TUI Complaint pre-holiday

HolidayHelpNeeded26

Yes, I agree, if we could turn back the clock and make me lead passenger we would. Ultimately if we were told he wouldn't be able to be removed the decision would have been different. Thanks

HolidayHelpNeeded26

Yes, it seems so. We made them aware of the full situation and were told if he couldn't travel he could be removed

HolidayHelpNeeded26

The issue is that we made TUI aware of our situation and asked if my husband could be removed and we were told he could be removed. There was only a slight chance he couldn't go and im not prepared to share personal information. I only wanted advice on if we should complain before or after the holiday.

HolidayHelpNeeded26

The issue is being told my husband can be removed from the booking but when it came to it he wasnt able to be removed. It has caused a lot of stress. I was only looking for advice on if I should put in a complaint before or after the holiday because I am receiving conflicting information

silvercar

https://forums.moneysavingexpert.com/discussion/comment/81894438#Comment_81894438

Nothing to lose by putting in the complaint now. Worst case is that they can’t do anything until after the holiday. Messaging the CEO is a good idea. May also be worth contacting the newspaper money editors, who love to get their hands on stories such as this.

FWIW, I see you as totally within your rights not declare on a public forum the reason that your husband can’t join you.

HolidayHelpNeeded26

https://forums.moneysavingexpert.com/discussion/comment/81894469#Comment_81894469

Thank you so much. I really appreciate this.

Archergirl

Is there absolutely no way your husband might be able to travel?

If it's work related and he has a new manager (the other one said it would be ok) then that may be a way forward ….no-one is indispensable

Worried_fool

https://forums.moneysavingexpert.com/discussion/comment/81894027#Comment_81894027

No, I am just speculating.

It might not be a desperately serious illness, just something medical where more information has come to light, or an inconvenient date for a procedure has been given.

It also seems that sometimes people concentrate on money issues as a way to avoid thinking about issues that are more profoundly tragic.

retiredbanker1

Questions to the OP.

When you asked if you could remove your husband from the booking if he could not travel - did you specifically ask if this was without cost?

I understand he had said ''you would lose your deposit' but this only applies if you cancel quite some time from departure date.

When did you cancel in relation to departure? i.e. how many days out?

NoodleDoodleMan

Would agree to the removal of the lead passenger without cost at any point after making a booking ?

The full deposit is lost at cancellation only if actioned well before departure date - thereafter there is a sliding scale upwards of what is required to be paid the closer to that day.