Holiday complaint- no response.

[hellenbackagen]

Hi
I had a disastrous holiday in June to Mexico with Tui.

Catalogue of errors right to leaving when the rep wrote down incorrectly the coach pick up time and we only just made our flight home .

I wrote an email to complain as instructed by their after travel "help" line

I got a response saying they would reply within 28 days.
That deadline ran out 2 weeks ago . I've responded to that email twice now (that's what it says to do on the email - so they have a record of the complaint number) and still I've had nothing.

Does anyone know where I can go next ?
Thanks.

Abta maybe?

Did anything happen which was more disastrous than almost missing a flight? It doesn't sound the worst holiday story to me.

Certainly they should reply (as much as anything, non-replying can lead to this kind of post), but what do you actually want from them? Something bad almost happening doesn't really warrant much in response.

No that wasn't the only thing. We both got ill and I ended up confined to the room for 4 days and it cost me a thousand dollars I'm medical bills not
To mention not being able
To use facilities or eat.
While confined to room they were renovating an apartment close by so
Couldn't sleep - began work at 8am.

It was a supposed 5* all inclusive.

No water was restocked with mini bar so had to
Keep going to reception to
Ask for water and at times they had none .

Bali bed sheets weren't changed for days on end so you were laid in other people's sand and sweat

Very poor hygiene standards, saw bar staff reuse already used glasses and pour ice back into the bag

Illness was rife

Beach was unusable due to sargassium.
It just wasn't a 5* resort.

And then the flight time was
Written down incorrectly.
It cost over £5k and was so awful I'd never go back to Mexico.

I've no idea why some of that's in bold!!! Oops

I used to work for a tour operator and ABTA states that tour ops have 28 days to respond to a complaint (there are quite hefty fines for them if they don't). If it's over that time contact them again stating that. Also if a complaint was addressed directly to our MD we had to let him read it. The UK MD of TUI is Andrew Flintham. Otherwise you can tweet them as they tend to respond quicker when you make it public! Hope you get a resolution!

There's a Facebook group called something like TUI complaints and the people on there give excellent advice about how to get your complaint taken seriously

Complain to ABTA. I've done it successfully (not Tui) & it's easy to do.

Surely your travel insurance should cover the medical bills?

Take it to arbitration I eventually got 1000 back when I went all the way

Good luck

It’s not uncommon to get a stomach upset on holiday somewhere like Mexico. Surely your medical bills are covered by insurance?

I remember your original post. Try twitter and Facebook?

It wasn't the merories caribe in riviera maya by any chance?

The illness and subsequent medical bills are not their fault and the latter will be covered by your travel insurance.

The sargassum is nothing to do with them either.

When the renovations began on the nearby apartment did you complain at the time and ask to be moved?

Did you raise the issues about the sheets not being changed and the glasses being reused with the hotel or your rep at the time?

In short, did you give them an opportunity to try to fix any of this in resort? If you did and they didn't, that makes your complaint much stronger.

The illness I suspect was the fault of the hotel.

There was a lot of illness there .

Yes I complained at the time tomthe rep about everything but seems nothing was recorded.

Consensus is I should just forget it then? I agree some of the issues were not within the control of the resort (sargassium)
It's been well over a month now and had no response what so ever.
Maybe I just swerve tui. ?

hannah it was riveria maya bit not that hotel.

It was Eldorado Seaside Suites and spa.

The reviews on the whole are very positive.

Do you have any evidence for your claims?

What about insurance?

And how did you get to the airport? Did you incur any expense?

"Consensus is I should just forget it then?"

No, a complaint to ABTA has been suggested by me and others, but only for things that were within the control of Tui.

Have you not claimed your medical bills on your insurance ?!?!?

If the illness was food poisoning then its absolutely their fault. Id argue a bug partially was too because it could have been stopped or lessened by proper hygiene.

Id go to abta like others have said.

I'd argue that resort is the emporers new clothes . There is a very militant Facebook group and I'm fairly certain the reviews on trip advisor are skewed.

Yes I had insurance but I lost 5 days of the holiday due to illness and my partner lost 3 and was ill for a week after returning home .

I complained at the time about the issues in thE hotels control

We had to get a taxi to the airport. The rep did pay for that but journey was dreadful- I was a nervous a wreck because we just didn't know if we'd make the flight it was so late .
We got into the lounge just as the flight was called. Had we not paid to upgrade and get through passport control and jump the queue for luggage (we got premium flights) we'd have missed it.