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Original poster

Anybody had a TUI refund?

25 replies

BG2015 · 22/04/2020 19:53

We were told on the 17th March we would get our £3400 refund within two weeks....and zilch.

No one I've spoken to on the various groups I'm on (money saving expert, Facebook, Twitter) has had a refund. I really did think they would start issuing cash refunds to the first batch of people cancelling in March after their announcement last week regarding refund credits. But still nothing.

We can't rebook as the holiday is £800 more for the same time next year and it's just too expensive.

OP posts:

EcoCustard · 23/04/2020 21:44

Our holiday was cancelled 20th March for Easter departure. Refund promised within 48 hours, received nothing they have our £6500. I have been repeatedly lied too on the rare occasions I have talked to someone.

Original poster

BG2015 · 23/04/2020 21:49

A couple of people on the Money Saving TUI refund forum have had refunds today.

OP posts:

InterviewTerminated · 24/04/2020 21:46

I contacted Tui a couple of days ago on our departure day and received a full refund back to my payment card today.

Original poster

BG2015 · 25/04/2020 09:48

You are very lucky then.

We should have gone on the 4th April. Our refund request will have been 6 weeks ago this Tuesday.

How long did it take you to get through on the phone? I thought people travelling after the 16th April had to wait a month for a refund credit? Then they can apply for a cash refund or book another holiday?

When was your departure date?

OP posts:

tinytemper66 · 25/04/2020 10:04

I am going to forfeit my deposit for this summer's holiday. I would rather lose the £200 pp than the whole holiday cost.
I don't want to be lumbered with vouchers or book for next year and then they go bust. We wont be going to Italy in August so would rather cut my losses now.

InterviewTerminated · 25/04/2020 10:58

@BG2015 our departure date was 21st April. I called the number they say to call once you receive a refund credit note and I was on hold for an hour before getting through.

On getting through I just explained why a credit note was not acceptable in our situation (won't go into as outing) and that they were actually breaching regulations etc. Woman I spoke to was lovely and really helpful and said she would process a refund straight away.

Having read the Tui's Facebook and Twitter pages, I honestly didn't have much hope of getting a refund when calling. I do wonder if it was just down to pure luck of getting someone really helpful at the other end of the phone.

Original poster

BG2015 · 27/04/2020 12:35

My DP has just spoken to TUI, he got through really quickly surprisingly even after being told the wait would be an hour.

She told him that everyone that requested a refund up to the 16th April will automatically be refunded by the 1st May.

So we will wait & see......

OP posts:

dreamingofsun · 28/04/2020 13:47

still waiting for a refund for flight on the 19th march that was cancelled. they are ignoring all my communication with them or giving me incorrect responses, eg that my flight didnt exist.

Original poster

BG2015 · 29/04/2020 21:44

We have had an email confirming the various amounts we've paid which will be refunded in the next 3-5 working days.

It will ,be refunded to the cards it was paid on.

OP posts:

Original poster

BG2015 · 01/05/2020 07:38

We had our refund overnight!

OP posts:

dreamingofsun · 01/05/2020 20:33

so what time did he phone them bg? every single time i have tried at various times throughout the day i have not managed to get through, not even in a super long queue.

Original poster

BG2015 · 02/05/2020 07:14

He's phoned them twice. The first time at 9am and they answered after 10 minutes.

The second time was lunch time and he was in a queue for over an hour. He just put the phone on speaker and carried on with his day.

OP posts:

dreamingofsun · 02/05/2020 13:51

he was very lucky bg2015, i tried phoning continuously for about 20 mins at 9am yesterday and didnt manage to get onto a queue even, and also around mid day with the same result. Managed to get through to credit card company yesterday though after waiting in a queue for about 40 minutes and have now logged it with them. apparently someone will email me in about a months time to get more information

PinkDaydreams · 02/05/2020 13:56

Hello all! We were due to fly to Spain today for a week. I received a phone call from TUI about two weeks ago and got a full refund a couple of days later. To be honest I was really impressed with them. He offered me vouchers to start off with but I explained that DH is self employed and I’m a stay at home parent and he just said ‘we wouldn’t normally refund but due to your circumstances I’ll process the refund right away, you’ll get the money in your bank by the end of the week’. I realize how lucky we have been to get our money back so easily. I really do feel for the customers that are having so much trouble.

EcoCustard · 02/05/2020 20:06

Glad to see some have had refunds. Nothing here and waiting since March 17th.

mothtoaflame · 04/05/2020 07:18

I'm still waiting for a refund that was due by 20th March, travel date 8th April. They have £6.5k of my money and I was told that I'd be refunded by 1st May and still nothing.

Original poster

BG2015 · 04/05/2020 08:34

Ring up and just leave your phone on speaker. Give them a nudge.

OP posts:

Joans3rddaughter · 04/05/2020 09:21

I have had two emails both thanking me for being patient and not contacting them. Was promised a voucher by 1st May. No voucher. Now promised voucher 15th May. No offer of refund. Had booked flights only for March.
I think all the airlines are playing for time. I think they are using delay tactics whilst awaiting an outcome from the Gov't. I think they are looking for an amendment to the law in these "unprecedented "times so that they can insist customers accept vouchers.

dreamingofsun · 04/05/2020 16:10

bg2015 i couldnt even get into a queue the 12 or so times i tried. it just said they were too busy and to phone back.

Original poster

BG2015 · 06/05/2020 17:34

I think it's got worse now on the phones. Our refund is £250 short and like you my DP can't get through even to get into a queue. He's been so lucky previously

OP posts:

noideaatallreally · 06/05/2020 17:39

Currently in the phone queue - it took be 10 calls to get this far as I couldn't even get into the queue earlier. I have now been waiting 40 mins. Should have gone on holiday 2nd April. I have been very patient and waited, and waited for the creit note ref number which finally arrived today. I just want my money back and TUI are certainly not making it easy.

NewNameGuy · 06/05/2020 17:40

We got an email today, refund or extra 20% if we rebook which seems good

dreamingofsun · 06/05/2020 19:58

we changed a flight from turkey once with tui to majorca as there was quite a lot of terrorist activity in turkey and tui charged us 70% of the price to change. It was very nearly cheaper to write the flight off and book with someone else. they were extremely unhelpful

RichardL13 · 11/05/2020 09:41

Got an email from TUI today saying that they will refund part refund £90. They still owe me £569. Not sure why they didn't refund the whole amount in one go.

Emsmomma · 13/05/2020 15:36

I finally got through yesterday after trying on and off for a week. She said I needed the refund credit (hadn't had it and we fly Thursday) she has a quick look and said it hadn't been cancelled off the system yet so she could do it. The money has just landed back into my account not 24 hours after speaking to them so I'm pretty impressed

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