TUI Holiday Cancellation - Does this make sense?

BlueZephyr

Is this right?

We (family of 4) are due to go on holiday with my mum and older brother.  We dont normally do package holidays but with my Mum being elderly and my borther autisic we went all exclusive with TUI.

Sadly my brother has been in hospial and they are advising he doesnt fly. We have put support in for him and decided to go as a group of 5.  We leave on Wednesday.

I have just called TUI to cancel him and they have asked for £1350 to do so. They said this 'maybe' covered by his insurence, and it looks like £1000 of it will be. She said there was no refund for him not coming. Therefore I pointed out that is was cheaper for me not to cancel him but just not show up with him....she said I coudn't do that.....Im totally baffled - does this seem normal?

lisyloo

Have you asked TUI why you have to pay this if he isn't going?

Is the condition your brother is in hospital for a new condition? or if an existing condition was it declared to the insurance?
Is there anyone who could travel in his place?

daveyjp

From Ts and Cs.

"If your change means fewer adults travel, and your holiday price is based upon the number of adults, we’ll recalculate the total price and the price per person may go up. This extra price isn’t a termination fee. You will also need to pay the appropriate proportion of the termination fee for the adult who has cancelled. See “If you Cancel Your Holiday”."

la531983

It does seem rather silly, if the holiday is paid in full, they aren't asking for a refund and one less person appears at check in, what odds does it make to TUI or the hotel? 

bagand96

As others have said per their T&C's they will re-price the holiday based on the new amount of adults, and most companies will reprice it at today's price rather than when you booked.

You'll be fine turning up without him.  If it's mentioned at check-in just say he fell ill at short notice.  Note if you intend claiming on insurance they will either want a cancellation invoice for your brother, or at least a no-show certificate from TUI to prove he didn't travel.  Not sure if there'll be notes on your booking now and whether that will cause issues with getting a no-show certificate.

NoodleDoodleMan

There should be no problem with a no show - TUI have been paid for the holiday so it'll make no difference to them.

I remember talking to a TUI senior cabin crew member a few years ago, apparently failure to turn up is a relatively common situation. 

Also, sometimes one member in a party returns early with another airline - the result of a falling out - or a couple who robustly request to sit apart on their return flight after a break in diplomatic relations on holiday.

BlueZephyr

Thanks everyone for your comments - unfortuently he has got worse so been disracted with that - today we gave the holiday to another group - £25 per name change!!