Flights No Longer Exist - TUI tell me they do..

bucksbantam

I am a chilled out guy, but TUI have broken me.  Long story, booked holiday in Feb 2021, departing August 2022.  Flights in my booking (with BA) no longer operate on that day according to BA timetable, so I know TUI will change my flights but no idea what to.  Their Ts and Cs state within 12 hours is allowed.  Their (awful) customer service tells me that these are still my flights and they still show in my online TUI booking.  I trust BA timetable over TUI call centre.  No willingness to help.  Balance due this week.  Anyone any ideas how late they can confirm the change to me and (if within 12 hours) I am obliged to accept?  Just give me the deposit back, will re-book with someone who cares.

tightauldgit

In fairness to the customer service people if their system still shows the flights then there isn't much else they can do at this stage. 

I believe TUI T&Cs will allow them to make changes to the flights up to departure and provided they are within the T&Cs then yes you will be obliged to accept them. Whether they have an obligation to inform you of changes within a certain time I couldn't tell you, but it could be that BA have not yet confirmed the change to them or it could be that they have not yet confirmed what alternative flight TUI will offer you.

tightauldgit

In fairness to the customer service people if their system still shows the flights then there isn't much else they can do at this stage. 

I believe TUI T&Cs will allow them to make changes to the flights up to departure and provided they are within the T&Cs then yes you will be obliged to accept them. Whether they have an obligation to inform you of changes within a certain time I couldn't tell you, but it could be that BA have not yet confirmed the change to them or it could be that they have not yet confirmed what alternative flight TUI will offer you.

bucksbantam

Thanks, and fair point about the CS staff, I get the feeling they are just swamped..  I'm just frustrated that I need to pay out £XXXX this week for a product I know doesn't exist and 'the system' cannot accommodate it.

MATTR5

I would pop into your local TUI shop and explain its 3rd party flying - its not an area they are great at and some of their call centres really just fob you off 
Is it a popular route - can you see what the alternative flights are? - i eg only BA do a direct flight on that route/that date and its not going then you have a much stronger case to push them to know what the alternative is before paying the balance
If say Virgin fly an hour later and that's the only alternative then consider would you hate that - if not don't sweat it they'll try and change you to the nearest alternative