{"id":5306,"date":"2020-05-21T15:30:35","date_gmt":"2020-05-21T15:30:35","guid":{"rendered":"https:\/\/www.tui.co.uk\/press\/?p=5306"},"modified":"2020-05-21T15:30:35","modified_gmt":"2020-05-21T15:30:35","slug":"tui-uk-ireland-amends-holiday-refunds-process","status":"publish","type":"post","link":"https:\/\/www.tui.co.uk\/press\/tui-uk-ireland-amends-holiday-refunds-process\/","title":{"rendered":"TUI UK &#038; IRELAND AMENDS HOLIDAY REFUNDS PROCESS"},"content":{"rendered":"<p style=\"text-align: center;\"><strong>TUI UK &amp; IRELAND AMENDS HOLIDAY REFUNDS PROCESS<\/strong><\/p>\n<ul>\n<li><i><em>TUI UK &amp; Ireland Managing Director Andrew Flintham admits it\u2019s taken the business a long time to find a system that works when it comes to processing the unprecedented volume of refunds and apologises for the delays.<\/em><\/i><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"list-style-type: none;\"><\/li>\n<\/ul>\n<ul>\n<li><i><em>TUI adds greater flexibility to its booking amendments policy and launches a new online option for processing customer refunds.<\/em><\/i><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>21<sup>st<\/sup> May 2020<\/strong>\u00a0\u2013 TUI UK &amp; Ireland today announces a raft of changes to improve its refunds and booking amendments processes for the more than 900,000 customers impacted by holiday cancellations.<\/p>\n<ul>\n<li>Customers who have cancelled holidays before 11<sup>th<\/sup> June can now access a self-service section on the website to apply for a cash refund, removing the need for them to call customer services<\/li>\n<\/ul>\n<ul>\n<li><i>Customers with holidays booked up to 31<sup>st<\/sup> August are now able to make free amendments to their bookings online until 30<sup>th<\/sup> June<\/i><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>TUI UK &amp; Ireland Managing Director Andrew Flintham said:<\/p>\n<p><em>\u201cWe know we haven\u2019t got it right; we\u2019re doing everything we can to make things better and we\u2019re sorry for the frustration felt by our customers. Taking people on incredible holidays is what we do best, but we\u2019ve struggled to get the right systems in place to support our customers now that we can\u2019t take them on holiday, especially at the speed of change we\u2019ve faced in recent weeks.<\/em><\/p>\n<p><em>\u201cWe want to offer customers greater flexibility with their holiday bookings and simplify the process of requesting a refund.<\/em> <em>T<\/em><em>his is why we\u2019ve developed a new system to help customers with cash refund requests and have updated our amendment policies.<\/em><\/p>\n<p><em>\u201c<\/em><em>We recognise the situation around travel this summer remains unclear and there\u2019s still a lot of uncertainty around when we will all be able to travel again, and some customers may not wish to pay a final balance with so many unknowns. We are therefore allowing TUI customers with holidays before the end of August the opportunity to amend their holiday for free so they don\u2019t have to pay until closer to their new departure date.<\/em><\/p>\n<p><em>\u201cCustomers with a cancelled holiday will now be able to amend their holiday online and take advantage of the 20% booking incentive, or they can keep their refund credit and booking incentive for a later date when they know when and where they would like to travel. <\/em><\/p>\n<p><em>\u201cAnd for those customers that would prefer a cash refund, they can now apply via an online form instead of calling our contact centre. Not only will this save our customers time, but it will also ease the pressure on our hard-working customer service staff who have been dealing with nearly one million calls every day whilst working from home, compared with 45,000 a day during usual times. We are also constantly growing our virtual homeworking team whilst stores remain closed, so retail customers can speak with advisors about current and future bookings<\/em><\/p>\n<p><em>\u201cWe\u2019d like to sincerely apologise to our customers impacted by delays to refunds and the length of time it\u2019s taken. We really look forward to taking people on holiday again as soon as we\u2019re able to do. We can already see that there is a real appetite for our customers to travel again, with many using our booking incentive for holidays later in the year and next summer.\u201d<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>TUI UK &amp; IRELAND AMENDS HOLIDAY REFUNDS PROCESS TUI UK &amp; Ireland Managing Director Andrew Flintham admits it\u2019s taken the business a long time to find a system that works when it comes to processing the unprecedented volume of refunds and apologises for the delays. &nbsp; TUI adds greater flexibility to its booking amendments policy [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":5269,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-5306","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>TUI UK &amp; 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