TUI Complaint pre-holiday

HolidayHelpNeeded26

https://forums.moneysavingexpert.com/discussion/comment/81891110#Comment_81891110

They have and we didnt actually realise that was the case with TUI. We specifically booked with them to avoid third party issues. They've used a third part Gold Medal who used two third parties for our booking.

Thank you thats really useful. I think I just need to also bite the bullet and progress the complaint through the woman im complaining about.

twopenny

Good 🙂 and for future reference TUI insurance doesn't cover the trips they sell abroad, they count as third party. Same applies to many companies.

I know this because of a poor lady who came a cropper on a quad bike in Egypt and posted on forums. I also know because I was told by a rep in resort that I wouldn't be covered if I booked my own outing. I always take my own insurance.

Just posting in case someone finds it in a search.

Let us know how you get on 🙂

HolidayHelpNeeded26

https://forums.moneysavingexpert.com/discussion/comment/81891110#Comment_81891110

Yes, they have used a third party supplier Gold Medal. Gold Medal used two third party suppliers to then book

HolidayHelpNeeded26

I have used Copilot to help me try to summarise my issue below if anyone can help

1. Summary of the Issue (For Advice or Complaint Purposes)

I am attempting to raise a complaint against a TUI retail store for misinformation provided at the time of booking, which has directly resulted in us being £2,000–£3,000 out of pocket.

The misinformation has also caused significant stress and has overshadowed what was meant to be a once‑in‑a‑lifetime family holiday.

I am receiving conflicting information from TUI about whether I am allowed to raise a complaint now, or whether I must wait until after the holiday has taken place.

2. Background & Timeline

• We booked a holiday to Florida (Disney and Universal) through a TUI store, in person.
• At the time of booking, my husband informed TUI that there was a possibility he might not be able to travel.
• Before committing to the booking, we explicitly asked whether he could be removed from the booking if necessary.
• We were clearly advised by TUI that:
  • He could be removed from the booking if required
  • The only loss would be his deposit
• Based on this assurance, we proceeded with the booking.
• My husband was made lead passenger, as at the time the likelihood of him not travelling was considered low and we had been reassured that removal would be possible.

3. Change in Circumstances

• We later received confirmation that my husband cannot travel.
• We contacted TUI to remove him from the booking, as previously discussed.

4. What TUI Later Told Us (Contradictions)

At this point, TUI reversed their earlier advice and told us:

• My husband cannot be removed from the booking.
• The only option is to cancel and rebook, which would:
  • Cost an additional £2,000
  • Result in the loss of the Disney Dining Plan, valued at approximately £2,000
• This restriction is allegedly due to the Disney Dining Plan, which places limitations on amendments.
• TUI also:
  • Initially advised a name change was possible
  • Then went back on that advice
• We were told the issue lies with suppliers’ terms and conditions, not TUI.

5. Why Cancellation or Rebooking Is Not a Viable Option

• We have two other linked bookings with family members travelling at the same time.
• Cancelling, changing dates, or rebooking would:
  • Break up the family trip
  • Be financially impossible
• We would never have booked had we been correctly informed that removal was not possible.

6. Financial Impact

To continue with the booking, we are being forced to pay for:

• My husband’s flight
• Theme park tickets
• Disney Dining Plan

(Accommodation costs remain unchanged.)

This results in us being £2,000–£3,000 out of pocket, purely because we were misinformed at the point of sale.

7. Terms & Conditions Issues

• The booking was made in person, and the assurances were given verbally.
• We did not receive the full T&Cs until after booking.
• The T&Cs place significant responsibility on third‑party suppliers.
• After repeatedly requesting clarification, I was only provided with a snippet of supplier T&Cs stating that amendments “may not be possible”.
• This directly contradicts the clear advice given before booking.

8. TUI’s Current Position

• TUI has:
  • Accepted no responsibility
  • Placed blame on:
    • Me for not making myself lead passenger
    • Their suppliers
• This ignores the fact that:
  • We followed TUI’s advice
  • The lead passenger choice was made based on their assurances
• I have now been told I may need to wait until after the holiday to make a complaint, which feels unreasonable given the financial loss has already occurred.

9. What I Am Seeking

• I am not trying to force an amendment that cannot happen.
• I am seeking to raise a formal complaint for being misinformed at least three times, including:
  • Two instances in writing
• I am seeking:
  • Recognition of TUI’s failure at the point of sale
  • Compensation for the financial loss we will incur on final payment
• Had TUI advised us correctly, we would not have booked under these terms.

10. Key Questions I Am Seeking Advice On

1. Is it correct that I must wait until after the holiday to make a complaint, even though the financial loss is already known?
2. Does misinformation at the point of sale override supplier T&Cs provided after booking?
3. Does the lack of written confirmation negate verbal assurances given before the contract was entered into?
4. Who is responsible for misinformation — the retailer (TUI) or the supplier?
5. What is the best escalation route:
   • TUI Head Office?
   • ABTA?
   • Alternative Dispute Resolution (ADR)?
   • Small claims?

TadleyBaggie

Original thread:

https://forums.moneysavingexpert.com/discussion/6656042/tui-complaint-pre-holiday

Ayr_Rage

Duplicate, already on the go here.

https://forums.moneysavingexpert.com/discussion/6656042/tui-complaint-pre-holiday#latest

Alderbank

We are all mortal.

At the time of booking, there is always the possibility that any of us might not be able to travel. That is what travel insurance is for.

Why is your husband no longer going? Is it health problems, passport or visa difficulties, family disagreement, etc?

HolidayHelpNeeded26

https://forums.moneysavingexpert.com/discussion/comment/81891265#Comment_81891265

It was advised to include this in the consumer rights forum

MSE_ForumTeam5

We've combined the two threads, and kept them on the overseas holidays board for the time being. (Though of course we can move to consumer rights if the consensus is that that that would be better. )

HolidayHelpNeeded26

https://forums.moneysavingexpert.com/discussion/comment/81891314#Comment_81891314

Can you move them to consumer rights please. I thought I had, I'm really not used to forums