TUI is one of the many holiday companies which have suffered at the hands of the coronavirus pandemic. With Britons unable to travel abroad unless for “essential” reasons, global tourism has been forced to go on hold. However, as countries around the world begin to ease their lockdown, there is finally light at the end of the tunnel for holidays.
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This week TUI issued an important update to its customers.
The tour operator explained on its website: “Due to the ongoing situation regarding COVID-19, the Foreign and Commonwealth Office currently advise against all but essential travel.
“We’d like to extend a personal thank you for your patience and understanding as our customer service and social media teams work around the clock during such an unprecedented time.
“We’ve been working behind the scenes to make a number of changes to our processes.
“These changes will make sure that we’re able to offer additional support to you going forward and will make managing your booking much easier for you.”
TUI have had to cancel a number of holidays and cruises as a result of the pandemic.
If your holiday falls into one of the below categories, it has been cancelled by TUI:
– TUI holidays travelling on or before June 30 2020
– TUI River Cruises sailings travelling up until and including November 25 2020
– TUI Lakes and Mountain holidays travelling up until and including September 30 2020.
The following cruises have also been axed:
Marella Cruises sailings on or before July 30 2020 and all sailings detailed below
– All sailings on Marella Celebration
– Sailings on Marella Discovery 2 from Naples, Asia and the Middle East up to April 30 2021
– Sailings on Marella Dream from Palma up to May 4 2021
– Marella Discovery sailings from Jamaica in December 2020 and January 2021
– Marella Explorer 2 sailings from Naples between May 5 2021 to October 20 2021.
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TUI added: “All other holidays are continuing to operate as planned and will be continuously reviewed.”
Many holidaymakers have been left frustrated over refund delays – what are TUI’s rules on refunds?
The holiday company is offering refund credit which it is encouraging customers to accept.
If they cannot accept this they can apply for a refund.
TUI explained: “We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20 percent.
“You will receive a separate email four weeks from your original departure date with all the relevant information, if you were due to cruise from 1 July onwards you’ll receive it by the end of June.
“Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. If your Marella or TUI River Cruises booking was cabin-only or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme. You can therefore be confident that you have financial security.
“If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.
“Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.”
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