TUI refunds thread

GDellar

Pollycat said:

GDellar said:

My friend and I are undecided on whether we should pay our final instalment (worth £1000 each) due on the 6th April, for our TUI holiday departing 29th June to Costa Rica. We've seen plenty of advice online for holidays that have been paid for fully, but it seems to be a grey area for TUI holidays that are part paid for. We are currently swaying towards paying it, and at least that way we qualify for claiming the holiday on insurance/ TUI cannot say we are in default. Before we commit to this decision we are doing the maths to see what amount we'd receive back of the portion we've paid already if we were to cancel now (& not pay the final instalment). Alternatively, as our departure date falls between 8th- 30th June, we can make a change free of charge. Hopefully we make the right choice. I would be interested to know whether any one else is in a similar position, and what they plan on doing. 

We have a TUI holiday booked for mid June.

We paid the balance on 19th March, before the closure of pubs & restaurants and before the lockdown.

At the time, the advice was to pay the balance and you'd get a refund if the tour operator cancelled.

If you didn't pay the balance by the due date, you'd forfeit your deposit.

Of course now there's all this talk of vouchers etc instead of refunds.

The exact same holiday for 2021 is 20% higher than we paid.

We are currently thinking about deferring and swallowing the increase as the accommodation we've booked is very small and very popular and we can see it getting booked up as more people think the same as us.

It's very popular with retired people who can probably afford to do to defer the holiday and leave the money paid to TUI (as we can) but not everyone can afford to do that.

That's a very good point regarding holiday pricing for 20201. I've just browsed on TUI's website for the exact holiday we had booked for this year, and cannot find it available in 2021. If they cannot match like for like, this might stand us in good stead for a refund. 

sir_shad

Does anyone have a phone number and the options to press to get through to someone at TUI? I keep on getting cut off when i call. We were due to travel on 30th March, booked through Love Holidays who tell me i must contact TUI for the flights part of the holiday. TUI last contacted me via email on the 25th March stating they will get in touch with us, but they haven't yet. Seeing as someone on here has now had a refund. I'm quite optimistic, but need to get through to them first. 

Capt_Pugwash

Hi - as a disgruntled TUI customer I have been reading the messages on this forum. Section 75 is mentioned - can someone please explain what Section 75 is? Thanks in anticipation.

Pollycat

https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

Browntoa

I notice TUI just got a €1.8 billion bailout from the German government . They have also stopped prepayments to suppliers and hotels .

I wouldn't hold your breath for cash refunds 

vision2009

Hi. I'm booked to go to majorca on 24th April 2020, a package holiday.  TUI havn't contacted me to say its cancelled which it obviously will be and it wont be going ahead. Their website offers free amendments up to 7 days before departure, but ideally i want a refund. Impossible to speak to to them. No e-mail response either !
I was thinking of waiting, they will have to contact me at some point to inform me they have cancelled my holiday surely?
What is my best course of action?
Thank you all.

Westin

vision2009 said:

Hi. I'm booked to go to majorca on 24th April 2020, a package holiday.  TUI havn't contacted me to say its cancelled which it obviously will be and it wont be going ahead. Their website offers free amendments up to 7 days before departure, but ideally i want a refund. Impossible to speak to to them. No e-mail response either !
I was thinking of waiting, they will have to contact me at some point to inform me they have cancelled my holiday surely?
What is my best course of action?
Thank you all.

Yes do that.  

The current U.K. FCO travel advisory only goes up to 16 April.  I expect it will shortly be extended and at that point TUI will cancel your holiday and contact you with options.

You are unlikely to be offered a refund, instead a credit voucher. If unused by 31 July 2020 the current proposed action is to allow you to cash it out at that time.

pattycake

vision2009 said:

Hi. I'm booked to go to majorca on 24th April 2020, a package holiday.  TUI havn't contacted me to say its cancelled which it obviously will be and it wont be going ahead. Their website offers free amendments up to 7 days before departure, but ideally i want a refund. Impossible to speak to to them. No e-mail response either !
I was thinking of waiting, they will have to contact me at some point to inform me they have cancelled my holiday surely?
What is my best course of action?
Thank you all.

