Holiday “stolen”

DB1904

Aylesbury_Duck said:

ThumbRemote said:

mattyprice4004 said:

If someone has fraudulently pretended to be the lead passenger and changed everything, the company isn't at fault - it's theft. 
Why would TUI give her a refund? As far as they're concerned, she called up and changed the details legitimately. 

Aylesbury_Duck said:

Bournie1971 said:

Thrugelmir said:

Why didn't she call the police? 

We went to station, were to told to email a department and wait for a reply, somewhere called action fraud.
They will decide if a crimes been committed or not

Tui haven't done anything wrong, so they owe your daughter nothing.

Tui have failed to resolve the issue, despite the original booker turning up at one of their shops and stating that they did not change the booking. At this point Tui could have done something about the fraud and reversed the changes.

Ok, but how would that help? The holiday had perhaps "gone" already? (Depending on time of day). Reversing the changes doesn't undo the situation OP's daughter finds herself in.

The friend has committed some sort of offence/crime/deception by posing as someone else, but Tui appear to have made reasonable checks on the validity of the call, and it appears that OP's daughter voluntarily shared the booking reference with her friend, enabling her to pose as her. 

I'd have thought that either the police will determine a crime has been committed, or they won't get involved, in which case OP's daughter might consider court action against the friend to get her share of the holiday cost back.

With the brief facts we have on the balance of probability there has been a fraud, the suspect is known and if they live in the same force area as the OP. The OP reported it to their local police then they should have recorded and investigated the crime. 

The appear to have sent the OP packing and told them to report it to action fraud. AF are not the police and won't investigate the matter. In all likelihood they won't even pass it back to the police to deal with.

I would suggest the OP gathers the evidence they have and go back to the police. 

Lomast

Action fraud are the police. it is run by city of London police, they should pass the information back to the local force once they decide a crime has been committed 

DB1904

Lomast said:

Action fraud are the police. it is run by city of London police, they should pass the information back to the local force once they decide a crime has been committed 

They're not, City of London Police fund it, but at the level the OP's offence is at there are no police officers involved. They are soon to be disbanded (as they are not fit for purpose) and the funding put into a national fraud agency.

Home Office counting rules state the crime should have been recorded by the police at the time of reporting. 

pinkshoes

Bournie1971 said:

Daughter was due to fly last saturday.
On sat morning she discovered on her tui her booking had dissapeared.
On ringing tui they would not talk to her as she was not the lead passenger…..but she had been the lead pasenger.
After going to a local branch they said my daughter had called them and made her travel partner the leas passenger, she then changed my daughters name fir another!
Her (ex) friend had rang tui, passed the comical sexurity checks of giving booking number/name/address and pretended to be daughter and made the changes.
Tui refused to do anything even though plane had not taken off.
Basically told her contact police no chance of refund!
Anybody on here heard of this happening before??

So YOUR DAUGHTER and a friend were going on the holiday.

But  she fell out with this friend. This friend then managed to change herself to lead passenger and then changed the other booking name from your daughters to someone else? Is that correct?

Who has paid for this holiday?

I would be going back into TUI and demanding that they cancel the return flight immediately! I would also be pushing for a refund and perhaps even mentioning that if they don't help, then talking to the bank about a chargeback for failure to provide goods. (assuming your daughter paid).

If your daughter paid, then one option is taking this ex friend to court for the full amount. 

Why didn't she check the booking until the day of the flight? Most people check at least the day before. And if she wasn't friends with the friend any more, who was she planning on going with??

born_again

pinkshoes said:

Bournie1971 said:

Daughter was due to fly last saturday.
On sat morning she discovered on her tui her booking had dissapeared.
On ringing tui they would not talk to her as she was not the lead passenger…..but she had been the lead pasenger.
After going to a local branch they said my daughter had called them and made her travel partner the leas passenger, she then changed my daughters name fir another!
Her (ex) friend had rang tui, passed the comical sexurity checks of giving booking number/name/address and pretended to be daughter and made the changes.
Tui refused to do anything even though plane had not taken off.
Basically told her contact police no chance of refund!
Anybody on here heard of this happening before??

So YOUR DAUGHTER and a friend were going on the holiday.

But  she fell out with this friend. This friend then managed to change herself to lead passenger and then changed the other booking name from your daughters to someone else? Is that correct?

Who has paid for this holiday?

I would be going back into TUI and demanding that they cancel the return flight immediately! I would also be pushing for a refund and perhaps even mentioning that if they don't help,). then talking to the bank about a chargeback for failure to provide goods. (assuming your daughter paid

If your daughter paid, then one option is taking this ex friend to court for the full amount. 

Why didn't she check the booking until the day of the flight? Most people check at least the day before. And if she wasn't friends with the friend any more, who was she planning on going with??

Chargeback will not work as the holiday has taken place. It does not relate to the fact OP may have paid but did not go for certain reasons. It is based on TUI  not providing the holiday. Which it would appear they have.

This is a civil matter now. So if police will not do anything then OP has to look at court action against her EX friend. But even that is fraught with dangers unless there is solid proof of the original booking.

user1977

born_again said:

pinkshoes said:

Bournie1971 said:

Daughter was due to fly last saturday.
On sat morning she discovered on her tui her booking had dissapeared.
On ringing tui they would not talk to her as she was not the lead passenger…..but she had been the lead pasenger.
After going to a local branch they said my daughter had called them and made her travel partner the leas passenger, she then changed my daughters name fir another!
Her (ex) friend had rang tui, passed the comical sexurity checks of giving booking number/name/address and pretended to be daughter and made the changes.
Tui refused to do anything even though plane had not taken off.
Basically told her contact police no chance of refund!
Anybody on here heard of this happening before??

