CASH BACK How to get a refund from Tui as it cancels holidays until end of June

TRAVEL company Tui has cancelled all its holidays in June — leaving thousands more people waiting to get a refund.

As well as scrapping its package holidays next month, the company has cancelled a number of cruises.

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TUI has cancelled its holidays in June.
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TUI has cancelled its holidays in June.Credit: PA:Press Association/PA Images
So what do you do if your break has been cancelled?

Can I rebook my holiday for another time?
If you just want to rebook the same holiday for a later date, effectively just amending your existing booking, you can do so immediately here.

Currently, however, this only applies to cancellations before June 30.

If you want to wait and book something later, Tui promises to give customers a full refund for their holiday in credits for a future booking.

If your booking was a package holiday, you will also get a “booking incentive” which gives you up to 20 per cent off in the future.

Some cruise customers are also being given a booking incentive.

But this bonus will only apply for bookings that cost 20 per cent more than the original booking — if you book a flight or holiday that costs the same or less, you will receive no additional benefit.

Tui has promised that you will receive an email four weeks from your original departure date with all the relevant information you need to rebook for another time.

This will include your “credit code”, which you will need for the company to process your request.

If your original booking was part of a package, your refund credit will carry the same ATOL protection.

If your Marella Cruises or River Cruises booking was cabin-only, or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme.

Both of these things give you security if Tui later cannot offer you a new holiday.

What are the holidays that have been cancelled?
These are the holidays Tui has cancelled so far:
Tui holidays travelling on or before June 11 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
Marella Cruises sailings on or before June 30 2020 and all of the following:
All sailings on Marella Celebration
Sailings on Marella Discovery 2 up to April 30 2021
Sailings on Marella Dream up to May 4 2021
Marella Discovery sailings in December 2020 and January 2021
Marella Explorer 2 sailings between May 5 2021 to October 20 2021
Can I get a cash refund?
Tui’s website says passengers can apply for a cash refund, if “unable to accept a refund credit”.

Legally, anyone with cancelled flights is entitled to apply.

Once you have received your refund credit code from Tui, you can use its refund request form to apply for a cash refund.

This can be done up to 12 months after your original departure date.

So if you think you might rebook but later change your mind, you can still get your money back as long as you hang onto your credit code.

Depending on how you booked, Tui said it could take up to 28 days to process your refund.

And it will refund you on your original means of payment.

Refunds can also be requested via phone, on 0203 451 2868.

Phone lines are open Monday to Friday from 9am to 7pm, and you’ll still need to provide your credit code.

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What about any add-ons to my holiday?
If you booked any holiday extras with Tui at the time that you made your booking or via the Manage my Booking page, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit.

This also applies to theme park tickets if you booked them alongside your holiday.

There’s lots more information on Tui’s website here.

What if I booked through a third party?
If you booked through a third party, you should contact them directly, as their conditions around changes and cancellations may differ from Tui’s.

What are my other options?
If you are unable to get a refund from Tui or you find you don’t qualify, you could try one of these other options:

Check your travel insurance — it may cover you for cancellations and you may be entitled for a refund.
If you paid by credit card, Section 75 laws mean your provider must protect purchases over £100, so if there’s a problem you could get your money back.
Tui is a member of the ABTA, which upholds standards in the travel industry, so you can always ask it for help if you’re struggling to get your money back.
My holiday hasn’t been cancelled yet but it might be — what do I do?
Tui has acknowledged that the ongoing coronavirus crisis could force it to cancel more holidays in the future.

Customers who have holidays booked until August 31 are able to make changes to their booking free of charge until June 30 at the moment.

But you don’t qualify for a refund if your holiday hasn’t been cancelled yet — even if you think it will be.

Tui is expected to make a decision next month about holidays in July.

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