Has ANYONE had a refund for their TUI cancelled holiday?

[DrMadelineMaxwell]

I was due to be on the plane right now and despite them saying on their phone line messages, that they were proactively contacting people who were due to fly imminently, we've had no phone call.
And if you call their line you get put on hold for well over an hour and no answer.

We were due to fly last week and still haven't received a refund.
When we finally got through to them (on hold for 1/2 hours each time) they said that because we booked in-store (we didn't, we did it over the phone) that we had to wait for that store to offer refunds, and it was closed due to them trying to figure out WFH.
That there was nothing they could do, and to just wait until someone contacts you.. this was after they'd tried to get us to rebook (quite happy to help you if you're rebooking, otherwise wait).

Nope, been waiting since 13 March. The phone lines are not answered. Have a look on their Facebook page, loads of angry people not being given refunds. Think they are holding out to keep the company afloat/or are about to go bust and we won't get anything back.

I still havent received the refund I was due for a cancelled flight in December (despite 3 separate emails ensuring it was in the process of being done) so dont hold your breath.

We are due to go away with them next month, and I know it won't happen. This doesn't bode well.

Just checked my emails. Was initially told payment was being processed on 5th Feb, and to allow 14 days.

Last email received on 20th March saying they were reprocessing the payment and to allow up to 45 (!) days for this to be done.

Not heard anything.
Due to fly tomorrow for a weeks holiday.
I doubt we will see our money for a while.

I think it's going to take a long time sadly, Virgin Atlantic have been saying c 100 days for refunds.

Oh god we are supposed to go away in May . I'm hoping for a refund within the month really depending on work if I'll need the money .
It's only going to get worse with it now the start of the season , plenty of people booked for May and beyond .

If it takes 100 days for refunds , what happens if the company goes bust in the meantime?

@The80sweregreat insurance or credit card refund I would imagine?

Didn't think of that regarding the credit card refunds!

I booked in store. And missed a call for them but they then closed that day and I could not get back in contact.

So I'm guessing that's the same response I will get....wait til the shops open again.

We were supposed to go on holiday with them on 24th March. We got one phonecall from them but DP missed it and the message they left said not to contact them, they would call back. We haven't heard anything since.

@DrMadelineMaxwell I think it's infuriating they aren't dealing with store bookings atm.

I got through to tui after an hour and a half on hold.
Was offered to rebook with a £125 added incentive. 4 weeks to think about it. Which I declined as I have no idea where I would want to rebook.
They didn't tell me I had to wait for the store to reopen but did say that as I had booked in store, they would be recording my wish for a refund and then the store team who are working from home on a rota would get in touch.

I've had an email from store showing my cancellation.
One with it showing a coronavirus adjustment so I don't pay the cancellation fee.
No idea when I will get the actual refund but at least there's some progress there.

Personally I would happily rebook for next year but as we go in August, we can’t yet. Their share price is up 14% today which is at least something given the risk to travel companies. Saying that it has lost 70% of value since Nov.

I can’t see cash refunds being made for a while as they just won’t have the cash to pay everyone back currently as I’m sure they still have plenty of overheads.

We should be away now. I spoke to them two weeks ago (booked online) after failing about 3 times to get to the right person/ being fobbed off that I could only rebook etc and was told the refund would take 28 days.

Looks like I shouldn't hold my breath! Has anyone successfully managed to claim back via their credit card?

On Facebook some people are suggesting we write letters. It's a good idea in ordinary circumstances, but if their head office is closed and the workers dealing with the calls are wfh then this won't have much difference either. They are saying that refunds due in March are not being processed either.
It's not just Tui either : other companies are also not refunding and there is now a backlog.

You will get your refund from Tui, but like the rest of the travel industry most staff have been furloughed so it's a slow process. This week they have got laptops to some store staff to WFH and they are going through shop bookings. If you booked on the phone it goes through to a virtual call centre and answered in a shop that's why it shows as a shop booking. Tui aren't going bust they're just struggling with the volume and aren't remotely set up to have people work from home so it's taking a while. I don't work for them but am in the trav industry and have friends at tui a d know this is what's happening.

Does anyone have an update?
None here, 21 days since receiving the email stating the refund would be paid. It says with 28 days so I will wait another week before trying to contact them again.

Tui are definitely holding onto people’s money. Promising refunds that have not materialised 4 weeks later. I have heard they are trying to push through legislation that means they can offer credit for future holidays instead of a cash refund.

I've heard that too.
No refund (due to cruise 3rd April.)
I'm getting so worried now. Stupidly we paid on debit card too.

@Fleurchamp No mention of any timescale on the letter that confirmed the refund. I'm not surprised to hear that it's taking longer (by law it should be done within 14 days) but I'm also worried they are holding on to it to wait for legislation change.

The hotel I want to visit (should have visited) is only provided by TUI, so reooking with them won't be a problem, but I don't knnow when we would be in any position to book to go again.

@DrMadelineMaxwell I am the same, the holiday was for my "big" birthday and so we spent more than we usually would. I don't really envisage spending that amount again on another holiday and besides, who knows what might happen in the next few months? We might need the money!

We were due to go on 27th March.

We paid on credit card, my DH's, I have asked him loads of times to call them to find out whether we can claim via them (but obviously he hasn't!).

I shall give them a week and then update you all.

No refund here either. Filled in hsbc credit card chargeback form last week and heard nothing, will call them tomorrow. Due to fly 31st March, they did call me and confirmed they would refund. This hasn't come through and looking through Twitter I won't get my hopes up.