PLEASE HELP- TUI CANCELLED

lilyashby2002

I recently booked a holiday with TUI and due to corona tests not coming back I couldn’t make the flight, these tests were booked with chronomics who tui recommended. 

After so many phone calls we were offered a re booking of the holiday but we were unable to do this as my partner is going back in the marines September 6th and had no idea when we would have time off due to deployments etc.

I finally gave in a rebooked I was going to go on my own but TUI then said I can’t re book as I didn’t want to the first time they asked. I have proof of employees saying multiple times I can have a new holiday free of charge after we initially said we couldn’t and asked for a full refund but they won’t change their minds. 

I’m 18 and have lost £1,600 I really can not afford this my insurance has offered no help, a charge back cannot be done as it’s with ATOL I’ve  emailed everyone and completely ran out of ideas. 

Does anyone have any suggestions? 

onashoestring

What form is the proof of you being offered a new holiday free of charge ? Is it an e-Mail , or online chat ? What is the exact wording ? 

lilyashby2002

onashoestring said:

What form is the proof of you being offered a new holiday free of charge ? Is it an e-Mail , or online chat ? What is the exact wording ? 

I have a voice Mail of them offering it as well as a Facebook message the other times are all over the phone 

lilyashby2002

onashoestring said:

What form is the proof of you being offered a new holiday free of charge ? Is it an e-Mail , or online chat ? What is the exact wording ? 

In the voice Mail a girl called Nicole says “we will definitely be able to sort a new booking” 


the message on Facebook says “please check the holiday you wish to amend to with them full details and we will check this for you” 

Westin

lilyashby2002 said:

I recently booked a holiday with TUI and due to corona tests not coming back I couldn’t make the flight, these tests were booked with chronomics who tui recommended. 

After so many phone calls we were offered a re booking of the holiday but we were unable to do this as my partner is going back in the marines September 6th and had no idea when we would have time off due to deployments etc.

I finally gave in a rebooked I was going to go on my own but TUI then said I can’t re book as I didn’t want to the first time they asked. I have proof of employees saying multiple times I can have a new holiday free of charge after we initially said we couldn’t and asked for a full refund but they won’t change their minds. 

I’m 18 and have lost £1,600 I really can not afford this my insurance has offered no help, a charge back cannot be done as it’s with ATOL I’ve  emailed everyone and completely ran out of ideas. 

Does anyone have any suggestions? 

Just to clarify, are you expecting a new (rescheduled) holiday AND a refund?  Have they perhaps now issued a refund or a credit voucher because at the time you could not provide date options for a reschedule holiday?  

superbigal

Did you book the testing using the TUI links or separately.
I suspect this has a major effect on your rights.

https://www.chronomics.com/tui

lilyashby2002

superbigal said:

Did you book the testing using the TUI links or separately.
I suspect this has a major effect on your rights.

Yeah that is the issue TUI are saying they are nothing to do with the testing company yet when you call chronomics it goes straight through to TUI we booked the tests when booking the holiday on the tui website but the two aren’t “partners” 

lilyashby2002

Westin said:

lilyashby2002 said:

I recently booked a holiday with TUI and due to corona tests not coming back I couldn’t make the flight, these tests were booked with chronomics who tui recommended. 

After so many phone calls we were offered a re booking of the holiday but we were unable to do this as my partner is going back in the marines September 6th and had no idea when we would have time off due to deployments etc.

I finally gave in a rebooked I was going to go on my own but TUI then said I can’t re book as I didn’t want to the first time they asked. I have proof of employees saying multiple times I can have a new holiday free of charge after we initially said we couldn’t and asked for a full refund but they won’t change their minds. 

I’m 18 and have lost £1,600 I really can not afford this my insurance has offered no help, a charge back cannot be done as it’s with ATOL I’ve  emailed everyone and completely ran out of ideas. 

Does anyone have any suggestions? 

Just to clarify, are you expecting a new (rescheduled) holiday AND a refund?  Have they perhaps now issued a refund or a credit voucher because at the time you could not provide date options for a reschedule holiday?  

We were expecting a refund but the only thing offered was a new booking for the same price which we said no to a first but realised it was our only option so agreed to re book and now they have said we can’t have anything so no refund credit voucher or rescheduled holiday. Just lost all of the money with nothing in return 

onashoestring

What type of test was it ? 
Rapid antigen or PCR ? 

Westin

lilyashby2002 said:

We were expecting a refund but the only thing offered was a new booking for the same price which we said no to a first but realised it was our only option so agreed to re book and now they have said we can’t have anything so no refund credit voucher or rescheduled holiday. Just lost all of the money with nothing in return 

Did you need to make the decision on rescheduling the holiday prior to the departure day/time of the booked trip?  I think there is flexibility up to 48 hrs before departure but post departure they might just record you as a no-show.

https://www.tui.co.uk/destinations/info/flexible-payment-options-new-customers

lilyashby2002

Did you need to make the decision on rescheduling the holiday prior to the departure day/time of the booked trip?  I think there is flexibility up to 48 hrs before departure but post departure they might just record you as a no show 

The tests were meant to come the day of the flight so yeah would’ve gone down as a no show, TUI told us to go to the airport anyway just Incase they come but didn’t come till the next day and when we were there the rapid test clinic they have was closed so didn’t have any other options