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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Livid with holiday company

38 replies

Sickandtired1 · 08/05/2020 09:23

Here’s my early morning rant!

Myself and my partner have booked with TUI to go away in June. We have been offered a refund credit towards a holiday next year but want a full refund, as we are entitled to.

We have tried to ring their helpline no less that around 50 times over the last week and a half. We can never get through. I wouldn’t mind being put on hold but you are immediately disconnected everytime due to “a high volume of calls”

I’ve tried ringing this morning again, it’s after 9am now. Their telephone line now states they aren’t taking calls right now as their opening hours have been adjusted to 9am - 7pm on the weekdays. Unless I’m living in space it’s after 9am and they should be open!!!

I’ll just go back to trying their number another 50 times in vain; getting absolutely nowhere and getting cut off.

Like I said, I wouldn’t mind if I was put on hold for an hour as long as you could get through. Their customer service is beyond poor and I’m a bit pissed off.

OP posts:
Suchanaughtydog · 08/05/2020 09:24

It's a bank holiday.

Original poster
Sickandtired1 · 08/05/2020 09:25

Oh silly me 😂

OP posts:
ChablisandCrisps · 08/05/2020 09:25

Can you imagine how many holidays they are trying to cancel and refund right now?! Be patient and wait. I'm waiting for £7.5k back from a holiday we should already have been on, I'm not losing my shit because I recognise its unprecedented times and people are doing their best.

OllyBJolly · 08/05/2020 09:27

I can understand why you're angry but can you imagine what these workers are having to deal with at the moment? Every single person who has booked a holiday over the next few months will be ringing up to try to get a refund.

There is no job security in travel now. Once the people on the phones have dealt with this, they probably won't have a job at all.

Patience. Unprecedented times. You will get your money back.

DahliaDay · 08/05/2020 09:27

Their customer service is probably running on a reduced service due to staff self isolating or shielding! What do you expect them to do, magic up staff from thin air??

Everyone manning the phones is likely to need more breaks due to the abuse they get as well.

Suchanaughtydog · 08/05/2020 09:28

Easy done, it's a funny day for it. Try Monday. Smile

PineappleDanish · 08/05/2020 09:29

Do you think they might just be a wee bit busy at the moment?

Tiddlertoddler · 08/05/2020 09:32

As far as I am aware (we are also awaiting a refund) they are working through bookings in date order so June departures won't be a top priority. You will get your refund, their social media pages have clearly stated you can have one if you don't want the credit note so they aren't trying to get away with not giving out refunds but just working through things in date order with minimal staff, lots have been furloughed.

SerendipitySunshine · 08/05/2020 09:43

I've not ring them but I have tried to call other companies and the cutting you off rather than letting you wait is maddening. I had it with our gas and electricity provider as they massively overcharged us and their online system is down. I just want my money back!

Lala241280 · 08/05/2020 09:47

Look on their Facebook page it gives u telephone numbers to call - just incase it’s one you haven’t been calling

But like other say they are so busy they had 140000 bookings effected and that was the ones up to 13th May so god knows how many now
Everything is getting dealt with in date order

AriadnesFilament · 08/05/2020 09:52

Martin lewis. Lots of advice re holidays, inc TUI

Hippywannabe · 08/05/2020 09:52

We tried over 200 times to get through on Friday and Monday, we did get through on Tuesday, DH was on hold for about an hour.
Balance refund went back to my credit card Thursday. Apparently, the lad DH spoke to did say it would go back in stages but didn't really explain why and obviously I can't get through again so we are £400 down.
Keep trying but it definitely is a case of redial, redial.

Maroon85 · 08/05/2020 09:53

send them a message on their facebook page or a tweet. Even on bank holidays and weekends they often have people covering social media even though the phone lines aren't open

PinkiOcelot · 08/05/2020 09:54

You’re livid? Wow. Have you got no comprehension of the volume of work they’ll have to go through at the moment?!

Parmavioletmum · 08/05/2020 09:56

After several attempts I managed to get through to an incredibly helpful member of staff to pay the final balance on our holiday also in june that is no doubt being cancelled imminently. They currently only have 450 staff working from home and on average only 300 working at the same time due to hours/days off etc. So obviously with 1000's of customers to try and contact and contacting them you can see why it's absolutely nightmarish getting through. Please be patient. I am the same and think they've handled it so poorly to be fair but am hoping stores will at least open so staff can work even if customers cant go in, to help ease the workloads soon!

ChablisandCrisps · 08/05/2020 09:57

@Hippywannabe they refund each transaction so if you pay a deposit and then balance, it will be two payments returned to you. There isn't any need to bother calling again, you will get your money if you hang on and wait.

TheGlaikitRambler · 08/05/2020 09:58

I was due to go on holiday today, I am still waiting for a refund.

The reason the refunds come in stages is because they go back and refund every payment you made, as you made it. SO I will get the balance back first, then my deposit.

Fairylillie · 08/05/2020 10:06

It's not just TUI, my sister is having the same problem with Hoseasons. It seems to be an issue across the board with travel companies at the moment.

maddiemookins16mum · 08/05/2020 10:06

TUI have millions, literally millions, of customers waiting in line. Not helped by the Summer season now having started (and also not helped by those not travelling until Sept/Oct also phoning). My friend is working from home for TUI (with two under 7s), she worked 75 hours last week.
Oh and the chap who got through wanting to add a cot to his room for a May 2021 holiday didn’t help.

DahliaDay · 08/05/2020 10:32

Op are you still ‘livid’?

Original poster
Sickandtired1 · 08/05/2020 14:03

I’m not livid with TUI employees - it’s not their fault. They are doing their best I’m sure.

I’m livid with the system. I’ve paid substantial money for a holiday. The company should have a system where you are placed in a queue! Not everytime you phone you get hung up on.

I’m sorry but having to phone 50 times for myself and 200 times as someone else mentioned is ridiculous. The call just gets cut off......... so yeah, I’m still annoyed Hmm

OP posts:
Polkadotpjs · 08/05/2020 14:05

But lumpy but I'll have a taste

Livid with holiday company
superram · 08/05/2020 14:09

I think yabu and a bit naive. These companies will hugely struggle. Obviously many people are too but just wait-you can cash in the voucher anytime and it’s covered by abta.

StartingGrid · 08/05/2020 14:13

But as its been explained they are dealing with people whose holidays were sooner than yours initially... why should they have to wait just so you can get yourself sorted? How about email them for now to state your intention, and catch up with them later

helpfulperson · 08/05/2020 14:24

Easyjet have said that you have a up to a year to deal with cancelled flights so might prefer to wait until things are quieter. I thought this was very sensible to make clear. I have a few flights with them and will move them later on, or get refunds if not at some point. I'm lucky that I don't need the money so can wait, hopefully making it easier for those who do need it to get dealt with.