TUI - impossible to get through

gw01walker

We've been trying to get through to TUI now for 4 days. have been on hold since 09:00  this morning when lines opened (posting this at 13:02) with NO success. Yesterday was from 09:00 until 19:00 continuously on hold or being cut off - NO JOY !
Tried for the previous 2 weeks as well and similar long waits to get absolutely nowhere. Trying to reschedule the holiday for our son (he's been doing the calling up until today), but honestly can't see this as making any sensible options available to customers. Can't do changes online because TUI booked the flights with EasyJet, which seems to make changes impossible to execute other than calling their 3rd party flights team. What can I do ?
I can't see that a CEO letter will really make any difference.

bradders1983

I would suggest that you ringing would be pointless unless a) your son is there, or b) he has already given permission to TUI for you to deal with it. If neither of those things apply, dont waste any more of your time on the phone. 

gw01walker

Thanks, I do appreciate that data protection rules means this is likely, but 3 days in and we are simply desperate to at least establish contact, fruitless as it may be. He works 6 days a week and isn't home until after their call centre is closed and has spent his last 3 days off unsuccessfully trying to get through. But I do appreciate your comment.

bradders1983

Establishing contact if he isnt there to speak to them is pointless, as there is nothing they can tell you or do for you. Seriously, dont waste a minute longer on the phone unless he is there.

gw01walker

understood, thx again

bradders1983

On a more practical level, your son can go and visit one of the shops, i assume they will reopen soon. Failing that he just hammers the phone lines at any opportunity.  It took me 20 mins and 130 attempts back in April to get into the queue and then 50 mins in the queue.

gabby71

As Bradders has said, it will be even more frustrating if you manage to get through, only to be told they can only speak with your son.
Phone lines open before 9am - I called a few weeks ago at around 8.35am, was on hold for around 45 minutes then spoke to someone who processed my refund.

tberry6686

I was on the phone to them at lunchtime today.  took 2 hrs to get through.