How do I get a no show letter from TUI?

rc57

Trying to get a "no-show" letter, for insurance purposes, from TUI, seems to be an impossible task.

My wife and I were booked to fly to Mallorca with my mother to celebrate my mother's 90th birthday, but we couldn't go because my mother had to be admitted to hospital for emergency surgery on the day before the flight. My mother stayed in hospital for several weeks and as she depends on us, none of us could travel. I called TUI on the morning of the flight and let them know that we would not be able to take the flights. I didn't receive any acknowledgement of the cancellation from TUI. Subsequently, I made a claim on my travel insurance company, who have requested proof of not taking the flights, normally known as a no-show letter.

I have lost count of the number of times that I have phoned TUI on the number shown on the TUI website and spoke to an agent about this, only to be referred to the "After Travel" team at non-existent email addresses (bounced by the TUI postmaster) and telephone numbers that eventually lead to a recorded message asking me to call back during opening hours. Each time I reach a dead end, I have to call the original number and speak to another agent to explain the problems I am having, only to be given another email or number that turns out to be a dead end.

Every time I call it takes at least 20 minutes to get through the queuing system, so I estimate that I have spent several days worth of time on this very frustrating task. It's as if the TUI team invent email addresses just to push the problem somewhere else. Producing no-show letters can't be unusual, so I am mystified as to why TUI are being so evasive.

TUI, how can I get a no-show letter? It's a simple request and I am not asking for more than confirmation that we didn't use our flight tickets, or receive compensation. Thanks.

Pollycat

You had advice on the Air Travel board of Tripadvisor to contact them via Twitter.

TUI replied and asked you to send booking details which you did but that was only late last night.

I'd give them a little more time.

TELLIT01

Has it escaped your notice that TUI, in common with all other carriers, has a lot on its plate at the moment.  People have been waiting months to get refunds for cancelled holidays, and it may be a case that these are given higher priority.

Westin

Agree with both replies given above.

Unfortunately I think your request has fallen through the cracks and probably sits in a pending file somewhere.  With staff furloughed and reduced numbers working but from home, I suspect they prioritised customers initially stuck overseas when the CV-19 situation started then latterly dealing with thousands of holiday changes and cancellations for upcoming holidays.

Hopefully some normally returning.