A complaint about TUI

Status: Approved

#CustomerService #Communication #Inconvenienced  Let down Frustrated Disgusted 

Kindly shared by Anonymous

What happened

We booked a 4 night super break package holiday through a TUI retail shop August 2019. They went bust, flight was not effected but our hotel was cancelled so we had to pay again once we arrived. We kept all receipts so on our return TUI could start the claim procedure. We filled in all forms and receipts photocopied and as far as we knew they had forwarded these onto ABTA. Heard nothing from TUI for ages so called ABTA and they had no knowledge of any claim from us. Since then I have been calling every number I could find for TUI customer services. I have mostly been told they do not understand what is happening. Advising me to do all the things I have already done. I have done them over and over again. So I've just e-mailed the CAA to see if they have any knowledge of my claim. This has now been going on for over a year and it is unacceptable. Tui just seem to be passing the buck. My husband has recently passed away so this is all adding to the unnecessary stress. We booked a holiday with Superbreak through TUI. We have completed all relevant forms at TUI store and they said the rest was up to them. They have failed miserably. Any help or advice you may have to help will be much appreciated.

What I wish had happened

Claim forms to have been sent to the correct body to enable the claim to be resolved within a few weeks. TUI to take full responsibilty and do their job properly. Look after the customer.

Where this happened

In Person

TUI Customers

Most talked about by TUI customers

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How this makes TUI customers feel

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28% Customer Service
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23% Financial Loss
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13% Inconvenienced
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13% Communication
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10% Delay
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4% Fraud
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3% Rudeness
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1% Embarrassment
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Furious

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1% Returns
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Furious

1% Discrimination
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1% Other
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Furious

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Let down

Travel Customers

Most talked about by Travel customers

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How this makes Travel customers feel

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27% Financial Loss
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25% Customer Service
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12% Inconvenienced
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10% Communication
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7% Delay
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6% Fraud
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3% Rudeness
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3% Other
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2% Returns
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2% Embarrassment
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Disgusted

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1% Discrimination
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Furious

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0% Quality of product
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0% Delivery
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0% Service
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0% Expectations Exceeded
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  1. TUI
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  1. British Airways