TUI COMPLAINT EMAIL ADDRESS PLEASE?

NORFOLKBART

Hi all, first post.

We have just had to cancel our holiday to Lido De Jesolo with TUI, which was booked for late September/early October. I found out yesterday (whilst trying to book airport parking) that the outbound flight (with Easyjet) had been changed from a departure time of 12:55 pm to 6:30 a.m......and the inbound had been cancelled completely! 
I rang TUI, who had a record of the flight changes, although hadn't bothered to let us know and who also advised that the inbound had been changed to Gatwick!
To make matters worse....in looking into possibly arranging our own flights/booking with the hotel direct, I established from speaking to the hotel manager that they are closing on 30 September, so we wouldn't in any case have had accommodation for the last 3 days of our holiday!

We have now cancelled with TUI and they are processing a full refund, but I want to send them a formal complaint/request for compensation for the inconvenience/poor service etc. They will I guess argue that the changes are down to Easyjet, but our contract is of course with TUI.

Can anyone help and has anyone experienced something similar in dealing with TUI?

Thanks for reading!

DullGreyGuy

The problem is you are still months away from the holiday and ultimately TUI will deal with matters in order of priority which inevitably means those with more immediate travel being impacted by strikes, cancellations etc.

For airlines, they only have to give compensation for cancellations within 14 days of the flight and so yes your contract is with TUI but you are far too distant from the flight to be entitled to anything.

Westin

I would concur with DullGreyGuy. 

I think a full refund is likely the only outcome you will get.

bagand96

TUI Terms & Conditions set out compensation due if they change or cancel your holiday.

More than 84 days in advance it's £0 per person.

In any event the compensation would not be payable if the change/cancellation is due to circumstances beyond their control, which as you say they'd argue in this case. 

NoodleDoodleMan

If TUI were to offer compensation for inconvenience then they'd be bankrupt in quick time IMO.

They should have advised you soonest that the holiday would have to be cancelled due to the lack of a return flight - other than that, a full refund seems a reasonable outcome.

They are using other carriers, such as EasyJet, more and more - I would always seek to fly with TUI airline if booking one of their packages.

For example, there is a hotel in Nerja that we like - TUI offer it from GLA several days a week with EasyJet as the default carrier - you have to look into the deals to find that there is an alternative TUI flight to Malaga that operates Thursday only.

The EasyJet deal flags up cheaper at first - but they do not include hold luggage.

By the time that is added on the TUI Thursday prices are much the same.

I've also found the same hotel on offer with TUI using different carriers outwards and return - BA feature in that scenario.

NORFOLKBART

Thanks everyone for the replies.....pretty much as I thought but worth the ask.

We've put Venice on hold until next year.....and have booked a week in Croatia with Jet2 instead

NoodleDoodleMan

Jet2 are now our preferred choice, ahead of TUI, if they offer the accommodation that we wish to book from a convenient airport.

Enjoy Croatia.