Help! TUI Cancellation Invoice

Basill_2

Apologies for the long explanation but I need to vent my frustration and anger.

4 of us were due to travel to Mexico with TUI on 6th November 2021. Unfortunately, I was admitted to hospital on 26th October 2021 and advised against all travel. I called TUI on 28th October 2021 to advise them that my partner and I were unable to travel but the other couple would continue with the holiday and was told that I would receive a cancellation invoice. I was lead passenger on the booking and when we cancelled one of the other couple was made lead passenger, we still haven't received the cancellation invoice which is required by our travel insurers to process the claim. Both the new lead passenger and I have been in contact with TUI by phone, chat bot and email to request the invoice (they wouldn't talk to me as I wasn't the lead passenger). We were told that as the holiday had taken place we had to fill in a form, which we did, and in response the new lead passenger received an email saying we had cancelled and not received a refund. We told them that this wasn't sufficient as our insurer requires a cancellation invoice with more detail. I then received an email, from the form I filled in, with the exact same details as the previous mail. I have been on the chat bot again and have been told that they will email "The Travel Team" and ask them to send the details I need for the insurer, i am pretty sure this will be another email! Has anyone experienced similar issues and can give me any advice on how we can resolve this? I can't speak to anyone directly as all communication has to be done via chat or by filling in the form with a 28 day SLA. I am getting rather frustrated as this has now been gong on for 2 months!!

Westin

Does the ‘new’ split booking have a new different booking reference, or the same as the original?

If the original booking reference number have you tried to access the booking via Manage My Booking. You may find you can down load an updated booking confirmation invoice which hopefully shows the two cancelled passengers and charges.