Passenger Airport Tax

junebaby

I had a package holiday to Crete booked in September with TUI. Sadly my mum passed away and I had to cancel. 

I had paid the full amount so was not due any refund. TUI sent me a cancellation email showing the amount I had paid minus the airport tax which they said they would contact me about shortly with a view to refunding it.  I never heard from them so after calling they said I should send an email to customer services. 5 weeks later I got a reply saying that although the package was with TUI the flights were with Easy Jet and that I should contact them for the refund. 

EasyJet have said that I am due a refund and that they have processed it back to the account the payment came from. They asked for the last 4 digits of my credit card and have said that it is not the account they have on record. They have told me to go back to the ‘Travel Agent’ I booked through. 

Feel like I am going round in circles. Can anyone kindly tell me who is responsible for the refund. 

Many thanks. 

Alan_Bowen

If the agent, or TUI which may be the agent anyay, paid for the ticket, they will be the ones collecting the refund, they should have known that from day one which suggests the staff needsome extra training, and you should go back to them for the small refund

J_B

We had flights (only) booked - outbound with EJ and return with TUI

I had to cancel and got a medical certificate

Phoned EJ and they refunded APD but refused to issue any paperwork. They didn't ask for a card No (IIRC)

Phoned TUI, emailed a copy of medical - they issued a full refund immediately!

junebaby

UPDATE

Finally received APD from TUI for a holiday cancelled in September. Finally got through to TUI who on investigation had received the refund from EasyJet. 

When pressed they all but admitted that if I had not chased it they would never have refunded it.  Only a small amount £46 but it’s the principle. Said I was very unhappy and wanted to raise a complaint. They rang back and are sending me a £100 holiday voucher. 

Thank you to Alan Bowen and JB for replying to my question.