PLEASE HELP- TUI CANCELLED

baza52

lilyashby2002 said:

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 

yes it was offered but you declined their offer.
They are saying that as you declined their offer they can no longer offer it to you again.

lilyashby2002

@baza52 it was offered multiple times after that initial conversation, even leaving voice mails offering a free amendment - I agree I should’ve said yes the first time Instead of asking for a refund but the approximately 8 suggestions after that for a free didn’t correspond to it being no longer allowed 

ItsComingRome

lilyashby2002 said:

@baza52 it was offered multiple times after that initial conversation, even leaving voice mails offering a free amendment - I agree I should’ve said yes the first time Instead of asking for a refund but the approximately 8 suggestions after that for a free didn’t correspond to it being no longer allowed 

Isn't this a bit of a red herring?

It appears that the amendments were offered to you erroneously, but even if it was not what seems to matter is whether the amendment was available the last time you got in touch, which it appears it was not.

lilyashby2002

Upsidedownandaround said:

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.

@Upsidedownandaround yeah I agree maybe declining in the first conversation wasn’t the best move I just was naive in thinking they would have to refund me and yeah the multiple phone calls and conversions after, a free amendment was offered every time which was why I was so confused when they said it wasn’t allowed now. i wish I had been told that as soon as I said I don’t know when my partner will be home so cannot re book. With the complaints the forms take 28 days to reply to so will have to wait and see but with complaining over the phone and emailing high up TUI employees all has failed. 

Thanks for your help 

Dr_Crypto

Have you written a proper letter/email to them setting out what happened how you feel they mislead you? While you’ve not made the best decision it does seem that they have told you contradicting information and it’s not unexpected that you’re confused. You could mention your husband being in the military and the difficulties that brings since some people are more inclined to help military people. 

lilyashby2002

Dr_Crypto said:

Have you written a proper letter/email to them setting out what happened how you feel they mislead you? While you’ve not made the best decision it does seem that they have told you contradicting information and it’s not unexpected that you’re confused. You could mention your husband being in the military and the difficulties that brings since some people are more inclined to help military people. 

Yeah I’ve written multiple emails most with no response but mainly just people saying they cannot help with the situation same when I call they all seem very confused and transfer me to a new team because they aren’t sure what to do. I haven’t written a letter thank you I will do that 

In regards to my boyfriend in the marines yeah they asked for proof of his leaving date and his job which I sent as one person on the phone said that it would make “special circumstances” but it didn’t change anything they knew from the start the whole reason we couldn’t accept the date change was due to him leaving

thanks for your reply