Holiday cancellation - Help!

Charlotte_C

Good morning. I'm really hoping for some help, as I'm going out of my head with stress here. 😢 
We have a holiday (package) booked for 04/09/25 for a week. It was supposed to be something to look forward to after a horrible year of losing our dog and my daughter struggling with her mental health. Alas, it was not meant to be. 
Our other dog was recently diagnosed with a severe corneal ulcer and, as a result, needed emergency surgery that same day. Surgery went well but she now requires extensive aftercare, four times per day, plus regular appointments to check on her eye. We had an appointment yesterday and the vet specifically told us "this will be for at least the next three weeks", meaning it will continue after our booked holiday date of the 4th. 
He has kindly written us a letter, which states all of this and that our dog will require both of us to look after her for her aftercare (the drops require two people). 
I contacted Tui yesterday, who advised there is nothing they can do. I asked if we could amend the dates, to say a month's time, but was advised this would incur a 100% fee, so we'd lose everything. The advisor asked if I had insurance, which I do so said yes, and he told me "not to cancel the holiday but to wait until after the departure date and then call back and ask for a no show letter". I've tried Googling this, but can't understand how this would make any difference, as opposed to cancelling it now? 
I've checked my insurance documents and it doesn't say anything about covering unwell pets, sadly. Only "family members". To us, she is very much a family member, but I don't think this would hold up in a claim. 😢 
The stress of all of this, her surgery, being unwell, her medication schedule (which is full on!), and this holiday is making me unwell, to the point I am very anxious and stressed. I can't leave the house, because I can't leave her alone (she has to be sedated 3x daily because she is so bad with her drops, not even the vet could do them) and it's all just really getting me down. I know it sounds dramatic, but I honestly just want to cry. My main focus is getting our little girl better, but I feel so much pressure. Pressure on making sure she gets her meds, so she doesn't lose her eye, pressure from my husband because he is trying to work yet I need him to help me do her meds every 3 hours, and now financial pressure because we cannot afford to lose so much money on this holiday when it genuinely isn't our fault.
Again, I know it sounds dramatic, but I just feel so overwhelmed with it all. 
Does anyone have any advice, please? I need to phone our insurance today, but I know they're just going to say she's not a "family member" so we'll lose everything. 😢

TheNorthStar

That sounds dreadful, it is disappointing that Tui can't do better than a 100% fee, I very much doubt that the travel insurance company will do anything to help. Have you asked if Tui will allow you to transfer the names on the booking and what the fee would be for that, you might be able to recoup some of the money of the holiday by transferring it to friends or family who are willing to go on those dates. Very long shot but does pet insurance (if you have if) help in anyway? Being a no show at the airport will make no difference to the outcome.

soolin

Just a thought and assuming insurance won't cover this - which I think is likely, would the vet be able to suggest an animal hospital that could keep your dog as an inpatient whilst you are away? 

sheramber

When my friend was anxious about leaving her dog with her husband due to her ongoing treatment her vet advised that they could  look after , charging a fee of course.   

Brie

Who was going to look after your dog when you were going away?  Are they able to take on the care work needed??  Not on the same scale of things but we always used to have our neighbour feed and water the cats when we were away.  When one became diabetic the neighbour was quite happy to learn how to give the twice daily insulin injections that were required.

And - what airport are you flying from?  There are some strikes that will close some airports in September.  That will definitely require TUI to do something.

Westin

I also have doubts that your travel insurance would cover this eventuality but you need to read your policy cover and/or call the insurer.

With your departure date so close, TUI can only really follow standard terms regarding your cancellation and the penalties to do so.

There are a couple of Facebook groups which are used by people to post holidays they no longer can go on and try to resell. You might be able to recoup some of your money that way.

NoodleDoodleMan

Sadly it appears you are in a winless scenario here.

A no show at the airport will be considered a disinclination to travel for insurance purposes, they won't include an animal as a family member.

As above, your only recourse seems to be your dog taken into further specialised veterinary care - and that will be expensive, unless family/friend are willing to take on that responsibility - and that's a big ask.

sheramber

If you have pet insurance check the cover on it. 

Some cover holiday cancellation in certain circumstances.

Charlotte_C

Thank you to all for your advice and suggestions. It is greatly appreciated. 🙏🏻
She was originally staying with our pet sitter who we've used many times before, and trusted. However, when I spoke to her about this, the severity of it all and the importance of her drops, she made a comment which made me feel very worried and uneasy. Basically, she laughed when I said how long it takes each time, due to our dog being so anxious and frightened (and having to leave 5 minutes in between drops so they don't wash away) and she said "oh no, I wouldn't be having that. I just put mine into a headlock and get it done."
I told her the vet said that any pressure on the eye/skull would put her at risk of her eye rupturing and she said "oh, don't listen to them. That's ridiculous." 
So yeah, I just no longer feel comfortable with this.
I read through our insurance policy, and it's definitely not going to be covered. The word "person" is specifically used when referring to a family member. 
I'm absolutely gutted, obviously. Not even about the holiday, my main focus is on getting my dog better, but losing that amount of money is a hard pill to swallow.
I did try our pet insurance, but they don't cover holiday cancellation unfortunately. 
A tough situation but a lesson learned to next time get insurance that covers pets... which I've since discovered very few do, but there are options.
Thanks again, and if anyone fancies a free all inclusive week in Crete next week, let me know! My family are unable to go, and the only friends I have are of the canine variety! 😭😂

la531983

Charlotte_C said:

My family are unable to go

You ALL need to stay at home to look after the dog? Cant one of you stay and the rest of you go? Seems like the best case scenario here.

NoodleDoodleMan

Would you mind if I asked how old your dog is - that may have some bearing on her health prognosis ?