Elderly couple not able to travel due to coronovirus contact.Tui won't move holiday of give refund

emmajones1976

chrissieT said:

Bearing in mind their ages they are triple jabbed but they don't have internet or the app.They receive a government text telling them they must isolate for 10 days so they do as their asked (as this generation would).It seems a little unfair that they not only lose their holiday but also their hard earned pension.It seems this government seems to need to up it's game.

But the text told them they didnt have to isolate if they are exempt, like my wording above. They clearly have to take some responsibility here. If the message confused them they should have asked you or a family member to clarify it.

onashoestring

Oh this is so sad, It seems they misunderstood the current rules. Which is not surprising considering how often they change.

TUI do allow you to rebook , “If you’re officially required to self-isolate”

However as others have said Current Government rules for close contacts are 
“ If you have been in contact with someone who has tested positive for COVID-19, you are not legally required to self-isolate if you are fully vaccinated or you are below the age of 18 years 6 months.

When did they contact TUI to cancel / rebook ? 

If they contacted TUI prior to departure and TUI did not explain to them that they couldn’t rebook but that  they were ok to travel 4/1 it does seem poor customer service by TUI and unfair that they missed their holiday .

As they have frequently travelled with TUI a letter or social media post might get them a goodwill gesture from TUI . But I think that is the best you can hope for as they aren’t entitled to a refund as they could have legally travelled.

soolin

chrissieT said:

Bearing in mind their ages they are triple jabbed but they don't have internet or the app.They receive a government text telling them they must isolate for 10 days so they do as their asked (as this generation would).It seems a little unfair that they not only lose their holiday but also their hard earned pension.It seems this government seems to need to up it's game.

I suspect they only read the first bit of the message and not the bit about ‘unless exempt’ , the message is the same however they receive it. It is extremely unfortunate they lost their holiday and I feel very sorry for them and would hate to be in the same position, but they haven’t lost both the money and the holiday, they had already paid out for the holiday so the money was used anyway. 

chrissieT

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

emmajones1976

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

Its not misleading. They failed to read it properly, that is the harsh (and possibly uncomfortable for you) reality.

onashoestring

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

I would still try and get a goodwill gesture from TUI , if TUI were contacted prior to the planned departure date they should have explained that they were ok to travel and that the holiday could go ahead. 

elsien

emmajones1976 said:

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

Its not misleading. They failed to read it properly, that is the harsh (and possibly uncomfortable for you) reality.

To be fair, if you don’t have the internet  and given all the fuss there was about isolating earlier in Covid, “unless exempt” doesn’t really tell you anything and it’s likely that the isolating big is what stuck. It’s not hard to see how they missed that bit of clarification, particularly if they phoned TUI and still came away with the same message. 

katejo

elsien said:

emmajones1976 said:

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

Its not misleading. They failed to read it properly, that is the harsh (and possibly uncomfortable for you) reality.

To be fair, if you don’t have the internet  and given all the fuss there was about isolating earlier in Covid, “unless exempt” doesn’t really tell you anything and it’s likely that the isolating big is what stuck. It’s not hard to see how they missed that bit of clarification, particularly if they phoned TUI and still came away with the same message. 

They have my sympathy. They are being punished for being responsible. I got a similar message  from the NHS App in December about contact with a positive person and, 3 days later, I started to develop possible Covid symptoms. I wasn't due to go away then but I decided to act responsibly and stay off work to get a PCR done.

emmajones1976

elsien said:

emmajones1976 said:

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

Its not misleading. They failed to read it properly, that is the harsh (and possibly uncomfortable for you) reality.

To be fair, if you don’t have the internet  and given all the fuss there was about isolating earlier in Covid, “unless exempt” doesn’t really tell you anything and it’s likely that the isolating big is what stuck. It’s not hard to see how they missed that bit of clarification, particularly if they phoned TUI and still came away with the same message. 

The text message I quoted goes on to provide a link which takes you to a website, i punched in some details and then told me I didnt need to isolate. Unless the elderly people have brick phones which cant do this, they should have followed the same procedure (or got a younger person to help them out) where they would have been told exactly the same thing as me.

CKhalvashi

onashoestring said:

chrissieT said:

Thankyou all for your help in replying I knew really that they didn't stand a chance but thought I would ask for your help anyway £900 is a lot to lose though a misleading text.

I would still try and get a goodwill gesture from TUI , if TUI were contacted prior to the planned departure date they should have explained that they were ok to travel and that the holiday could go ahead. 

I'd attempt this too.

I don't agree it's TUI's job though to go into the details of the law, especially bearing in mind the company may not have been aware of the full circumstances.

A goodwill gesture is going to be the maximum on offer here, especially as flights and a hotel room were reserved for their use and they chose not to use them, whether their fault or not.