Last modified on Wed 16 Sep 2020 06.56 EDT. All rights reserved. This is not trying to knock Tui but I am trying to get a picture of the position. However, the CMA has insisted that companies must abide by consumer protection laws. More: Tui hits back at claims bosses refused pay cuts. I phoned and was offered a full refund, which was confirmed in an email. See Travel Aware page - for travel advice from TUI. The volume of cancellations and customer contacts was unprecedented and at a time when retail stores, contact centres and offices were closed because of the nationwide lockdown.”, Available for everyone, funded by readers, Firm says business unlikely to return to normal until 2022 as sales fall 98% in April-June, Tour operator says it expects compensation from Boeing due to grounding of 737 Max, Quarterly profit fall of 46% blamed on grounded 737 Max jets and more holidaymakers shunning Spain, Travel company issues profit warning as it makes alternative plans for holidaymakers. 0 Link copied. Scandalous for many reasons.If only Tui UK were to put out a statement saying due to obvious reasons, refunds will be actioned when able to & send out an e mail confirming the refund. Some images shown throughout this website do not represent current operational guidelines or health and safety measures such as face masks and physical distancing requirements. Travel After Brexit Google Play Store Privacy Notice document.getElementById("copyRightYear").innerHTML = "© " + new Date().getFullYear() + " TUI Group"; You paid in full for the first trip in cash and a £400 deposit for the second trip, also in cash. First Choice Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk. Earlier this year we received a deluge of complaints from Tui customers who were struggling to get cash refunds for cancelled holidays, and competition watchdog the Competition and Markets Authority (CMA) says it investigated the firm after receiving 1,000s of complaints from consumers who hadn't received their refund in the required 14-day timeframe. Tui UK has committed to paying any outstanding refunds for package holidays cancelled because of the coronavirus pandemic by 30 September after the regulator received a deluge of complaints that the travel company was breaching consumer law. PUBLISHED: 13:46, Tue, Apr 21, 2020 | UPDATED: 22:19, Tue, Apr 21, 2020. Extremely poor service just to take your money. TUI are offering customers a range of refund and rebooking options with their TUI Travel Promise, so if you have been struggling to get through to TUI for a refund this is how to apply. Our package holiday with TUI was cancelled on 16th March. If your original booking was for a TUI River Cruise and you were due to travel on or before May 31, 2020 you’ll receive a refund credit and a separate booking incentive up to 20 per cent. I've flown 5 times in the past two years with TUI and I always thought they were a premier airline but this shows they're not. They may wait until the last Thursday before your holiday to check the updated government travel corridor list in hope that they can resume holidays there. Tui, Europe’s biggest holiday company and the biggest tour operator in the UK, will also write to all customers who have accepted credit notes in place of a refund to give them the option of converting it into a cash refund. Manage Cookie Preferences Cookies Notice The pandemic has caused chaos for the global travel industry and has put severe financial pressures on companies as they struggled to refund customers for holidays that were no longer possible. Not one of the 20 companies we contacted was consistently meeting their legal requirements to refund consumers within the statutory timeframe . TUI said that customers can still get a refund, but this can only be done after a credit note has been accepted. TUI holiday refunds coronavirus update - Travel agent agrees to refund cancelled package holidays by end of the month . Tui last month reported a loss of €2bn (£1.8bn) in the first nine months of its financial year after revenues crashed by 98% between April and June, the period of the most intense lockdown restrictions in its main markets. Affiliates ATOL protection does not apply to the other holiday and travel services listed on this website. They said they wouldn't issue a refund until I had a credit note voucher. Reply. The measures apply to all of Tui’s brands, including First Choice, Marella Cruises, Crystal and Skytours. Media Centre Not one of the 20 companies we contacted was consistently meeting their legal requirements to refund consumers within the statutory timeframe . When you pay you will be supplied with an ATOL Certificate. Travel Money Government refunds decision to come ‘as quickly as possible’ In a statement sent to Travel Weekly, Tui said its first port of call was amending holidays for a future date, but made clear refunds are still an option. Here to help 8am-midnight, 7 days a week. Ryanair said it had issued more than £670m in refunds … Cookie Notice. It is cutting 8,000 jobs and has closed 166 UK and Ireland stores to cut costs. Tui refund: Travel firm makes it harder to claim money back for cancelled holidays. © 2020 Guardian News & Media Limited or its affiliated companies. Discover Lakes & Mountains Booked an accommodation only holiday through Tui and paid in full. All the flight-inclusive holidays on this website are financially protected by the ATOL scheme. Share. MyTUI app Martin