TUI refunds thread

Life__Goes__On

Sky_Dragon said:

Did anyone get a refund credit for a Curtailed holiday (as opposed to Cancelled)? I filled in the forms/raised a ticket on 22nd March, shortly after returning on a TUI repatriation flight, and was emailed on 17th April to say a Refund Credit code would be emailed to me by 1st May. Was then emailed 1st May to say it would now be 15th May before I got the code. I've heard nothing since.

This thread should be of interest
https://forums.moneysavingexpert.com/discussion/6143079/holiday-cut-short-and-repatriation-flight-took-is-to-an-alternative-airport-due-to-covid-19

Grumps74

Had a holiday booked for June 8th obviously cancelled on the May 7th after many days of trying we managed to get through on the phone line asked for a refund which we were told will take 5-10 days because we paid by direct debit shortly after we received a e-mail confirmation that we would be getting a refund all good but so far no refund I understand that they are very busy so I’m not too stressed at the mo was just wondering if anyone else has managed to get a refund who paid by direct debit and how long it took thanks

RalphWiggam

I paid by direct debit, only 2 payments my holiday was not until August.  I cancelled on 13 March, my email stated refund in 3-5 days.  I have tried ringing and emailing to no avail.  I have today contacted my bank to raise a dispute and see they have any luck trying to get my refund.  

gjwestgate

Success with Tui today. Phone call started at 08:59, held until 10:50 and spoke to a very helpful agent. Refund is now on its way, so patience is rewarded.

Caramac

I’m not sure if anyone has a similar issue. We were originally meant to fly to Italy on 18th June, the balance was due mid March but we saw an advert that said Tui were waiving the amendment fee on 21st March so amended the booking until next year. However I was still charged the amendment fee and paid it thinking they would make an adjustment to the final balance but they haven’t. I left it a few weeks as they would be busy with people with more pressing problems, then contacted them on Facebook messenger and was assured they would refund my credit card. This hasn’t happened and I’ve just spent over an hour trying to contact them by phone. Has anyone got an email address for them?

skidmarks1961

When they refund you they do it there and then, they confirm the amounts and cards that refunds are going back to. You get an email headed refund, not cancellation and credit card payments can be two days, debit a day. Anything else is probably a fob off. Good luck.

sunshine

gjwestgate said:

Success with Tui today. Phone call started at 08:59, held until 10:50 and spoke to a very helpful agent. Refund is now on its way, so patience is rewarded.

Me too!!  On the 22nd attempt of trying to get through, then just short of 2 hours holding on I got through.  Refund on it's way back to credit card.  I wasn't expecting my refund code just yet - our holiday was for 30th May.
Edit:  Thursday 21st May - All the money is back on my credit card today.  Can't fault TUI on this occasion.  

Sky_Dragon

Life__Goes__On said:

Sky_Dragon said:

Did anyone get a refund credit for a Curtailed holiday (as opposed to Cancelled)? I filled in the forms/raised a ticket on 22nd March, shortly after returning on a TUI repatriation flight, and was emailed on 17th April to say a Refund Credit code would be emailed to me by 1st May. Was then emailed 1st May to say it would now be 15th May before I got the code. I've heard nothing since.

This thread should be of interest
https://forums.moneysavingexpert.com/discussion/6143079/holiday-cut-short-and-repatriation-flight-took-is-to-an-alternative-airport-due-to-covid-19

Thanks - I posted in that thread to see if I can get any more info on what they're doing over curtailments.

skadupuk

TUI have finally provided some much clearer detail on the time frames you should expect for getting your money back, and there is some variation dependent on method.
This is something that they should have really got on top of before to prevent unnecessary calls/queries and to set peoples expectations realistically.
https://www.tui.co.uk/destinations/info/coronavirus-faqs in the "How long will it take to receive my refund?" section.

RalphWiggam

The thing is though, they have promised dates before and they came and went and still no refund.  I will only believe it when I see the money in my account