Does anybody know how to contact Tui

Akeyface

Hi, I used the online form on Tui website for flight delay compensation and they came back to me saying couldn't process the claim but I can't reply to their email as it just says msg. undeliverable and the phone number directs you to the website, they obviously don't want to be contacted unless you're booking a holiday or telling them how great they are, does anybody know how I can get hold these people??  Thanks

eskbanker

Akeyface said:

they came back to me saying couldn't process the claim

Do you mean that they rejected it or just that there was missing information, etc, that's needed to take it further?

Companies that are difficult to contact by phone will sometimes pay attention to posts on their social media channels, so that might be worth a try?

Akeyface

Hiya, they haven't rejected my claim they've just been sending me round in circles with their online forms and automated phone system. I couldn't explain the situation on the Tui website form I first filled out as it didn't allow any space for it.

Basically we were rescheduled onto another flight (probably due to overbooking as the original flight still took off) a week before departure and we were due to land two and a half hours later than the original booking but the rescheduled flight was delayed a further two hours due to a technical fault, so we had a total delay of over fours hours from the original booking time

I put the original flight number into their online form and I received an email saying they were unable to process the claim currently and gave a list of reasons, I expect it was because the original flight was less then 3 hours delayed so no justifiable claim. I replied to that email but it kept coming back as undeliverable.

I then rang Tui and the automated voice said go to tui.co.uk/aftertravel and fill in another form, which I did, and this gave me a  space to explain the situation.

I then received another email saying they'd reviewed the claim (they hadn't rejected it) and directed me back to the original flight delay form to fill in again but luckily there was also an email address given (Claims.flightdelay@tui.co.uk) which I have now sent a letter too explaining what happened and I'm waiting to hear back.

Hopefully this will break through the automated process and allow a real person to look at my claim and respond to me.

eskbanker

Akeyface said:

Basically we were rescheduled onto another flight (probably due to overbooking as the original flight still took off) a week before departure and we were due to land two and a half hours later than the original booking but the rescheduled flight was delayed a further two hours due to a technical fault, so we had a total delay of over fours hours from the original booking time

It'll be interesting to see their response - I can see why you'd argue that you'd be due compensation for an actual arrival time four hours after that of your original booking, but can also see the counter-argument that you were rebooked in advance onto a different flight, which arrived less than three hours late.  Are you basing your claim on any precedent case or suchlike?

Akeyface

I haven't found any precedence and my initial thought also was they would claim the rescheduled flight was less than 3 hours late. It does seem to be a bit of a grey area with this scenario but my stance is we were delayed over four hours from the original booking else airlines could potentially reschedule (cancel) flights for 4 hours or more and claim the rescheduled flight arrived on time (assuming no delay) and therefore not be liable for any compensation. I'll post their response if I get one

TheLastMongoose

Have you had any response? I emailed the flight delay email address on 02/10, received no reply an emailed again on 27/11 and have still received no reply so am wondering if you are doing any better!?

Akeyface

I've heard nothing, I think they said allow 28 days to respond on one of their web pages, I will pursue it further at the end of the month if I've still not heard from them. I looked at using Resolver initially but they didn't seem to be able to help much with TUI other than provide a template letter so I will look through the CAA website to see if they can help escalate the claim

Akeyface

Update to my post - TUI rang me and said I had to resubmit the form using the flight number of the plane we boarded and not the original number when we booked the holiday, the claims team could then see the history, I did this and they got back to me pretty quickly agreeing with my claim for a 4 hour flight delay, the money is now in the bank so we're happy, can't complain with the outcome