TUI refund from previously moved holiday

Silster85

Firstly hello everyone, I'm new here.

I've been searching through the forum for an answer to my question. Found some with similarities but thought I'd post my circumstances to.

We had a holiday booked for 2020. It got cancelled during the period when everything was up in the air and people were struggling to get cash refunds. We decided to use the credit refund option and book for 2021 in the hope for a better year.

We have now been told our holiday for 2021 has now been cancelled. We now do not want to rebook and just want a cash refund. However, the refund amount is only for the extra amount we had to pay when we moved our holiday to 2021, it does not include the amount we paid for our original 2020 holiday.

I read somewhere that refunds for credit notes cannot be dealt with online and have to be done over the phone.

So before I spend hours on the phone, am I likely to get the full cash refund for our original 2020 holiday and the extra we paid when we moved it to 2021?

TIA,
Dave

Upsidedownandaround

No. It’s unlikely you will get a cash refund if you have accepted a credit. 

Westin

Helpful if you mention which travel firm this relates to.

Silster85

Westin said:

Helpful if you mention which travel firm this relates to.

In the title of the post 😊 the travel firm is TUI.

Westin

Apologies. I missed reading the tour operator in the post title.

I suspect the two refund amounts will just be processed separately.  You should receive the total cost paid for the 2021 holiday.

At one point TUI issued a refund credit note and it was then necessary to ask for a refund to be made from the value of the RCN. Not sure if they have changed the process but this might fit with what you are describing having the 2020 funds as a credit and the 2021 top up paid in cash.  

I am sure when you speak to them it will be quickly resolved.

Silster85

Thanks for the response Westin.

I did endeavour to phone them to see what they said. On the second attempt of calling them and almost 5.5hours of being on hold I did manage to get through to someone, and found them very helpful.

You are correct. They offered the full amount of the holiday with no fuss which will be processed as 2 separate refunds, one for the cash amount for this year and one for the Refund Credit Note from last year.

Hope this post now helps to advise others in the same situation.

Westin

Silster85 said:

Thanks for the response Westin.

I did endeavour to phone them to see what they said. On the second attempt of calling them and almost 5.5hours of being on hold I did manage to get through to someone, and found them very helpful.

You are correct. They offered the full amount of the holiday with no fuss which will be processed as 2 separate refunds, one for the cash amount for this year and one for the Refund Credit Note from last year.

Hope this post now helps to advise others in the same situation.

Good news.

Appreciate you returning to update the thread.  As you say it may help others who search for answers or just reassurance in similar situations.