By. Money-saving expert Martin Lewis has issued advice to customers on how to get a refund from TUI if your holiday or cruise has been cancelled.. TUI has changed its refund … Express. Many popular travel firms, including Jet2, Tui, easyjet and Ryanair, have updated their policies regarding the coronavirus outbreak, meaning you may not be protected if your holiday can’t go ahead. Earlier this month TUI delayed the date it will restart holidays for Brits due to the ongoing travel restrictions. Martin Lewis has explained why some TUI customers are experiencing difficulties with the tour operator's new online holiday refund form. “If not, by this time next week get in touch with me again and I’ll go back to TUI and I’ll say ‘Well, you told me that would work but it hasn’t, what do people do now?’, “So the afternoon call is the key, I think.”. "At this point in time, nobody can accurately predict when that will be, so for the time being we will keep a close eye on our programme and continue to amend and adapt timings in line with the latest global travel advice.". She was told to wait for a refund voucher and on Monday this week was sent the voucher and told to apply for either a replacement holiday or a cash refund. So far, TUI has offered customers credit notes and a 20% off booking incentive, but you can still get a cash refund. This has left its customers frustrated as they are left out of pocket while waiting for refunds for their holidays. “On their computerised system if you booked online it's pretty simple and it should work quite simply, but, if you paid in store, they've tried to use a legacy system and transpose that data into the online system because the stores are closed, and they've had some problems with that. Unfortunately, we can’t process your form if you have not entered your Refund Credit code details. A number of travel companies have experienced huge difficulties due to Covid-19 with almost all … “The time to call is in the afternoon when the average waiting time is 15 minutes.”. “TUI changed its stance a couple of weeks ago and said it would give cash refunds and you could trade in your vouchers for a cash refund,” he told audiences. - TUI agreed to refund in full (I have email confirmation of this) within 5-7 working days from March 18th - So far, no money has been received I appreciate that they must be unbelievably busy at the moment (and working in sub optimal conditions - every person I speak to is working from home). Mr Lewis also told customers taking a voucher to question whether the voucher is protected in case the company "went bust". Lewis revealed TUI’s customers had mixed responses to the service they’d received. “What I'm being told is that it can be very busy in the morning,” said Lewis. He explained that the problem seems to be affecting customers who booked holidays in stores due to an old computer system. Unfortunately, it’s not smooth sailing for everyone in this position. “I've been talking to TUI this afternoon and it seems what's happened is this,” he said. He said: "I asked people on social media what experience they had and it was really split. 08:45, 21 JUN 2020. "If addresses were put in the wrong order, that might stop you getting a refund so that's difficult, so you have to give them some compassion for that because they've done it very quickly.". Unfortunately, the tour operator is one of many firms struggling due to the coronavirus pandemic. TUI launched the new online refund form in May after apologising to hundreds of thousands of customers for their holiday refund fiasco. One woman who spoke to Martin on This Morning said she had booked a September holiday with TUI and had an email from them cancelling it on the 13th May. “If addresses were put in the wrong order, that might stop you getting a refund, so that's difficult.”. 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Martin promised to look into this for her and on his Martin Lewis Show on ITV he reported back to his fans. Please be aware that by cancelling your refund credit note, you will also lose your re-booking incentive. It is time to fight back and get your refund. The Money Saving Expert went on to summarise: “So this is what I've asked you to do if you're struggling with TUI: try online - if it doesn't work… then call them up - but do it in the afternoon… and see whether you get through in the afternoon. IMPORTANT - This form is to request a refund once you have received your emailed Refund Credit from us. Money saving guru Martin Lewis has told customers how they can get a refund from TUI.. 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. Martin Lewis (above) 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 He recalled that he’d chatted to a woman during his appearance on ITV’s This Morning on Thursday who failed to get through to TUI’s call centre. Tui Refunds Group. "But if you paid in store they've tried to use a legacy system and transfer that data into the online system because the stores have closed and they've had some problems with that. So what should TUI customers in this position do? Consequently, this evening, on The Martin Lewis Money Show, Martin Lewis himself gave his travel advice on getting TUI cash refunds back at this difficult time. However, Lewis warned that TUI phone lines could be even busier on Thursday following his ITV appearance as customers rushed to follow his advice. However, it seems the UK's biggest tour operator is still having trouble with some refunds. She told Martin: "You put the booking reference in, the name of the lead person, but it won't let you input a date and it won't let you go any further.". Thousands of passengers are struggling to get their money back. (8 days ago) MoneySavingExpert Martin Lewis has issued important advice on how holidaymakers can get their hands on a cash refund from TUI.
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