TUI refunds thread

Airhostie

I spoke with them on 13/04 and requested a refund not credit had the email confirmation it would be up to 4 weeks.
This time has now passed and still no funds yet others are receiving them within days???
My booking was online, not direct debit, paid by card and card is still in date.
Anyone had any luck in getting their refund after chasing them up???
I'm in the queue now..............

bradders1983

bradders1983 said:

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

Got through after 50 mins. Refund sorted.

Painless, really.

RalphWiggam

bradders1983 said:

bradders1983 said:

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

Got through after 50 mins. Refund sorted.

Painless, really.

Don't rest on your laurels until the money is in your bank 

bradders1983

RalphWiggam said:

bradders1983 said:

bradders1983 said:

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

Got through after 50 mins. Refund sorted.

Painless, really.

Don't rest on your laurels until the money is in your bank 

Its only £400, if its not there in a month I will ring again. I dont need it at the moment.

PaulMar

Our our holiday to Costa del Sol departing April 22 was cancelled: TUI got in touch to advise this the day before departure, stating they’d be emailing us a Refund Credit. 

Three weeks later, and absolutely nothing since (Anyone experienced similar?). None of the quoted telephone numbers work. I even resorted to ringing ABTA for advise yesterday, a helpful lady there gave me two dedicated numbers to try for those customers who’d booked in-store, like ourselves. Neither are of any use either!

This is not the point however, as what we want is a full refund - we are both elderly and have health issues, so possibly will never be able to travel abroad again.
That TUI has ‘shut up shop’ is disgraceful, especially as they’re also utilising the government’s furlough scheme. 

Subsequently, I have made formal complaints to both ABTA and the Competition Markets Authority. As the law stood at the time of booking, last November, legally we are entitled to a full refund.

Pollycat

PaulMar said:

Our our holiday to Costa del Sol departing April 22 was cancelled: TUI got in touch to advise this the day before departure, stating they’d be emailing us a Refund Credit. 

Three weeks later, and absolutely nothing since (Anyone experienced similar?). None of the quoted telephone numbers work. I even resorted to ringing ABTA for advise yesterday, a helpful lady there gave me two dedicated numbers to try for those customers who’d booked in-store, like ourselves. Neither are of any use either!

This is not the point however, as what we want is a full refund - we are both elderly and have health issues, so possibly will never be able to travel abroad again.
That TUI has ‘shut up shop’ is disgraceful, especially as they’re also utilising the government’s furlough scheme. 

Subsequently, I have made formal complaints to both ABTA and the Competition Markets Authority. As the law stood at the time of booking, last November, legally we are entitled to a full refund.

And that's how the law still stands.

It says as much on the TUI website.

Which also gives the 2 numbers that the lady at ABTA gave you for store bookings.

They say they are sending out refund credits but if you want a full refund you can have one.

It might involve jumping through a few hoops to get in touch with them on the phone to tell them you want a refund but these are difficult times for everybody.

SevenOfNine

bradders1983 said:

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

You are certainly the record holder for perseverance! Twitter feeds from TUI & First Choice did claim an "issue with 'phone lines" mid morning in case others have given up.

PaulMar

Appreciate that these are difficult times.........for us the customer as well!!

But compare our TUI experience with my own last month, with LNER. I’d purchased a cheap, non-refundable ticket in February for train travel on March 28. Thinking I’d lost my money, it was they who contacted me offering a refund. Two weeks later, the refund was back had been credited. 

bradders1983

SevenOfNine said:

bradders1983 said:

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

You are certainly the record holder for perseverance! Twitter feeds from TUI & First Choice did claim an "issue with 'phone lines" mid morning in case others have given up.

Didnt take too long. As soon as I heard the word "sorry", i hung up and hit the Call button again. Options 1 and then 5 for store bookings.

Pollycat

PaulMar said:

Appreciate that these are difficult times.........for us the customer as well!!

But compare our TUI experience with my own last month, with LNER. I’d purchased a cheap, non-refundable ticket in February for train travel on March 28. Thinking I’d lost my money, it was they who contacted me offering a refund. Two weeks later, the refund was back had been credited. 

Do you think that LNER had anywhere near as many customers to deal with as TUI have?