TUI - Booked in Store, Balance now due, unable to pay on-line

edited 29 March 2020 at 4:48PM in Overseas holidays & travel planning
26 replies 8.6K views
SandsMSandsM Forumite
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I have just been on hold to the TUI No, 020 3451 2688, got through after 2hrs 46mins. We booked in-store and our balance is now due (Due to fly out to Majorca in June).  I had tried all ways on-line to try and pay the balance with the hope that we would then be covered to either amend or cancel our holiday depending on what happens with the current COVID situation without losing our deposit.  I was told that they (advisors on the above No.)  cannot make the payment over the phone or make any alteration to my holiday, they are on a different system and I need to wait until someone from my local TUI shop contacts us to either take the payment over the phone or advise what options are open to us at the time.  I was concerned that we wouldn't be contacted in time in which case it would look like we had defaulted on our balance payment and therefore lose our deposit, she assured me that that wouldn't be the case and I would just need to hang on to be contacted by the branch who would sort it out for me.

I hope this helps anyone else in similar situation and saves you a long wait on the telephone 
«13

Replies

  • WestinWestin Forumite
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    Worth reporting - thank you.

    I think one of our other MSE regulars found a statement about this on the TUI website and posted this in another thread earlier today.
  • SandsMSandsM Forumite
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    Hi, yes it states about people who are due to fly in the near future but it doesn't say anything about how you go about paying your remaining balance when you cant pay in store or online.   Its a long wait on the phone to find out they cant actually help you and you need to wait for the branch to contact you even if after your balance date.  Their website could do with stating that about people who have booked in store, might help reduce their call times as well.
  • edited 29 March 2020 at 5:13PM
    bradders1983bradders1983 Forumite
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    edited 29 March 2020 at 5:13PM
    Westin said:
    Worth reporting - thank you.

    I think one of our other MSE regulars found a statement about this on the TUI website and posted this in another thread earlier today.
    Yes that was me.

    And it would obviously apply to everyone.  If nobody can make payments they arent going to be cancelling holidays left right and centre OP. Have some patience. As it happens I will be in  the same situation in a few weeks.
  • Worth reposting it in here...

    https://www.tui.co.uk/destinations/info/store-booking-faqs


    "

    I PAY MY INSTALMENTS IN PERSON IN STORE, OVER THE PHONE OR IN CASH, DO I NEED TO CALL IN?

    You won’t be able to pay your instalments, but please don’t worry. Once we’re able to open our TUI Stores again, you can pop in to pay. Your holiday won’t be cancelled in the meantime, even if your payments are overdue
  • fifi67fifi67 Forumite
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    I was told  a few days ago by an Indian call centre that they were unable to take payment over the phone and to wait until the stores reopened, I wasn't convinced this was true and called them again today, and spoke to somene in the UK who said that information was incorrect and that those calls centres were not giving out correct advice, I have been able to pay the rest of my deposit over the phone today and got sent an email confirmation as well
  • wayne1234wayne1234 Forumite
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    Hi there we’re in exactly the same situation and have just read on tui site that if your holiday is cancelled now you will get a voucher but if you want your money back you will not be able to get it back until 12 months after your departure date so in our case they have £1000 and we need to pay balance £2400 so why should we pay them even more money that we potential will not get back for more than a year ,!!
  • BrowntoaBrowntoa Forumite, Ambassador
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    Because otherwise TUI will classify you as cancelling and take the cancellation fees out of the deposit
    I'm a Forum Ambassador and I support the Forum Team on the Shopping and Freebies, Phones and TV and Over 50s boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing . All views are my own and not the official line of MoneySavingExpert.
  • fifi67 said:
    I was told  a few days ago by an Indian call centre that they were unable to take payment over the phone and to wait until the stores reopened, I wasn't convinced this was true and called them again today, and spoke to somene in the UK who said that information was incorrect and that those calls centres were not giving out correct advice, I have been able to pay the rest of my deposit over the phone today and got sent an email confirmation as well
    Indian call centres have been closed since late March so whoever you spoke to must have been working from home.  TUI website says to wait until the stores are open again. 
  • NedVlandersNedVlanders Forumite
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    First Post
    Newbie
    SandsM said:
    I have just been on hold to the TUI No, 020 3451 2688, got through after 2hrs 46mins. We booked in-store and our balance is now due (Due to fly out to Majorca in June).  I had tried all ways on-line to try and pay the balance with the hope that we would then be covered to either amend or cancel our holiday depending on what happens with the current COVID situation without losing our deposit.  I was told that they (advisors on the above No.)  cannot make the payment over the phone or make any alteration to my holiday, they are on a different system and I need to wait until someone from my local TUI shop contacts us to either take the payment over the phone or advise what options are open to us at the time.  I was concerned that we wouldn't be contacted in time in which case it would look like we had defaulted on our balance payment and therefore lose our deposit, she assured me that that wouldn't be the case and I would just need to hang on to be contacted by the branch who would sort it out for me.

    I hope this helps anyone else in similar situation and saves you a long wait on the telephone 
    Hi
    Any update on this. We are in the same situation trying to pay our holiday but we booked in store.

    Thank you
  • PollycatPollycat Forumite
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    Hi
    Any update on this. We are in the same situation trying to pay our holiday but we booked in store.

    Thank you
    Have you followed the link in the 4th post on this thread?
    It gives you 2 numbers to call.

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