Tui/Chronomics testing limbo

lf93

Hi,

We had a package booked with TUI to the Algarve, due to depart tomorrow, Sunday 20th June. At the time of booking we booked a green+ testing package with Chronomics.

Since Portugal moved to the amber list, we rescheduled our trip to next year.

I emailed Chronomics to request a refund for our testing package as our trip wasn't going ahead any more. That was on 6th June, no reply.

I chased it up a few days ago, no reply.

When I login to my account the tests are all there with an estimated dispatch of 6th June (fit to fly & test to return).

So I assume so far they haven't cancelled our order - but they haven't sent any tests either, for a trip that would be due to leave tomorrow! So regardless of the fact that we don't need the tests any more, since they haven't refunded the cost I assume we should have expected them to arrive?

I have read that their communication is quite poor (hindsight!), but I don't know what route to go down -

1) attempt to get a refund on the basis our trip isn't going ahead (their T&Cs aren't clear and state 'If your plans have changed, or something’s gone wrong with your testing service, and you think you may be eligible for a refund on your whole COVID-19 testing package, you can request this yourself' - which I can't, because if I click on cancel it says my holiday IS still going ahead...)

2) Ask for a refund on the basis that they didn't send out the tests, ignoring the fact that actually we don't need the tests any more

3) Do a chargeback on my credit card because they didn't provide the tests...

Thanks in advance for any advice!

lisalulabelle

We are having the same issues. We rescheduled a June holiday to October. Paid for the testing packages,.never received them. Then received kits for when we returned from the non existent holiday, so we returned  them and are still waiting for a refund. There customer service is appaling. I have emailed them around 25 times and am still waiting for a response from a person rather than an automated response. Cannot seem to get anywhere with anyone and am getting increasingly frustrated with it all