Advice about Tui.

Kenwazz118

Just a quick question. We had a cruise booked with Marella Cruises on the 27 of June 2020 and was informed by E-mail at the end of April that the cruise had been cancelled. Our final balance was due on 2/4/20 but did not pay this because the Tui shop were we booked was closed due to lockdown.
We have heard absolutely nothing since. The shop is still closed, can't get through on the phone lines. Any advice on what to do, have we lost our deposit or should we still expect to hear from them?

Browntoa

The shops are opening again soon in may places

Pollycat

TUI had lots of useful information on their website a few weeks ago about all sorts of stuff, including people who had booked instore and couldn't pay their balance as the shops were closed.

They seem to have been tinkering with the covid info and it's now disappeared.

I would argue that as you couldn't pay your balance on the due date and the cruise was cancelled you should receive a refund of your deposit on the basis that you would have paid the balance if you could and would then be eligible for a full refund.

But that's my opinion and other posters may see it differently.

Any idea when the shop is reopening?

How hard have you tried to contact them?

I waited for 90+ minutes before I spoke to a human. That was 6 weeks ago.

Kenwazz118

Thanks for your reply.
No idea when the Tui shop is reopening.
Have tried to contact Tui by phone on numerous occasions, but I have never held for more than an hour. Have been cut off (line went dead) a few times, been told the office is closed and to ring back during office hours. I rang at 10.30 on a Tuesday morning.
Think I will just have to wait till shop reopens.