TUI Introduces Cash Refund System, Admits ‘We Haven’t Got It Right’

Anna Kroupina, Open Jaw

TUI Holidays announced it is making major changes to its cancellation process and allowing cash refunds, as TUI’s managing director admitted the operator had not “got it right.”


U.K. tour operator has left many British travellers frustrated as they attempt to get refunds instead of vouchers for travel packages cancelled due to the COVID-19 pandemic. 

As part of the changes, TUI customers who have cancelled holidays before 11JUN can now access a self-service section on the website to apply for a cash refund. Doing it online will also remove the need for travellers to call customer service centres.

Secondly, customers with holidays booked up to 31AUG are able to make free amendments to their bookings online until 30JUN. 

Customers with a cancelled holiday can also take advantage of a 20% booking incentive, or they can keep their refund credit and booking incentive for a later date. 

This will come as good news to the more than 900,000 customers impacted by holiday cancellations.

TUI UK & Ireland Managing Director Andrew Flintham has admitted it’s taken the business a long time to find a system that works when it comes to processing the unprecedented volume of refunds.

He apologized for the delays in a statement last Friday.

“We know we haven’t got it right; we’re doing everything we can to make things better and we’re sorry for the frustration felt by our customers," Flintham said.

“We recognize the situation around travel this summer remains unclear and there’s still a lot of uncertainty around when we will all be able to travel again, and some customers may not wish to pay a final balance with so many unknowns.

“We’d like to sincerely apologise to our customers impacted by delays to refunds and the length of time it’s taken."

Anna Kroupina

Anna Kroupina Journalist

Anna is OJ's newest member and she joins the team as a writer/reporter. She co-writes the daily news and covers events. Although she's new to the industry, pursuing a career path in travel/tourism has been a goal since her first family road trip to the Florida Keys sparked a desire to discover the world and this exhilarating, fast-paced industry.

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