Can't get hold of TUI to cancel holiday and due to go in three weeks

Paz4

We booked an all-inclusive First Choice Package holiday departing on 9 August 2020, through our local TUI store. The total holiday cost was over £3k, for which we utilised the low deposit scheme, paying a small deposit of £236 on the day of the booking. As such, the remainder of the deposit (£650) was due before 26 March 2020 and a final balance payment (£2295) due before 17 May 2020.

Unfortunately, due to the COVID-19 pandemic, TUI closed all its stores prior to 26 March 2020. Despite several attempts to contact TUI since and their lack of attempt to contact us (other than through generic e-mails) we have still only paid £236 towards the holiday and have been unable to cancel or amend the holiday. Consequently, following an e-mail of 7 July 2020, we are now just over three weeks away from our departure date yet. The e-mail advised that TUI had been ensuring customers are taken on “safe and enjoyable holidays” and that our booking “still meets the high standards [we] deserve”, so would be operating as planned. The e-mail also goes on to advise that we “make sure [we] pack plenty of facemasks”, which alongside the many other measures, including those of safe social distancing, appears contradictory of a “safe and enjoyable” holiday. Therefore, with two young children, we are not content with proceeding with this holiday.

Having reviewed the documentation received on the day of purchasing the holiday, it notes that “If you have taken advantage of a low deposit offer, you must pay the full deposit amount stated in the payment details by the outstanding payment date or immediately upon cancellation. All payments must be made by the required due date(s)”. It continues, “If you do not make the full deposit payment by the due date your travel arrangements may be cancelled”. Additionally, having viewed the terms and conditions on the TUI website, it stipulates that “To cancel your holiday you must tell us as soon as possible. If you booked using a travel agency, that agency must tell us”. On the basis that we have not been able to make contact with TUI, our local store remains closed, and they have not contacted us in order that we may have this discussion with them, I’d be extremely appreciative for any guidance or advice related to the options available to us.

Many thanks in advance.

bradders1983

Ring them on the number on the website. If it says it is busy, keep trying. Once in the queue set aside a good amount of time to sit in the queue.

I would suggest though by failing to pay the rest of the deposit you have de facto cancelled the holiday yourself but no idea why you keep getting emails.

Paz4

bradders1983 said:

Ring them on the number on the website. If it says it is busy, keep trying. Once in the queue set aside a good amount of time to sit in the queue.

I would suggest though by failing to pay the rest of the deposit you have de facto cancelled the holiday yourself but no idea why you keep getting emails.

Many thanks for the comment! I've tried several numbers, as well as the store, I've taken numbers from the website and app and at times have been waited for approx. one and a half to two hours - which has been difficult as they don't appear to be open beyond normal working hours (likely due to the circumstances)... but I guess, it's just be a case of waiting it out and eventually it will be my turn. 

On the basis that I should have de facto cancelled the holiday by not paying, would you agree with my understanding of the T&Cs that I would be expected to pay the remainder of the deposit (c£650)?

Thanks again!

Neil49

I had to wait about 90 minutes before they answered but got everything sorted once I got through. 

NoodleDoodleMan

I have read that some TUI stores have re-opened,  it would be worth investigating.

https://www.tui.co.uk/shop-finder

Good luck.

TELLIT01

Paz4 said:

On the basis that I should have de facto cancelled the holiday by not paying, would you agree with my understanding of the T&Cs that I would be expected to pay the remainder of the deposit (c£650)?

Thanks again!

My understanding is that the balance of the deposit will have to be paid.

CardinalWolsey

Don't rely on not paying the full deposit being taken as a cancellation. It almost certainly won't be. What you need to do is officially cancel now, as the cancellation costs are (taken from the TUI website):

70 days or more before travel: Loss of full deposit
69 - 63 days before travel: 30% of total booking price
62 - 49 days before travel: 50% of total booking price
48 - 29 days before travel: 70% of total booking price
28 - 15 days before travel: 90% of total booking price
14 - 0 days before travel: 100% of total booking price

By my calculations, you are in the 28 - 15 days before travel time period, so look to lose 90% of your _total_ booking cost (even though you have not yet paid it).
Speak to TUI to explore your options. Choosing not to go is disinclination to travel, and would not be covered by travel insurance. They _may_ offer you a credit voucher to use on a future booking, but with the holiday going ahead there is no certainty in that option.

NoodleDoodleMan

A relative was on their email list and recently advised that package holiday to Canaries has been cancelled in the autumn.

Mrsn

Without wishing to panic you there is a chance that you’ll be liable for more than just the deposit... Cardinal Wolsey has very kindly provided the usual scales of money you’d expect to lose and TUI may hold you to this.

Hopefully it won’t come to that but you really need to be aware of it.