TUI issues vital holiday refund information to furious customers

Award-winning package travel giant TUI has apologized to furious customers for refund delays – and has put in place a new procedure to help people get their money back.

The company has sent an excuse letter promising to ensure that money is deposited into people’s bank accounts as soon as possible – after their vacation plans were canceled due to the virus.

General Manager Andrew Flintham said, “I want to apologize for the frustration you may have felt.

“I want to assure you that we are committed to doing everything we can to improve things.”

Mr Flintham added that improvements are needed in “how we take care of you”.



The Mirror reports that a new procedure has been put in place to better manage canceled and future bookings in addition to a simpler online refund process – without calling the computer.

Mr. Flintham ended the email: “I want to apologize that it took longer than it should, we will make sure we are better in the future.”

The full email entitled “Sorry” reads: “As we continue to navigate this period of constant uncertainty and begin thinking about how to prepare for the future, I would like to share my thoughts and benevolent wishes. you and those you care about and hope everyone is fine.

“It is hard to believe that in just a few months we went from taking our clients all over the world to canceling vacations for almost a million clients.

“It was certainly a learning curve for us and I will be the first to admit that we have not always done well.

“I want to apologize for the frustration you may have felt.

“I want to ensure that we do everything we can to improve everything.

“After much customer feedback, we conducted a thorough evaluation of how we take care of you and what improvements we need to make.

“We have developed a new system that allows you to manage canceled and future bookings and created a simpler online process if you want to request a cash refund so you don’t have to call us to do this.

“We will continue to offer a refund credit first as this will keep your booking ATOL protected if you want to change it to another time.”

Meanwhile, Jet2 has announced a delay in the return of its flights. Flights are now delayed until July 1. Read more here

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