Holiday cancelled

Oaks79

Hello

I booked a no deposit holiday with TUI back in June for next September, I've been keeping up with direct debits until last couple months. I rang them and asked if I could miss some payments and catch up before the last month which is May 2024, they said it's fine as long as the full total is paid 8 weeks before departure. 

On the 7th of November I rang them to change bank account details that the direct debit would come from, I asked the agent if everything was ok etc he said it was and even put down request for adjoining rooms, I received an email confirming amendment and new direct debit agreement. 
Well today (10/11/23) I received an email saying my holiday has been cancelled with no reason explaining why. 
So I ring them to be told the financial team has cancelled the holiday because of the cancelled direct debit and if I wanted to reinstate the booking I would have pay £50 per head on the spot, I didn't have the £450 to pay them so they said there is nothing they can do. 

I've checked their no deposit page and it clearly says on the step 4 that if a direct debit is cancelled the full total would need to be paid 12 weeks before departure, well I've got more than 12 weeks. 
Their direct debit t&c say the same thing.

I've lost £1,344 and a holiday 

silvercar

Point out the t&c to them and ask them to reinstate or show you where in the t&c it says that a cancelled DD cancels the holiday.

IvanOpinion

I would suggest lodging a formal complaint and demand that they reinstate your holiday at no additional cost. From what you say it sounds like they have made a mistake at their end.

HampshireH

Go in store / phone them back and for them to explain which clause in which terms and conditions their stance applies to and where they can be found. Don't end the call until you are looking at the same alleged terms they are.

Then argue it based on the terms and conditions you received stressing you have a change of bank and NOT a cancellation of the holiday.

Then put a complaint in if you get nowhere as you will by then know what terms and conditions they are referring to.



"Step 4 - Make your final payment

Everything needs to be paid off before your departure date comes around. If you’re paying by Direct Debit, you'll make your final payment 8 weeks before you depart. If the Direct Debit is cancelled, you'll need to pay the final payment 12 weeks before departure."

"£0 deposit by Direct Debit - *£0 deposit applies to selected new TUI bookings which are 26 weeks or greater from departure when paying by Direct Debit instalments and excludes accommodation-only, flight-only bookings and packages booked with a third party flight. Valid on holidays departing up until 31st October 2024. A minimum of 3 Direct Debit payments are required. If you cancel your holiday you still have to pay the full deposit. The full deposit amounts are £200pp for short and mid haul beach, and £250pp for long haul beach. Direct Debit payment is available for online booking only. 

All the flights and flight-inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk. TUI is a trading name of TUI UK Limited, a member of the TUI Group. Registered office: Wigmore House, Wigmore Lane, Luton, Bedfordshire, LU2 9TN. Registered in England No: 2830117. ATOL 2524, ABTA V5126."

Bicycleman22

Who you speak to will make all the difference. Try and speak to a manager if you get nowhere go to the next manager up. This could be dealt with in a few minutes if you speak to right person.

NoodleDoodleMan

If possible you should go to a "High Street" store and speak with a TUI person face to face - much better than chasing down somebody by 'phone.

Pollycat

NoodleDoodleMan said:

If possible you should go to a "High Street" store and speak with a TUI person face to face - much better than chasing down somebody by 'phone.

Good suggestion.
TUI website says:

Pop in to one of our TUI Stores and let our Travel Experts help tailor-make your perfect getaway.

Whether you’ve already booked online or in store and need a helping hand, or you’re thinking about your next holiday, our in-the-know Travel Experts are on hand to lend their expertise and take the hassle out of planning your trip.

Avoid the queues by phoning or emailing your local store to book an appointment.

NoodleDoodleMan

I've never experienced a queue of any significance in TUI shores - however if you can conveniently make an appointment, why not ?