Lewis has shared his advice on how to successfully get a cash refund from TUI following the Anglo-German airline's decision last week to extend the suspension of flights from Britain. Despite not being physically able to go a refund is not being given and to change the booking which won't be offered at the same price for any date. It initially told us it was not giving customers refunds and that they must rebook, but after Which? criticised the decision Tui amended its policy. Registered address: Wigmore House, Wigmore Lane, Luton,Bedfordshire,United Kingdom, LU2 9TN, About TUI But within 24 hours of this story originally posting, she said the company called to promise her entire group a full refund. I was told I would have it in 5 days. Some were worse than others. The UK’s largest travel agent and tour operator has cancelled all holidays up to and including 14 May. TUI UK has now given formal commitments to the CMA to contact customers who have an unused credit note, to let them know they can convert it to a refund, which will be paid within 14 days. By Harriet Mallinson. Terms & Conditions 5.9M likes. Holiday Brochures Holiday Budget Calculator If you do not receive an ATOL Certificate then the booking will not be ATOL protected. 1 TUI airport transfer coach at … If payment is not received by May 5, Pirie said Right to Refund reserves the right to petition the courts for TUI to be wound up. The Competition and Markets Authority (CMA) said thousands of people had complained that Tui UK was not paying refunds within the 14 days mandated by consumer protection law. Received refund within 2 days, very efficient process.Tui will not send you to a destination that isn’t on the corridor list. Some were worse than others. The regulator has written to more than 100 package holiday businesses to remind them of their obligations to comply with consumer protection law and has opened investigations into a number of operators, it said. TUI cancelled holidays: your refund rights are as Tui cancels package holidays, hotel stays and cruises The German tour giant has taken drastic measures to deal with the coronavirus . Please visit our website FAQs for more information. Martin Lewis has now shared his advice on how to get a TUI refund. I paid £200 deposit on a tandem mastercard. TUI. Everyone else who's requested or requests a refund should be paid within 14 days of cancellation, in line with the usual regulations. TUI and Lastminute.com refusing to refund deposits and continue to take cash for holidays that can’t happen Helen Knapman , Digital Deputy Consumer Editor 21 Apr 2020, 17:01 Tui was reprimanded by the CAA for automatically issuing vouchers and then making customers wait a further 28 days before they could apply for cash, and the airline promised to begin the cash refund process once a passenger is notified of a cancellation. A Tui spokeswoman said: “We remain sorry that holiday refunds took longer to process during the height of Covid-19. We cross the ‘T’s, dot the ‘I’s and put ‘U’ in the middle. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. And all of our holidays are designed to help you Discover Your Smile. Several of the largest companies, including TUI, Love Holidays and Virgin Holidays are issuing credit notes for cancelled bookings in the first instance, even when customers have asked for a cash refund. The airline has also provided the option … Helen Coffey @LenniCoffey. The CMA has received more than 25,000 complaints about cancellations and refunds across the travel sector, including those from Tui customers. According to the Package Travel Regulations, all travel companies are required to pay a full cash refund with two weeks of cancelling a trip. App Store for Ios TUI and Lastminute.com refusing to refund deposits and continue to take cash for holidays that can’t happen Helen Knapman , Digital Deputy Consumer Editor 21 Apr 2020, 17:01 Right to Refund, funded and led by Vivid Travel boss Kane Pirie, has sent a legal letter to TUI demanding a £1,000 refund for a cancelled holiday it bought from a TUI customer. Under the Package Travel Regulations, Tui is required to provide a full cash refund within two weeks of cancelling a departure. Poor state of affairs TUI. Cruises, hotel stays, package holidays and almost all of TUI’s flights are cancelled and the company is offering the opportunity to rearrange their holiday plans. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Frustrated customers have been unable to contact Tui's customer service staff in order to get a refund or make amendments to their holiday plans, with many being offered vouchers instead. Airlines are breaking commitments to speed up the process . However, these are not being issued until up to four weeks after the departure date. Johnson did not receive a refund at that time. If your holiday's been cancelled and you'd been waiting for a refund for more than 14 days as of Monday 14 September, the refund will be paid by Wednesday 30 September at the latest. Ryanair, Virgin Atlantic and Tui still failing to pay refunds on time. However, the Package Travel Regulation (2018) does state that travellers are able to terminate the package before the start of the holiday, without paying in any termination fees in … A group of TUI customers who are members of a Holiday Complaints Group have slammed holidaymakers who are complaining about refunds during the coronavirus pandemic.. Facebook group TUI - Holiday Complaints Group was initially set up for holidaying Brits who want advice about claiming money back from the travel company.. Over 12,000 paying customers have joined the … Has anyone actually received a refund for a cancelled holiday due to the corona virus. The refund came with no explanation, but TPG had mentioned Ballard’s case specifically when inquiring about Grand Circle’s policy. See gov.uk/foreign-travel-advice - for FCDO travel advice about individual destinations. