TUI WHERE IS MY MONEY

Pollycat

Gary_Bighitter said:

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. 

You have more patience than me.

I would have escalated this before now.

How does a 4 month wait fit in with the information about refund timescales on TUI website?

I don't know if you booked in store or via TUI website or app (but I suspect it was a store booking).

And on what grounds did TUI contest your chargeback?

Gary_Bighitter

TUI said I would need to contact them for a refund (which I already had done) and AMEX deemed this sufficient grounds to close the dispute. I have learnt in these situations that no one has your back. We booked in store and when my wife asked TUI this morning, hypothetically, if we could rebook another holiday and forgo the refund, the answer was no. So we decided to reinstate the chargeback but AMEX (who, I have to say, have not been overly helpful) warned us that it will probably be closed again as it is 'evidence based'. I pointed out that it puts me at a disadvantage because if TUI say they will refund me or have issued a credit note, I cannot prove a negative. Other than moving house this has to be the most stressful experience of my life. 

Butts

Gary_Bighitter said:

TUI said I would need to contact them for a refund (which I already had done) and AMEX deemed this sufficient grounds to close the dispute. I have learnt in these situations that no one has your back. We booked in store and when my wife asked TUI this morning, hypothetically, if we could rebook another holiday and forgo the refund, the answer was no. So we decided to reinstate the chargeback but AMEX (who, I have to say, have not been overly helpful) warned us that it will probably be closed again as it is 'evidence based'. I pointed out that it puts me at a disadvantage because if TUI say they will refund me or have issued a credit note, I cannot prove a negative. Other than moving house this has to be the most stressful experience of my life. 

Well when I submitted my chargeback against Ryanair for cancelled flights part of the evidence I submitted was notification they accepted my claim for a refund and would process it in due course.

After 2 months waiting I got fed up and slapped in the chargeback on the basis they were outside the 7 Days within which they were legally obliged to refund me.

It's all very well saying they are going to refund you but once they step out of the legal timelines they really have no defence. Can't you point this out to AMEX who should really know that.

Pollycat

Butts said:

Well when I submitted my chargeback against Ryanair for cancelled flights part of the evidence I submitted was notification they accepted my claim for a refund and would process it in due course.

After 2 months waiting I got fed up and slapped in the chargeback on the basis they were outside the 7 Days within which they were legally obliged to refund me.

It's all very well saying they are going to refund you but once they step out of the legal timelines they really have no defence. Can't you point this out to AMEX who should really know that.

Isn't it 14 days?
If Gary is going to quote the law, it should be accurate.

Butts

7 Days for Flights /14 Days for Package Holiday
My Ryanair booking was flights only which I was referring to with the 7 Days.
The point being as soon as you are potless outwith the relevant period you are good to go.

Pollycat

Butts said:

7 Days for Flights /14 Days for Package Holiday
My Ryanair booking was flights only which I was referring to with the 7 Days.
The point being as soon as you are potless outwith the relevant period you are good to go.

So the point being...14 days as far as Gary is concerned.

ratechaser

I thought you could only use Amex with TUI via PayPal? That what I did earlier this year and eventually got my refund using PayPals dispute process - I wouldn't expect Amex to be interested if it wasn't a direct transaction...

Westin

ratechaser said:

I thought you could only use Amex with TUI via PayPal? That what I did earlier this year and eventually got my refund using PayPals dispute process - I wouldn't expect Amex to be interested if it wasn't a direct transaction...

I think you are right
https://www.tui.co.uk/destinations/info/credit-card-payments

Was this actually a TUI holiday or a holiday package from another tour operator but purchased through a TUI retail travel shop?

You mention not being able to go because of Covid. Was the holiday actually cancelled by the tour operator or did you decided because of Covid that you did to wish to, or could not travel.

Perhaps some other factors in play causing the delay and issue with the refund.

Gary_Bighitter

I paid a travel shop using my AMEX card. I did not decide not to travel; I was unable to travel to North America and Disneyworld was closed so there was no possible way I could have travelled or had any part of that holiday.

Westin

Gary_Bighitter said:

I paid a travel shop using my AMEX card. I did not decide not to travel; I was unable to travel to North America and Disneyworld was closed so there was no possible way I could have travelled or had any part of that holiday.

So was it actually a TUI (tour operator) holiday or you bought another holiday package or flights in a TUI retail shop? Can you post exactly who the travel organiser is?

Do you know if the flight was actually cancelled? Has the TUI retail store since reopened?

If the flights operated it may be a travel insurance claim that you need to look at.