TUI cancellation scam?

JoanneIrwing

TUI cancelled our flight to Naples due to fly 20th May 20. They sent us an email to say here are details of your £951 credit.... use your Unique code to use credit or get refund.  However, the email was incorrectly formatted and so all we could see was nonsense and definately not our "Unique code".  We replied (in May) by email to inform Tui and ask for our code again as we were hoping to re book for next year as soon as we could and have not had any response. I rang TUI on 10/06 and after waiting 2 hours, spoke to a customer advisor who informed me he could not do anything for me without the "Unique code".  He would have to e mail the finance department.  I have been chasing this issue with him since the 16/06 via his e-mail and he has responded to say as soon as he hears, he will contact me.  This now seems like deliberate evasion..... Are TUI getting away with claiming they have given us a credit?  We cant move on at all and the flight we need for next year may be booked up without us being able to get access to our money.  

bagand96

Well it’s certainly not a scam. More likely a combination of a non-deliberate system error, and then the fact everyone in TUI customer service and finance are so snowed under they are being particularly slow in getting a response for you.

In the meantime, have you tried opening the email on a different device, or in a different software program?  If you use a service like Gmail or Hotmail perhaps try logging in on their website and seeing if that displays it any differently?

bradders1983

Why does everything have to be a "scam"? 🙄🙄

JoanneIrwing

It does'nt work in a different browser and customer service advisor confirmed that.  The company were very quick to Email after the cancellation but not so quick to email again.  Like I said, apparently the credit has already been processed.... I just cant get at it.