So YOUR DAUGHTER and a friend were going on the holiday.

But  she fell out with this friend. This friend then managed to change herself to lead passenger and then changed the other booking name from your daughters to someone else? Is that correct?

Who has paid for this holiday?

I would be going back into TUI and demanding that they cancel the return flight immediately! I would also be pushing for a refund and perhaps even mentioning that if they don't help,). then talking to the bank about a chargeback for failure to provide goods. (assuming your daughter paid

If your daughter paid, then one option is taking this ex friend to court for the full amount. 

Why didn't she check the booking until the day of the flight? Most people check at least the day before. And if she wasn't friends with the friend any more, who was she planning on going with??

This is a civil matter now. So if police will not do anything then OP has to look at court action against her EX friend. But even that is fraught with dangers unless there is solid proof of the original booking.

Even if the police do anything about fraud, it's pursuing the criminal prosecution - not doing the debt recovery on behalf of the victim.

Bournie1971

Tui were informed at 9 sat morning, flight left at 3 in the afternoon.
The staff at the tui store were brilliaint and rang various managers etc but said nothing could be done.
Daughter had paid her share on her credit card, again cc company said nothing could be done.
She had printed off all her holiday info so hadnt looked at her app.
The pic the “friend” posted on instagram of her and her moms passports saying morocco here we come alerted her and yes if it was a local airport may of confronted them but it was a London one and we are midlands based.

DB1904

born_again said:

pinkshoes said:

Bournie1971 said:

Daughter was due to fly last saturday.
On sat morning she discovered on her tui her booking had dissapeared.
On ringing tui they would not talk to her as she was not the lead passenger…..but she had been the lead pasenger.
After going to a local branch they said my daughter had called them and made her travel partner the leas passenger, she then changed my daughters name fir another!
Her (ex) friend had rang tui, passed the comical sexurity checks of giving booking number/name/address and pretended to be daughter and made the changes.
Tui refused to do anything even though plane had not taken off.
Basically told her contact police no chance of refund!
Anybody on here heard of this happening before??

So YOUR DAUGHTER and a friend were going on the holiday.

But  she fell out with this friend. This friend then managed to change herself to lead passenger and then changed the other booking name from your daughters to someone else? Is that correct?

Who has paid for this holiday?

I would be going back into TUI and demanding that they cancel the return flight immediately! I would also be pushing for a refund and perhaps even mentioning that if they don't help,). then talking to the bank about a chargeback for failure to provide goods. (assuming your daughter paid

If your daughter paid, then one option is taking this ex friend to court for the full amount. 

Why didn't she check the booking until the day of the flight? Most people check at least the day before. And if she wasn't friends with the friend any more, who was she planning on going with??

Chargeback will not work as the holiday has taken place. It does not relate to the fact OP may have paid but did not go for certain reasons. It is based on TUI  not providing the holiday. Which it would appear they have.

This is a civil matter now. So if police will not do anything then OP has to look at court action against her EX friend. But even that is fraught with dangers unless there is solid proof of the original booking.

Not sure why you think it's a civil matter and them mention the police in the next sentence.

born_again

Bournie1971 said:

Tui were informed at 9 sat morning, flight left at 3 in the afternoon.
The staff at the tui store were brilliaint and rang various managers etc but said nothing could be done.
Daughter had paid her share on her credit card, again cc company said nothing could be done.
She had printed off all her holiday info so hadnt looked at her app.
The pic the “friend” posted on instagram of her and her moms passports saying morocco here we come alerted her and yes if it was a local airport may of confronted them but it was a London one and we are midlands based.

Strange as she expected to go on holiday, yet could not get to airport to confront friend? 

born_again

DB1904 said:

born_again said:

pinkshoes said:

Bournie1971 said:

Daughter was due to fly last saturday.
On sat morning she discovered on her tui her booking had dissapeared.
On ringing tui they would not talk to her as she was not the lead passenger…..but she had been the lead pasenger.
After going to a local branch they said my daughter had called them and made her travel partner the leas passenger, she then changed my daughters name fir another!
Her (ex) friend had rang tui, passed the comical sexurity checks of giving booking number/name/address and pretended to be daughter and made the changes.
Tui refused to do anything even though plane had not taken off.
Basically told her contact police no chance of refund!
Anybody on here heard of this happening before??

So YOUR DAUGHTER and a friend were going on the holiday.

But  she fell out with this friend. This friend then managed to change herself to lead passenger and then changed the other booking name from your daughters to someone else? Is that correct?

Who has paid for this holiday?

I would be going back into TUI and demanding that they cancel the return flight immediately! I would also be pushing for a refund and perhaps even mentioning that if they don't help,). then talking to the bank about a chargeback for failure to provide goods. (assuming your daughter paid

If your daughter paid, then one option is taking this ex friend to court for the full amount. 

Why didn't she check the booking until the day of the flight? Most people check at least the day before. And if she wasn't friends with the friend any more, who was she planning on going with??

Chargeback will not work as the holiday has taken place. It does not relate to the fact OP may have paid but did not go for certain reasons. It is based on TUI  not providing the holiday. Which it would appear they have.

This is a civil matter now. So if police will not do anything then OP has to look at court action against her EX friend. But even that is fraught with dangers unless there is solid proof of the original booking.

Not sure why you think it's a civil matter and them mention the police in the next sentence.

user1977 
Police would not reclaim funds. That would be down to OP.