TUI refunds thread

Laurence_Harvey

First off,___ this post is about my TUI in-store booking. The ‘in-store booking’ refund process and  the ‘online booking’ refund process are very different.

Finally!!! (using 020 3451 2688 )  managed to get past the  ‘engaged’ tone and the  message  ‘too busy etc, please call back later’ and made it through to the ‘options’,...

Option 1. TUI holidays booked in-store.(not online)

Option 3. To speak to the ‘Special assistance team’.

However the ‘Special assistance team’ appears to be nothing more than an automated message that’s repeated continually. The  repeated message says we should(???) receive a ‘refund’ voucher within 4 weeks of our holiday date.

Our holiday booking was 5th June – 20th June 2020 so I assume(perhaps wrongly) they mean we should receive some sort communication about a voucher/refund/credit by 3rd July.

I kept the line open to the “Special assistance team” for about 20mis and only got the repeated message about the refund,...there doesn’t appear to be any queuing facility to speak to a real person;...or is there?

It’s a bit disappointing, considering I’ve followed the instructions on TUI’s website to contact them by phone!;...one would almost think it’s just another delaying tactic.

Has anyone who booked in-store had better luck than me in the ‘TUI refund lottery’?  

 

 

carphunter

I waited patiently for my voucher (originally booked online) as I'm quite happy to go back to the same place. Been there many times previously.

Decided to book online using voucher only to be told it was invalid... checked, checked and checked again definitely entered correctly.

Tried again, same thing, and again and again. Phone goes straight to 'sorry we can't take your call right now'. Not best pleased.

I'm far from alone as a quick google search informed me. If I can't book without wasting too much of my time at least I paid using a credit card and will go that route.

pattycake

I received my refund credit note and submitted the online claim form 11 days ago.  I have received a email today saying they have refunded my credit card.  My original travel date was 18 April.  Hope that this gives some time scale for others awaiting refunds.

dingling68

SevenOfNine said:

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

Thank you so much for this. I have sent emails but know this is a required step. I really appreciate your help. Thanks again.

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 

Here's the link to the WHICH one as well https://www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim

I don't know what went wrong with TUI "March" refunds, it pops up with the worst wait times pretty often!  I do 'get' why a DD refund would take longer, once final instalment was paid the mandate is cancelled, but not 2 months!  Behind the scenes bank staff are probably thin on the ground for processing mandates, adding time to the problem most likely, but the bit p!$$ing me off is TUI "wait for the RCN, might take 4 weeks", why, it's unsolicited & completely superfluous for those who want a refund. Delaying tactic??

Pollycat

SevenOfNine said:

I don't know what went wrong with TUI "March" refunds, it pops up with the worst wait times pretty often!  I do 'get' why a DD refund would take longer, once final instalment was paid the mandate is cancelled, but not 2 months!  Behind the scenes bank staff are probably thin on the ground for processing mandates, adding time to the problem most likely, but the bit p!$$ing me off is TUI "wait for the RCN, might take 4 weeks", why, it's unsolicited & completely superfluous for those who want a refund. Delaying tactic??

I think it's definitely a delaying tactic by TUI.

They get to keep your money for a further (at least) 4 weeks before you can even apply for a refund.

My holiday for 12th June was cancelled on 29th May at 10:11.

I simply wanted to take their 20% booking incentive, add it to what I'd paid for the cancelled holiday and rebook almost the same holiday for 2021.

Despite TUI's assurances that I should be able to do it online through 'manage my booking' without my refund credit code, it was simply impossible to do.

We spent hours over the weekend trying different methods. The system either asked for the refund credit code (which we didn't have and might not have received until 10th July) or asked us to make payment, seeing it as a new booking and not recognising that TUI had enough of our money already to cover the new holiday cost.

I phoned TUI on Monday 1st June and was told that the reason I couldn't change my booking online was because TUI had already sent out my refund credit code.

Apparently, it was sent out on 30th May at 02:00 (but we hadn't received the email).

We COULD apparently have amended without the code in the 15 hour 49 minutes window between receiving the cancellation email and TUI (allegedly) sending out the refund credit code.

Does anybody else think it highly unlikely that TUI would have been that quick to send out codes to allow people to apply for online refunds?

Me too.

So I said that the accommodation we wanted to book was small - only 14 rooms and 2 (at best 3) rooms of the sort we wanted and if it wasn't available by the time the refund credit code arrived, I'd be asking for a full refund.

The email with the code turned up at 18:00 that same day.

