TUI WHERE IS MY MONEY

botty99

Hello all.
Has anyone else had trouble getting a refund from Tui? I was really happy and impressed to begin with when our trip was first cancelled by themselves. They offered an rebook incentive or a full refund. We took the refund option and the confirmation screen stated a refund would be given within 3-5 days. A week later I call and I am told that it's been an error as I paid by direct debit I have to wait upto 28days. I wasn't happy but excepted it's hard times and things are not running smoothly so I have checked everyday and no refund. It's been longer than 28days now and still no money. I have called and asked today where is my refund. And I got exactly the same story and spill as it did 3 weeks prior. They said there is nothing they can do and all I can do is be patient and wait. I hit the roof and asked to speak to a manager, she refused that request. I asked for compensation for the delay and again my request ignored. No time scale or advice about what to do next was given. Please anyone help me claim my money back. 
Regards Rick

Etch

Some previous discussion here:
https://forums.moneysavingexpert.com/discussion/6160328/payed-for-holiday-by-direct-debit-tui
and information here (in the main TUI refunds thread):
https://forums.moneysavingexpert.com/discussion/comment/77263794#Comment_77263794

Thrugelmir

One suspects that you are in an extremely long queue........................................................

RobM99

Took Easyjet 2 months to refund my flight - not complaining, they probably (!)  had thousands to process with limited staff.

bagand96

You'll get your money back.  Yes, there are delays, and those delays are longer than a lot of people are happy with.  But it is an unprecedented situation.  TUI aren't going to trouser your cash and ride off with it.  "Hitting the roof" on the phone likely won't get you any further than you were anyway.

If you're not happy with TUIs handling of it or prepared to wait, then perhaps look into the Direct Debit Guarantee and see if your bank can help.

SevenOfNine

The TUI refund advice is 28 working days.  I paid with a combination of CC & DD & had all of it back (£1825) in 21 working days. The CC was about 3 days earlier, than the DD.

mattyprice4004

You could ask for interest as compensation, that's about it really. With the rate being 0.1% I wouldn't be too bothered, though! 
We're all having to wait unfortunately, myself included. 

Gary_Bighitter

I'm still waiting for a refund for an April holiday. The credit note they sent only covered part of the cost and no one could tell me where the other part was, why I didn't get it or when I would get it. In desperation I went down the chargeback route with AMEX - big mistake - as soon as TUI contested it, AMEX returned the funds and I'm back to square one. My wife is convinced that TUI won't ever issue the refund and we should do another chargeback but I'm inclined to wait for TUI, even though it'll take months.

Butts

Gary_Bighitter said:

I'm still waiting for a refund for an April holiday. The credit note they sent only covered part of the cost and no one could tell me where the other part was, why I didn't get it or when I would get it. In desperation I went down the chargeback route with AMEX - big mistake - as soon as TUI contested it, AMEX returned the funds and I'm back to square one. My wife is convinced that TUI won't ever issue the refund and we should do another chargeback but I'm inclined to wait for TUI, even though it'll take months.

What grounds did TUI contest it on ?

Pollycat

Gary_Bighitter said:

I'm still waiting for a refund for an April holiday. The credit note they sent only covered part of the cost and no one could tell me where the other part was, why I didn't get it or when I would get it. In desperation I went down the chargeback route with AMEX - big mistake - as soon as TUI contested it, AMEX returned the funds and I'm back to square one. My wife is convinced that TUI won't ever issue the refund and we should do another chargeback but I'm inclined to wait for TUI, even though it'll take months.

It's taken 4 months already.

It sounds really odd that you only got a part refund and nobody could give you any information.

Where was the holiday to and how did you pay?

What contact have you had with TUI since the holiday was cancelled?

I'm surprised that TUI contested the chargeback. I'm sure I've read on here and /or Tripadvisor that chargebacks have been successful.

Are you 100% sure you are due a full refund? Did TUI cancel the holiday or did you?

Gary_Bighitter

The holiday was to Disneyworld, Florida and we paid in full by American Express. We did not cancel - we were unable to go because of covid. I speak to Tui most days (have done for weeks) but the answer is always that they are waiting for their finance team to approve the refund.