TUI Compensation

Nomonii135

Hi there. I hope someone can advise. 

I booked a cruise for myself and my 5 year old son, departing 12 Dec '21.

I checked many times with TUI if my child needed the same covid tests as an adult, whether the pool restrictions had been lifted, whether the kids' clubs were open etc. All of which I was told my son can travel as long as he's got proof of negative status, pool restrictions had been lifted and the day before departure they confirmed the kid's club was open.

We arrived at the airport, the TUI rep placed a cruise luggage label on my son's case for him as we were unable to print them. We waited in the queue at check-in and the same TUI rep comes over to say 'This is an adult only cruise. You won't be going today.' And walks away. I call her back and question her because obviously I checked so many times and not one person had told me it was an adult only cruise. The rep was disgusting in her behaviour and attitude. She threatened my son with the armed police to 'drag him off the plane', told him it was his fault we weren't allowed on holiday. It was awful for him and me to watch this stranger with zero customer service talk to myself and my son this way, but that's another complaint. 

We got turned away at check-in anyway. I called my TUI store, they had no idea the cruise was adult only. I sent in a 3 page complaint on 14 December, including a list of expenses pertaining to the holiday. I received a response 2 days ago on 11 February. They are happy to give a refund of the cruise plus £400 compensation. I'm sorry but this doesn't cover half of what I had spent, nor does it cover the heartbreak that my child suffered from the abuse that the rep gave. I told them this, and they said, "Well, that's all we're willing to offer you, I'm afraid.'

Is there anywhere else I can take this? Or a way to approach it differently?

Sorry for the essay!

emmajones1976

If your out of pocket costs were more than they have offered you, take them to small claim. But you wont be awarded a penny for "hurt feelings".

Westin

Nomonii135 said:

Hi there. I hope someone can advise. 

I booked a cruise for myself and my 5 year old son, departing 12 Dec '21.

I checked many times with TUI if my child needed the same covid tests as an adult, whether the pool restrictions had been lifted, whether the kids' clubs were open etc. All of which I was told my son can travel as long as he's got proof of negative status, pool restrictions had been lifted and the day before departure they confirmed the kid's club was open.

We arrived at the airport, the TUI rep placed a cruise luggage label on my son's case for him as we were unable to print them. We waited in the queue at check-in and the same TUI rep comes over to say 'This is an adult only cruise. You won't be going today.' And walks away. I call her back and question her because obviously I checked so many times and not one person had told me it was an adult only cruise. The rep was disgusting in her behaviour and attitude. She threatened my son with the armed police to 'drag him off the plane', told him it was his fault we weren't allowed on holiday. It was awful for him and me to watch this stranger with zero customer service talk to myself and my son this way, but that's another complaint. 

We got turned away at check-in anyway. I called my TUI store, they had no idea the cruise was adult only. I sent in a 3 page complaint on 14 December, including a list of expenses pertaining to the holiday. I received a response 2 days ago on 11 February. They are happy to give a refund of the cruise plus £400 compensation. I'm sorry but this doesn't cover half of what I had spent, nor does it cover the heartbreak that my child suffered from the abuse that the rep gave. I told them this, and they said, "Well, that's all we're willing to offer you, I'm afraid.'

Is there anywhere else I can take this? Or a way to approach it differently?

Sorry for the essay!

Sorry. I find this part of your story very hard to believe.

eDicky

Nomonii135 said:

 I'm sorry but this doesn't cover half of what I had spent, nor does it cover the heartbreak that my child suffered from the abuse that the rep gave.

We don't know what you had spent, but you've been offered refund and compensation, is it really worth the hassle of trying to take it further..?

If the behaviour of the rep was as you have related, try to ease your child's heartbreak by explaining that it must have been caused by extreme stress and/or misfortune in that person's life, and sometimes we have to feel compassion and forgiveness. Healthy lessons learned from experience while young are valuable.

