Tui Holidays

Nettnoonoo

We booked a holiday to St.Lucia ages ago and Tui emailed us to say it is cancelled due to The Coronavirus situation. They offer a change if holiday or refund! They said they would contact us before we are supposed to fly, which is today 8 April 2020! We have heard nothing since and it’s impossible to get through to them on their phone lines (you hold forever!) with no other form of communication! They owe us nearly £5,000 refund. We’d like a refund! We Unable to to rebook at this point in time for various reasons. We will rebook in future at a time to suit us when this situation is over. Why are Tui not contacting their customers as per their word? They are holding our money now which goes against their own contract, terms and conditions. They cancelled us!! We will be owed interest soon if we continue to hear nothing! If it were the other way round I’m sure they would contact us! We travel with Tui a lot. Why are they treating their customers like this?! It puts us off future  booking. Does anyone else have the same issue? Has anyone’s issue like this been resolved? 

bradders1983

You wont be owed interest at all, good luck getting it.

heatherw_01

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

savermseman

Nettnoonoo said:

We booked a holiday to St.Lucia ages ago and Tui emailed us to say it is cancelled due to The Coronavirus situation. They offer a change if holiday or refund! They said they would contact us before we are supposed to fly, which is today 8 April 2020! We have heard nothing since and it’s impossible to get through to them on their phone lines (you hold forever!) with no other form of communication! They owe us nearly £5,000 refund. We’d like a refund! We Unable to to rebook at this point in time for various reasons. We will rebook in future at a time to suit us when this situation is over. Why are Tui not contacting their customers as per their word? They are holding our money now which goes against their own contract, terms and conditions. They cancelled us!! We will be owed interest soon if we continue to hear nothing! If it were the other way round I’m sure they would contact us! We travel with Tui a lot. Why are they treating their customers like this?! It puts us off future  booking. Does anyone else have the same issue? Has anyone’s issue like this been resolved? 

You will only get a change of holiday dates, or voucher.. you will not get a refund. We have had a Tui cancellation too and this is the only options. We have told them we want our money back, and not vouchers, but it looks like it's falling on deaf ears..

SevenOfNine

Yes, some have received their refunds, well 1 has & a couple of others have been promised one, which gives others hope!  Look for a thread started by 'Milo', it took numerous telephone calls by Mrs Milo & a long time 'on hold' but in the end they rec'd it 19 days after the 'cancelled travel' notification was received.

Good luck with receiving the refund let alone interest, maybe just be thankful if you get your money back.  To be fair, no-one anticipated a pandemic, the travel industry has strategies in place but not for this, on this massive scale, so try to be patient & a bit more forgiving.  I think you're going to have to sit on the telephone line waiting to confirm you want a refund, but give the call centre staff a break!

NoodleDoodleMan

savermseman said:

Nettnoonoo said:

We booked a holiday to St.Lucia ages ago and Tui emailed us to say it is cancelled due to The Coronavirus situation. They offer a change if holiday or refund! They said they would contact us before we are supposed to fly, which is today 8 April 2020! We have heard nothing since and it’s impossible to get through to them on their phone lines (you hold forever!) with no other form of communication! They owe us nearly £5,000 refund. We’d like a refund! We Unable to to rebook at this point in time for various reasons. We will rebook in future at a time to suit us when this situation is over. Why are Tui not contacting their customers as per their word? They are holding our money now which goes against their own contract, terms and conditions. They cancelled us!! We will be owed interest soon if we continue to hear nothing! If it were the other way round I’m sure they would contact us! We travel with Tui a lot. Why are they treating their customers like this?! It puts us off future  booking. Does anyone else have the same issue? Has anyone’s issue like this been resolved? 

You will only get a change of holiday dates, or voucher.. you will not get a refund. We have had a Tui cancellation too and this is the only options. We have told them we want our money back, and not vouchers, but it looks like it's falling on deaf ears..

TUI may tell you that's the only option - but (being dipolmatic) they are being economical with the truth on this.

Unless The Package Travel and Linked Travel Arrangements Regulations 2018 have been amended very recently clients are entitled to a refund where a flight / holiday / cruise has had to be cancelled by the operator following Foreign Office No Travel advice.

The customer may opt to accept an exchange for future travel, or credit vouchers of course.

ratechaser

savermseman said:

Nettnoonoo said:

We booked a holiday to St.Lucia ages ago and Tui emailed us to say it is cancelled due to The Coronavirus situation. They offer a change if holiday or refund! They said they would contact us before we are supposed to fly, which is today 8 April 2020! We have heard nothing since and it’s impossible to get through to them on their phone lines (you hold forever!) with no other form of communication! They owe us nearly £5,000 refund. We’d like a refund! We Unable to to rebook at this point in time for various reasons. We will rebook in future at a time to suit us when this situation is over. Why are Tui not contacting their customers as per their word? They are holding our money now which goes against their own contract, terms and conditions. They cancelled us!! We will be owed interest soon if we continue to hear nothing! If it were the other way round I’m sure they would contact us! We travel with Tui a lot. Why are they treating their customers like this?! It puts us off future  booking. Does anyone else have the same issue? Has anyone’s issue like this been resolved? 

You will only get a change of holiday dates, or voucher.. you will not get a refund. We have had a Tui cancellation too and this is the only options. We have told them we want our money back, and not vouchers, but it looks like it's falling on deaf ears..

Nonsense. I called today for our holiday that was leaving on the 10th, asked for the money to be refunded, and the agent didn't even suggest rebooking or vouchers. All done in 5 minutes.

Ordinarily my advice if you were to get the run around like this would be to hang up and call again to talk to another agent. But the 2 hours I spent on hold means that you'll just have to be persistent...

SevenOfNine

Hope you're right ratechaser, could you 'report back' when you actually receive your refund please. Only heard from ONE person so far so would be great to hear from others. Was your trip 10th April or May?

This is what Which magazine are reporting:

"Tui refusing refunds for cancelled holidays
The UK’s largest travel agent and tour operator has cancelled all holidays up to and including 14 May, but it too is refusing to follow the package travel regulations. It is telling customers that it won’t refund them for cancelled holidays, and that they must rebook instead."

ChippyAft

ratechaser said:

I called today for our holiday that was leaving on the 10th, asked for the money to be refunded, and the agent didn't even suggest rebooking or vouchers. All done in 5 minutes.

In my case, it was also a quick call to get TUI to agree to a refund. Maybe a 10 minute call and I received a confirmation email within the hour.

That was on March 18th, when I was also promised that I would receive my refund within 5-7 working days. I’m still waiting three weeks later - and I’m not alone, sadly.

rothers

I got a refund confirmation email on 21st March, it said that the payment would be made within four weeks. 

beano2

should have been in Cyprus now but had nothing of tui  have another booking to on the 1st may still nothing have sent email been on hold on the phone  20  time for more then an hour ever time  never get through  shocking customer service