Rory Boland, Editor of Which? Travel, said:
“TUI is acting disgracefully by telling customers ‘don’t call us, we’ll call you’ and then failing to provide any information about their rights to a refund for cancelled holidays, sometimes costing thousands of pounds. Many of these people may desperately need their money back because they are under financial pressure due to coronavirus.
“The travel industry is under great strain, and while we encourage holidaymakers to rebook or accept vouchers if it suits their circumstances, it should not be on consumers to prop up the UK’s biggest holiday company while they are left to suffer without their money. To help end this uncertainty, the government should confirm how it intends to support the travel industry through this outbreak while ensuring that consumers can still claim their money back and have it returned to them within a reasonable timeframe.”
Notes to editors:
1) TUI is legally obliged to offer refunds for cancelled package holidays in these circumstances, so it must fulfil its duty to its customers and improve its communication with its customers to inform them of their right to a refund, along with the option to rebook, and return the money swiftly where it is the preferred option.
2) For more information on Package Travel Regulations, visit: https://www.which.co.uk/consumer-rights/regulation/package-travel-regulations