I wait with baited breath.
I will put an update on asap.
kindest regards to all who have made comments its good to talk.

AgentOso1

pelirocco said:

Tui dont owe you £4000 they owe you a holiday 
I have a holiday in June booked with Tui in June and a cruise with them in July , I also have a mini cruise with PO for the 16th April , I am not expecting to hear anything yet ,  I have already spent the money , so there is no point worrying about it . In the grand scheme of things its really not that important 

That's not really true. The opening poster bought something which TUI simply can't fulfill, by the letter of the law, they owe the OP the money back and rightly so. A range of flexible options (yuck, what a cop-out from tui) is simply not suitable for a lot of customers who can't now holiday for whatever reason. It is not the customers responsibility to prop TUI up.

AgentOso1

I bought my TUI holiday through another large agent. The agent says they wont refund until TUI refund them, is that really the law when agent took my money?

Chris_Type_R

I requested a TUI refund today (was meant to fly to Orlando next week). I have the email refund confirmation - this includes a line "Your refund should be processed within the next four weeks.". Not feeling too confident.

anticlaus105

Chris_Type_R said:

I requested a TUI refund today (was meant to fly to Orlando next week). I have the email refund confirmation - this includes a line "Your refund should be processed within the next four weeks.". Not feeling too confident.

Well 5 days for me is currently up to 16 days and counting, so if I get paid tomorrow and they follow a similar pattern with you, I guess 4 weeks will become 13.6 weeks. Whatever happens don't hold your breath.

ianskeltonphotography

We were due to fly to Dom Rep on Sunday 15th March...sitting in the TUI lounge at Gatwick 1.5hrs before wheels up & I get the email cancelling the holiday!! In the email it said we would get a full refund. On the Monday 16th we went into the TUI shop we booked it with, as we paid some cash, some debit card & some credit card...so wanted to check how the refund would be coming back? In store they said (& she was on the phone to somebody at TUI) that Head Office would now be taking over refunds process not the shop.
Even though my wife paid the majority of it, as I was lead passenger the refund would have to be paid to my bank account & so she took my Acc numbers & passed them on the the other person on the phone. We were told it would take approx 7 days but to leave it with them as the phones will be very busy with other people trying to get help...
Today, 2nd April, after over 2 weeks checking bank account, I called the 0800 number on the TUI website. After almost 2 hors of waiting I got through. Only to be told "I don't know why you were told that information, I'm very sorry but as you booked in shop all refunds had to be done by the shop, which are all closed until further notice! However even if you had booked online our system is now preventing us from issuing refunds by this method either"
So in a nutshell we were in a shop that could have refunded us, but were told they couldn't as HO were doing it & now HO don't seem to want to do it either.... clever delaying tactics or am I am being cynical?? A voucher for future travel is all well & good if there a TUI to travel with at that point!!!
Being self employed that refund has now taken on a whole new value

anticlaus105

When this is all over I'm tempted to attend several travel agents and spend a couple of hours getting them to show me holidays. When it's time to pay I will scribble an IOU on a scrap of paper dated for 2 years time.

Ok, maybe not and I'll just get on with my life, but it's tempting.

SevenOfNine

ianskeltonphotography said:

We were due to fly to Dom Rep on Sunday 15th March...sitting in the TUI lounge at Gatwick 1.5hrs before wheels up & I get the email cancelling the holiday!! In the email it said we would get a full refund. On the Monday 16th we went into the TUI shop we booked it with, as we paid some cash, some debit card & some credit card...so wanted to check how the refund would be coming back? In store they said (& she was on the phone to somebody at TUI) that Head Office would now be taking over refunds process not the shop.
Even though my wife paid the majority of it, as I was lead passenger the refund would have to be paid to my bank account & so she took my Acc numbers & passed them on the the other person on the phone. We were told it would take approx 7 days but to leave it with them as the phones will be very busy with other people trying to get help...
Today, 2nd April, after over 2 weeks checking bank account, I called the 0800 number on the TUI website. After almost 2 hors of waiting I got through. Only to be told "I don't know why you were told that information, I'm very sorry but as you booked in shop all refunds had to be done by the shop, which are all closed until further notice! However even if you had booked online our system is now preventing us from issuing refunds by this method either"
So in a nutshell we were in a shop that could have refunded us, but were told they couldn't as HO were doing it & now HO don't seem to want to do it either.... clever delaying tactics or am I am being cynical?? A voucher for future travel is all well & good if there a TUI to travel with at that point!!!
Being self employed that refund has now taken on a whole new value

You have an email from TUI cancelling your holiday, you booked via their shop so went there & were told you they could not handle your refund & passed the instructions, along with your bank details, to head offfice for processing. You waited 14 days as it says in the T&C's, still no refund, so you rang the only avenue of communication, the 'helpline', who essentially told you they can't refund you either.

Time to apply for a cancellation refund via your travel insurance IMO.

Just as a side note, whenever I'm forced to deal with things by 'phone instead of an email paper trail, I habitually note name, date, time.  Sometimes seems a bit anal, but mostly it has added some weight when things get difficult, particularly when you're bouncing around in call centres.