The family were left £800 out of pocket by TUI weeks after the airline canceled the holiday at the last minute
A family who have been through ‘hell’ trying to get away on holiday have slammed TUI again as they say they are still down £800 after their holiday was cancelled. They have got most of their money back, but claim they have now been told they could wait another two weeks until they get their entire holiday refunded – a month after leaving. Leah Curtis, one of 11 people who expected to holiday in Bodrum two weeks ago, arrived at Luton Airport to find her holiday canceled with a 30-minute warning.
The family had booked a vacation package through TUI for a 60th birthday party. They were due to travel from London Luton on May 23 for seven nights to Bodrum, Turkey. Arriving in Luton, they claim a 1.5 hour delay was displayed on the notice boards for their easyJet flight. This then turned into boarding and they then headed for the gate.
The flight was later canceled with only half an hour’s notice and the family claim they have received no correspondence from the travel company regarding a refund. After two weeks of struggle with TUI, they have now recovered most of the money for the planned trip. However, the family still have £800 out of pocket and claim they have been told they could wait another two weeks for the money to be returned to them.
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Leah told MyLondon: “We still haven’t received all our money which means we’re £800 less. That’s on top of all the money we paid to get to the airport and to other surrounding costs. We managed to speak to someone this morning (June 6) but were told it would take another 14 days before we got all our money back. Refunds went through different teams, which means the refund is delayed.
“It makes no sense as the £800 refund is quite minor compared to the thousands we’ve already received from TUI. We got the money back, but not all of it. Hopefully it won’t be long”
Leah went to great lengths after the holiday was canceled and visited several TUI outlets after the cancellation, as she claims to have received “no correspondence” from the company.
Leah previously told MyLondon: “I went to TUI Crayford at 9am after our flight was canceled but they couldn’t help me and TUI Bluewater at 10am and I was seated there until 2:30pm and got nowhere They had no alternative vacation to offer We stayed for an hour while the manager did a review meeting with a member of staff and made it clear She was taking care of our request in the back.
“We then got a call from TUI Swansea at 4.30pm which when we asked what other holidays they had for us, and she said ‘I’m not a sales person, you have to watch yourself’. She then changed to review and said we had your holiday on 6th June at £1500 extra (we would have to pay) in which we explained that was not our problem.
“We told them we had paid to go on certain dates and you weren’t offering us a vacation on our dates, we don’t have the funds to pay more. She explained there was nothing more she could do She said we can cancel and they will refund us but that’s not what we wanted to do They have to take responsibility for what happened and all the extra costs it caused us (loss of income /taxis/parking/Covid tests etc etc) .”
A TUI spokesperson explained that the finance team had confirmed there was a problem with the £800, but was expected to reach the family later this week. The spokesperson added: ‘This issue has only affected one booking and all the rest have been fully refunded.’
Responding to the family holiday drama, a TUI spokesperson previously told MyLondon: “We are truly sorry to hear about the Curtis family’s experience and understand how upsetting it has been.
“Their holiday was affected by a same day flight cancellation by another airline, which unfortunately is beyond our control. Our team did their best to find an alternative TUI flight for the customers, but there was no There were none available. We can confirm that we have been in touch with customers and a full refund has been issued.”
An easyJet spokesperson said at the time: “Unfortunately we were unable to operate EZY2233 from Luton to Bodrum on May 23 due to air traffic control restrictions earlier today, this which led to the crew reaching their maximum operating hours. We are very sorry for this late cancellation. We always aim to minimize the impact on our customers, offering them the option of free transfer to another flight, or receive a refund or voucher Our customer team is in contact with the family to discuss their choices.”
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