Tui booking with Citalia - who is responsible?

McStumpy68

Hi,
My parents booked a holiday with Tui to the Italian lakes, they booked in store. As they wanted to fly from Edinburgh, Tui booked it through Citalia. All booking confirmations and receipts are from Tui and headed Tui. 

My dad has been in contact regarding a refund as the holiday has been cancelled due to the current coronavirus crisis. But TUI say they need to contact Citalia for the refund, it’s not Tui’s responsibility.
That can’t be right, surely it is Tui who are responsible for the refund? My parents are trying to find out their rights before they take it further. Any advice gratefully received, thanks. 

Life__Goes__On

Have a look at the ATOL cert on the bottom right  it will say "package single contract"  or "package multi contract"

McStumpy68

Thanks. If it’s single contract does that imply Tui are liable? And if it’s multi, then Tui are right?

McStumpy68

Sorry, I think I have that the wrong way round

Life__Goes__On

You have it the right way round,  single contract you are due a refund from TUI and TUI only  multi you might have to contact both,
I expect it's a single contract as TUI say they need to contact Citalia for the refund
But that is no concern of yours, TUI (if single contract) owe you a refund within 14 days, legally it doesn't matter if Citalia  haven't refunded TUI

McStumpy68

Just to be clear.... Tui are saying it’s my parents’ responsibility to seek refund from Citalia, they (Tui)  are washing their hands of it. 

bagand96

Literally 15 seconds on the Citalia website:

Please note: due to the new travel restrictions and FCO advice put in place regarding international travel, we will be contacting those with bookings that are due to depart on a rolling seven day basis with alternative options.

We will be contacting you on a rolling 7 days period prior to your departure date.

If you have booked your holiday through a TUI branch which you cannot currently contact, and you are travelling in the next 7 days, please call the team at Citalia on 01293 839109, who will be able to assist you in these extraordinary circumstances.

Please DO NOT CALL if your booking is more than 7 days away from departure.

We thank you for your continued patience at this time as we work through this unprecedented situation and ask that you please bear with us.

TUI Retail (the high street travel agents) are a slightly different business from TUI the tour operator.  The stores will book other comapanies holidays, whereas the website and customer service centres deal with TUI Holidays only.  That's why when calling the telephone numbers on the TUI website, you won't get much help.

The TUI store are indeed your parents travel agents and should deal with your parent's refund.  That said I'm guessing they're currently closed.  It might be worth waiting until 7 days from travel and getting in touch with Citalia as they advise.

McStumpy68

An update, my dad has been provided with a Citalia credit note, via Tui. Citalia say - 

In accordance with ABTA guidelines we are issuing Refund Credit Notes that can be used for any of our Tailormade brands - Sovereign, Citalia and Hayes & Jarvis – providing choice and flexibility for your future booking. At this present time we cannot offer a full cash refund but in line with the ABTA guidelines your payment is 100% financially protected until 31st January 2021 at which point, if you do not wish to use your Refund Credit Note we can process a cash refund. 

My dad would obviously like the cash refund now, is the above correct re ABTA advice or are they being disingenuous? Thanks 

Life__Goes__On

McStumpy68 said:

An update, my dad has been provided with a Citalia credit note, via Tui. Citalia say - 

In accordance with ABTA guidelines we are issuing Refund Credit Notes that can be used for any of our Tailormade brands - Sovereign, Citalia and Hayes & Jarvis – providing choice and flexibility for your future booking. At this present time we cannot offer a full cash refund but in line with the ABTA guidelines your payment is 100% financially protected until 31st January 2021 at which point, if you do not wish to use your Refund Credit Note we can process a cash refund. 

My dad would obviously like the cash refund now, is the above correct re ABTA advice or are they being disingenuous? Thanks 

What ABTA advises  is irrelevant , what they say has no  legal standing
Under Package Travel and Linked Travel Arrangements 2018 you should have a full refund (cash) within 14 days.
You do not have to wait until 2021 for a refund.
How did you parents pay for the  holiday?