TUI refunds thread

bobblebob

Laurence_Harvey said:

SevenOfNine said:

Laurence_Harvey said:

bobblebob said:

So the person i booked with instore contacted me to say they can refund the payments back onto the cards used to pay off the holiday (both me and my friend split the cost 50/50). Im guessing that means they wont need to contact me for any information, as their systems will have my details. Whats the current timeframe for refunds using this method?

Good question.

As it stands all I have from TUI are my cancellation details,...no indication of how/when/if I’ll actually get a refund.

TUI say that they can be contacted by the email address provided and/or help-desk telephone. However, they failed to provide said email address and their refund help-desks telephone numbers are closed indefinitely,...and have been for some considerable time. I have no way to contact them.

I’m fed up with TUI’s deliberately vague, obtuse and evasive tactics so I’ve just put a claim in to my Credit Card company.

If TUI do go insolvent, which is not beyond the realms of possibility,  at least I’ve got my credit-card ‘section 75’ claim in early.

I had an email from them on 11th  confirming my cancellation. The email address was email@customerservices.tui.co.uk. They are fairly responsive on twitter, repeating many times that refunds will take up to 28 days.

Thanks for the reply ;...my booking was made in-store and the refund procedure etc appears to be handled differently from on-line booking refunds.

It’s over 28 days since my original refund ticket number was submitted but still no refund.

Incidentally, anything sent to that email address email@customerservices.tui.co.uk bounces back as ‘undeliverable’.

I might give Twitter a go.

I got emailed by the person who did our instore booking, so now i have her direct email to contact. Hopefully someone will email about your booking soon

Laurence_Harvey

Pollycat said:

Laurence_Harvey said:

No email, and 1 phone number!... ringing that number and selecting ‘refunds advice’ just elicits a recorded message that says their ‘help-desks’ are closed,...apparently indefinitely. They offer no additional contact information.

It doesn’t inspire much customer confidence in a company that is actively selling holidays again.

I can’t shake off the feeling that  things are going seriously pear-shaped at TUI,...even more than they already were;___a 2Billion Euro bail-out loan, 8000 job losses___doesn’t bode well.

Been on several TUI holidays and they were all excellent___I really hope TUI can survive___there’s not many big tour operators left, is there?

Don't shoot the messenger.

Thank you.

I was just pointing out that email contact is not an option - as you have found out.

It may help other posters from wasting their time emailing TUI.

I wasn't my intention to shoot the messenger,...sorry if it came across that way. 

Pollycat

Laurence_Harvey said:

I wasn't my intention to shoot the messenger,...sorry if it came across that way. 

No problem.

I know how frustrating it can be trying to get hold of TUI.

I needed to do that 6 weeks ago when they'd cancelled my 12/6 holiday and I wanted to rebook using my 20% booking incentive but they were saying I had to wait 4 weeks to get it and although their website said I could rebook without it, I couldn't.

It is a very small apartment block - only 14 rooms and only 2 or 3 of the larger type we wanted - and very popular with repeat customers.

I waited 90+ minutes to speak to a human.

I think it might have been easier for me because I booked online.

Anyway, I got my code and rebooked and 3 days later the accommodation was sold out for our dates.

I'm surprised that people are still having problems getting through, I'd have thought that it would be easier now they've done an online refund form, extended the call centre hours by 90 minutes (for online/app bookings) and some holidays are going ahead. And I'd expect more people would be manning the call centres.

I agree that TUI have not come out of this with a good reputation.

Chippyswife

I think they sent a job lot of emails cancelling holidays for September on the 11th as we were suppose to be going to Zante then. We have been trying to get through for days.

KevBarry

We were a couple who patiently waited the 28 days for receipt of our credit voucher, never bothered the team who were obviously incredibly busy, …. and you can guess the rest, they are now over a week overdue and all attempts to contact (at whatever time) are met with silence, or a "please hold you call is important.....!

TUI are really shooting themselves in the foot over this, absolute disgrace, fortunately we are not in a position where we desperately need the money back but that is not the point, next steps will be to bypass and get the money back from the credit card.
TUI - The Useless Institution !!!!

Daisy_Duck

Hi, all
My holiday cost was £1800 and I paid via 2 methods- 1/3 via credit card (£600) and 2/3 via DD (£1200).
I had an email yesterday (14 days after pressing the cancel button) and it said I had paid £1200 and my refund was £1200.
The email says the £1200 is being refunded to my credit card, not current account.
No mention of the other £600...
Tried to call and have also tried to contact via Facebook and Twitter. I know you can guess the rest..!
I was so optimistic it would all go through haha!
Will keep you posted
Hopefully we will all get there in the end!

shandypants5

Received an email yesterday about a fortnight after they cancelled and instructed me to cancel if I didn’t want a voucher but a full refund.

this is what it says.

Holiday Cost

£3,862.95

Total paid to date

0.00

Cancellation Fee

£2,704.05

Coronavirus Cancellation Fee Override

-£2,704.05

Balance Unpaid

0.00

No mention of a refund!   And the phone number is constantly wait in a que.  I gave up after an hour.  

I had paid in full by debit card well before any of this started.

Daisy_Duck

shandypants5 said:

Received an email yesterday about a fortnight after they cancelled and instructed me to cancel if I didn’t want a voucher but a full refund.

this is what it says.

Holiday Cost

£3,862.95

Total paid to date

0.00

Cancellation Fee

£2,704.05

Coronavirus Cancellation Fee Override

-£2,704.05

Balance Unpaid

0.00

No mention of a refund!   And the phone number is constantly wait in a que.  I gave up after an hour.  

I had paid in full by debit card well before any of this started.

Good morning!
Following on from the email I received that I mention in the post above yours, I had another email yesterday that looks exactly the same as yours (but with the cost of my holiday at the top).
Checking last night I saw that money had been refunded to my credit card, the correct amount that I had paid via this method and not the amount stated in my first email from them. 
I am still awaiting on the rest of the money (two thirds of the holiday) that I paid via DD.
Given that my first email was incorrect, I am now hopeful that the second one that looks like yours is also incorrect and has been fired out as someone has processed the refund to go to my current account. Feel even more hopeful now I can see you have had the same!
Will keep an eye out over the next few days and hopefully it will magically appear- let us know if yours arrives!

[Deleted User]

I had the same email, indicating only a partial refund.

However they confirmed on the phone that the full amount would be refunded and it has been. Amex refund appeared on Monday and Halifax card refund today.

Hopefully everyone can now rest easy.

Daisy_Duck

Deleted_User said:

I had the same email, indicating only a partial refund.

However they confirmed on the phone that the full amount would be refunded and it has been. Amex refund appeared on Monday and Halifax card refund today.

Hopefully everyone can now rest easy.

Excellent news! Thank you for letting us know