Package holiday compensation

dkpgal

Hi, i booked a package holiday with TUI and prior to boarding at 6.00am flight, we were informed that there was a problem with the plane and the flight would be delayed. After a 12 hour delay TUI managed to get another plane and we eventually departed at 18.00. TUI have informed me that i can claim back compensation for the delayed flight, but can anyone advise if i can claim for missing part of my holiday? Some articles i have read say that "if a company has made a 'significant change' to your package holiday you don't have to accept it and that i can ask for a full refund. It's unclear whether i can ask for a full refund even though i departed 12 hours later. 

I also prebooked and paid for a taxi transfer from the airport to the hotel, but the taxi transfer didn't arrive on my return journey from the hotel to the airport. I ended up paying for another taxi and kept the receipt. 

My questions are (i) Is it possible to claim for a full refund or part refund for missing part of my holiday, plus 1 x taxi transfer in addition the compensation for my flight (ii) if so, is this both pursued through TUI or my travel insurance? 

Many thanks in advance 

la531983

You cant ask for a full refund if you then went on the holiday lol.

Neil49

Whenever we have had a taxi transfer booked we have had to confirm the time of pickup the previous day. 

Did you do this? They could have turned up at your hotel, found no one waiting for them and driven off. 

elsien

Refund is if an element of the package  fails and you are not able to go. 

Any compensation for delays to  your holiday would be via your insurance if that is covered In your policy. Airlines  don’t  pay for consequential loss. And it is only 12 hours, let’s be honest you would probably have been asleep for half of that.

Was your taxi booked with Tui or did you do it yourself via a third-party?  That is a separate issue to the any flight delay and you need to take it up with whoever you booked it with.

dkpgal

Neil49 said:

Whenever we have had a taxi transfer booked we have had to confirm the time of pickup the previous day. 

Did you do this? They could have turned up at your hotel, found no one waiting for them and driven off. 

Hi, yes, i received a text message to advise the time of pickup. I checked out of the hotel and was waiting in the hotel lobby for 30 min prior to pick up time. 20 min after pickup time, i asked reception to book a taxi as i would have missed my return flight. 

Westin

dkpgal said:

Hi, i booked a package holiday with TUI and prior to boarding at 6.00am flight, we were informed that there was a problem with the plane and the flight would be delayed. After a 12 hour delay TUI managed to get another plane and we eventually departed at 18.00. TUI have informed me that i can claim back compensation for the delayed flight, but can anyone advise if i can claim for missing part of my holiday? Some articles i have read say that "if a company has made a 'significant change' to your package holiday you don't have to accept it and that i can ask for a full refund. It's unclear whether i can ask for a full refund even though i departed 12 hours later. 

I also prebooked and paid for a taxi transfer from the airport to the hotel, but the taxi transfer didn't arrive on my return journey from the hotel to the airport. I ended up paying for another taxi and kept the receipt. 

My questions are (i) Is it possible to claim for a full refund or part refund for missing part of my holiday, plus 1 x taxi transfer in addition the compensation for my flight (ii) if so, is this both pursued through TUI or my travel insurance? 

Many thanks in advance 

To the first highlighted question - this really refers to changes before your holiday. For example if TUI changed your flight before departure day to say fly from Bristol instead of Manchester, or a flight departure changed in advance from 06:00 to 18:15. 

(i) No, not really. You were delayed.  You may of missed a meal at the hotel but I expect TUI Airlines also gave you a meal voucher.   If the taxi did not collect you after your holiday at the hotel, and this was booked via TUI, then you can enquire and possibly claim.   
(ii) Your travel insurance may cover you for a delayed departure. Often just a small token amount (£10-£20). Check your policy for details.   You would apply to TUI Airlines for EU261/UK261 if applicable.

dkpgal

elsien said:

Refund is if an element of the package  fails and you are not able to go. 

Any compensation for delays to  your holiday would be via your insurance if that is covered In your policy. Airlines  don’t  pay for consequential loss. And it is only 12 hours, let’s be honest you would probably have been asleep for half of that.

Was your taxi booked with Tui or did you do it yourself via a third-party?  That is a separate issue to the any flight delay and you need to take it up with whoever you booked it with.

Thanks, this didn't seem right to me either, but other passengers were saying different due to the delay being 12 hours or more. The taxi was prebooked with TUI as part of the package, so i'll take it up with them and i have a receipt for the additional cost. 

NoodleDoodleMan

A very good friend of mine had to invoke an E261/2004 claim a few years ago for a delayed flight of over 6 hours from Tenerife to Manchester.

He received the maximum €600 - the airline being responsible for the delay. That was for the return flight element of his holiday package, having had the two weeks in the hotel.

That would be a best case scenario in respect of compensation.

You really need to check the legislation for specifics.

As for the taxi issue - if you booked it yourself you're responsible for pursuing redress.

I'm not au fais with the exact dynamics of official compensation in this scenario - but I doubt you can accept it and also claim from TUI for missed aspects of the holiday.

That appears to be a have your cake and eat it deal - happy to be corrected on that of course.

Grumpy_chap

There are two separate things here and they are unrelated so do not mix them into on.

The flight delay is subject to UK261/EU261 compensation.  It seems as though TUI accept that to be the case.  There is nothing extra for missing the hours at the resort.

The return transfer failed.  You got a taxi instead.  The taxi might be claimable from TUI.  Did you simply ask the hotel to book the taxi, or via the TUI rep?  It could make a difference as the TUI rep might have been able to check whether the mini-bus transfer was just a minute away, or agree that the taxi was required.

There is another recent thread which discusses refunds for the taxi when the return transfer failed:
https://forums.moneysavingexpert.com/discussion/6542219/package-holiday#latest

Ganga

Grumpy_chap said:

There are two separate things here and they are unrelated so do not mix them into on.

The flight delay is subject to UK261/EU261 compensation.  It seems as though TUI accept that to be the case.  There is nothing extra for missing the hours at the resort.

The return transfer failed.  You got a taxi instead.  The taxi might be claimable from TUI.  Did you simply ask the hotel to book the taxi, or via the TUI rep?  It could make a difference as the TUI rep might have been able to check whether the mini-bus transfer was just a minute away, or agree that the taxi was required.

There is another recent thread which discusses refunds for the taxi when the return transfer failed:
https://forums.moneysavingexpert.com/discussion/6542219/package-holiday#latest

The customer pre paid for a taxi transfer with TUI instead of a bus transfer ,the paid for taxi failed to turn up for the return journey so i think that TUI will be responsible for the cost of the taxi that the customer booked to get to the airport.