A complaint about TUI

Status: Approved

#CustomerService #Delay #Communication  Furious Anxious Frustrated 

Kindly shared by Anonymous

What happened

Myself, my partner, our two young daughters (5+7) have our first family holiday booked to Tenerife on 17th August 2020, alongside my mother and father in law and there 7 year old granddaughter under a separate booking. This is a surprise for all the kids who do not know we are all supposed to be going away together. Approximately 3 weeks ago the hotel we are due to stay at, Hotel La Siesta in Playa De Las Americas in Tenerife announced that they were closed until 14/09 - they have a notice on there website, an automated message on the phone line and have confirmed this to me via email. We are due to fly with TUI for this package holiday from Gatwick on the 17/08 and after over 10 hours on hold in the past week, speaking to countless members of TUI staff who are clearly still working from home, not one of them will acknowledge that the hotel is closed and are adamant it's still going ahead. Only one told me back on the 26/06 that if I didn't amend it only by 30/06 it would be automatically cancelled. These telephone conversations have all been recorded for reference and are attached to this email. When I called back on the 01/07 I was told that this want true, they don't know where the last advisor got that information from and that out holiday was still scheduled to go ahead... TUI have been offering a holiday promise whereby they promised to notify customers by a certain date (10/07) if there were any significant changes to there holiday, they have failed to live up to this promise, they are also offering people booking incentives if they have to cancel the booking of up to £500. We were hoping to have been offered this by now as the hotel is closed, therefore one would assume it will be cancelled, this incentive would give us enough money to rebook a suitable holiday and counteract the price increases. We still very much want and need a holiday after lockdown, I have lost my job due to COVID and have a job lined up but very much need a break and something to look forward to. I suffer from mental health issues and this whole experience has been detrimental to my health. It appears TUI are doing everything they can to force customers into amending there own booking and paying hefty fees to do so, to avoid offering us any incentive. Meanwhile holiday prices are increasing, my holiday is only 34 days from now and we have no idea where we will be staying or if we will be going at all. I have joined a TUI complaints page on Facebook with over 27000 unhappy members all with very similar stories. Some due to travel in days to closed hotels with no notification. It's a complete shambles the way they are handling it, 3hours a time on hold if I should be lucky enough to get through and never any answers, just the same generic response. When do you think it would be acceptable to notify us our hotel is closed considering we have known this info for weeks? It's no longer available to book on there website until - surprise surprise, the 15/09/20 the day the reopen, yet they tell me they are unaware of any significant changes! If I do not receive a suitable response and outcome to this issue I will be in my nearest TUI store kicking up one hell of a fuss as soon as they reopen, Thursday I believe, honestly, at this stage I've lost everything so I really have nothing else to lose. This won't go down well for either of us believe me! This is my first time booking with TUI and this is not the service I was led to expect. Regards Ross Halliwell

What I wish had happened

They would have contacted us by now with knowledge of the Hotel closure, rather then sending generic responses and emails with 'Great News your holiday is scheduled to go ahead with no significant changes' filling us with false hope. Not having to spend hours on end on hold, twice alone for 3 hours before they hung up. Not giving me conflicting information depending on who picked up the other end. I would have expected by now that they Notified us, offered us a refund or an incentive to rebook which is there process, rather then leaving us hanging in the loop.

Where this happened

On the phone - 02034512688

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