The advice can change so check regularly for updates. Not one of the 20 companies we contacted was consistently meeting their legal requirements to refund consumers within the statutory timeframe . If your holiday's been cancelled and you'd been waiting for a refund for more than 14 days as of Monday 14 September, the refund will be paid by Wednesday 30 September at the latest. Tui was reprimanded by the CAA for automatically issuing vouchers and then making customers wait a further 28 days before they could apply for cash, and the airline promised to begin the cash refund process once a passenger is notified of a cancellation. See gov.uk/travelaware and follow @FCDOtravelGovUK on Twitter and Facebook.com/FCDOtravel - for the latest general FCDO travel advice, including coronavirus travel guidance, security and local laws, and passport and visa information. Menu . By Harriet Mallinson. Some were worse than others. Wednesday 12 August 2020 11:42. The watchdog said Tui has already refunded the "vast majority" of customers, but any outstanding refunds will now be paid by September 30. Despite not being physically able to go a refund is not being given and to change the booking which won't be offered at the same price for any date. TUI and Lastminute.com refusing to refund deposits and continue to take cash for holidays that can’t happen Helen Knapman , Digital Deputy Consumer Editor 21 Apr 2020, 17:01 Travel After Brexit Poor state of affairs TUI. Government refunds decision to come ‘as quickly as possible’ In a statement sent to Travel Weekly, Tui said its first port of call was amending holidays for a future date, but made clear refunds are still an option. Tui allowing refunds for cancelled holidays. Answer 141 of 669: A couple of us have asked on other people's query but no answers yet. ATOL protection does not apply to the other holiday and travel services listed on this website. Holiday Brochures First Choice Earlier this year we received a deluge of complaints from Tui customers who were struggling to get cash refunds for cancelled holidays, and competition watchdog the Competition and Markets Authority (CMA) says it investigated the firm after receiving 1,000s of complaints from consumers who hadn't received their refund in the required 14-day timeframe. The pandemic has caused chaos for the global travel industry and has put severe financial pressures on companies as they struggled to refund customers for holidays that were no longer possible. They may wait until the last Thursday before your holiday to check the updated government travel corridor list in hope that they can resume holidays there. Under the Package Travel Regulations, Tui is required to provide a full cash refund within two weeks of cancelling a departure. The Foreign, Commonwealth & Development Office (FCDO) and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad. Tui refund: Travel firm makes it harder to claim money back for cancelled holidays. This is not trying to knock Tui but I am trying to get a picture of the position. Affiliates Travel Money MyTUI app Frustrated customers have been unable to contact Tui's customer service staff in order to get a refund or make amendments to their holiday plans, with many being offered vouchers instead. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. I've flown 5 times in the past two years with TUI and I always thought they were a premier airline but this shows they're not. The UK’s largest travel agent and tour operator has cancelled all holidays up to and including 14 May. Helen Coffey @LenniCoffey. document.getElementById("copyRightYear").innerHTML = "© " + new Date().getFullYear() + " TUI Group"; Here to help 8am-midnight, 7 days a week. Useful. Received refund within 2 days, very efficient process.Tui will not send you to a destination that isn’t on the corridor list. TUI Group Close, Our top deals tailored to you, straight to your inbox Sign up for offers. Cookies Notice Has anyone actually received a refund for a cancelled holiday due to the corona virus. Some of the flights on this website are also financially protected by the ATOL scheme, but ATOL protection does not apply to all flights. Abta said tour operators were being squeezed by refund requests for money that had been paid to suppliers, such as airlines and hotels, and not returned. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. 'People could lose the roof over their heads over not getting holiday refund' 32. criticised the decision Tui amended its policy. Coscelli also raised the prospect of further action against the package holiday industry as the CMA investigates its response to the Covid-19 crisis. The measures apply to all of Tui’s brands, including First Choice, Marella Cruises, Crystal and Skytours. The refund came with no explanation, but TPG had mentioned Ballard’s case specifically when inquiring about Grand Circle’s policy. Please visit our website FAQs for more information. Johnson did not receive a refund at that time. TUI are offering customers a range of refund and rebooking options with their TUI Travel Promise, so if you have been struggling to get through to TUI for a refund this is how to apply. However they have not done anything & this will be their undoing if they survive. I phoned and was offered a full refund, which was confirmed in an email. Reply. Holiday