To not pay TUI cancellation fees

[StudentMummy92]

Holiday is end of June 2021.

I received no confirmation, wasn't showing on my TUI account. I left it for the rest day. Still no sign. Couldn't get hold of them on the phone. I just assumed my booking wasn't confirmed and something went wrong. I booked a holiday again for them same time later that day and that still hasn't showed up on my account even today! The day I did both bookings I sent a message to their pre travel support team and they still haven't got back to me (29th Nov). Finally get through to their twitter on 4th. They then had the cheek to tell me that was the first time I'd got in touch. Apparently they can't find the message on their system - I sent them a screen grab so they have the ticket number.

I'm so pissed off as the majority of messages are just rude and patronising and have been told today to cancel one of them will be £600! They are refusing to let me speak to a manager because they have already done it.

I've not paid anything yet.

You booked two holidays in one day simply because it wasn’t showing on your account?!

And you rang them but * Couldn't get hold of them on the phone* . Only because you didn’t want to wait presumably

@huuskymam as I said, no deposit or payment has been taken.

Well then I doubt you have a booking because you generally can’t book a holiday without putting a deposit down to secure it!

Tui are cheap??? Compared to who?

@Changeembrace I was on hold for over an hour! I also sent them a message on their website.

@Changeembrace tui have a no deposit direct debit option. The direct debit was only set up 2 days ago. I booked 7 weeks ago!

Don’t you think you were a teeny tiny impatient in booking the entire holiday twice in one day simply because the first one was immediately showing up in your TUI account?

was not

Sorry but I really don’t understand why you’d book the same holiday twice.

Surely you’d wait to confirm what happened to the first booking? It is your error really.

@Changeembrace please stop trying to poke holes in my complaint. It's like your enjoying it. I probably was a bit premature yes but I gave it almost 24hrs. Original once was booked at just gone midnight and the next one was 11pm. Previous bookings have always shown right away! The bookings still aren't showing by the way!

I think they'll be another one to go bust. So many companies undervaluing customer service at the moment and then being surprised when their profits drop.

Thomson and Lunn Poly were crap 30 years ago. TUI took them over. I suffered 2 holidays with Thomson booked through Lunn Poly - the travel agents were next to useless throughout. The tour reps in resort were useless. The after sales service was useless. I ended up taking Thomson to court for both and finally got a full refund plus costs for each holiday. If they were crap 30 years and survived, they're here to stay. Unfortunately, too many people put up with poor service.

@blue25 DD was not on my bank account until 2 days ago. I never received a booking confirmation and my online account says 'no future bookings'. Even to this day nothing is show on my online tui account and the only thing I've had with notice of the holiday was a booking amendment today! I booked it 7 weeks ago!

When I've tried to get in touch its is nigh on impossible to speak to a person!

YANBU. Money grabbing cunts. Do they have your direct debit details or current account card?

If they have your card number, cancel that card so they can't take any money.

Call their Luton head office on 0844 381 0833, January is the busiest time for people booking holidays which is why there is a long wait but doesn't excuse poor customer service

First off, cancel the direct debit then they can't take any money from you. Have you made a formal complaint in writing? So that you have their response in writing? TUI are an ABTA member so the complaint can be escalated if needed. There's loads of information online about how to do that.

How did you pay? Can you do a charge back?

Have I got it right OP that you still haven’t received a booking confirmation after 7 weeks? If that’s the case and it’s not showing on your online account, do you also not have access to a set of applicable booking conditions?

If one/both of those is correct, they’ve likely breached ABTA’s code of conduct, so I’d put a complaint in via their website. They’ll liaise with TUI on your behalf and advise on your rights, they’re brilliant. You can also call their customer support on 0203117 0599 for help.

as I said, no deposit or payment has been taken.

That could be key here... should the deposit have been taken when you booked? Have they breached their own terms by failing to take the deposit? That may well provide you with a pretty compelling reason as to why you believed it hadn't gone through, if it's contrary to what they say will happen.