TUI - Booked in Store, Balance now due, unable to pay on-line 29 March 2020 at 4:29PM edited 29 March 2020 at 4:48PM in Overseas holidays & travel planning 26 replies 8.6K views

SandsM

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 

Westin

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.

SandsM

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.

bradders1983

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.

bradders1983

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

fifi67

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

wayne1234

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 ,!!

Browntoa

Because otherwise TUI will classify you as cancelling and take the cancellation fees out of the deposit

leylandsunaddict

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. 

NedVlanders

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

Pollycat

NedVlanders said:

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.