Nomonii135

Westin said:

Sorry. I find this part of your story very hard to believe. 

Exactly! Which is why I'm in shock and complete disbelief that it happened. I have a separate complaint against the young lady and apparently, her manner is being investigated as a member of check-in staff also logged a complaint as he witnessed it and told her to leave the situation. But like I said, that complaint is separate and is being dealt with.

I'm here for advice on the complaint I posted, not whether you believe it to be true or not.

Upsidedownandaround

They have kids clubs on adults only cruises?

onashoestring

@Nomonii135 I understand your disappointment and frustration, it clearly should not have been possible to book a child’s place on an adults only cruise .

It seems that TUI have accepted liability and so in addition to refunding the cruise TUI have offered you £400 . 

(You say that your complaint about the rep is currently being investigated and being dealt with separately )

So the £400 that you have been offered is for your additional reasonable expenses only . ( this would be to cover cost of transport cost to and from airport & covid - tests , travel insurance policy for example )  

You say that £400 doesn’t cover half of your additional expenses - 
What other expenses did you incur  and how much more than £400 do they total - ? 

If you can itemise and have receipts for reasonable expenses that would not have otherwise been incurred and they are in excess of what you have already been offered - £400 - it should be possible to go back to TUI reject their initial offer and claim for these additional expenses - 

Note however that compensation only has to cover what is deemed “reasonable” expenses. 

CKhalvashi

Again, making the assumption the rep is being investigated and this is only for expenses, please detail what the expenses were, as this is going to be important to work out what the claim should be.

It is very unlikely that compensation will be awarded for hurt feelings, even if such an event wouldn't exactly give you much goodwill for Tui.

NoodleDoodleMan

Upsidedownandaround said:

They have kids clubs on adults only cruises?

How could a booking for 5 year old on an adult only cruise be accepted by TUI ?

CKhalvashi

NoodleDoodleMan said:

Upsidedownandaround said:

They have kids clubs on adults only cruises?

How could a booking for 5 year old on an adult only cruise be accepted by TUI ?

It should be stated clearly that it's adult only, but errors can (and do) happen in any business.

Pollycat

Nomonii135 said:

Hi there. I hope someone can advise. 

I booked a cruise for myself and my 5 year old son, departing 12 Dec '21.

I checked many times with TUI if my child needed the same covid tests as an adult, whether the pool restrictions had been lifted, whether the kids' clubs were open etc. All of which I was told my son can travel as long as he's got proof of negative status, pool restrictions had been lifted and the day before departure they confirmed the kid's club was open.

We arrived at the airport, the TUI rep placed a cruise luggage label on my son's case for him as we were unable to print them. We waited in the queue at check-in and the same TUI rep comes over to say 'This is an adult only cruise. You won't be going today.' And walks away. I call her back and question her because obviously I checked so many times and not one person had told me it was an adult only cruise. The rep was disgusting in her behaviour and attitude. She threatened my son with the armed police to 'drag him off the plane', told him it was his fault we weren't allowed on holiday. It was awful for him and me to watch this stranger with zero customer service talk to myself and my son this way, but that's another complaint. 

We got turned away at check-in anyway. I called my TUI store, they had no idea the cruise was adult only. I sent in a 3 page complaint on 14 December, including a list of expenses pertaining to the holiday. I received a response 2 days ago on 11 February. They are happy to give a refund of the cruise plus £400 compensation. I'm sorry but this doesn't cover half of what I had spent, nor does it cover the heartbreak that my child suffered from the abuse that the rep gave. I told them this, and they said, "Well, that's all we're willing to offer you, I'm afraid.'

Is there anywhere else I can take this? Or a way to approach it differently?

Sorry for the essay!

OP
Did you book this cruise in a TUI store or on-line?
When you 'checked many times with TUI' was that with your TUI store or TUI by phone/live chat?

What was the cruise?
Have you checked online if it says 'adults only' in the description?