TUI Credits & Incentives

ROYMT

Am I the only one to have TUI remove their 20% credit note bonus and booking incentives when they cancel the alternative holiday?
In 2020 we had a holiday cancelled and opted to take a credit note from TUI to show our support for the comp[any in troubled times and their offer of a £262  rebooking incentive. Following contact from TUI in January 2021 with a promotional offer of £300 and a further discount of £348 we booked a holiday with a September departure date and paid a further £1,314 as well as the credit note.
This week the holiday has been cancelled and we are advised that none of the incentives are transferable even though we wish to book a holiday of a similar value with a September 2021 departure date.
Are TUI being reasonable and fair or should I feel aggrieved?

Caz3121

doubt you are the only one...it will apply to everyone in the same situation
"• Just so you know, for any bookings where you’ve previously made a free change and applied a rebooking incentive, if you then make any further free changes, the rebooking incentive value will not be carried over."
https://www.tui.co.uk/destinations/info/flexible-payment-options-new-customers

onashoestring

Are they offering to refund all the money you actually paid (without the 20%incentive ) ? 

Pollycat

onashoestring said:

Are they offering to refund all the money you actually paid (without the 20%incentive ) ? 

With TUI once you've accepted a voucher you aren't eligible for a refund.

onashoestring

Pollycat said:

With TUI once you've accepted a voucher you aren't eligible for a refund.

Does this apply when TUI  have cancelled the holiday ? 

Pollycat

onashoestring said:

Pollycat said:

With TUI once you've accepted a voucher you aren't eligible for a refund.

Does this apply when TUI  have cancelled the holiday ? 

I think it does.
But as TUI have cancelled the holiday the OP should be entitled to a full refund of what he paid (less the bonus/incentives).

alflavor

Similar boat. We booked in Jan 2020, holiday was then cancelled in May 2020. Rebooked with incentive for Nov 2021. Rebooked AGAIN in Nov for Sept 2021. (2nd incentive given)  We still can't travel (red list) - so we were emailed on 19th Aug saying it had been cancelled again, and to wait for them to call us (3rd party flights).
They have now just cancelled the whole thing without calling us, and refunded all monies paid. We would have happily rebooked the holiday for Sept 2022 perhaps.   Hours on the phone and twitter support, they won't honour the 20% at all now.

louscog

Similar situation: We had a TUI holiday booked for October, total cost 5k but £800 was a rebook incentive from an earlier TUI cancellation. We had to delay the trip until next October because my daughter had covid. The cost of the holiday had increased by £200 but they not only wanted the £200 extra, they also wanted the £800 rebook incentive. So a thousand pounds more for the same holiday, which we had already paid for in full. I struggle to believe it is legal to remove a discount already given.

Upsidedownandaround

Perfectly legal if it’s in the terms which it is.

In your case you had the choice of taking advantage of the extra booking credit/incentive or their flexible free changes policy

You can’t have both and that seems perfectly fair to me that you aren’t able to keep carrying the incentive over again and again when making a rebooking when the whole point of it was an incentive to make a booking at the time it was offered.

Your situation is quite different from those above where it has been TUI who has cancelled the holiday.

louscog

Just because something is in TUI Ts & Cs doesn’t automatically make it legal. If it’s unfair you can challenge it through the Office of Fair Trading, which is what I intend to do. Not sure why you say my situation is totally different to the others in this thread? I had TUI cancel my holiday. Rather than taking a refund, I rebooked the holiday at the new inflated price, but with their incentive, the holiday was still affordable. And with ‘fee free’ changes under their Covid cover I felt confident doing so. However when I needed to change the date of the holiday because my daughter had covid, I couldn’t get a refund, or change my holiday ‘fee free’ because all previous discounts were taken away. This left me with a choice of lose the holiday and the 4k I had paid for it, or find another thousand pounds to change the booking. So TUIs rebook incentive trapped me into paying 20% more for the holiday because they wouldn’t honour the discount under their Covid Cover. And let’s remember that I didn’t change the holiday on a whim - my daughter tested positive for covid and wasn’t legally allowed to travel.

Caz3121

there have been a few posts about the incentive only applying to the next booking...any further changes and it does not transfer.
are you not currently in the same position that if you had taken a cash refund for the first booking and then used it to book the replacement?