Cancelled Holiday

AdamBurbridge

Hi, looking for advice. Booked a holiday with TUI for 4 adults 2 children. Leaving 18/05 - Return 29/05
Paid using credit card.
On the 15/06 my DD (3yo) woke up with a rash, and we suspected chicken pox. We rang the GP and they advised that they wouldn't be able to see us, but the local pharmacist can diagnose and identify whether we are able to fly. We went to the pharmacist. Because it was relatively new rash, she wasnt 100% but advised we returned the next day to confirm.
16/06 - We woke up and the blistery spots had developed, so we were pretty sure it was chicken pox at this stage. I rang TUI to request advise. They said (1) go to a medical professional and get a positive diagnosis and a letter confirming, (2) then ring travel insurance. (3) if no help there, then ring TUI back and see what the options are. They confirmed THERE ARE OPTIONS

So we spoke to pharmacist, went in (same pharmacist as the day before) and she confirmed it was chicken pox, and identified we would not be able to fly, as we were still contagious. I got a confirmation letter from her.

I rang the travel insurance company (Post office), and they didnt want to discuss it and sent me to a link i had to start to make a claim for. one question was what is the cancellation invoice, which i didn't have. So i couldnt even see if i was eligible for a claim before cancelling.

So i rang TUI, they advised the only option i had was to cancel. There was no other options because i had travel insurance. Without knowing if i was elligible, it was a risk that i had to take. There was no facility to re-arrange for a later date. Quite simply i didnt want to cancel my holiday, i didnt want to claim on insurance, as it should be an absolute last option. Ive never claimed on any insurance in my life, mobile phone / car / home etc. even when i possibly could. The only option i had to cancel. I was pressured into cancelling. I got the necessary cancellation invoice, and finished off the claim.

As part of the claim to post office, i sent the original booking letter, the letter from the pharmicist, and the cancellation invoice, which were the pre-requisite documentation required for the claim. To be honest i didnt go into huge detail about the time frame, around the back and forth discussions with the GP / pharmacist etc, as i thought the letter was self explanatory.

But the claim was rejected on the basis, "i didnt seek medical advise before cancelling holdiay" Ive since responded in further detail, expanding on the time scales, advising of the discussions and processes i went through.

Im hoping for a better more positive response in the meantime. But has anyone else been through this? Any advise on how i can get a better outcome? Something i havent considered / thought about? 

Ive wrote an email to TUI to formally complain, not sure if its a legit email address they give me it when i was on the call, as i had to ring up and request it, and even the girl i spoke to didnt seem convinced {compliance@tui.com}. There was nothing on the website.

Sorry for the long message, ive tried to stick to being to the point and factual.

Thanks, have a great day,

Adam

TadleyBaggie

Dates are confusing, You state holiday starts 18/05 (tomorrow) but then all subsequent dates are xx/06, I.e. June. So is this a claim from last year?

Boat_to_Bolivia

Why do you not want to claim on your travel insurance?

That is what it is there for?

Voyager2002

As part of the claim to post office, i sent the original booking letter, the letter from the pharmicist, and the cancellation invoice, which were the pre-requisite documentation required for the claim. To be honest i didnt go into huge detail about the time frame, around the back and forth discussions with the GP / pharmacist etc, as i thought the letter was self explanatory.

But the claim was rejected on the basis, "i didnt seek medical advise before cancelling holdiay" Ive since responded in further detail, expanding on the time scales, advising of the discussions and processes i went through.

Your post is a little confusing. What seems clear is that shortly before your holiday your family became medically unfit for flying; you cancelled; and your travel insurance has bizarrely declined your claim. So you should follow their formal complaints process and if necessary escalate to the Ombudsman service. I suggest that you see a GP as soon as possible and try to get a letter from your GP confirming that you should not have travelled on the date of your departure.

You confuse readers by complaining about TUI. I think that you are unhappy because someone mentioned that usually there are options to defer holidays (without checking your particular situation), but when sought specific details you were told that the only option was cancellation. Presumably this is because the illness was just before the departure date: options are available a few months before the departure that are not available at the last minute. It looks as if TUI have done nothing wrong, and you should concentrate on the insurance.

Westin

Also slightly confused by some of the information in your post but from what I can make out, TUI are following the process.  If you can’t travel and need to make a claim against your travel insurance then you would need a cancellation invoice. That can only be issued when either you can’t travel or once travel date passes and you request confirmation that you did not travel. 

At such a late stage it would be classed as a cancellation (and later rebooking if you then desired).

Not sure why you are suggesting blame lays with TUI. 

I would recontact your travel insurer and establish if the letter from the pharmacist was insufficient proof of your inability to travel.

TELLIT01

As others have said, TUI have done nothing wrong.  There is no automatic entitlement to a refund because you are unable to travel for any reason.  That is what travel insurance is there for.  You need to clarify the reason the insurer has declined the claim.

sheramber

The insurance company may not recognise the pharmacist as qualified to give  the medical advice need for your policy.

Does the  policy  document state that you must have a medical certificate from a doctor?

AdamBurbridge

TadleyBaggie said:

Dates are confusing, You state holiday starts 18/05 (tomorrow) but then all subsequent dates are xx/06, I.e. June. So is this a claim from last year?

Apologies, all dates should be xx/05

AdamBurbridge

Boat_to_Bolivia said:

Why do you not want to claim on your travel insurance?

That is what it is there for?

Because i think the insurance and claim culture that has developed drives up consumer prices unfairly for everyone else. It should be the last route, not the first route.

AdamBurbridge

Voyager2002 said:

As part of the claim to post office, i sent the original booking letter, the letter from the pharmicist, and the cancellation invoice, which were the pre-requisite documentation required for the claim. To be honest i didnt go into huge detail about the time frame, around the back and forth discussions with the GP / pharmacist etc, as i thought the letter was self explanatory.

But the claim was rejected on the basis, "i didnt seek medical advise before cancelling holdiay" Ive since responded in further detail, expanding on the time scales, advising of the discussions and processes i went through.

Your post is a little confusing. What seems clear is that shortly before your holiday your family became medically unfit for flying; you cancelled; and your travel insurance has bizarrely declined your claim. So you should follow their formal complaints process and if necessary escalate to the Ombudsman service. I suggest that you see a GP as soon as possible and try to get a letter from your GP confirming that you should not have travelled on the date of your departure.

You confuse readers by complaining about TUI. I think that you are unhappy because someone mentioned that usually there are options to defer holidays (without checking your particular situation), but when sought specific details you were told that the only option was cancellation. Presumably this is because the illness was just before the departure date: options are available a few months before the departure that are not available at the last minute. It looks as if TUI have done nothing wrong, and you should concentrate on the insurance.

When we rang the GP and spoke it through with them, the GP refused to see us, stating these things are dealt with at walk in services at the pharmacy. They are qualified to diagnose chicken pox and confirm whether we are able to fly or not.

Bradden

AdamBurbridge said:

Boat_to_Bolivia said:

Why do you not want to claim on your travel insurance?

That is what it is there for?

Because i think the insurance and claim culture that has developed drives up consumer prices unfairly for everyone else. It should be the last route, not the first route.

Would claiming from the airline directly not also drive up prices folllowing your reasoning?