TUI “self cancelled” refund help

fifikav

Any help would be appreciated 
Holiday 03/9/2020..we decided we wouldn’t get the holiday we had booked, so cancelled it before 70 days, so lost deposit (£400) but holiday paid in full, so TUI owe me £1900.
I paid majority of this by Direct Debit. 

Only confirmation I have from TUI is this...10 days ago

I assume I will not have to go through the refund credit voucher scenario ?

 No clear guidance on the web page if a customer chooses to cancel with loss of deposit.

Really worried now as I have cancelled. Which I also assume means I no longer have ABTA ATOL cover. ?

I am sure that, looking at some of the threads, that I’m not the only one asking this question ...
thanks for your help in advance 

Neil49

Have you tried phoning them on the number provided? 

Browntoa

10 days for a refund at the moment is not likely. It will take much longer

fifikav

Thanks guys,
yes, I tried to call, waited over 2 hours both times..answered once and got cut off...
 I guess I don’t think I’ll get a refund anytime soon, looking at others experience, but wondered what the process is. ? 

Mrsn

Refunds for holiday paid by direct debits have to be authorised by a different department. This in some people’s experiences has taken several weeks if not months.

The letter to me would read that it’ll be a straightforward refund ie not having to wait for refund voucher to reject it but if you really want official confirmation you will have to speak to TUI directly though I know that is easier said than done.

sharpe106

Have you tried emailing? but to me it would be a refund as that is what normally happens when you cancel. Most people are having issues due to holidays being cancelled due to restrictions. Not being cancelled under the normal cancellation rules. 

Pollycat

sharpe106 said:

Have you tried emailing? but to me it would be a refund as that is what normally happens when you cancel. Most people are having issues due to holidays being cancelled due to restrictions. Not being cancelled under the normal cancellation rules. 

I thought TUI had stopped email as a form of contact a while ago, but the letter from TUI seems to give an email address but definitely worth a go.

It seems that TUI acknowledge they they owe the OP £1900.00

However, I think they will still be very busy with refunds for those people who have had their holidays cancelled by TUI - up to 10th July.

I think a self-cancellation departing 3rd September will not be anywhere near the top of the queue.

And Mrsn is correct in that direct debit refunds are not as easy to sort out as card payments so that may delay your refund too.

fifikav

Update ...
received some monies refunded back to my debit card on 27th June ( which I paid extras with)...  Confirmation today that large refund (originally paid via direct debit) was processed today. ... Hopefully should be back8n the bank in a few days 🤷‍♀️🙏

fifikav

Final Update
Holiday cancelled on the 9th June. Full balance (-£400 deposit) paid into my bank account 2nd July (this was the direct debit payment refund) .
Not too bad considering other people’s issues with refunds.

Fi 

Vixster99

Hi 
Can anybody help me,  my original booking was cancelled by tui then yesterday I got a phone call from tui to arrange a rebooking. The lady told me I could have a £500 discount for rebooking, what she didn't tell me until I quired this morning is the discounts she gave me only reduced the cost of my holiday to the internet price. How can she charge me shop price when I didn't go in to a shop and get the shop experience. Obviously I told her I wanted to cancel and receive a full refund, she told me I can't do that and has essculated my case to her manager. What are my rights?

[Deleted User]

Vixster99 said:

Hi 
Can anybody help me,  my original booking was cancelled by tui then yesterday I got a phone call from tui to arrange a rebooking. The lady told me I could have a £500 discount for rebooking, what she didn't tell me until I quired this morning is the discounts she gave me only reduced the cost of my holiday to the internet price. How can she charge me shop price when I didn't go in to a shop and get the shop experience. Obviously I told her I wanted to cancel and receive a full refund, she told me I can't do that and has essculated my case to her manager. What are my rights?

There was another thread on here about same thing vixster.   Sounds like TUI need to stop trying to pull the wool over peoples' eyes, half-heartedly offering £500 discount but then only allowing you to book the holidays advertised online at an inflated price!   It might not be illegal but it certainly doesn't improve customer relations by assuming everyone is 'thick'!

Unless you have accepted vouchers already I think you are within your rights to stand your ground and request a refund.  The holiday you booked was cancelled by TUI and therefore they couldn't provide what you both agreed to.