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

silvercar

Sorry they were in this situation. I’m surprised they didn’t check with someone else before foregoing their holiday. Maybe offer to assist in future if they are unsure of a text message.

I do worry that people who are not internet savvy will be caught out in other sort of scams, if they get caught out by a text like this.

soolin

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. 

Imagine the furore if someone came on here and said when they tried to cancel a holiday they were given the third degree and forced to give exact details for cancellation so TUI could check it out for them before they were allowed to cancel. 

Passenger phones TUI and says they want to cancel holiday , TUI says OK and puts cancellation in process, anything else would be intrusive and outside their remit and none of their business. 

onashoestring

soolin said:

Imagine the furore if someone came on here and said when they tried to cancel a holiday they were given the third degree and forced to give exact details for cancellation so TUI could check it out for them before they were allowed to cancel. 

Passenger phones TUI and says they want to cancel holiday , TUI says OK and puts cancellation in process, anything else would be intrusive and outside their remit and none of their business. 

TUI’s Flexible changes policy offer you the option to cancel and rebook fee free  
“If you’re officially required to self-isolate*”

When applying for a fee free cancellation and rebooking with TUI they will check that you meet the T&Cs which includes asking why you are cancelling. 

The OP says TUI were contacted and they said that they were not entitled to a refund or a date transfer of holiday .

If TUI’s refusal to allow them to change the holiday was based to on the fact that the couple were exempt from isolation then IMO as good customer service they should have explained this to the couple that they couldn’t rebook fee free but that could go ahead with the holiday .

 It would then be up to them to decide whether to go ahead with the holiday or not.
https://www.tui.co.uk/destinations/info/flexible-payment-options-new-customers