TUI REFUND AFTER MISINFORMATION

veronaoperafan

Originally booked and paid for a 2020 holiday in 2019. TUI cancelled and I rebooked for 2021 (not anticipating like most that this year would be off as well). The new holiday was cancelled due to flight changes in April - at the time of the call I explicitly asked if by May17th when government announces further travel restrictions to my new destination, can I cancel. I was told yes no problems, no discussion of the fact that TUI would need to cancel and I had to wait 14 days before holiday to get a refund. I have complained to TUI - but they have stuck to their decision ( even though the likelihood is that my holiday will remain as a red zone). I feel as though a) I was misinformed b) TUI are taking the proverbial waiting until the last minute to cancel. I want to be able to book a staycation and plan a break - but can’t as TUI have all my money. I am annoyed as  TUI are holding on to significant amounts of money for passengers that in reality won’t be able to travel. I think this is unreasonable.

sheramber

Did you ask if you could cancel
or did you ask if you can cancel and get a full refund?

Ganga

I read it as they are waiting for TUI to cancel and get 100% of their money back rather than cancel themselves and lose their deposit ,also it seems they want their money now so they can book a UK holiday ,hope i have read it right.

Westin

OP - which “Red” list country are you due to travel to and when?

sheramber

Ganga said:

I read it as they are waiting for TUI to cancel and get 100% of their money back rather than cancel themselves and lose their deposit ,also it seems they want their money now so they can book a UK holiday ,hope i have read it right.

 He  asked if he could cancel if it stayed red and was told yes. He expected to get a refund but has now found out he will only get a  refund if and when TUI cancel. So, yes, now he is having to wait  to get his money back.
But whether there was misinformation depends on exactly what he asked.
If he only asked if he could cancel  but did not ask if he would get a refund  then the answer yes was correct and not misinformation,
If he did ask  if he could cancel and get a refund and was told yes then that is misinformation.
  

eskbanker

Seems to me that there's some sort of misinformation right from:

veronaoperafan said:

The new holiday was cancelled due to flight changes in April

If it was cancelled in April, there obviously wouldn't need to be any further discussion about future cancellation either by OP or TUI, so something doesn't stack up....

sheramber

Did he move the holiday to a later date?