How do I progress with ignored TUI refund emails?

Sianlightbown

On 05/08/2022 I sent 2 seperate emails to TUI for refunds for firstly, a delayed outbound flight of over 3 hours, and secondly, a cancelled return flight with a delay of over 24 hours. I used the template provided on the MSE website. For 2 people this equated to £350 each for each flight, totalling £700 per claim.

On 23/08/2022 I recieved an email from TUI with a £300 holiday voucher in recognition of the inconvenience. However, no mention was made towards the refunds or emails I had previuosly sent. If I accept this voucher will I lose my right to a refund? 

As this has now gone on for 2 months I want to know the best way to progress this. Do I contact TUI or go to the Ombudsman? Any help and advice would be greatly appreciated. 

Westin

You could try following the laid down process for making a claim - 
https://www.tui.co.uk/destinations/info/flight-delay

Writing and using various templates that MSE, Resolver and other have is a waste of time (at least in the first instance of a claim).

NoodleDoodleMan

Do you live near enough to conveniently visit a TUI store.

Then you can get a real person to deal with.

CKhalvashi

There will be no entitlement to a refund, there may be an entitlement to compensation depending on the reasons for the delay or cancellation.

Westin gives you the information you'll need to get the ball rolling on this. As above, there is little point using templates unless you are fully aware of the circumstances regarding this, so you need to start by following the procedure set out in your contract for this.

eskbanker

CKhalvashi said:

There will be no entitlement to a refund, there may be an entitlement to compensation depending on the reasons for the delay or cancellation.

They may be entitled to a refund for the cancelled flight, depending on whether or not the airline arranged rerouting....

Edit: actually, OP's reference to "a cancelled return flight with a delay of over 24 hours" perhaps suggests that the airline did rearrange flights, so yes, presumably OP is really seeking compensation rather than a refund as such (they wouldn't be the first to mix the concepts up), and hence the £350 figure being mentioned.

onashoestring

You are not entitled to a refund if you did fly with them ( albeit with a late arrival ) you maybe able to claim compensation( unless the delay was not the airlines fault- bad weather or Air Traffic Control Strike for example)

Here is the link to the claim form for compensation which covers both flight delays and cancellations  - 
https://www.tui.co.uk/destinations/contact-us/flight-delays

It is designed to include all the information TUI need to process the claim including your bank details for the money to be paid into .

If you have been offered a voucher on top of this - that is a bonus but doesn’t override your legal right to compensation from airline for flights delayed where there were no extraordinary circumstances. 

CKhalvashi

eskbanker said:

CKhalvashi said:

There will be no entitlement to a refund, there may be an entitlement to compensation depending on the reasons for the delay or cancellation.

They may be entitled to a refund for the cancelled flight, depending on whether or not the airline arranged rerouting....

Edit: actually, OP's reference to "a cancelled return flight with a delay of over 24 hours" perhaps suggests that the airline did rearrange flights, so yes, presumably OP is really seeking compensation rather than a refund as such (they wouldn't be the first to mix the concepts up), and hence the £350 figure being mentioned.

I read the 24 hour delay as the re-routing. No other situation in this would make sense to me on that wording. Apologies if that is not the case.