Holiday “stolen”

Bournie1971

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??

Thrugelmir

Why didn't she call the police? 

Bournie1971

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

heatherw_01

I will move this to consumer rights

mattyprice4004

Basic DPA (now GDPR) checks when calling any call centre are the same - confirm name, address and some other info (such as holiday destination, date of birth etc). 
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

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

That's all she can do for now.  Wait and see what the outcome is, but Tui haven't done anything wrong, so they owe your daughter nothing.

What has her ex friend said?  Anything?

born_again

Should have turned up at airport & confronted Ex Friend....

ThumbRemote

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.

Thrugelmir

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.

Perhaps the flight had left by then. 

Aylesbury_Duck

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.

Aylesbury_Duck

Thrugelmir 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.

Perhaps the flight had left by then. 

OP did say it hadn't taken off by that point, but we don't know how tight timing might be.  Perhaps Tui, having already been conned once, were reluctant to make more changes.