TUI Customer service phoneline

icrfc

How long on average does it take for the TUI customer service line to answer just now? Ive been listening to the piano music for 40 minutes now. I got an email from them about three weeks ago saying if I didnt do anything in the next 15 days my holiday would automatically be cancelled but got an email last night about my holiday and when I went in to My Booking its not been cancelled and if I try to cancel its saying Ill lose all my money paid so far. 

Pollycat

I waited for 90+ minutes before speaking to a human.

That was 6 weeks ago when TUI had just cancelled all holidays from 14/6 to 30/6.

Since then, they have enabled online refund requests and extended call centre hours for online/app bookings by 90 minutes per day (5 days per week).

icrfc

I've been trying to find an online refund request but couldn't find one. I was phoning at work today so had to give up after 50 minutes 

Pollycat

Look at this link:

https://www.tui.co.uk/destinations/info/coronavirus

You need to be aware that it says this:

If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.
Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.

So...that's where the refund request form is.

But unless you have your refund credit code, it appears that you can't use the online form.

And I'm not sure that it sounds like your holiday has actually been cancelled anyway.