TUI & Scotrail - compliment.

Korkyb
Korkyb Posts: 623
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edited 24 January at 8:15AM in Praise, vent & warnings
I was due to fly out on a package holiday with TUI recently with the journey to & from the airport being by rail.

Unfortunately my elderly father in laws health deteriorated in the weeks prior to the date of the holiday leading us to make the decision not to travel just 3 days before the holiday. (he sadly died on the day we would have flown out).

I do have annual travel insurance through my bank and contacted them (as soon as we made the decision not to travel / before his death) and was informed that they wouldn't cover us because my father in laws condition pre existed the booking of the holiday (he was in his mid 80's).


TUI

I contacted TUI to inform them that we wouldn't be travelling and was surprised when TUI advised me that they would use their "exceptions policy" and the funds paid towards the holiday would be made available to use against any other TUI holiday as long as I booked the next holiday within 6 months.

I have now booked another holiday with TUI with the cost of the initial holiday being taken off the cost of the new one (which is to a different country). The process was simple & hassle free.


Scotrail

The rail tickets cost around £150 and were advance saver tickets the conditions of which mean no refunds or cancellation.

I called and explained the situation to Scotrail (we hadn't collected the tickets at this point) - Scotrail refunded us the cost of the tickets minus a £10 admin fee.


After speaking with the travel insurance company I had resigned myself to losing a hefty chunk of money so would like to highlight that both the above companies made a crappy situation a bit less crappy.

Thanks to both.



Was it really "everybody" that was Kung Fu fighting ???

Comments

  • Murphybear
    Murphybear Posts: 7,248
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    Korkyb said:
    I was due to fly out on a package holiday with TUI recently with the journey to & from the airport being by rail.

    Unfortunately my elderly father in laws health deteriorated in the weeks prior to the date of the holiday leading us to make the decision not to travel just 3 days before the holiday. (he sadly died on the day we would have flown out).

    I do have annual travel insurance through my bank and contacted them (as soon as we made the decision not to travel / before his death) and was informed that they wouldn't cover us because my father in laws condition pre existed the booking of the holiday (he was in his mid 80's).


    TUI

    I contacted TUI to inform them that we wouldn't be travelling and was surprised when TUI advised me that they would use their "exceptions policy" and the funds paid towards the holiday would be made available to use against any other TUI holiday as long as I booked the next holiday within 6 months.

    I have now booked another holiday with TUI with the cost of the initial holiday being taken off the cost of the new one (which is to a different country). The process was simple & hassle free.


    Scotrail

    The rail tickets cost around £150 and were advance saver tickets the conditions of which mean no refunds or cancellation.

    I called and explained the situation to Scotrail (we hadn't collected the tickets at this point) - Scotrail refunded us the cost of the tickets minus a £10 admin fee.


    After speaking with the travel insurance company I had resigned myself to losing a hefty chunk of money so would like to highlight that both the above companies made a crappy situation a bit less crappy.

    Thanks to both.



    It’s good to see that some companies make exceptions to their “no refund” t + c s on compassionate grounds :)
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