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17 Dec 18, 03:36 PM |
#1
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Trainee Dibber
Join Date: Jan 17
Location: scotland
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Tui cancelled flight on package holiday
Hi, we booked through TUI for a package holiday next May to Corfu, got email to say they have cancelled the flight as it was operated by thomas cook and a third party.
They are not taking any responsibility saying not there fault as a third party. Our option was to go 3 days earlier and accept a lower class room to the one we booked as it was no longer available, there was a upgrade but they not willing to pay the difference as not their fault, or cancel the holiday. I looked around but the cost of the holiday has risen dramatically since we booked we have had to accept the lower room with no refund due to now cost of holiday, so angry with TUI and wont use them again, have ruined my husbands 40th birthday holiday. we had a sea view suite booked. Has anyone else had this happen to them? |
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17 Dec 18, 04:12 PM |
#2
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Imagineer
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They are correct in that it's not their fault. They are the travel agent, not the airline, and if the airline changes it's flights then it's not the travel agent's fault.
However, TUI should offer you two things, and you can accept either: 1. Cancel the holiday and get a full refund of any monies paid 2. Alternative flights and/or accommodation of comparable standard. Remind TUI that they are a member of ABTA and also let them know that offering you an alternative that includes a lower class of room is not an acceptable alternative that meets ABTA's Code of Conduct. The accommodation offered should be of at least a comparable standard. If that standard is not available then they should offer the better standard at no additional cost to yourself. At the very least, they should be offering you a refund on the cost of the room upgrade because you will not be getting what your contract states you should be getting. If that doesn't work then tell them you will be raising a complaint with ABTA. Please remember though that flights and accommodation can change and these changes are often beyond the travel agent's control. A change like this can happen with any travel agent you use - or even if you've booked it yourself. It's how they handle this change that determines how good the TA is.
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18 Dec 18, 11:59 AM |
#3
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Thread Starter
Trainee Dibber
Join Date: Jan 17
Location: scotland
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Thank you for your advise, we had to accept the other room, as there was only 1 left according to them, or we would have had to cancel the holiday, and it was a hotel we were set on going to.
I shall certainly be taking it forward with them |
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