TUI refunds thread

RalphWiggam

Just rung the refund number again and it says it is now closed!  Its just after 3pm!  arrgh

Pollycat

khigginson1991 said:

Can someone point me in the right direction... TUI refund credit, how/where will I find details on how to swap my cancellation voucher code for a cash refund? I am going round in circles on the website. Thanks 

If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.
Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.  

https://www.tui.co.uk/destinations/info/coronavirus

ladyh0

so, I was on hold today for 3 hours to change booking to next year.  Finally got through and went through the details of changes dates etc.  Confirmed everything and...….the call ended:s  Not sure what to do.  don't fancy another 3 hours on hold

lanclass_2

Got my refund today was due to travel 30 March.

dingling68

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 

So today should be the day I get my refund but instead, after waiting two hours to get through on the phone, listening to how Tui are refunding in date order, I was informed that a direct debit review form was being processed and it could take another couple of months! I am so frustrated I could cry. She said she would escalate it up to her manager and I politely informed her that if I didn't have my money within 14 days I will start legal proceedings ... I don't think it will make any difference though 

Cacran

khigginson1991 said:

Can someone point me in the right direction... TUI refund credit, how/where will I find details on how to swap my cancellation voucher code for a cash refund? I am going round in circles on the website. Thank

I too keep going round in circles. I click the link the gave, that link takes me back to the first one.

Cacran

My holiday going on 1st July 2020 has not been cancelled (yet?)
I am hoping to hear some time this week that it will be. I am scared to travel with no insurance for Covid 19. 
It looks as though I can postpone the trip to next year if I wish, as we booked in January.
Can't work out how to do this taking me round in circles. Tried to phone a number of times.
If the holiday is cancelled, how soon will I get to know.?I am getting really worried now.

Pollycat

RalphWiggam said:

Just rung the refund number again and it says it is now closed!  Its just after 3pm!  arrgh

I may be wrong but perhaps they close the lines early so they can deal with the people who are already waiting for an agent to answer.

If it helps, I rang yesterday morning, a short while after 9am, was on hold for just over 90 minutes waiting for a human to answer.

Cacran said:

khigginson1991 said:

Can someone point me in the right direction... TUI refund credit, how/where will I find details on how to swap my cancellation voucher code for a cash refund? I am going round in circles on the website. Thank

I too keep going round in circles. I click the link the gave, that link takes me back to the first one.

Did my link not help?

Pollycat said:

khigginson1991 said:

Can someone point me in the right direction... TUI refund credit, how/where will I find details on how to swap my cancellation voucher code for a cash refund? I am going round in circles on the website. Thanks 

If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.
Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.  

https://www.tui.co.uk/destinations/info/coronavirus

I'm not sure if the form works for all types of bookings.

Pollycat

Cacran said:

My holiday going on 1st July 2020 has not been cancelled (yet?)
I am hoping to hear some time this week that it will be. I am scared to travel with no insurance for Covid 19. 
It looks as though I can postpone the trip to next year if I wish, as we booked in January.
Can't work out how to do this taking me round in circles. Tried to phone a number of times.
If the holiday is cancelled, how soon will I get to know.?I am getting really worried now.

This is taken from a link on the home page of TUI website, it might apply to you - depending when and how you booked:

BOOKED TO TRAVEL BEFORE 31 AUGUST 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, we’re offering our travel promise to you.

If you have an existing booking for a TUI or First Choice package holiday or a Marella Cruises sailing, booked before 17 March 2020 and travelling on or before 31 August 2020, you can amend for free to any holiday that’s currently on sale. Your new holiday must be due to depart at a later date than your original booking.

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 until 30 June 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 your original booking included flights with a third-party airline, please read the section below titled ‘Package holidays including third-party airline flights’. 

If you booked in a TUI Store, or you added insurance, parking, or an airport hotel to your booking, please call 0203 451 2688 between 9am and 5.30pm from Monday to Friday to speak to a Travel Advisor. Please do bear in mind that our call lines are experiencing exceptionally high volumes of calls so It may take longer than usual to get through to us. 


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

https://www.tui.co.uk/destinations/info/flexible-payment-options?vlid=tuihero224

SevenOfNine

dingling68 said:

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 

So today should be the day I get my refund but instead, after waiting two hours to get through on the phone, listening to how Tui are refunding in date order, I was informed that a direct debit review form was being processed and it could take another couple of months! I am so frustrated I could cry. She said she would escalate it up to her manager and I politely informed her that if I didn't have my money within 14 days I will start legal proceedings ... I don't think it will make any difference though 

Twitter users have claimed some success with the 'Letter Before Action', though empty threats are somewhat pointless TUI don't  know if you might actually escalate it given that Small Claims can be done on-line now.   WHICH have all the info on their website, including a sample letter that can be adapted.  I was given this one as an example of one that was used, looks simpler than WHICH.  Not sure how well it's going to 'paste' in here though (originally an adapted Virgin Holidays one)!

INSERT ADDRESS

RECORDED DELIVERY

Name CEO

TUI UK

Address

INSERT DATE

 Dear Name of CEO

 LETTER BEFORE ACTION

Booking Reference INSERT BOOKING REF (Lead Name: INSERT NAME)

 

Further to your email dated INSERT DATE, cancelling my holiday to INSERT DESTINATION, departing INSERT DEPARTURE DATE; I confirm that I have submitted my refund request.

 

However, I am aware that TUI UK are ignoring customers, making it difficult for them to contact you and withholding refunds for periods exceeding the legal timeframe. In compliance with Pre-Action Protocol, this letter is a formal demand for repayment of the monies paid to Virgin Holidays and confirms the action that will be taken, if my request is not complied with.

 

Legal Position

 

The Package Travel and Linked Travel Arrangements Regulations 2018 (Section 14 – Refunds in the event of termination) states under 3(ii) a termination under regulation 13(3), must be made to the traveller without undue delay and in any event not later than 14 days after the package travel contract is terminated.  

 

Therefore, you are required by law to refund any monies I have paid within 14 days.

 

The Next Step

Unless a full refund of £INSERT MONIES PAID (the sum paid to TUI UK) is credited back to my original form of payment(s) within 14 days of the date of this letter, I will consider the matter unresolved and proceed to issue a claim via the small claims court.

 

Yours sincerely

 

INSERT NAME

Lead Passenger