TUI Airways
Join Date: Apr 2015
Location: UK
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Disappointing that they haven’t contacted you at this late stage, I know that holidays are the priority but flight only are paying customers too. I’d imagine you'll certainly get a refund but perhaps it will happen automatically and you won’t need to call them? Either way, I feel like you should have at least received an (automated) email.
I’m due to fly with them flight only in July which is still a while away so I’m hopeful but certainly not confident that it will go ahead. I understand it’s a fast-moving situation but I certainly hope we receive slightly better communication than you have.
EDIT
Just checked their website and they don’t mention refunds for customers departing before 16 April so you may not get one (whether or not they are actually allowed to deny you one I’m not sure, someone else will likely know)...
If your booking is for a flight or a hotel stay – not as part of a package – you’ll be able to move your booking to a later date for free.
https://www.tui.co.uk/destinations/i...avel-suspended
Join Date: Jun 2012
Location: Co
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If they have cancelled your flight or holiday then yes you are legally entitled to a refund. If you know you are going to go away again and you don’t need the money now what I would say is rebook you’re flights or ask for a voucher, this will keep the money in the company then and keep companies a float. Some companies are offering extra money if you rebook or take a voucher. Not sure what TUI are doing but I know EI are giving you an extra 10% and LS an extra £100 off.
Join Date: Aug 2007
Location: UK
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Yes, I understand all of that and if I was a regular Tui customer I'd go for the voucher. They just happened to be the only airline flying from BHX to Heraklion this weekend when we planned to meet up with my brother-in-law and his daughter coming over from Germany. There is absolutely nothing wrong with Tui but this would have been the first time using them in 5 years (previous was again flight only).
We have tickets booked with Eurostar and Deutsche Bahn this summer and if we still can't travel then, then I'd take a voucher as I use both every year and appreciate that these are tough times for all travel providers 👍
We have tickets booked with Eurostar and Deutsche Bahn this summer and if we still can't travel then, then I'd take a voucher as I use both every year and appreciate that these are tough times for all travel providers 👍
Join Date: Nov 1999
Location: UK
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I should be on a TUI holiday now. I tried to call them a couple of times a few weeks back but couldn’t get through. Then I found that they had reimbursed my credit card without telling me. I would have accepted vouchers as I will certainly need a holiday when this isolating is over.
Join Date: Oct 2002
Location: sussex
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I to want to defer my holiday .
After 15 hours on the phone without anyone answering i'm now in the mind ( if I ever get through) to ask for my money back.
Its no way to treat customers.
After 15 hours on the phone without anyone answering i'm now in the mind ( if I ever get through) to ask for my money back.
Its no way to treat customers.
Fit like min?
Join Date: Nov 2004
Location: ...
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I know - there's an ongoing, global, fatal pandemic ravaging the world, and you can't get through to TUI about your holiday. Disgraceful.
Join Date: Jan 2005
Location: Not so many places currently
Age: 60
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Join Date: Jan 2005
Location: Not so many places currently
Age: 60
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This from a facebook post, can't verify authenticity but it might help.
"For anyone in the UK that booked through Tui, and booked in a store, the online staff cannot access your details as it's a different system. however, a friend of mine who works in store for Tui has told me that from this Wednesday, 200 staff will start contacting customers to rebook etc. More staff will be available once they receive laptops that are set up for them to work from home. They will be doing it in order of peoples travel so be patient."
aka TUI customer service cannot just pick up their office systems and work from home. I'm sure the IT guys at Wigmore Place in Luton will be busy putting in infrastructure for the direct bookings employees as well.Hope that helps.
"For anyone in the UK that booked through Tui, and booked in a store, the online staff cannot access your details as it's a different system. however, a friend of mine who works in store for Tui has told me that from this Wednesday, 200 staff will start contacting customers to rebook etc. More staff will be available once they receive laptops that are set up for them to work from home. They will be doing it in order of peoples travel so be patient."
aka TUI customer service cannot just pick up their office systems and work from home. I'm sure the IT guys at Wigmore Place in Luton will be busy putting in infrastructure for the direct bookings employees as well.Hope that helps.
Join Date: Sep 2007
Location: Derby
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The banner headline on the TUI website is still asking people not to telephone so anyone attempting to do so can surely expect a long and unproductive wait. If you want to rebook and are worrying about missing out on what you really want, I would suggest booking want you want online as, at the moment, you only require a small or even no deposit. There will then be plenty of time to transfer anything you have paid on your current booking to your new booking.
Join Date: Apr 2015
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Join Date: Dec 2007
Location: Orlando
Age: 51
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Well said Richard, l had a gentleman screaming at me yesterday because l could not 100% confirm his holiday would operate on the 12th July. Apparently his two children and wife were devastated... Its a worldwide problem and most companies are working on reduced staff, please have compassion for those who are still working trying to help - screaming and statements like its no way to treat customers do not help, or change the situation we are all in.... Thanks you again
Join Date: May 2011
Location: IOM
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Join Date: Sep 2007
Location: Derby
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If you are worrying about accepting a voucher from a package tour operator consider transferring your booking to a later date. You would then have ATOL protection should the unthinkable happen.