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Abta said tour operators were being squeezed by refund requests for money that had been paid to suppliers, such as airlines and hotels, and not returned. The airline apologised to customers for not processing refunds quick enough after it was forced to cancel 900,000 holidays due to coronavirus. To find out more, please read our Discover Weddings So far I haven't received the refund and now I cannot get hold of TUI. Credit card fees One of the UK’s biggest package holiday operators has agreed to pay out all refunds to customers who saw their trips cancelled due to coronavirus.Tui vowed to … News Holidaymaker says Tui refund policy will cause financial struggle. Wednesday 12 August 2020 11:42. When you pay you will be supplied with an ATOL Certificate. Tui told the CAA that ‘on average, cash refunds will be processed within 14 days’. I now have to wait another two weeks to request an actual refund. Britain’s biggest travel firm insists that customers accept a refund … The watchdog said Tui has already refunded the "vast majority" of customers, but any outstanding refunds will now be paid by September 30. Tui has committed to regularly reporting the time it has taken to make refunds to customers over the coming year. Close, Our top deals tailored to you, straight to your inbox Sign up for offers. Answer 141 of 669: A couple of us have asked on other people's query but no answers yet. Thousands said company was not paying refunds within required 14 days, says CMA, Wed 16 Sep 2020 05.31 EDT Useful. Holiday Weather. Some of the flights on this website are also financially protected by the ATOL scheme, but ATOL protection does not apply to all flights. See travelhealthpro.org.uk - for current travel health news. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Andrea Coscelli, the CMA’s chief executive, said: “It’s absolutely essential that people have trust and confidence when booking package holidays and know that if a cancellation is necessary as a result of coronavirus, businesses will give them a full, prompt refund.”. This website will provide you with information on the protection that applies in the case of each flight before you make your booking. Coscelli also raised the prospect of further action against the package holiday industry as the CMA investigates its response to the Covid-19 crisis. The Competition and Markets Authority (CMA) said thousands of people had complained that Tui UK was not paying refunds within the 14 days mandated by consumer protection law. We're part of TUI Group - one of the world's leading travel companies. Our website uses cookies to improve your experience. 'People could lose the roof over their heads over not getting holiday refund' 32. Menu . Any TUI Airways flight only or TUI or First Choice accommodation booking will not be protected under the ATOL scheme or the ABTA bonding scheme. Lockdown restrictions has meant we can not go and also the hotel is closed. Quite true & they (Tui) are doing an exceptional job of it too. Tui extends supension of beach and cruise programmes. "As a low-paid key worker £126 is a lot of money not to have for five months," she told the BBC. Travel Jobs Like us for travel inspiration, offers and deals, and competitions. The Foreign, Commonwealth & Development Office (FCDO) and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad. Tui allowing refunds for cancelled holidays. According to the Package Travel Regulations, all travel companies are required to pay a full cash refund with two weeks of cancelling a trip. The advice can change so check regularly for updates. See gov.uk/travelaware and follow @FCDOtravelGovUK on Twitter and Facebook.com/FCDOtravel - for the latest general FCDO travel advice, including coronavirus travel guidance, security and local laws, and passport and visa information. However they have not done anything & this will be their undoing if they survive. TUI Group If you do not want to book another holiday with us, we can refund you the value of your refund credit back to your original payment method. Tui loses £1.8bn so far this year amid Covid-19 travel shutdown, Tui enjoys record bookings after Thomas Cook collapse, Brexit and Boeing 737 Max dent Tui profits, Tui says Boeing 737 Max grounding could cost firm up to €300m, Brexit, Boeing and blistering weather put Tui on the road to trouble, 'Tui took £260 off my prepaid card after I didn't use it for six years', Travel spending: Put your kids’ cash on a card before they go, Thomson to launch final TV ad before Tui rebrand, 14 days mandated by consumer protection law, accepted credit notes in place of a refund. TUI customers who have cancelled holidays booked before 11 June can now apply for a cash refund online. Of us have asked on other people 's query but no answers yet … refund... Get a Tui refund policy will cause financial struggle we cross the ‘ T ’ s travel! 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