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AIBU?

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Original poster

Tui customer service

4 replies

SusieOwl4 · 02/06/2018 16:00

Just venting really . Apparently our hotel on a special holiday has been cancelled , ok I know these things happen , but one email which for some unknown reason went to junk , no call , no follow up , no attempt to contact us or try and find an alternative. So now I have had a stressful afternoon trying to find something else . I hope it’s ok because I hate doing things last minute and it’s cost more money .

What sort of customer service is that ?

OP posts:
GreatDuckCookery6211 · 02/06/2018 16:09

That's crap. Hope you find something better.

Original poster
SusieOwl4 · 02/06/2018 16:16

We have booked something else because we could not change dates but it’s costing more money . Just the last minute stress I don’t like . And also I went in yesterday to the on line booking and there were no messages at all on there . It’s just bad customer service .

OP posts:
Rafflesway · 02/06/2018 17:05

Hi Susie, former senior Thomson Group employee here of 15 years from 3 years before the German buy out. many years ago

The customer service was excellent prior to the TUI buy out. Now it gets worse every year. However, they get away with it because people are so entrenched with the Thomson name/history and there are literally hundreds of thousands of primarily older clients who won't book with anyone else. Also, TUI very cleverly buy exclusive contracts with the majority of number 1/2 hotels as rated on Tripadvisor so clients pretty much have to book with them to get the best rated hotels at a package holiday price. ☹️

Wish I could say different but unfortunately their CS these days is garbage and lazy. They don't care! TBH I still book at least one holiday a year with them as they are for hotels on exclusive contracts which we really like but as I have almost 40 years experience in the industry I don't really need their inexperienced CS and have enough know how contacts to sort any issues myself.

Really hope you have a terrific holiday. Horrid you have had to pay extra monies close to departure but, in my experience, sometimes these things happen for a reason.

Fluffycloudland77 · 02/06/2018 17:11

[email protected] Email the ceo, it’s unnaceptable to send one email.

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