PLEASE HELP- TUI CANCELLED

lilyashby2002

onashoestring said:

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

Was a PCR but all dropped off correctly within time limits etc 

Upsidedownandaround

It sounds like since they offered you a free rebooking and that was their final position and you declined this offer that they decided that was the end of the matter.

Have you followed their complaints process?

lilyashby2002

Upsidedownandaround said:

It sounds like since they offered you a free rebooking and that was their final position and you declined this offer that they decided that was the end of the matter.

Have you followed their complaints process?

Yeah I know I feel silly for saying no and asking for a refund I just didn’t realise saying I can’t re book yet meant the offer was gone I would’ve rebooked straight away it was just with the whole marines thing we were sort of stuck and yeah I’ve followed the complaints process but it hasn’t gotten anywhere 

onashoestring

It would help to know what exactly TUI have said in response to your complaint . Can you post the wording of the e-Mail or letter here ( without any of your personal information) ? 

Also do you have travel insurance? 

lilyashby2002

onashoestring said:

It would help to know what exactly TUI have said in response to your complaint . Can you post the wording of the e-Mail or letter here ( without any of your personal information) ? 

Also do you have travel insurance? 

Yeah I have travel insurance with AA I’ve called and all they said my insurance doesn’t cover for it. 

Most of it was over the phone they don’t have a complaints email from what I’ve found I will attach the Facebook messages of our messages and their response 

they aren’t too clear as most is done all over the phone,
when they say we declined we said we literally couldn’t provide dates on the spot like that because he will be away for the most part of a year but I just didn’t realise that would mean we completely lost all the money with no other options 

lilyashby2002

onashoestring said:

It would help to know what exactly TUI have said in response to your complaint . Can you post the wording of the e-Mail or letter here ( without any of your personal information) ? 

Also do you have travel insurance? 

                 

elsien

The message saying “please let us know what you want to change it to, provide the full details and we’ll check” isn’t coming across as an unequivocal promise to move it free of charge to me. 

When you say you’ve already complained, have you followed their formal complaints procedure? 

lilyashby2002

elsien said:

The message saying “please let us know what you want to change it to, provide the full details and we’ll check” isn’t coming across as an unequivocal promise to move it free of charge to me. 

When you say you’ve already complained, have you followed their formal complaints procedure? 

Yeah I know the messages I have don’t prove too much it was mainly over the phone and a voice Mail which we have recorded where she word for word says we can change the holiday to a new one and she sent this last week 

yeah followed the complaints procedure 

lilyashby2002

elsien said:

The message saying “please let us know what you want to change it to, provide the full details and we’ll check” isn’t coming across as an unequivocal promise to move it free of charge to me. 

When you say you’ve already complained, have you followed their formal complaints procedure? 

“The amendment is no longer available” shows they did offer it to us as well and the whole month every time we called the same amendment was offered 

Upsidedownandaround

Their doesn't appear to be anything further you can do if you have exhausted their complaints process. It is surprising you have given the time frames.

If they offered you the free amendment and you declined it which even you're own posts suggest you did then they are entitled to withdraw it and close the matter.

If they did say you were still entitled to 'free' amendments in subsquent conversations then that's poor customer service but even then I think the best you could expect from that is a small gesture of compensation rather them to allow you to book again for free.