TUI - Charging for cancellation rather than amendment

Erin2101

We booked a wedding/holiday package with TUI. Part of the wedding package was if so many guests stay at the hotel then the basic wedding package is free. We paid all money to TUI, we then had people book onto the wedding which meant we were entitled to the free package.

I emailed the weddings team who said that was all ok, and they would refund the full £900 but we would have to pay a £50 fee. After agreeing to this, they then emailed saying that we would only be entitled to half of the £900, as the wedding was 48 days away and that was there T&C's.
We then asked for an explanation, to which they said that it is classed as a cancellation, even though they had already stated they were 'amending' the booking. Off the back of this I questioned them as to whether they will send me a new booking reference as if you cancel something and rebook it, then a new reference would be generated. 
They went on to say that they're not officially cancelling it and they are amending it, but class it as a cancellation. 

I feel like considering the confirmation of the change says 'confirmation of amendment' in the emails and they have said themselves that they do not officially cancel it, TUI should go by the 'amendment' policy which entitles us to the full price rather than the cancellation policy, am I right to think this ? 

I have spoke to numerous people from TUI who will not explain the rationale nor listen, and they also refuse to put me through to management.

eskbanker

Erin2101 said:

they then emailed saying that we would only be entitled to half of the £900, as the wedding was 48 days away and that was there T&C's

Can you share what their Ts & Cs say about this?

Erin2101

They said that the T&C's were the same as a holiday package as the wedding was part of our holiday package we booked. The T&C's for an amendment says if there is no change to dates, flights or hotel then it is a full refund however if it is a cancellation it's 50%. Our confirmation of the change says 'booking amendment' so I feel like they should go by the amendments policy

NoodleDoodleMan

Did you book online ?

Are you anywhere near a TUI store for a convenient visit ?

A face to face meeting with a member of staff is the best way to get full clarity on what's not being agreed.

eskbanker

But surely there must be dedicated terms applicable to the specific offer of waiving the wedding cost if sufficient guests book?  It wouldn't seem to relate to an amendment or a cancellation as such but simply a financial adjustment envisaged at the time of the booking, but it's certainly not unreasonable for you to expect sight of any Ts & Cs they say they're relying on....