But on April 17, TUI amended its policy, replacing the refund plan with the offer of a credit note. Tui customers previously had to phone to claim a cash refund, with many reporting that it was impossible to get through. Martin Lewis has explained why some TUI customers are experiencing difficulties with the tour operator's new online holiday refund form. Tui has been widely criticised for telling customers whose holidays have been cancelled that they must accept a “refund credit note” and then phone the company to ask for a refund. Please note that any incentive associated with your booking will automatically expire once you submit your refund request and cannot be redeemed as cash as part of your refund. Credit card payments between £100 and £30,000 are covered under Section 75 of the Consumer Rights Act. For retail customers, we will contact you to arrange your refund. In an update last week, TUI said it was suspending all travel to any destination deemed unsafe to visit by the Foreign & Commonwealth Office (FCO). Holidays & Flights: +44 (0)203 451 2688 (Opening times: Monday - Friday 09.00 - 19.00, Saturday 09.00 - 18.00, Sunday 10.00 - 17.00) Cruises: New bookings: 0203 451 2682 TUI … If you think your trip is affected, but you haven't been contacted by TUI, you can contact it on 0203 451 2695 or by using this online form. To inquire about a licence to reproduce material, visit our Syndication site. 679215 Registered office: 1 London Bridge Street, London, SE1 9GF. TUI contact and refund (5 Posts) Add message | Report. To speak to the team, please call 0203 451 2688. TUI UK has now given formal commitments to the CMA to contact customers who have an unused credit note, to let them know they can convert it to a refund, which will be paid within 14 days. To see all content on The Sun, please use the Site Map. 100% of the donation goes to educational programs in holiday destinations. TUI customers who have cancelled holidays booked before 11 June can now apply for a cash refund online. The FCO has since changed its advice to recommend against all but essential international travel, and TUI says it won't be offering holidays departing before April 16, 2020. Please ensure you have the bill payers permission before calling. Contact Media Press releases TUI Stories Annual General Meeting 2020 and Q1 Key financial information Interviews, speeches & presentations AGM Photos Calendar Contact TUI Ticker on the Coronavirus Responsibility TUI Care Foundation View from the top Sustainability strategy Our approach Sustainability Indices & Awards Reporting & Downloads Contacts 8,000 jobs at risk at travel firm Tui How does the credit refund work? Claims apply for purchases made by debit card, or by credit card for purchases under £100, and must be done within 120 days of the transaction. 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. TUI tells us holidaymakers will have the option of a cash refund or the choice of an alternative holiday of the same cash amount to another destination. Martin said: "TUI's policy is you're being offered a voucher for your holiday but you can get a refund and legally you are entitled to a refund but you need to call them up to get a refund. As the travel provider is experiencing a large number of calls, it's asking that customers only phone if they're due to travel in the next 48 hours. Keep in mind the travel insurance must have been taken out before the FCO advice changed, otherwise you won't be covered. To access the free TUI live chat service click on the image below Some other useful links for Tui are as follows. To make the refunds process simpler TUI launched an online refund form in May, after apologising to hundreds of thousands of customers for their holiday refund fiasco.. Expectant travellers not only had their long-awaited holidays cancelled, but then found themselves struggling to get their money back.. ⚠️ Read our coronavirus live blog for the latest news & updates. If you take a look at the TUI home page, we quickly see that there is no immediate contact number. Tesco recalls festive fruit and nuts packs over fears they will make you sick. If you have a query, take a look at our Ask a Question section. If you no longer wish to have a refund credit note, you booked online or over the phone, and you have already received your refund credit code, please email us at TUIIrelandInfo@tui.co.uk to apply for a cash refund. has a free tool that can help you do this. Martin Lewis has urged holidaymakers to check travel insurance and hotel policies to see if you cancel due to the virus outbreak. TUI UK&I. TUI explain that each refund needs to be processed manually and could take up to 4 weeks. Holidays & Flights: +44 (0)203 451 2688 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. But if you booked through a third party travel agent TUI say that refunds … A Tui spokesperson replies: Our contact centre is exceptionally busy at this time. We're part of TUI Group - one of the world's leading travel companies. Affected holidaymakers will receive a refund credit for the full value of the holiday. They will now be able to apply for a cash refund through an online form. The Sun website is regulated by the Independent Press Standards Organisation (IPSO), Our journalists strive for accuracy but on occasion we make mistakes. Will you get paid before Christmas and can your employer pay you early? At the moment, TUI is accepting bookings for its summer and winter season beyond April 16, 2020. If you can’t find what you’re looking for, please feel free to contact us. As the FCO is advising against all but essential international travel, you may also be covered by your travel insurance if TUI is not helping you. If you need extra information on travel updates and travel ban laws, visit here. The drastic action from the travel and tourism company comes as global cases of coronavirus, also known as COVID-19, soared to 208,000 - with 2,626 incidents in the UK alone. I’m just happy that i didn’t pay for the fit to fly test! I called TUI explained what i had read on departure website and asked if i would be flying? Passengers who booked through a third party must contact the booking party directly, as refund policies may differ. 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. I have tried to contact Tui multiple times by phone and by email to ask for a cash refund … The company has put in place a system for refunding their customers for cancelled holidays. I wondered if anyone can advise. Turned out my flight was cancelled, refunded me while i was on the phone. However, Tui is still breaking the law by insisting customers accept a refund credit note, before applying for their cash refund. Claims can then be made directly through the ABTA website. For other inquiries, Contact Us. We booked through TUI and paid in full to go on a holiday to Lanzerote on 29 March. We've explained your rights as a traveller and if you can cancel your trip. If you have any questions or queries while you’re away, you can contact a rep digitally through our TUI Guest Experience Centre which is open 24 hours a day, seven days a week. The FCO advice is in place for an initial 30 days, although this could be extended. Speaking on The Emma Barnett Show on BBC Radio 5, Lewis said: "TUI's policy is you're being offered a voucher for your holiday but you can get a refund and legally you are entitled to a refund … This can be done up to 12 months after your original departure date. Chargeback can be used to reclaim cash for goods and services you didn't receive. You can do this up to seven days before your original departure date. You may be asked to provide a doctor's note to prove you are at risk if you travel. If customers are unable to accept the refund credit, we are offering the option of a cash refund. Here’s how you can get in touch: Download the TUI App – this is the easiest way to get hold of … (Opening times: Monday - Friday 09.00 - 19.00, Saturday 09.00 - 18.00, Sunday 10.00 - 17.00). You can also contact their customer service team in case you have any issues with your refunds or compensations for your past flights. TUI UK has now agreed to contact customers who have an unused credit, to let them know they can convert it to a refund, which will be paid within 14 days. This service is provided on News Group Newspapers' Limited's Standard Terms and Conditions in accordance with our Privacy & Cookie Policy. We have had a couple of emails to say they will contact us re next steps ie, a refund. TUI previously said it is discussing trips on a case-by-case basis if a passenger has a pre-existing medical condition which means they're more likely to suffer severe symptoms of coronavirus. View our online Press Pack. 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