Contacting TUI

Fly100

Has anyone managed to get through to to TUI. Ive tried multiple times over the last 2 weeks at different times of the day. Sometimes I get the to many calls message and disconnected, other times I get in a queue only to be binned after 30 mins or so. 
Our payment was due a couple of weeks ago. My concern is we are now in breach of our T&Cs and could loose our deposit if its cancelled or will be liable for the full balance.
I completely understand we and they are in unprecedented times.
Thanks for any info people have. ( i have searched the threads and used all the numbers posted on here.)
FLY

Holidayman1111

Nobody seem to know what the law is on being unable to pay in time.

NoodleDoodleMan

Can I ask, was it your intention to settle the balance - I assume you have only paid a deposit ?

If you wish to make a full payment I suggest you write to them immediately by Recorded Delivery making that clear and explaining you were unable to do so due to telephone communication issues. If you give your credit card details and a clear instruction to that effect they (in my opinion) are very liable to accommodate you - TUI really want incoming cash soonest.

Otherwise they'll assume you have chosen to cancel and this will result in loss of deposit.

You won't be liable for the full balance.

Fly100

I wanted to know what my options were really, our destination is not allow UK residents to enter, We paid a deposit and the return Taxi in full along with the Premier Lounge fees. Id be happy to defer to 2021 but wanted to know what if any charges would apply.Im fully aware the calls have gone from 5000 a day to in excess of 20000.

Westin

You have not mentioned when you are due to travel but their is something called the TUI Promise which is allowing amendments. Perhaps you qualify for this.  

Have you looked over the information on the TUI website as many questions now answered on there, including the situation for those with balances to pay.
https://www.tui.co.uk/destinations/info/coronavirus-faqs

NoodleDoodleMan

No charges will apply in full if you default on the balance - only the deposit paid.

https://www.tui.co.uk/destinations/faq/how-much-will-it-cost-to-cancel-my-holiday?catId=265&subcatId=267&docId=860

See para 4.