Tui email

[amiold]

Currently on holiday with TUI. Half of our party didn't come due to medical issues but holiday was all paid.

we've been here two nights and I've just had an email saying I owe £1257 due by 23rd August.

Has anyone had this before ?

Is it a charge for single occupancy?

Potentially but we booked and paid for the others to come so if they didn't Tui still have the money ?
We actually booked and paid for a large family room and a two bed apartment and they have put us in the smaller room even though they've had full money for the larger room.

Seeing as 23rd August is nearly a month ago, could it be a mistake? Does it actually refer to the missing guests or could it just be a delayed email about paying the balance?

Is there anything in the booking conditions about needing to pay extra for no shows and what the justification is for this?

Is the email actually from Tui or could it be a scam? How is it saying you should pay? Can you call Tui, using a number on their website and ask for an explanation?

I didn't actually read the terms so potentially

I've messaged them they're looking into it for me

If your change means fewer adults travel, and your holiday price is based upon the number of adults, we’ll recalculate the total price and the price per person may go up. This extra price isn’t a termination fee. You will also need to pay the appropriate proportion of the termination fee for the adult who has cancelled. See “If you Cancel Your Holiday”.

That's what it says but I've paid for the full party to travel so how does that work. I could understand if less people travel and we cancelled

When I had to cancel due to a serious medical issue with my daughter, I was able to get a full refund from TUI. I just had to provide the letter from the oncology department and they did it no questions asked. That was about 10 days before travel.

Tried that. Because it was within 7 days they said I wasn't entitled to a penny

If this is a cancellation fee that's in the T&Cs, although I can't see how it's justified, it might be something that is covered by your travel insurance so something else worth exploring if you do have to pay.

That's bollocks if you had already paid for the people who didn't actually go.

I'd tell them to take me to court and prove their contractual loss.

Also was the term pointed out to you in emails/when you booked?

If they seek to rely on a very onerous term against a customer it can't be hidden in small print.

Will look into it. Thanks.

No of course not and it wasn't told to me on the phone when I rang them four times last week and explained my dad had a stroke and my mum was his carer and our insurance would only pay out for them but my brother and nephew would stay to drive my mum around. Like it has been a genuine reason we haven't travelled and already will lose a bit of money as my brother won't be able to claim and I've reluctantly came as my parents wanted us to as it's my last month on maternity. Life story but I'm sure someone will be along to say I should have stayed at home and lost a further 3k so I explaining why.

They've had the money for 7 people and three have travelled. I also booked seats and they moved us on the plane anyways 😂

If you don't get anywhere with TUI try Consumer Champions at The Guardian.

They are quite good at looking into companies behaving unreasonably or illegally towards customers.

[email protected]

A recent try-on by KLM.

"if you agree a price for the transaction – that is the price for the ticket – it should not change"

https://www.theguardian.com/money/article/2024/sep/05/our-agreed-klm-flight-ticket-price-took-off-disappeared-and-cost-us-118

Thanks very much I'm already sat seething, thinking of an email to write.

I'm really annoyed I've had a stressful time literally haven't stopped. My brother was at work last week so I done all the running around (to a hospital 40 miles away as my dad was transferred). My partner was away for 9 days so I was on my own with a teething baby who won't sleep and trying to help my mam and dad. this was meant to be a nice break and now I'm stressed again. Arseholes 😂

If they've said they're looking into it I wouldn't stress yet. Last year we got an email saying we owed them about £1k when we were on the way to the airport. It was just a glitch in the system. Called them and sorted it and removed it again within 3 hours.

Moneysaving Expert's Resolver tool might be another route if you don't get a satisfactory response from Tui as it guides you through making your complaint and directs it to an appropriate person to help.

www.resolver.co.uk/companies/tui-holidays-complaints/contact-details

Fingers crossed. Thank you xx

What a star! Thanks so much! I need to be more savvy

No problem at all Laura-Jayne. Sorry about that, it looks like our no-show team went into the booking to update it but for some reason it then added an outstanding balance to the booking. Not to worry as i've now cancelled it down and you owe nothing 🙂 ^Megan

Panic over. Thanks for your help guys x

Came on to give you this email -

[email protected]

They are the ones that agree a refund outside of usual terms.

Sounds very similar to what happened to us, I'd updated something, can't remember what it was and it randomly added on a large outstanding balance. Just crap systems!

I cancelled on Thursday we were due to fly the next day - got a medical note and they kindly moved everything (free) to a new date. They did say if I wanted to cancel that would need to go through my insurance. Hope you get it sorted.

Pleased it is sorted but I’d be having a go at them for disrupting your well deserved holiday and also for the money back for your booked seats

not a good look, Tui

Can only try! Thanks so much xx

I asked if I could transfer to another date, even lose a bit of money. But no, sadly not.