TUI Mis Quote

-sarah-_2

Hi,

Can anyone advise my rights concerning the following - 

I contacted TUI via web chat as I desperately need to amend my package holiday to fly out 2 days later.

The lady I spoke to advised there would be a £50pp admin fee, she quoted me a 10 night and a 14 night night holiday on the new departure date including the admin fee.

I opted for the 10 night holiday, she went away to confirm the new holiday.

After a few minutes she advised me that the fee was not £50pp but actually 30% of my holiday cost (around £2600), due to me being 67 days prior to travel. 

Obviously I was extremely annoyed and asked her to honour what she had quoted as the error was hers and she should have checked this vital information before advising any costs, she was extremely rude and unhelpful. I asked on several occasions to speak with a manager, these requests were denied. She abruptly ended the chat.

My question is - I have the chat manuscript confirming she misquoted me 3 times. Is there anything I can do ?

I am trying to escalate the issue with TUI but getting nowhere.

Many Thanks.

MeteredOut

Legally, you have very little (if any) ground for TUI to honour the mistake.

Best bet: keep complaining and hope to get some sort of gesture of goodwill. But, as you are finding, that will be a hard battle.

Mark_d

The lady made a mistake in the advice she initially gave you however you have not lost out in any way as a result of this.  The cost you are incurring (around £2.6k) is the correct cost for your request to change the dates of your holiday.

eskbanker

-sarah-_2 said:

The lady I spoke to advised there would be a £50pp admin fee, she quoted me a 10 night and a 14 night night holiday on the new departure date including the admin fee.

I opted for the 10 night holiday, she went away to confirm the new holiday.

After a few minutes she advised me that the fee was not £50pp but actually 30% of my holiday cost (around £2600), due to me being 67 days prior to travel.

Sounds like simple human error but it's all clearly laid out in their Ts & Cs that a change less than 70 days before travel is treated as a cancellation and incurs a 30% charge between 63 and 69 days:

https://www.tui.co.uk/destinations/booking/tandc?ptype=PDP

Obviously she should have spotted this earlier but if the mistake had only been noticed after she'd confirmed then you might have had more of a leg to stand on.