TUI Customer Refunds fiasco

hellpotatoes

I cancelled a holiday in March due to Corona virus. I didnt want to pay the full amount that was due as I couldn't afford to wait for a refund on the holiday that we all knew was not going to go ahead. TUI kindly agreed to give me a full refund of what I had paid so far - £400. All very good so far. I had a confirmation to say that the refund would take up to 4 weeks. 12 weeks later I am still waiting for a refund. I have made several calls to the customer care team who's only advice for me is to wait. They cannot tell me how much longer I can expect to wait and there is no way for me to escalate the complaint. I cannot afford to wait any longer. I paid using amex via PayPal. Amex were helpful when I asked for their advice and said that they would be willing to take up the dispute. However, as I had cancelled the holiday there was no guarantee I would win the case and that it could takes weeks as it was not straight forward. I don't know where to go now to try to get our money back. Any one got any advice?

Browntoa

Afraid the advice is to wait unless you go down the PayPal route

ratechaser

Exactly my situation, had written confirmation of the refund from TUI but didn't get the PayPal refund within 4 weeks. I raised a dispute via PayPal and got the money back onto my Amex within a few days - in fact PayPal confirmed that they had found in my favour within an hour of submitting the dispute. So I would suggest you do the same ASAP.