TUI/Funways refusing refund after they cancelled our holiday

cartoonscott

Martin please help, we were meant to be going on holiday a week today (25th March) and we booked in our local TUI branch and with Funway for a holiday to Disney World Florida and New York. Obviously we’re not going now but we are being refused a refund as they say we can rebook before end of year ! Insurance won’t pay out as they say holiday company should issue full refund as they can’t fullfil theit package ! Any advice would help what to do next x

Westin

This seems to be the latest challenge facing quite a few people.   Lots of pushing the issue around in a circle.  I am also hopeful that MSE or travel trade bodies can clarify this position.
https://forums.moneysavingexpert.com/discussion/6116632/why-are-travel-businesses-offering-credit-vouchers-instead-of-cash-refunds#latest

NoodleDoodleMan

Correct me if wrong - TUI are the travel agency, Funway the travel operator. ?

The latter appears to be a branch of VAX Vacations, part of the Apple Leisure Group.

There is a Facebook page if that helps ? https://www.facebook.com/vaxvacationaccess

TUI are not the villans in this case IMO.

bobblebob

Im in the same boat, TUI holiday with Funway the operator. 
I assume seeing as i booked with TUI then i should be dealing with them and not Funway, as my contract is with TUI?

bobblebob

Booked a package holiday instore with TUI for June, who used Funway as the operators. Been trying to find out what the refund policy is for Funway and came across this on their Facebook page which is for travel agents

Statement regarding Corona Virus (17 March 2020)

.Furthermore, we have issued an updated policy regarding cancellations:

- Funway will issue a cancellation invoice for customers to present to their travel insurance provider to process a refund via a claim.

- Should the travel insurer decline the claim, customers can of course return to us with proof of the insurers decline and claim will be investigated.

Surely its up to the operator to refund you, and not the travel insurance company? This was it seems Funway are keeping the customers money, and relying on travel insurance to pay out. Noticed a few travel agents comment on the post asking what happens if the customer doesnt have travel insurance inplace

Westin

TUI retail shops are currently closed so contact via that route will be difficult. Funway is a trade focus operation, as such very little consumer information on their website - https://www.vaxvacationaccess.co.uk/blobpage.aspx?id=16&VendorCode=FWT
You could certainly try calling Funway if you wish to put to them your concerns and general questions but I suspect they will also be running a restricted operation.

I have no idea if they are offering any travel waivers but would suspect if they are it will be in line with the airline you are flying with.   If you are travelling before end of May they may be more amiable to giving concessions and making changes.  For a holiday in say September, perhaps not so much movement at this time. 

Westin

I responded on your other thread on the same subject.  When are you actually going on holiday?

bobblebob

Yea just seen that. Thought i would start a seperate thread to keep things simple. I go away in June. I know its not technically cancelled yet, but seems its only a matter of time. Just seems odd a travel company telling you to claim on insurance when its them that cancelled it

Westin

I think you will find that they have not yet cancelled June holidays so if you cancel it would be your loss at this time.  You need to wait for the Operator to cancel the holiday (and they will be doing these in timed tranches) in order to seek a refund or to make an insurance claim.   It looks like you have a package for your flights+car so that refund would be from Funway IF/WHEN they cancel. They may however offer a rebooking/credit.   If you booked anything outside of that package arrangement (such as a private villa) you would need to find out what arrangements that supplier is offering. If they refuse a refund (as it seems some private villa owners have) then that is where your travel insurance might come into play.

bobblebob

Yea im not going to cancel anything myself, just seems abit complicated due to booking in a TUI store but them using Funway as the operator. TUI would usually be our point of contact for any queries as we paid them and signed an agreement with them. Ideally the stores will reopen before we go away to discuss it all.

From my understanding tho nothing has changed in law regarding cancelled bookings, so unless it does you are still entitled to a full refund and dont have to accept a voucher?

Westin

At the moment, under the Package Travel Regulations, you are entitled to a refund.   There is a BUT, and a big one.  Many/most Operators are instead offering credit notes instead of cash refunds.  They simply can not afford to repay all customers in cash at this time. These credit notes can be used to rebook at a later date, or to cash in at a predetermined date (suggestion is 31 July 2020).   ABTA have been campaigning to ensure these credit notes offer consumer protection under either their scheme or the CAA/ATOL scheme.   There are several threads on here about that matter and many views. No point in debating further on your thread but you can read those other threads if you wish.

I think in your situation it is just a case of waiting to see what happens with your booking and discussing with TUI Retail as and when they return to work.   No immediate rush to do anything at this time.