Tui tel no’s ‘say call back later’

liquoriceleglucy

We had return flights 20/4/20 and airport parking booked  with Tui we did contact them ( with difficulty) prior to departure we were told our credit card would be credited 14/21 days . No payment received, no communication and their tel numbers continuously say ‘call back later’. Tried in their working hours same response.   Not acceptable to avoid customers or repay our acct £1321
what should we do? 

bradders1983

Keep trying. Took me 130 attempts to bypass the busy messages and get in the queue. Use two mobiles at the same time if you can, like I did.

Opening hours and numbers on the TUI website.

Streaky_Bacon

Contact your card provider and ask them to initiate a chargeback. Tell them that TUI agreed to one, but have not processed it and are uncontactable. If you have anything in writing provide that too.

Even if you do get through to them, they are only going to confirm that they agreed to a payment and that you will receive it within x days. If you do call back and get through, make sure you record the call if you can.

les1466

bradders1983 said:

Keep trying. Took me 130 attempts to bypass the busy messages and get in the queue. Use two mobiles at the same time if you can, like I did.

Opening hours and numbers on the TUI website.

130 attempts????

In 2 days I have rang TUI 1520+ times!!! That is not an exaggeration neither!!! I really am at the end of my tether with this. The first day I rang, it answered the call and told me to call back later. So it actually charged me to tell me this. I did get through twice, I pressed the option 2, then 2, then 1. 

"We are currently very busy you may well be waiting for over an hour".

The first time I waited 28 minutes, someone then answered.... "Hello, hello, hello. I thought I had got through. Then they put the phone down and I had to start again. As you can imagine after several hundred times I was furious. So I tried again. A couple of hours later I got through again, did the waiting process.... 45 minutes of waiting and was cut off again.... ARRRRGGGHHHH !!!! 

Its a good job I didn't get my hands on someone!! 732 times that day.... Seriously!!!

Next day, Im ready and waiting at 8.55.... To cut a long story short, I got through 4 times, each time cut each time again. On the 752nd time that day, it got to 17.59pm. I got through, I waited and waited. It come to 7pm, when the lines close and I thought they have to answer. NO!! My call is still going on as I thought they will answer the last callers who have been waiting....19.28. I heard "Sorry , we are now close, please try again later!!"

I honestly do not know what to do anymore. I tried contacting the TUI press office as there was an email on there to see if they would pass my details on. Ridiculous yes, that is how desperate you become after trying the amount of times I have tried. I am sorry but I am going to the press with this as I have never had to deal with anything this bad, in consumer terms, before. I know the country is in a crisis and we've never had anything like this before but, this is just plain ridiculous. I will NEVER book a holiday with this company ever again!!! I just want my £2500 back that I paid for my holiday. I DONT want your stupid offers!!! Who in the right mind would want to travel any time soon with the crisis going on in the world?? 

Pictured is my 1.29 minute call with TUI. I have all m call records and amount of times that I have called your stupid lines. These WILL be displayed in the national newspapers as I really don't know how else to recoup my money. 

bagand96

Seen it reported elsewhere that the TUI UK call centre usually handles about 20,000 calls a day.  At the moment it is handling 300,000. All at a time where they've had to quickly implement working from home and set up IT for that etc.

They're not deliberately avoiding people.  Its sheer volume of calls and enquirers they're having to deal with.

les1466

bagand96 said:

Seen it reported elsewhere that the TUI UK call centre usually handles about 20,000 calls a day.  At the moment it is handling 300,000. All at a time where they've had to quickly implement working from home and set up IT for that etc.

They're not deliberately avoiding people.  Its sheer volume of calls and enquirers they're having to deal with.

Im sorry but I totally disagree with you. The times I did get through I was deliberately switched off. When your waiting and waiting and being told you are in a queue, then you just get switched off.... That is deliberate. 

bagand96

Yeah of course they are employing people to sit there all day answering a phone and hanging up.

les1466

bagand96 said:

Yeah of course they are employing people to sit there all day answering a phone and hanging up.

Have you tried????? Probably no. Please try and get through.  after 100's of calls AND the phone put down you will realise that you haven't a clue what you are talking about.... In the real world we like to believe what you are saying is true, however, in this case it simply is not!!!  Try and see.... TUI do NOT want to pay people back because it will no doubt be the end of the company if they do. They offer silly incentives instead of offering 2 buttons... One for to accept the offer and one for the refund.... That would of made everyone's life a lot easier. Yet they have made it EXTREMELY  difficult to get back what is rightfully ours.

Anyway, please try and see. 

bradders1983

I have tried. They never hung up on me.

bagand96

les1466 said:

bagand96 said:

Yeah of course they are employing people to sit there all day answering a phone and hanging up.

Have you tried????? Probably no. Please try and get through.  after 100's of calls AND the phone put down you will realise that you haven't a clue what you are talking about.... In the real world we like to believe what you are saying is true, however, in this case it simply is not!!!  Try and see.... TUI do NOT want to pay people back because it will no doubt be the end of the company if they do. They offer silly incentives instead f offering 2 buttons... One for there offer, on for the refund.... That would of made everyone's life a lot easier. Yet they have made it EXTREMELY  difficult to get back what is rightfully ours.

Anyway, please try and see. 

Well I don't have any bookings with them, so calling them would be a little counter intuitive, and probably block a place in the queue for a genuine customer.  I do have bookings with other companies though and have had varying levels of success in getting in touch with them - it's the same with many large travel companies.  Their customer relations departments are simply not set up for dealing with the volume of customers that need to get in touch. 

There's a large TUI thread with a number of forum posters saying they've successfully got through and managed to get a refund, some reporting that quite quickly too.  Maybe they all imagined though, or maybe they made it up.

bradders1983

Indeed. Started at 1.35pm yesterday on 2 phones, 19 mins later on my 130th attempt I got into the queue (option 1 and then option 5). Wasnt cut off, spoke to a very nice lady, £400 on the way back to me.  Just make sure you are nice when you get through, it isnt their fault.