TUI - The hidden costs of moving

[Sir Bagalot]

We have a holiday booked with FirstChoice. It's for June.

The policy is we can move it to another time at no cost, we have until the end of May to do this.

Simple I thought. Just defer for a year. Not so. You see when we booked it in January we had an online discount, a discount and a promotional discount. Unsurprisingly none of these discounts are available for the new date and it adds over £400 to the trip.

Anyone have any luck getting the discounts moved to the new date?

[Sir Bagalot]

westtra said:

If they hold and do not return the money can we claim via credit card/insurance.

I'm not so sure you can claim it on insurance as it's TUI who should be refunding. I dare say you'll have to go via CC or small claims court.

I used my debit card but I can do a chargeback on that if need be.

[Sir Bagalot]

Well, I'm sitting tight now. They've now extended refunds to mid May. If they extend by another month I'll get my refund.

[Sir Bagalot]

ParanoidAndroid said:

Chris Type R said:

I think it was 0203 451 2720. It looks like I spent just over an hour on the call.

Perfect thank you, will give it a go tomorrow!

They reply to facebook messages within 24 hours

[Sir Bagalot]

Email from First Choice today.

My holiday is cancelled

So I'm getting a credit note that is ATOL protected (but I want my fking cash back) and because I'm a "valued customer" I'm getting 20% added (oh, thats got me thinking....). Has to be used by Oct next year. The extra 20% isn't ATOL protected and has to be used at the same time as the main credit so will basically be used by many for upgraded seats/rooms etc

Now we are quite likely to simply book the same place next year but wont book anything at the moment.

Also read those FAQ's, that 20% bonus isn't all it appears to be. At the moment I'm erring towards taking a refund

[Sir Bagalot]

Just did some quick sums.

So this year I got an online discount, a discount and a promotional discount. Phew! A lot of discounts and they add up to 21.6%. First Choice are kindly giving me an added 20% credit note but it can't be used with other discounts

So do I take the usual 21.6%? Or their kind offer of 20%? Tough choice

To add to that the same holiday next year is 15.1% more expensive. Me thinks I'll be taking a cash refund

[Sir Bagalot]

Well I tried the number given to ask for a refund several times today. Apparently they're getting lots of calls and cut me off after 94 seconds everytime.

I've sent them a few messages, and I don't have time to hang on the phone for days. They have 14 days from the email they sent me to respond and refund otherwise I'm turning to my bank to sort out for me.

[Sir Bagalot]

I still couldn't get past the 94 second phone cut off. If I can't talk to them how am I supposed to ask for a refund rather than a credit note?

Messaged them and they simply repeat that I must call to obtain a refund.

So I did call. My bank to request chargebacks

[Sir Bagalot]

I now have my refund credit note. Should I keep it they will top it up by 20%.

I checked my holiday cost for the same period next year. Surprisingly it's gone up by 20% + £3 Pure coincidence I bet. Not.

Now I have to request a cash refund.

[Sir Bagalot]

Silverage said:

I’ve only paid the low deposit of 4 x £50 = £200 so far. The balance of the deposit was due end of April, but they never got in touch about that.

I’m prepared to sacrifice the £200 if it comes to it rather than have to pay a load more and then fight them to get it back. Either the holiday will be cancelled or they will only be able to offer it all masked up with no food or drink on their planes and then distancing at the resort when you get there, which is not a holiday to me.

What does the T&C's say about not paying, and if you don't what amount you have to pay?

[Sir Bagalot]

Timeline to help others as mine is now resolved.

29th April TUI cancelled my holiday.

After trying several times to call them I lodge a chargeback with my bank, First Direct.

27th May I get my credit note from TUI with instructions on how to turn it into a refund.

My bank beat them to it and refunded me on 1st June

Holiday Extras refunded half my insurance premium which I was surprised at as not expecting anything.

APH (Car parking) are closed. There is no way to contact them as they've shut up shop. Just started a chargeback.

Now. Hopefully my next holiday will be cancelled also as I really don't want to get on a plane yet

[Sir Bagalot]

LotusOmega375D said:

LotusOmega375D said:

Just spotted this thread because we’re all paid up for a second-half August family holiday to Cape Verde. The authorities there haven’t been allowing incoming flights since March, so it’s no go at the moment. TUI haven’t bothered to keep us updated, so I had to find this out myself. They just keep sending their automated e-mails as if everything is fine and dandy. If Cape Verde is not on the imminent “no quarantine on return to UK” list, then we’ll be stuffed with school and work.

As it stands, cancellation would today cost me £4000 rising to the full £5700 as the departure date approaches, so I looked at potentially re-booking for the same slot next year. Lo-and-behold the exact same holiday is 25% more expensive in 2021, so I would be paying another £1413 just to have the privilege of having our holiday postponed by a year, whilst TUI will have been sitting on our money for the best part of two years by then. Had it been the same price, I wouldn’t have grumbled. The deadline for making any amendment is 10 July. After that god knows what will happen.

OK here we go. Barely a day after getting the above e-mail from TUI confirming the holiday, I have just got a new one from them saying the holiday is cancelled. At least we now know where we stand. As stated above re-booking for next year is not an option: their 25% price hike is far in excess of any “booking incentive” they are offering.

So I’ve gone straight for the full refund which they are now offering. Apparently this can all now be done via Manage my Booking. Not so as I have already discovered. I get right through to the final button “Yes, cancel my booking” whereupon it redirects to “Technical difficulties” and asks you to try again. Of course it happens every time.

Is this a blanket response, or just for me? I’ve now tried using the phone line, but 35 minutes in and just that gruesome hold music and corporate chuntering for company so far. Any advice? I don’t want to spend hours on hold.

I found they replied to Messenger messages within 24-72 hours