DUST/TUI Cruise Refund

Mandy_Trevett

Hello - first post here!

I had a cruise booked with David Urquart Sky Travel (DUST) on 29th April 2020 and I have failed to get someone to refund me. DUST have since gone into administration. I have spoken to ABTA who referred me to ATOL who then referred me back to ABTA who then said that because TUI is still solvent it was them I needed to speak to.

I called and was told it was not TUI's responsibility because there was a flight involved. Today I got a text off TUI to say that a refund was processed back to DUST on 5th May 2020 (the amount being around £200 short).

ABTA have now told me TUI are still responsible as I have not received the money. I'm now waiting for a response from TUI...

This has been ongoing for 2 years and I'm still yet to see any of the money back or even an offer of vouchers. I've spent tens of hours on the phone, emailing and trying to get the refund to no avail. Has anyone had a similar situation or been successfully refunded for this?

Westin

I think you might need to share what was bought in the first place from David Urquart Travel and how TUI are involved.  Was it a fly+cruise package? Was it ATOL protected?

Alan_Bowen

The real issue is whose name appears on the ATOL Certificate as the ATOL holder responsible? If it was TUI, and I suspect it wasn't, then the claim was against them but if it is David Urquhart, then it is indeed a claim against their ATOL. Did you make a claim to the CAA at the time of failure, as claims can only be made within 12 months?

On the face of it, this was a package involving a flight booked by DU added to a cruise operated by TUI, this is supported by the fact that TUI refunded the cost of the cruise after cancellation back to DU who should have refunded the full cost back to you at that point. The £200 difference was the commission paid to the agent in the first place which they themselves would have been responsible for refunding. 

NoodleDoodleMan

I'm curious as to why the OP didn't book a standard cruise package direct with TUI, either through a "High Street" store (assuming there was one convenient) or online.

Of course, it may not have been a Marella cruise, so separate TUI flight and cruise elements involved.

An observation, not a criticism.