Budget Calculator Tui told the CAA that ‘on average, cash refunds will be processed within 14 days’. I paid £200 deposit on a tandem mastercard. © 2020 Guardian News & Media Limited or its affiliated companies. "As a low-paid key worker £126 is a lot of money not to have for five months," she told the BBC. This website will provide you with information on the protection that applies in the case of each flight before you make your booking. Tui last month reported a loss of €2bn (£1.8bn) in the first nine months of its financial year after revenues crashed by 98% between April and June, the period of the most intense lockdown restrictions in its main markets. App Store for Ios And all of our holidays are designed to help you Discover Your Smile. All the flight-inclusive holidays on this website are financially protected by the ATOL scheme. Tui loses £1.8bn so far this year amid Covid-19 travel shutdown, Tui enjoys record bookings after Thomas Cook collapse, Brexit and Boeing 737 Max dent Tui profits, Tui says Boeing 737 Max grounding could cost firm up to €300m, Brexit, Boeing and blistering weather put Tui on the road to trouble, 'Tui took £260 off my prepaid card after I didn't use it for six years', Travel spending: Put your kids’ cash on a card before they go, Thomson to launch final TV ad before Tui rebrand, 14 days mandated by consumer protection law, accepted credit notes in place of a refund. Tui UK has committed to paying any outstanding refunds for package holidays cancelled because of the coronavirus pandemic by 30 September after the regulator received a deluge of complaints that the travel company was breaching consumer law. See Travel Aware page - for travel advice from TUI. Tui, Europe’s biggest holiday company and the biggest tour operator in the UK, will also write to all customers who have accepted credit notes in place of a refund to give them the option of converting it into a cash refund. TUI. Thousands said company was not paying refunds within required 14 days, says CMA, Wed 16 Sep 2020 05.31 EDT I now have to wait another two weeks to request an actual refund. The CMA has received more than 25,000 complaints about cancellations and refunds across the travel sector, including those from Tui customers. Martin Lewis has shared his advice on how to successfully get a cash refund from TUI following the Anglo-German airline's decision last week to extend the suspension of flights from Britain. It is cutting 8,000 jobs and has closed 166 UK and Ireland stores to cut costs. Our website uses cookies to improve your experience. Everyone else who's requested or requests a refund should be paid within 14 days of cancellation, in line with the usual regulations. Ryanair, Virgin Atlantic and Tui still failing to pay refunds on time. Any TUI Airways flight only or TUI or First Choice accommodation booking will not be protected under the ATOL scheme or the ABTA bonding scheme. Last modified on Wed 16 Sep 2020 06.56 EDT. Some were worse than others. The airline apologised to customers for not processing refunds quick enough after it was forced to cancel 900,000 holidays due to coronavirus. So far I haven't received the refund and now I cannot get hold of TUI. However, the CMA has insisted that companies must abide by consumer protection laws. Tui extends supension of beach and cruise programmes. The Competition and Markets Authority (CMA) said thousands of people had complained that Tui UK was not paying refunds within the 14 days mandated by consumer protection law. We cross the ‘T’s, dot the ‘I’s and put ‘U’ in the middle. I was told I would have it in 5 days. Discover Lakes & Mountains When you pay you will be supplied with an ATOL Certificate. Britain’s biggest travel firm insists that customers accept a refund … Lockdown restrictions has meant we can not go and also the hotel is closed. Booked an accommodation only holiday through Tui and paid in full. Discover Weddings Our package holiday with TUI was cancelled on 16th March. Scandalous for many reasons.If only Tui UK were to put out a statement saying due to obvious reasons, refunds will be actioned when able to & send out an e mail confirming the refund. Google Play Store TUI holiday refunds coronavirus update - Travel agent agrees to refund cancelled package holidays by end of the month . You paid in full for the first trip in cash and a £400 deposit for the second trip, also in cash. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk. If you do not want to book another holiday with us, we can refund you the value of your refund credit back to your original payment method. According to the Package Travel Regulations, all travel companies are required to pay a full cash refund with two weeks of cancelling a trip. Quite true & they (Tui) are doing an exceptional job of it too. If your original booking was for a TUI River Cruise and you were due to travel on or before May 31, 2020 you’ll receive a refund credit and a separate booking incentive up to 20 per cent. Not receive an ATOL Certificate then the booking will not send you to destination... Can not go and also the hotel is closed doing an exceptional of! The booking will not send you to a destination that isn ’ T on protection. Covid-19 crisis you make your booking I can not go and also the hotel closed! 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