We are due to go to Rhodes on 18th April.  Package tour with Tui and have no word from them either.  I am confident the holiday is cancelled as I’ve had an email from our hotel saying it’s closed until 30th April at least.  I want to transfer what I’ve paid for this holiday to another Tui holiday booked already for August but probably need some direct communication with them to sort this out.

Pollycat

pattycake said:

vision2009 said:

Hi. I'm booked to go to majorca on 24th April 2020, a package holiday.  TUI havn't contacted me to say its cancelled which it obviously will be and it wont be going ahead. Their website offers free amendments up to 7 days before departure, but ideally i want a refund. Impossible to speak to to them. No e-mail response either !
I was thinking of waiting, they will have to contact me at some point to inform me they have cancelled my holiday surely?
What is my best course of action?
Thank you all.

We are due to go to Rhodes on 18th April.  Package tour with Tui and have no word from them either.  I am confident the holiday is cancelled as I’ve had an email from our hotel saying it’s closed until 30th April at least.  I want to transfer what I’ve paid for this holiday to another Tui holiday booked already for August but probably need some direct communication with them to sort this out.

Take a look at this link:

BOOKED TO TRAVEL BETWEEN 17 APRIL AND 30 JUNE 2020

TUI'S TRAVEL PROMISE – BOOKINGS MADE ON OR BEFORE 16 MARCH 2020

We know you must be apprehensive about your upcoming holiday, and we fully appreciate the need to give you the freedom to be flexible with your booking. So, from 17 March 2020, we’re offering our travel promise to you.

If you have an existing booking for a TUI, Marella Cruises, or First Choice package holiday, booked before 17 March 2020 and travelling on or before 30 June 2020, you can amend for free to any holiday that’s currently on sale.

If you choose a holiday that’s cheaper than the one you originally booked, we’ll refund you the difference. If you choose a holiday that’s more expensive than your original booking, you’ll need to pay the difference in price.

You can make a change free of charge up until seven days before your original departure date. This policy is in place until 31 May 2020. So, if your holiday departs between 8 June 2020 and 30 June 2020, you must make any amends on or before 31 May 2020.

If you booked your holiday on our website, on the TUI App, or on the First Choice App, and your flights were scheduled to be with TUI Airways, you can easily amend your booking on the Manage my Booking page. The only exception to this is if you added insurance, parking or an airport hotel to your booking – unfortunately you won’t be able to amend online.

If you booked in a TUI Store, or you added insurance, parking, or an airport hotel to your booking, we’d ask that you bear with us for now. Following government advice, we’ve closed all our TUI Stores and our call centre teams are working from home. So, it might be a bit harder to get hold of us than usual. We’re working as quickly as possible to contact everyone affected, prioritising customers due to travel before 16 April 2020. So – for now – we’re asking you to hold off on calling us. We really appreciate your patience.

If you need to, call 0800 009 3836 or 0203 636 1997. You can call between: 9am - 7pm (Monday to Friday), 9am – 6pm (Saturday) and 10am-5pm (Sunday).

To make it easy for you, here’s a tool to guide you through your next steps, however you booked. Click here to use the tool – this page will open in a new tab on your browser.

If you booked with a third-party travel agent, you’ll need to contact them directly.

These new terms and conditions are applicable up until 31 May 2020.

To see our full booking terms and conditions, please click here.

https://www.tui.co.uk/destinations/info/flexible-payment-options?vlid=tuihero216

Milo55

anticlaus105 said:

Milo55 said:

Hi everyone we received our money back from TUI yesterday, so good news you will get your money until they can persuade the government to allow vouchers.
We were told the money is refunded  14 days after the cancellation notice however it did take quite a few phones calls and longer then 14 days to get ours.

Good to hear. How did they refund? Back onto a card or BACS? Also when trying to call them do you recall what number you used and the options you selected? Many are a dead end for me and cut me off.

EDIT: I notice you cancelled on the 14th. If that's the case we are due a refund tomorrow.

EDIT: Just got off the phone after 1 1/2 hours and they told me someone would be in touch to sort a refund? Am not sure what that means, I already have an email from 16th saying it's been processed. I'm not going to hold my breath and will keep the section 75 going.

hi my wife rang every two days eventually they told her they would refund the money into the accounts we used to pay them which they did she tried many numbers during the time sorry cannot help more than this.