TUI - Cancel a holiday three times yet still not cancelled enough for a refund

aveylee

You have got to love TUI

Email received 21/09 stating holiday to Spain cancelled due to Covid-19 (Cancellation 1).

Email states that despite TUI just cancelling it I can rebook or the holiday automatically cancels after 7 days (Cancellation 2 - 28/09). At which point a refund credit email will be sent and I can rebook or ask for a refund.

Email received from TUI with E-Tickets for holiday on the 11/10 received 09/10. Advising me to board a flight that does not exist to go to a hotel that has shut for a holiday they have already cancelled twice. Somewhat perturbed but suspecting it was a simple oversight and an automated email I phoned on the 9th and TUI confirmed that 'Oh yes the holiday was definitely cancelled', and that everything was being processed.

The 13/10 comes around and I decided to contact TUI about the refund considering it had been 23 days since they first cancelled and no sign of even a email with details on refund etc. On the phone the TUI rep says my holiday was cancelled but still active so that was why it was not cancelled??, and since the date the holiday they cancelled has passed she is unable to authorise a refund as it was not cancelled in time. Instead I have to email TUI and ask for a refund.

After treatment for a brain hemorrhage brought on by trying to understand TUI logic. I emailed Tui who gave me an automated response saying that they would either get back to me within 14 or 28 days. So if I do get a refund we are looking at 52 days not 14. I know TUI have to manage their cashflow buy they have extracted so much urine from me I'm facing kidney failure.

Good news is that I booked using a Credit Card so s.75 - CCA'74 applies. Bad news is that Natwest say on their S.75 online form they won't consider S.75 claims as I should go to ATOL. Given the stress I faced trying to explain 'Cancelled' to TUI, I just can't face explaing 'joint & several liability' to a Natwest call centre operator.

Moral of the story is you have to keep your sense of humour with TUI & Natwest or face multiple manslaughter charges.

eskbanker

The vast majority of travel companies are (unsurprisingly) using delaying tactics to issue refunds, so if TUI fail to refund you within the 14 days set by the Package Travel Regulations 2018 then you can claim via your bank, whatever they say - they can't deny you your statutory rights under s75 but a chargeback is likely to be a swifter route anyway.

aveylee

Thanks Eskbanker - You're right S.75 is a legal right and Chargeback through VISA is an option. I just could not face it today so I'll give TUI 14 days to respond, and if I have no joy I'll go to Natwest.

Funny thing is I have gone on 20+ holidays with TUI over the past 15 years spending about £80K, and at this precise moment I won't be using them again. So to manage short term cashflow issues they will lose thousands long term, but if they don't manage their cashflow there won't be a long-term. I don't blame TUI for what they are doing, I just hate them for it. 

bradders1983

Waiting 52 days seems fine at the moment tbh, people have been waiting much longer. Issue you have doing a chargeback is there is a chance you get refunded twice and then you have the faff of having to arrange to give them money back.

Just wait until they reply to your email and then make a decision.

Westin

Not sure why NatWest are referring you to the ATOL scheme which is administered by the CAA. Unless TUI collapses the ATOL financial scheme does not kick in.  

I cant see a S75 claim being processed at this time. I think you will have to patiently wait for a response to your complaint by TUI.