How to contact TUI about complaint?

don9999

Won't go in to too many details.

* Spent £1,000 on an excursion for 5 people in Mexico. 
* Coach didn't turn up for us.  Hours of phone calls later, and agreed to get taxi and be reimbursed.
* They dealt with it as a complaint, and sent out an email with link to claim £45 reimbursement.
* Due to being caught up in Hurricane Beryl, I was unable to deal with email within the 72 hours before link expired.  Email says if expired contact them.  But they provide NO way of contacting them!

* I raised 'another' TUI complaint with two points in it
    *  First explaining that the previous complaint's email link had expired and needed it refreshed
    *  Second, claiming compensation as we were 2 hours late for an 8 hour excursion - it had cost us £1,000 and we had missed 25% of it!   (It was clearly THEIR fault - I had a confirmation of the booking, but I discovered that the provider had never been passed our details by TUI ! )

* They replied to both points in this second complaint

* Each reply was an IDENTICALSTANDARD reply of the form '...we're sorry...we will pass on your feedback....feedback is appreciated.....'  And they have marked the complaint as CLOSED.

* They clearly didn't even READ the complaints!  I was NOT providing feedback!  I was a) asking for a new link to get my £45 back, and b) seeking additional compensation for the significantly curtailed excursion.

What else can I do to follow up further....?
The ORIGINAL complaint (that sent out the email link for £45 reimbursement) states that it will expire in 14 days.  In the TUI app, it is marked as 'Action Required'.  But 'I' can NOT action it!  I can't add any comment to the complaint.  I cannot use the link in the email they sent !  And I cannot contact them in any way to tell them the link has expired !

I have tried calling them on 0203 451 2688, but it is just an automated system that directs you to raising a complaint.........

Resolver don't provide a way of complaining to TUI.

What can I do next?

Do I WRITE to TUI?
Do I raise a complaint with ABTA?

LinLui

They don't like this email getting out. Oops....directorsescalationteam@tui.co.uk 

I have got results when I contacted them.

Westin

Was this excursion pre-booked with the package holiday, or booked when in resort?

If the latter your excursion voucher/confirmation probably indicates the name of the local supplier/agent and that this exclusion was a direct arrangement between you and that supplier.

don9999

Hmmm.....  Excursion was booked with the in-resort TUI rep.  So I believe my contract is with TUI, and not the supplier.

TUI provide the booking details, tell me when I will be picked up etc...  and I pay TUI.   It is therefore TUI's responsibility to arrange the excursion with the supplier.  The fact that the supplier was not informed of the booking and hence did not arrive at 7.50am to pick us up is therefore TUI's fault!

FYI...I spent an hour trying to contact TUI Customer Services that morning to find out where the bus was - I was ultimately advised that they had missed me off their bus list.  I agreed with them them to get a taxi on the understanding that I would be recompensed for the cost.  I also requested confirmation that I would still have Park Tickets to collect at the park and that it was 'only' the bus list we had been missed off.  The TUI Customer Services person confirmed.  However, upon arrival at the park, they knew nothing about us!  Despite me being able to provide a TUI booking confirmation.  Another hour of calls to TUI Customer Services to get it sorted.  We finally entered the park at least 2 hours later than planned, and hence my 8 hour day had been reduced to just 6 hours.

This excursion had cost be £1,000 for the five of us.  So I am not talking about just a few pounds....

Westin

It sounds like a mix up and poor procedures from either the TUI Rep (who may actually be an employee of the Agent rather than TUI) or TUI's ground agent in Mexico.

The term in the TUI booking conditions regarding excursions does as I thought stipulate that the excursion is sold/organised via their agent rather than TUI.

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



Now that you are back off holiday the procedure for raising a complaint does change from when you are in resort on holiday.

This is a weblink to raise a complaint - https://www.tui.co.uk/destinations/contact-us/after-travel

don9999

Yes.  I don't know whether it was a procedural error by the TUI rep, or a TUI systems issue.

On the day of the booking, I received an email confirmation of the bookings, from a TUI email address.
For whatever reason, it appears that this was never pased to the supplier as they didn't know anything about us (hence did not pick us up, nor have tickets available for us at the park when we turned up).

The complaints I raised WERE made on the system you have indicated.
The first complaint effectively raised via the TUI rep, on one of my last days there.
The second complaint raised on my first day upon arriving home.

Both complaints continue to appear in my TUI app under 'Existing Complaints'.
The first shows as 'Action Required' but with NO WAY of me performing any action!
The second showing as 'CLOSED' despite them not addressing EITHER of the issues I raised with them.....

I have nbow emailed to the address provided by LinLui.
I received a confirmation of receipt of email, so will see what happens is response to that......

I'm not sure where else to go after that......
Raise 'another' complaint?
Take it to ABTA?

don9999

Thanks to LinLui !  :-)

Within a day or two of sending an email there, I had someone contact me to sort it out.
They immediately sent out a new link to claim my £45 back.  (He seemed to admit they knew they had an issues that there was no way to contact them when it doesn't work, but it begs the question WHY don't they fix it?)

The second issue - missing 25% of my excursion (costing £1,000) was a little harder...
At first he just apologised and said there was nothing he could do.
I persisted....he went away (to 'speak with someone senior') and he called back an hour later offering me £100 voucher as 'goodwill'.
Again, I persisted, explaining that I was out by at least £250 having lost time at my excursion, and all due to THEIR fault.  He upped the amount to £200.
I still said I was expecting at least £250, and he finally agreed to the £250!  Again as a 'goodwill gesture'
(Bear in mind that he initially offered NOTHING!)

Am I the ONLY person that is annoyed when compensation is given as 'goodwill'.....?
It was compensation!
THEY made a mistake that cost ME £250 (at least!).   They were simply returning me the £250.

IF they had offered 'another' £100, due to their errors, then THAT 'could' have been classed as GOODWILL.

Also a bit annoyed that it was given as a voucher, rather than cash.   But someone in the family will be able to use it over the next 18 months.

Thanks for the email LinLui.

(Don't suppose you have a similar email for O2 - have 'another' issue to resolve with 'them'.... :-(  )