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l's complaint against Tui

l b


Awful customer service

Complaint against Tui

After experiencing problems in our hotel during our 1 week holiday to Negril, Jamaica back in May 2018, we had our issues delt with by a Thomson rep who assured us we would receive 10% of our holiday price back via cheque within two weeks of returning home. two weeks went by and nothing came so we contacted TUI customer services who claimed to have absolutely no knowledge of our compensation. luckily we have the receipt and ref number from our Thomson rep, all of a sudden there it was on the system. We were told the cheque will now be sent out and we would receive it within 4 weeks. This never came. Following this we have rung back a further 8 times over the last 6 months and have got abosluty nowhere. the call handler will take our details put us on hold and hang up the phone! Another trick they use is to say they are transferring you to the manager, who we are reassured is at her desk and awaiting our call, and no one ever picks up the phone. We have been told months ago that the cheque has been sent but they cant give us and estimated time of delivery. It is a constant tiring and lengthy battle to try and get through to anyone that can solve such a simple problem. For such a big holiday company i was shocked to have this customer experience. We have had to call back 3 times this morning alone as we get put on hold or 'cut off'. Trying to find a complaint email address also seems impossible. After contacting another travel agent to find out who they would email we are still awaiting a reply. Safe to say i would never book with TUI again and advice anyone to do the same. Chasing this compensation has been more stressful and costly than the actual issues we delt with on holiday. Complete joke.

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