I've read on other forums that people waited up to 6 weeks after their departure date for their code.

I received mine 11 days BEFORE my departure date.

I do appreciate that as time goes on, TUI will be getting more agents back to answer the phone and the online refund request form will also reduce call volumes.

But I'm sure I got my code because of the call I made.

Pollycat

carphunter said:

I waited patiently for my voucher (originally booked online) as I'm quite happy to go back to the same place. Been there many times previously.

Decided to book online using voucher only to be told it was invalid... checked, checked and checked again definitely entered correctly.

Tried again, same thing, and again and again. Phone goes straight to 'sorry we can't take your call right now'. Not best pleased.

I'm far from alone as a quick google search informed me. If I can't book without wasting too much of my time at least I paid using a credit card and will go that route.

You could use the online refund request form as you've already got your code. I'm not sure how long refunds take to come through using that route compared to contacting your credit card company.

Just read on another forum that somebody had exactly the same problem - code invalid for rebooking, but was accepted on the refund form.

I guess a bit annoying if you did want to rebook as you'll lose your 20% booking incentive.

Really annoying that TUI systems don't seem to be making things as simple as their website says it will be.

skadupuk

Update on my refund:
Refund requested 4th May (for cancelled holiday that was for late May), multiple payment methods used.
Refund one received 2 days later (Credit card payment on "live" card)
June 1st - Confirmation of 2nd payment refund (Credit card payment on expired card), landed in my account today (3rd)
Today, June 3rd - Confirmation of third payment refund (Direct Debits), not in bank yet but hoping this is a couple of days and the whole sorry saga is finished.

Simon7685

I booked my flights to Orlando Florida on Jan 20th at a cost of £1588.  After hearing nothing form Tui I rang them on 16 April to find out what was going on, as despite all flights to US being suspended my flights were still showing as "live"!  I spent over an hour on hold to then be advised my flights were cancelled and did I want a refund credit with a £50 incentive per passenger.  I said no, I needed a refund as I have no money coming in and bills to pay.  I was told that was fine and I got an email cancellation letter confirming a full refund to my card and that refund would be within the next 4 weeks.  
4 weeks later I had received nothing so again spent half a day trying to contact TUI.  I eventually got through and said I needed my refund as I had bills to pay and a family to feed and was rapidly running out of money due to the pandemic and lockdown.  I was given a number 0800 009 3836 and told this was for the refund team and if I explained they would be able to refund me within a couple of days.  Progress, or so I thought.
Fast forward to 21 April, still no refund and impossible to get through to this alleged refund team.  No matter when I ring I get 2 responses, 1st one is, "this line is now closed" and cut off.  2nd one is "Unfortunately we are receiving a lot of calls we cant take your call right now" and cut off.  So I rang TUI on the customer service number.  I explained what was happening and was told I had the correct number and needed to be patient and keep trying to get through.  Brilliant customer service!  Since then and now almost another 2 weeks later I have made over 350 attempts to get through on this number and nothing!  I have had to borrow money, which in turn costs me money because TUI have not refunded me.  The biggest laugh is the email from TUI saying sorry and they are trying to do better!  Though clearly not in the refunds department!
So here I am now 6 weeks and 6 days from their official cancellation date of 16 April and still no sign of a refund and a phone number that I just cannot get through on!  It is an absolute joke,  I am considering sending a letter before action and going through the County Court to try and recover my money.  Has anyone on here done this and had any success?  Or does anybody have any experience or advice so I can get my money back, money that I now desperately need.  I am at a complete loss of the best way forward, my worry about going through the court is it will cost me initially to do it.  I am aware I can claim that back from TUI but will they actually pay it?  If I do go down that route, what happens if while waiting for a hearing date a miracle occurs and they refund me, do I then lose the money I paid to the court service?  Finally if I go through the court and win the case, they are liable to ignore it anyway and I will still have to fight to get my money back through the sheriffs, how long is all this going to take?
I cannot believe that a company the size of TUI are allowed to treat people like this and just seem to get away with it.  Any help greatly appreciated.
Thanks
****UPDATE****
I sat today and posted this, unbelievably whilst doing so TUI emailed me a receipt saying that they have approved my refund and it is going onto my card today!!!  So now I will just need to get the card to transfer it to my current account.  Hallelujah!!!!!  

dingling68

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 

Update ... I HAVE MY REFUND
It arrived yesterday morning ... shame it took the threat of legal proceedings to get anywhere! Good luck to you all!