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TUI Complaint pre-holiday
Comments
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We dont have it in writing as it was booked in person
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Im trying to focus on raising a complaint for being mis informed on at least 3 occasions (2 in writing) to try to get some compensation.
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Which is it?0 -
When we're were told my husband could be removed it was in person. When we were told we could change the name it was in writing, twice
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I dont think its relevant. My question is if I should complain before or after we actually travel
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Of course it's relevant, you basically have no evidence that you were told that your husband could be removed from the booking and I think people have taken your previous comment as you did have something in writing that it was the removal and not as it actually seems was the name change is all you have in writing?
You have been given advice to contact the CEO? I would do that but in all honesty your case isn't strong imho.
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I’m presuming that it’s because the husband is the lead passenger ultimately responsible for the booking. Is the booking fully paid? If is was just a passenger change then I can understand why that information was provided. The mistake you made was putting husband as the lead passenger which if he had any doubts about being able to travel,I’m assuming a esta refusal?? then he would have known it was likely come back refused.
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Putting the husband as lead passenger where there was a question mark over his being able to travel appears to be the crux of the problem.
If this was not raised with TUI staff at the time of booking it was an error of judgement IMO.
The reason for his potential absence is relevant, should the OP wish to expand ?
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"
The reason for his potential absence is relevant, should the OP wish to expand ?
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Indeed, something still seems very odd in this situation and the OP is being very coy about the reason why the Husband cannot travel.
This is supposedly a "once in a lifetime family holiday" plus there are other wider family members travelling at the same time but on separate bookings.
There was some concern when booking that the OP's Husband would not be able to travel - a significant enough and likely enough event that the OP apparently queried the ability for the Husband to not travel when making the booking.
Despite that concern, the OP / family proceeded to make the booking, and with the Husband as the lead passenger.
The mystery reason why the Husband might not be able to travel has now manifested itself, but there are challenges with making changes to the booking.
The OP indicated that the travel insurance does not cover that reason for not being able to travel.
The OP is blaming TUI for putting "a damper on a holiday of a lifetime but on my life" which is very melodramatic. I really think, if this was me, the concern about the lost £2k (or £4k) would be secondary to my partner being unable to join me on a "holiday of a lifetime".
Is the real issue simply that the Husband has chosen not to travel, for whatever reason, rather than there being some event that means he cannot travel?
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The obvious explanation: at the time he was awaiting diagnosis or some medical condition was being explored (meaning it is not insurable), and now there is further information that means that travel is not an option.
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That could be an explanation.
Are you the OP?
If it were me and my wife unable to travel because of medical matters, it would be my wife being seriously ill that was putting a dampener on things - not the refund (or lack of refund) from TUI.
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Yes, we dont have any proof of the conversation where we were told he could be removed. Yes, we do have proof that we were told we could change the name and then were told we couldn't. Thoughts are that we could back up the first misinformation with the proof of the other misinformation situations.
I will see if we can go down the CEO route. Thanks for your advice
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