Tui question.

Kenwazz118

Quick question.
Booked a cruise in January this year, paid Deposit (£600). Balance due 2/4/20 but shop was closed on 24/3/20 for lockdown and in April the cruise was cancelled anyway (due to depart 27/6/20) so remaining Balence not paid.
We are OAP's and just asking for advice. Should we have heard from Tui by now regarding Deposit?

StephenM_2

Yes. I received my deposit refund today for a July holiday booked "in a TUI shop" (actually over the phone). Was unable to pay the balance for the same reason as you.
You should heard from TUI offering a voucher with the option to convert to a refund.

Pollycat

I too think you should have heard from TUI by now.
Is the shop you booked in open yet?
If it is, I'd try ringing them first.
If it isn't, try TUI.
The number is on their website. It may take you a while to get through.
Before you ring have a look at TUI's Coronavirus info, there's a link on TUI home page, it might give you more info about refunds.
I'd post the link but am on my phone.

Kenwazz118

Thank you for your replies.
No, the shop we booked the cruise at is still closed. I suppose I will just have try ringing them and wait for an answer.
StephenM_2 did you contact Tui or did you get an automatic refund?
Sorry for the post but just looking for advice.

StephenM_2

They sent me an email offering the voucher or refund option. I chose the refund using the method stated in the email. Two days ago they rang me for my card details, and the refund arrived today.

StephenM_2

Their email arrived on 8 July which was 6 days after the holiday would have started.

Thrugelmir

Apparently TUI (as a whole entity) have a back log of some 1,250,000 refund claims to process. For some it's going to be a long wait. 

Pollycat

Hi Kenwazz

This is the link I was talking about:

https://www.tui.co.uk/destinations/info/store-booking-faqs

Look at "I'm waiting for a refund, when will I receive it?"

From reading various threads, store bookings have been taking a while.

Also, some refunds are taking longer depending how you paid.

I wonder if TUI think you have cancelled the cruise because you didn't pay the balance by the due date...and therefore you have forfeited the deposit...

In the early days of covid, there used to be information about people who had booking in store not being able to pay the balance because stores were closed but that was removed some time ago.

I'd try to get hold of TUI.

To speak to the team, you can call 0203 451 2688 between 9am and 5.30pm from Monday to Friday. Please do bear in mind that our call lines are experiencing exceptionally high volumes of calls so It may take longer than usual to get through to us.

Kenwazz118

Thank you all for your replies.
Will just have to try and ring Tui and be prepared for a long wait.
I think it would be bad business though if they try to keep my Deposit when they closed the shop before my Balance Due date and therefore I could not pay in the store I paid the Deposit into.