TUI refunds thread

dingling68

I’m still waiting for my refund. 27/3 departure date cancelled by phone by Tui 19/3 and refund requested. Phoned by Tui again 25/3 and refund requested again and cancellation email then received stating refund due in 30 days ... nothing heard till 5/5 when received credit refund email. Two hours trying different numbers and got through, told deposit paid on credit card would be received in a couple of days and the balance, paid DD in 5 - 7 days. 

Credit card refund was received but nothing into the bank. Phoned again 21/5, hour wait and spoke to someone to be told no idea why the previous person said 5 - 7 days as that wouldn’t happen with the number that needed to be processed! She told me the money would be back in my account by June 1!!!!!!
i don’t understand why people with March holidays are still waiting when people due to fly in April and May have had their refunds. I don’t begrudge them their money but Tui have handled this appallingly! Having been caught up when Low Cost Holidays went bust it will be a very long time before I travel abroad again, and it certainly won’t be with Tui 

SevenOfNine

dingling68 said:

I’m still waiting for my refund. 27/3 departure date cancelled by phone by Tui 19/3 and refund requested. Phoned by Tui again 25/3 and refund requested again and cancellation email then received stating refund due in 30 days ... nothing heard till 5/5 when received credit refund email. Two hours trying different numbers and got through, told deposit paid on credit card would be received in a couple of days and the balance, paid DD in 5 - 7 days. 

Credit card refund was received but nothing into the bank. Phoned again 21/5, hour wait and spoke to someone to be told no idea why the previous person said 5 - 7 days as that wouldn’t happen with the number that needed to be processed! She told me the money would be back in my account by June 1!!!!!!
i don’t understand why people with March holidays are still waiting when people due to fly in April and May have had their refunds. I don’t begrudge them their money but Tui have handled this appallingly! Having been caught up when Low Cost Holidays went bust it will be a very long time before I travel abroad again, and it certainly won’t be with Tui 

It has been extremely noticeable that March date keeps popping up with the words "still waiting", making a mockery of TUI's "date order" claims.

I have seen somewhere that DDs take longer to process because the DD mandate (once final installment paid) is cancelled, so there may be something in that?  Maybe someone else knows for sure.  Also, someone on this thread several pages ago said that only the TUI finance team could process DD refunds, & those where the initial card paid with had been cancelled/changed, & some other difference (forgotten what), so I imagine that might delay those types of refund with only a smaller more specialised team able to process.

Life__Goes__On

SevenOfNine said:

It has been extremely noticeable that March date keeps popping up with the words "still waiting", making a mockery of TUI's "date order" claims.

I think they will try and get round it by saying 99% have been paid.
And we know 67.56% of all statistics are made up.

bobblebob

1.5hrs on hold and spoke to someone about my store booking. She said because TUI booked it for us through a 3rd party supplier, only the person that created the booking has access to our holiday details. So she passed them onto her and she will call me back with more details of whats happening

frugalfran

Update from my post on 25 May - all money refunded and in the bank account this morning!   Someone suggested that I had been lucky to have phoned when the rest of the world (??) was awaiting the 'Cummings' and goings on TV - no matter, they answered my call quickly (no 1 hr wait as was indicated) and two days later we have all the funds back - and the sun is shining!

bradders1983

frugalfran said:

Update from my post on 25 May - all money refunded and in the bank account this morning!   Someone suggested that I had been lucky to have phoned when the rest of the world (??) was awaiting the 'Cummings' and goings on TV - no matter, they answered my call quickly (no 1 hr wait as was indicated) and two days later we have all the funds back - and the sun is shining!

No you said you rang on Bank Holiday Monday, someone else tried around 4pm I think and they said the lines were closed 🤷‍♂️

frugalfran

Sorry Bradders, not sure what point you are making.  The email from TUI is dated 25 May at 4.15pm confirming all the repayments - deposit, second tranche and final payment which are in my bank account this morning.   So I'm just very grateful to the lady I spoke to who was working from home on a Bank Holiday - to be honest after so long one day is much the same as another to me - but I made a note in my diary because I was so relieved to have got through so easily - every other time I had phoned they cut me off saying phone later....

bradders1983

frugalfran said:

Sorry Bradders, not sure what point you are making.  The email from TUI is dated 25 May at 4.15pm confirming all the repayments - deposit, second tranche and final payment which are in my bank account this morning.   So I'm just very grateful to the lady I spoke to who was working from home on a Bank Holiday - to be honest after so long one day is much the same as another to me - but I made a note in my diary because I was so relieved to have got through so easily - every other time I had phoned they cut me off saying phone later....

I suggested soon after you posted to try ringing as people may think the lines were closed today, someone did try and they said the lines were closed 🤷‍♂️

All back on page 85.

skadupuk

Also, someone on this thread several pages ago said that only the TUI finance team could process DD refunds, & those where the initial card paid with had been cancelled/changed, & some other difference (forgotten what), so I imagine that might delay those types of refund with only a smaller more specialised team able to process.

That was me (Re. the DD's etc.)
Worth noting that TUI/First choice update their websites with more information around time frames of various methods of payment and refunds https://www.tui.co.uk/destinations/info/coronavirus-faqs under "I'm waiting for my refund, when will I receive it?"

rlpowell

rlpowell said:

My cruise was 13 March, cancelled departure morning when we were at Gatwick. TUI website currently says all pre. 16 April have been paid. Ha Ha. Got through today (again) and given the standard TUI promise "all will be paid by 27 May". Sadly the time when TUI's word was their bond are long gone, I've had three broken promises to date, am I just a cynic not to believe promise number four. I fear I will have to start the Credit Card recovery route, but it doesn't seem fair to give my bank extra work because my travel company have gone crook.

Update 28 May

Surprise, surprise 27 May has come and gone, no credit on my card. According to the web all customers have been sent an email apology, I haven't got that either. It appears that TUI are not "dealing in strict date order" as their answerphone messages say, but are in fact reduced to utter chaos. Is there anybody in that company capable of managing anything?