TUI - Unable to get through to them to cancel holiday

TemmyTemjin

Hello,

We booked a holiday online with TUI to Disney, Florida for the end of September. This was all 100% booked through TUI however the flights are with BA. We've only paid a deposit and no additional payments have been made.

We need to cancel this holiday, however we cannot get through to TUI to do it.

I've been told, because the flights are with BA, I need to contact a specialist team on 0800 107 1534. Ringing this number though just goes through to the standard TUI customer service line and options. I got through to a rep this morning only to be told I "called the wrong department" and was put back to the start of the customer service options. I even contacted a local TUI store and explained the situation, and while they can see all the details of the holiday, even they can't cancel it because the holiday was booked online.

I'm out of ideas of how to contact or notify TUI to cancel this holiday. Any suggestions?

NoodleDoodleMan

I would call a TUI store - or visit one in person if convenient.

There will be a loss of deposit for cancellation.

TemmyTemjin

NoodleDoodleMan said:

I would call a TUI store - or visit one in person if convenient.

There will be a loss of deposit for cancellation.

Already did so. They couldn't do anything.

onashoestring

TUI website says “If you booked online, you cancel your booking,  yourself through your Customer Account or Manage My Booking,  

Have you tried this ?
What happened  when you clicked  through the “manage my booking “ option on the website? 

TELLIT01

Has the full deposit been paid?  TUI and other tour operators often permit a minimal initial deposit, but the full deposit is required if cancelling the holiday. 

bagand96

I think because it's a TUI holiday but using a scheduled flight rather than a TUI flight you will need to speak to that specialist team so it might be a case of just persisting.

If you are getting towards a deadline where more money would be required then perhaps written notification by royal mail with delivery confirmation just in case there's any fun and games later on? 

NoodleDoodleMan

TemmyTemjin said:

NoodleDoodleMan said:

I would call a TUI store - or visit one in person if convenient.

There will be a loss of deposit for cancellation.

Already did so. They couldn't do anything.

I was able to sort out 2 cancellations by calling a store - mind you that was 2 years ago - maybe the shops have been instructed not to action such scenarios since then ?

Or maybe it's just a convenient way of passing the buck.

As above, a Recorded Delivery letter to TUI head office will confirm your having made contact over the issue.

Cost just over £2 I believe. Keep the receipt with tracking number.

Ms_Chocaholic

Can you email the CEO

Don't know how accurate this is but worth a go

https://twitter.com/jonnominnie1712/status/1246002357546225664?lang=en

NoodleDoodleMan

He is standing down I believe, not sure if he's still in post.

I wonder where that telephone number would take you ?

Alan_Bowen

The CEO is based in Germany and certainly won't be cancelling holidays for anyone. The telephone number looks like an old First Choice office in Crawley which I suspect may have closed since 2020 but it might have another number to call.