I went to Sri Lanka in the midst of the economic crisis this year (TUI forced us to but tbh i’m not upset about that as the hotel/country were crying out for custom..
En route back TUI messed up our transfers and flights so badly that we effectively were stranded in the airport for a day and had to pay through the nose to get an emergency b+b, taxi’s, food etc. nearby the airport.
Claiming back expenses on TUI’s website they said it will take 2 weeks to respond (or longer in busier periods). It’s been 4 months now and no reply, i’ve raised/chased multiple tickets to no avail. When i phoned up I was told by another dept that the claims dept don’t have a phoneline and just to keep chasing tics..
Any ideas what to do next?
Anyone else have a frustrating TUI story?
4 comments
>TUI forced us to
TUI forced you to go on holiday? Sorry, what does that mean?
Stop being patient.
Send their legal department a “letter before action” – stating a summary of your claim, the amount you expect them to pay, and giving them 14 days to respond before you begin legal action. Example here: [https://www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim-aSFAC8Q6Jqan](https://www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim-aSFAC8Q6Jqan) (send it by recorded delivery and keep a copy!)
16 days after sending that, being a Money Claim Online: [https://www.gov.uk/make-court-claim-for-money](https://www.gov.uk/make-court-claim-for-money)
I recently booked with tui and couldn’t be happier actually after being soemhwat skeptical, everything was flawless. For something like this I’d be claiming on my travel insurance? Have you tried that?
Hi I can help but I’m not talking as TUI nor am I representing Tui, only myself.
1- go to tui.co.uk/contactus
2- scroll down and fill in a complaint form under when you get home if you haven’t already.
3- write down exactly how much you paid and include receipts.
4- fill in a separate flight delay form, it’s best to wait 2 or 3 days after returning.
The flight delay compensation takes maybe a week or 2.
Expect to wait anywhere from 56 to 90 days to receive a call or email in regards to your complaint though.
I can confidently say that you will be refunded your expenses and get the delay compensation.