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.

If I lodge a small claims court case against Tui, would I get the court fee back? Does anyone know?

@muskeg yes, you should do.
I am going to start by sending them a letter before action giving them two weeks to refund before making the claim (my fee is £410!)

Thanks yes, I am worried about wasting more money!

Yes. Was due to go on a cruise 29th march. Had it this morning

Great @maddy68! When did you get the initial email confirming that you would get a full refund?

I have suspicions about what is going on and want to get more information.

Also @maddy68 did you get a second email confirming the payment had been made?

I must have been really lucky reading these.

I called TUI about a cancelled flight last week. I was on hold for just over an hour before getting through. The woman on the phone was happy to refund without question and the money was back in my account the following day!

This is the number I called on: 020 3451 2688

I booked online.

We were supposed to be going to Cape Verde last week of March , had refund about a week ago .

It took a bit of chasing. We booked through cruise.co.. tui had refunded them last week but they were hanging onto the payment.

Aargh. I am wasting far too much time and energy on this.
My theory is:

1. They have decided to write off those customers who were given refund confirmations in March as lost future customers and are concentrating on those they have spoken to since.
2. My flights were with BA - maybe they are struggling to get their money back from them and until that comes in they are not refunding me.

Either way, a bit of communication would be nice.

I was due to travel on 1st June and I've had an email off them saying it's cancelled but I can't get through to request refund instead of credit. I get to a certain point then it says they are too busy at the moment. Anyone got any ideas?

No idea @Roarsomemore!

I have been trying to get a refund for 6 weeks now for my March holiday. I think they are sending out refund credit codes but the word on Twitter is that you do not need to wait for it.

After being told the refund was on its way I have now received the refund credit email..... back to endless phone calls for me!

My back up plan is to claim on travel insurance, and then if that doesn't work to claim via credit card.

My refund arrived yesterday, so relieved I don't have to try calling them again!

That's good news @Fleurchamp

We finally got through on Tuesday after 200 attempts at phoning, DH spoke to them. The balance payment was refunded to my credit card on Thursday . They did say to DH that the rest would come at a later date but he wasn't clear why and obviously, I can't get through again myself to check! So we are currently about £400 down.

I have managed to get through today after probably similar number of attempts as above poster over the last two days. Then finally got through and waited for over an hour for an agent. The money will be refunded to my credit card in the next 3-5 days all things going smoothly!

Hi.we booked in a tui store by cash. Due to go next week but partner didn't provide email to them as doesn't like sharing personal info. Not heard a thing as yet. Reading all the emails it looks bleak for a quick refund.

I’ve been trying to get through on the phones for the past 3 weeks. Generally I’ve been trying 20-30 times a day and I’ve not even getting to the point of being put on hold. Just told they are experiencing high demand

I am ao reluctant to finish paying for our holiday later this year and then have this rigmarole trying to get my money back. Seriously considering writing off the £800 I have already paid.

I have been waiting since mid March, cannot get through on phone or email but oddly I received another cancellation email, obviously the same one as the March one but with 11 May date on it. Still no money in bank though. Not sure what they are playing at but I am not expecting to get any money back now. They are laying off all those staff, I have a feeling they will go bust.

We had to pay the balance of our holiday in April. It was cancelled today. We paid the balance
in order to fulfil our side of the contract.

For various reasons TUI have had our money since 2018 and then April 2019. I don't want them to have it until some mystical date in 2021.

Any top tips as to how we get our money back, as a refund not a voucher or credit note, ASAP?

We have travel insurance and paid by credit card. Insurance not willing to get involved yet. On hold to credit card.

So it turns out TUI have £650 MORE of our money than I remembered and we paid over 2 credit cards and 1 debit card. This is going to be complicated isn't it?

Ugh.

I got through on Monday and the money was back in my bank by Wednesday. After being initially very worried I was actually very impressed about how they handled my case. Good luck to everyone waiting.

We got through today! Explained we did not want refund credit at all and they processed the refund. It could take up to 4 weeks, but if that's true that's fine.
We had originally been expecting to wait about 4 weeks for our refund note and only then being able to ask for a refund with that taking another 4 weeks potentially.
TUI the company have always been terrible. Every single individual staff member has been lovely, helpful and understanding. I don't envy them at all and wish the staff the very best.