Tui customers remain angry over lack of coronavirus refunds

‘We’ve had to cancel holidays for nearly a million customers,’ says Britain’s biggest holiday company

Havana nightmare: Mike Shaney was booked to travel to Cuba with Tui in March, and is still waiting for his money back (Simon Calder)

Six days after the boss of Britain’s biggest holiday company admitted blunders over refunds, disappointed customers are continuing to complain about delays getting their money back.

Tui has had to cancel more package trips than any other firm because of the coronavirus pandemic.

On 21 May, the managing director, Andrew Flintham, sent an email to hundreds of thousands of customers, saying: “I’d like to apologise for the frustration you may have felt. I’d like to assure you that we’re dedicated to doing everything we can to make things better.”

But many customers are still expressing their frustration, both in messages to The Independent and on social media.

Mark and Elizabeth Kennett were due to travel on 25 March, and say they are still owed £1,550. Mr Kennett said: “Hitherto we were loyal Tui customers who travelled with the company on an expensive holiday every year.”

Under the Package Travel Regulations, anyone whose holiday is cancelled is entitled to a full cash refund within two weeks of notification.

Almost the entire travel industry has been unable to meet this obligation, as they attempt to change from businesses devoted to sending people on holiday into organisations handing back customers’ money.

Mike Shaney has had holidays to Cape Verde and Cuba cancelled. He said: “Together they cost about £4,000. I had the cancellation confirmation email from them on 13 March for one holiday and 24 March for the other. I have been very patient.”

Paige Stevens, who says she has been waiting for a refund since April, tweeted: “@TUIUK can someone respond to me! Twice on hold for an hour to have the phone put down! I just want my refund!!”

A week ago, Tui was still insisting that customers waited for a “refund credit note” before phoning for a refund.

The company has now promised to short-cut its refund process, allowing for online cancellations.

A spokesperson for Tui said: “We’re really sorry that refunds are taking longer than expected. We’ve had to cancel holidays for nearly a million customers, and we’re currently processing all the refunds that have been requested; these take around four weeks.

“We’ve introduced an online refund form to help our customers and we’re working tirelessly behind the scenes as quickly as possible to process the requests.”

With the Foreign Office continuing to warn against all non-essential travel abroad, and the Home Office imposing quarantine on returning holidaymakers from 8 June, travel firms are cancelling departures in their thousands for next month.

Jet2 has axed all holidays due to depart up to 30 June. Tui is expected to announce its cancellations imminently.

Many other firms are under fire for delays with refunds. Adele Goel told The Independent: “I had a big, big holiday, celebrating a 60th, 50th and 18th birthday, and wedding anniversary cancelled by Norwegian Cruise Line on 8 March, and requested a refund on 21 March.

“No sign of money nor any response from ‘personal cruise consultants’.”

A spokesperson for the cruise line said: “We recently cancelled an unprecedented number of cruises due to the Covid-19 pandemic. This has resulted in a much higher than normal volume of refund requests to be processed.

“Our team is working tirelessly to finalise these refunds back to the original form of payment which are being received within 90 days of being requested.”

James Healey tweeted: “@easyJet I can’t get through on the phones been waiting for a refund for over 2 months now! How can I get some help?”

A spokesperson for easyJet said: “We are processing refunds for customers and aim to so in less than 28 days, however because of the increased volumes due to the pandemic, it could unfortunately take longer.

“We would like to thank customers for their patience and assure them that these entitlements will be available long after their cancelled flight has flown.”