TUI - Website - Manage My Booking - Travel Documents [+ early check-in via "Flight Extras"]

person1804

Issues:
* 1.5 days spread over a week wasted attempting to get TUI to fix this (no apology; no written acknowledgement)
* Website refusing to accept correctly entered travel document (i.e. passport) details
* After 2-3 hours TUI manager acknowledged website is broken; they are trying to fix & provide work-arounds and keep claiming it is fine at the same time
* Key aspect is deadline presented for entering details remains (clock is literally on website screen ticking); no acknowledgement on websites ("Manage My Booking" & "Flight Extras") of the issues
* Suspected cause is one of the group of 4 is 16 years old: he is listed, separately, as "Mr" and "Master": the "Manage My Booking" system is seeking passport details for 5 instead of 4 people
* However, the "Flight Extras" website, when used instead on TUI verbal (by phone) recommendation, is seeking details for the correct number of passports (4) but showing error "1347 Invalid PaxType"
* The flights are now less than a week a way and having been told last Thursday it would all be fine by the end of last Friday; today I was told to wait 72 hours (i.e. in business days, I was asked to wait until the day before we are due to leave: until after the on-screen deadline!)

Complaints cannot be made, let alone escalated until the holiday has begun. TUI lock that system out.

At present, I am not sure whether we'll get rejected at the airport let alone be rejected when we reach our destination. We do have a printed booking confirmation but not the key security cross-check details: passports (at least not as far as TUI's website is showing me!).

The front line phone staff have been *wincingly* positive (and deserve whatever they are paid); but are essentially seem to be being briefed to cover up for the issues and do the liability avoidance tactic around being "sorry you feel this situation is unacceptable" rather than acknowledging it clearly is unacceptable.

N.b. For any looking up old debates on passports and those aged between 16 and 18, you can (per gov.uk) use your child passport until it expires, even if you’re over 18: https /www.gov.uk/apply-first-adult-passport  

Anyone else having similar issues with TUI websites this summer?

Westin

If this is just about not being able to provide Advance Passenger Information (API) prior to travel, don’t fret- just have them collect the required information at airport check-in.

chapea

We nearly always have trouble with the API when going to USA with tui  Doesn’t happen when flying to another destination with them or another carrier.  

Won’t let us check in online if the error comes up but manage to check in at the airport no problem. Has happened about 6 times now. Don’t even bother inging them up anymore