TUI refunds thread

hogweed

I read through quite a few of the posts in this thread, but lost the will to live without finding somebody asking the same question as me ***

So… when we booked our holiday (Greece in September) with TUI back in early February, we paid just the minimum deposit of £100. Now as the FCO are effectively saying no travel this year, obviously we want to cancel, and not pay £1700 or so for a holiday which isn't going to happen.

However, reading through their T&Cs, apparently I paid some sort of “reduced” deposit, which means cancellation will invoke not only loss of the £100, but also a cancellation fee of £400!

Obviously this is their standard T&Cs which existed before the virus – does anybody know if, given that the government is instructing us not to travel, they can still enforce this? We’ve reconciled ourselves to the loss of the £100, but can’t afford to throw another £400 away.

Like others here, I’ve given up trying to phone or email them.

Sadly hadn’t taken insurance out yet either, as I thought there was plenty of time…

Thanks everybody, and good luck with your own struggles…

PS I haven't actually officially cancelled with them – just haven't paid the next demand for an instalment. Not really sure if that was the right thing to do…

Pollycat

Gulliverstravels said:

I have tried emailing TUI customer services. Receiving this Failure notice "Sorry, we were unable to deliver your message to the following address. <email@customerservices.tui.co.uk>: No mx record found for domain=customerservices.tui.co.uk" - Beware!

As I said in the post almost immediately above yours:

Pollycat said:

RalphWiggam said:

I sent them an email yesterday and its been returned as undeliverable.  I have had a reply using that email address in the past

I've looked at the TUI 'contact us' page on their website and it appears that they have removed email as a way to contact them, I can only see different telephone numbers.

So you are probably wasting your time trying to email them.

dennyjames

Can anyone answer this question , our cruise was cancelled by TUI , with only 3weeks now until we were supposed to travel, we haven't received a code but have been offered an extra 20 percent discount , if we rebook, we first tried to get a refund but can't get through, so thought we would try booking another cruise for next year, and upgrade to a better cabin will we still be covered under ATOL as we will no longer be in the EU ,will our money still be safe if TUI go under.

bradders1983

ATOL and being in the EU or not are two totally unrelated things.

Simon7685

I booked flights to Orlando with TUI for departure on 14 May.  They advised me the flight was cancelled on 16 April.  I was offered a refund credit which I declined and was told I would receive a refund back to my card for £1588.00.  I have just spent hours trying to get through and finally managed it using 0203 451 2868 .  I was told my case would be looked at 4 weeks after my departure date, so 11 June!  So much for consumer rights and a flight refund in 7 days!  Anyway I said that wasnt good enough as I needed the money refunded to help cover bills etc.  The guy I spoke to gave me a number for the refund line (0800 009 3836) and said if I explained they would process my refund.  I spent another hour hitting redial and eventually got through.  I was greeted with Welcome to TUI this line is now closed and it cut off!!!!!
If anyone has a number to get through to the refunds team (not the 0203 451 2868 number) would they please be kind enough to either let me know on the thread or PM me with it.  I am so disappointed with TUI, I appreciate their problems but at the end of the day, they have almost £1600 of my money which I desperately need to get back to help my family get through this terrible pandemic.  
I booked all elements of our trip individually and the only company not to refund me in a realistic time frame is TUI!

SevenOfNine

Simon7685 said:

I booked flights to Orlando with TUI for departure on 14 May.  They advised me the flight was cancelled on 16 April.  I was offered a refund credit which I declined and was told I would receive a refund back to my card for £1588.00.  I have just spent hours trying to get through and finally managed it using 0203 451 2868 .  I was told my case would be looked at 4 weeks after my departure date, so 11 June!  So much for consumer rights and a flight refund in 7 days!  Anyway I said that wasnt good enough as I needed the money refunded to help cover bills etc.  The guy I spoke to gave me a number for the refund line (0800 009 3836) and said if I explained they would process my refund.  I spent another hour hitting redial and eventually got through.  I was greeted with Welcome to TUI this line is now closed and it cut off!!!!!
If anyone has a number to get through to the refunds team (not the 0203 451 2868 number) would they please be kind enough to either let me know on the thread or PM me with it.  I am so disappointed with TUI, I appreciate their problems but at the end of the day, they have almost £1600 of my money which I desperately need to get back to help my family get through this terrible pandemic.  
I booked all elements of our trip individually and the only company not to refund me in a realistic time frame is TUI!

There's only one reason you want your money back, & that is because you are LEGALLY ENTITLED TO IT, not only that, you're actually entitled to it within 14 days!  See Part 4 (14)
https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

You had the correct number 0203 451 2868. Staff are either ill informed or deliberately misleading customers with more delaying tactics. If so, TUI have sunk to a new low.

A few options here if you get fed up of the runaround. https://thetraveljournalist.co.uk/travel-company-refusing-you-a-cash-refund-check-out-your-options/

Pollycat

Simon7685 said:

I booked flights to Orlando with TUI for departure on 14 May.  They advised me the flight was cancelled on 16 April.  I was offered a refund credit which I declined and was told I would receive a refund back to my card for £1588.00.  I have just spent hours trying to get through and finally managed it using 0203 451 2868 .  I was told my case would be looked at 4 weeks after my departure date, so 11 June!  So much for consumer rights and a flight refund in 7 days!  Anyway I said that wasnt good enough as I needed the money refunded to help cover bills etc.  The guy I spoke to gave me a number for the refund line (0800 009 3836) and said if I explained they would process my refund.  I spent another hour hitting redial and eventually got through.  I was greeted with Welcome to TUI this line is now closed and it cut off!!!!!
If anyone has a number to get through to the refunds team (not the 0203 451 2868 number) would they please be kind enough to either let me know on the thread or PM me with it.  I am so disappointed with TUI, I appreciate their problems but at the end of the day, they have almost £1600 of my money which I desperately need to get back to help my family get through this terrible pandemic.  
I booked all elements of our trip individually and the only company not to refund me in a realistic time frame is TUI!

I got the message 'Sorry, we are getting a lot more calls than usual and can't take your calls right now. Please give us a call back later and we'll be happy to help' (or something very similar).

They didn't say the number was 'closed'.

Is that better than hanging on for hours at a time? And then possibly getting cut off?

gabby71

Hiya

I have had a good read through this thread so apologies if my question has already been answered!
I have a holiday booked online with TUI for 3rd July (paid in full by credit card).
Im pretty sure it will be cancelled, however as they have only cancelled holidays up to 11th June at the moment I know I will have to wait and see.
If the holiday is cancelled, will I be notified by TUI and will I automatically receive a credit note? If so, how long after cancellation can I expect to receive it?

many thanks

Gab

[Deleted User]

I have tried several more times on the 0203 451 2868 number, actually got further than the we can't take your call right now. Actually started to go through the menu, 2 for cash refund, 2 for booking online, 1 for travelling with TUI airlines only to then get we are busy please call back. Really frustrating, you can't email, you can't ring and wait for them to pick up the call. I am working from home and cannot sit there just dialing out all day.

bradders1983

gabby71 said:

Hiya

I have had a good read through this thread so apologies if my question has already been answered!
I have a holiday booked online with TUI for 3rd July (paid in full by credit card).
Im pretty sure it will be cancelled, however as they have only cancelled holidays up to 11th June at the moment I know I will have to wait and see.
If the holiday is cancelled, will I be notified by TUI and will I automatically receive a credit note? If so, how long after cancellation can I expect to receive it?

many thanks

Gab

They will email you. The email will tell you when you get the credit by but you can ring up at any time and get cash.