TUI refunds thread

MuffinMan0412

bradders1983 said:

Hang up as soon as you start to hear it to save time. Hit redial. Repeat and repeat.

Finally got through and I am 38 minutes om hold currently.  Thanks all for your help.

Simon7685

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!

Update, having spent the last week ringing and ringing every day and at different times on 0800 009 3836, I still just get, "sorry this line is now closed"!  In desperation I reverted back to 0203 451 2868 and spent over an hour waiting.  Eventually my call was answered and I told them what was happening and that I need my money refunding NOW.  I advised also that TUI were breaking the law by not refunding flights within 7 days of cancelling the flight.  I was told it is because of the pandemic and there are so many refunds to do that they cant do them in 7 days!!!!  Apparently then that makes it okay!  I was told the 0800 number is the correct number to get a refund expedited but there can only be 50 people at any one time on the line waiting, so it then says, this line is now closed.  I was told you just have to ring at the right time to get into the 50 people waiting.  I have heard some crap and excuses in my life but that has to be one of the best.  The person I spoke to said there is nothing more they can do I have to persevere to get through.  I am not happy, I said I will continue to try but if I cant get into the "lucky" 50 people by the end of the week, I will commence legal proceedings through the court to recover my £1600.  She said if you want to do that you can but it wont make any difference on when you get your money back,  TUI will refund me as soon as they can!
I am absolutely disgusted that a company the size of TUI can treat people like they are and just seem to get away with it.  I have used TUI virtually every time we go away, not anymore!!!

bradders1983

Simon7685 said:

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!

Update, having spent the last week ringing and ringing every day and at different times on 0800 009 3836, I still just get, "sorry this line is now closed"!  In desperation I reverted back to 0203 451 2868 and spent over an hour waiting.  Eventually my call was answered and I told them what was happening and that I need my money refunding NOW.  I advised also that TUI were breaking the law by not refunding flights within 7 days of cancelling the flight.  I was told it is because of the pandemic and there are so many refunds to do that they cant do them in 7 days!!!!  Apparently then that makes it okay!  I was told the 0800 number is the correct number to get a refund expedited but there can only be 50 people at any one time on the line waiting, so it then says, this line is now closed.  I was told you just have to ring at the right time to get into the 50 people waiting.  I have heard some crap and excuses in my life but that has to be one of the best.  The person I spoke to said there is nothing more they can do I have to persevere to get through.  I am not happy, I said I will continue to try but if I cant get into the "lucky" 50 people by the end of the week, I will commence legal proceedings through the court to recover my £1600.  She said if you want to do that you can but it wont make any difference on when you get your money back,  TUI will refund me as soon as they can!
I am absolutely disgusted that a company the size of TUI can treat people like they are and just seem to get away with it.  I have used TUI virtually every time we go away, not anymore!!!

I understand the frustration but you do realise it is not the fault of the person at the end of the phone, dont you? No point being rude and angry to them.

As for only 50 people being able to be on hold, why do you think they are making this up? Phone systems are built with a capacity, in normal times a queue of 50 would be more than enough, companies cant magic more slots out of thin air without shelling out big time.

I got a refund processed on the number you rang (the 0203 one) so I cant understand why you are not able to.

Life__Goes__On

Simon7685 said:

 I will commence legal proceedings through the court to recover my £1600.  She said if you want to do that you can but it wont make any difference on when you get your money back,

There is a post on here that someone  did start court proceedings (after a pre action letter)  TUI contacted them within days of them filing court action agreeing to  pay the refund and the court fees.

bradders1983

Life__Goes__On said:

Simon7685 said:

 I will commence legal proceedings through the court to recover my £1600.  She said if you want to do that you can but it wont make any difference on when you get your money back,

There is a post on here that someone  did start court proceedings (after a pre action letter)  TUI contacted them within days of them filing court action agreeing to  pay the refund and the court fees.

I dont understand why he didnt just ask for the refund to begin to be processed when he got through on the 0203 number earlier 🤷‍♂️ it is the correct number . 


Probably because he was ranting and raving the poor woman on the phone he didnt get his proper point across.

Life__Goes__On

bradders1983 said:

Life__Goes__On said:

Simon7685 said:

 I will commence legal proceedings through the court to recover my £1600.  She said if you want to do that you can but it wont make any difference on when you get your money back,

There is a post on here that someone  did start court proceedings (after a pre action letter)  TUI contacted them within days of them filing court action agreeing to  pay the refund and the court fees.

I dont understand why he didnt just ask for the refund to begin to be processed when he got through on the 0203 number earlier 🤷‍♂️ it is the correct number . 


Probably because he was ranting and raving the poor woman on the phone he didnt get his proper point across.

Since reading the post I now have a Queen song stuck in my head "I want it all, and I want it now"

MuffinMan0412

What's the average length of call people have endured to get to actually speak to someone?

bradders1983

MuffinMan0412 said:

What's the average length of call people have endured to get to actually speak to someone?

Dunno about average but for me I was in the queue 50 mins.

dennyjames

Has anybody tried going through Resolva to get their refund, I can't spend all day on the phone trying to get through to TUI , I am back at work now , have to wait about a month, then it goes forward to ABTA, just wondered if anyone has tried this approach , I am owed about £3000.

bradders1983

dennyjames said:

Has anybody tried going through Resolva to get their refund, I can't spend all day on the phone trying to get through to TUI , I am back at work now , have to wait about a month, then it goes forward to ABTA, just wondered if anyone has tried this approach , I am owed about £3000.

They arent refusing you a refund so I cant imagine ABTA will be interested in the slightest.