TUI refunds thread

Pollycat

skadupuk said:

Pollycat said:

Grannygoodheart said:

You do not have to wait until you receive your credit voucher. TUI prefer that you wait but we phoned upon receiving our cancellation e-mail. Had to redial many times but eventually got through and a helpful TUI person processed our request for a refund and it was in our account next day.

As I said above, I'm sure some people have ... received a refund without waiting for a refund credit.

I've been following the thread since it was first started so I knew some people have. I read your post.

But it takes perseverance and I think the poster wants some advice on how to avoid having to spend ages on the phone.

I'm not sure anyone has got that magic formula.

But waiting 4 weeks for the refund credit, then trying to ring in July when all the summer holidays have been cancelled is surely not going to be a good idea.

I didn't say waiting until July was a good idea.

I said I knew people have circumvented the current TUI advice that is 'wait for refund credit, then get in touch if you want a full refund'.

One poster has confirmed that she has done that.

I did say that it will take perseverance - confirmed by Grannygoodheart.

I did say there is no magic formula to get in touch with TUI.

If someone wants a refund before they get the refund credit, they need to be prepared to wait it out on the phone.

People need to deal with TUI and other tour operators in the way that suits them.

But nobody has a secret telephone number that will be picked up at the first ring and result in a refund to your bank account or credit card within the hour.

bradders1983

I suspect trying on a Monday isnt a good idea either, when they arent open at the weekend. 

Crystalline

I've been able to get into the queue a couple of times today, but on both occasions have been cut off randomly after about 10-15 minutes.

Will keep trying but their systems are a mess. Fairly clear that they are trying to make this as difficult as possible to avoid refunding. 

Is my money legally protected? The t&cs on the refund credit note say it is valid for 18 months. Do I lose my money after that point? 

bradders1983

No, it is refunded back to you automatically (apparently)

Crystalline

Seems to be a pattern that if you can get in the queue, the line goes silent after around 10 minutes, then comes back in a couple of minutes later, then you get hung up on a couple of minutes after that.

I won't have time to go again today. Approaching 100 calls now. 

Shedman

Just managed to get through on the 0203 451 2868 number (after many many redials and having been connected once , on hold for 30 mins and then cut off).  Used options 2, 2, 1.   

Spoke with lovely Welsh sounding lady called Maisy who took brief details (booking ref and address).  Confirmed that we definitely didn't want Refund Credit and booking incentive.  Went off for about 5 mins then came back and said that it was all processed, that we will get an email and it'll be back on the Credit Card within 7 days.  This is for a May 21st cruise and havn't had Refund Credit Voucher email yet. 

For those with an Android phone there is an app called Auto Redial that made the process a whole lot easier as you can set the interval between redials (I used 5 seconds) and, if you use the Schedule option, it will keep retrying after each hang up, etc.  If you download the App the schedule section appears after you press the + symbol at the top and you can set it to start dialling from a particular time and also set the number of retries.  

daveybuk

Browntoa said:

Online form still needs to be verified before payment to stop fraudsters , they are never going to automate. Same lack of staff that are answering calls would need to deal with the forms.

You would need to split your limited resources to do both .

And you still wouldn't stop idiots ringing about their holiday in September " as they want to know what's happening " 

The difference is the customer - you know, the people that pay their staff's wages - wouldn't have to spend days trying to get on to the ladder for a refund for which they're legally entitled. They could submit the form and forget about it until it's processed. 

Browntoa

If you are happy to "submit the form and forget about it " then that suggests to me that you are not in dire need .

There are some people desperate for that money and they are getting stopped by the ones ringing about their holiday in September (when there's no need ) or ignore the fact that there IS an awful lot that you can self manage online.

daveybuk

Browntoa said:

If you are happy to "submit the form and forget about it " then that suggests to me that you are not in dire need .

There are some people desperate for that money and they are getting stopped by the ones ringing about their holiday in September (when there's no need ) or ignore the fact that there IS an awful lot that you can self manage online.

I would suggest you haven't got a clue what you're talking about. I lost all my work 6 weeks ago, am not eligible for any Government support and haven't got any work for the foreseeable future. However, while I'm trying to find other work, I could do better than spend my days trying to get through on a phone line to TUI when I could just send one email and be a lot more productive. So maybe keep your snarky comments about constructive criticism of their approach to yourself, hey.

bradders1983

Well after 150 attempts to ring using both my phones, I am finally in the queue. 21 minutes and counting.  Will see what happens.