Your TUI refund is taking forever…
You have filed for a full refund due to cancellation, and now you are waiting. It’s been weeks, or months. Perhaps you have received a communication of some sort from them about the situation, or maybe they are yet to respond. Regardless of the specifics, one thing is clear. As per the EU regulations, your TUI refund should be processed within a week.
So, what if the delay extends beyond this timeframe?
TUI Refund Is Taking Forever: Step-By-Step Plan
Whenever a flight is cancelled by an airline, a refund should be paid.
Alternatively, a new flight must be offered. For free.
For example, in the European Union and also the United Kingdom, if TUI cancels a flight, you should be presented with a choice between a full refund and an alternative flight. It is crucial to note that sometimes only a refund is possible, while, at other times, both a refund and flight cancellation compensation might be on offer.
Step 1: Reach Out to TUI
Reach out to TUI customer service through their website.
You can also try contacting them via WhatsApp or Messenger.
Unless there is an unforeseen and significant event, like a global pandemic, or nationwide strikes, you should receive a response within a week. If you do not receive a reply after a week, consider sending additional messages. If necessary, continue this process every few days to ensure you get a response.
Step 2: Reach Out to TUI Through Social Media
If TUI doesn’t respond, turn to social media.
If several weeks of emails and WhatsApp/Messenger conversations lead to no answer, use Facebook and Twitter to get TUI’s attention. Remind them of the 7 day rule in Europe. Reference Regulation (EC) No 261/2004, Articles 5 and 8. Or, the same articles of Regulation UK261.
Step 3: Resist Accepting Vouchers
Your refund should be credited to your bank account.
You are not obligated to accept TUI vouchers or coupons.
Step 4: Get in Touch with the National Enforcement Body (NEB)
Every member state of the EU has such a body. UK also has it.
Reach out to the NEB of the country from which your flight was scheduled. If your flight was from Germany, get in touch with the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it’s a flight from a country outside the EU, contact the NEB of the destination country. You can find all the contact details of these organizations here.
While the last approach is the most potent, it’s also the most time-consuming. Typically, it takes nearly 2 months, sometimes more, for the respective NEB to come up with a decision. And then there is the wait until TUI initiates the payment. For the best outcome, maintain a presence on TUI’s social media pages and use other communication channels.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.
TUI Refund: When Can You Claim It?
UK/EU rules state that you are entitled to a full refund if TUI cancels your flight.
In the case of a flight cancellation, TUI must provide you with a choice between re-routing (free replacement flight) or refunding the entire cost of your ticket. This is applicable irrespective of the reason behind the cancellation and includes so-called extraordinary circumstances. A flight cancellation refund must be processed within seven days.
Any delay in refund processing by the airline is a breach of EU and UK regulations, and passengers should consider escalating the matter.
What If You Decide to Cancel the Flight?
If you decide to cancel the flight, the refund scenario becomes a bit more complex.
Here are some factors to bear in mind:
- Flexible tickets. With flexible tickets, you are likely eligible for a refund, but always review the airline’s terms and conditions to confirm.
- Non-refundable tickets. For non-refundable tickets, a full refund is usually not an option. However, airlines might offer to refund the taxes included in your ticket price.
- Travel insurance. If your travel insurance covers cancellations, you might be able to claim a refund through your insurance provider, depending on the cancellation reason.
- Exceptional circumstances. If you have to cancel TUI flight due to exceptional circumstances, such as illness or a death in the family, the airline may offer a refund or credit for future travel; again, this depends on the airline’s policy and your ticket.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
Extraordinary conditions such as severe weather, airport employees going on strike, or safety threats often result in flight cancellations.
Even though airlines are generally not accountable for cancellations under these circumstances, the EU regulations (Regulation (EC) No 261/2004) mandates that the airline must still present passengers with a choice between a full refund and an alternative flight. Hence, even if the cancellation arises from extraordinary circumstances, you still have a legal right to a refund.
Remember, the refund should be processed within a week. If there is a delay in obtaining your refund, feel free to implement the detailed plan outlined above.
You also have a right to care in these situations.
What is your experience with TUI refunds? Have you ever received a refund from TUI? Share your experience in the comments!