Any advice on managing / cancelling booking when TUI used 3rd party flights?

LouUK_2

We have paid full deposit for a holiday departing at the end of June and are due to pay the balance by 7th April. Unfortunately we are in the extremely vulnerable group and shielding for at least the next 12 weeks.

We booked our holiday online and so logged in to “manage your booking” but as the TUI package holiday is using BA flights, we cannot amend or cancel online. 

We have tried for hours to get through on the phone and understand it’s a very busy time. Can anyone please advise.

We would like to cancel due to the fact our “extremely vulnerable shielding group” will likely be the last group who can return to any normalities. We are prepared to lose our £450 deposit which is the cancellation charge up to 70 days before. Therefore...

1) How do we stand legally if we cannot get through to cancel (or amend) before our final balance is due on 7th April? (80+ days currently)

2) Could TUI try and claim extra cancellation charge if we cannot get through before 70 days? 

3) If we haven’t paid the balance by the due date, does it count against our credit? 

Thanks so much, it’s really worrying us. 

Lou