Q) TWO months earlier than we have been on account of go on vacation to Jamaica with TUI, my husband Mick was advised he had oesophageal most cancers.
We saved calling TUI to ask for our choices however bought nowhere, so we needed to cancel and declare on our insurance coverage.
2
We’ve bought £2,000 again however are nonetheless £1,230 out of pocket. Are you able to assist us?
Pat and Mick Button, Kessingland, Suffolk
A) You’d saved and saved for the dream journey to have a good time two vital milestones – your thirtieth marriage ceremony anniversary and Mick’s eightieth birthday.
However along with his most cancers prognosis, there was no method you may journey, so the hospital despatched letters to TUI and your insurer, Avanti, which have been each signed for in December final 12 months.
Avanti contacted you a number of days later and the wheels have been set in movement to refund you out of your journey insurance coverage, if mandatory.
However you hoped that TUI may grant you a refund due to distinctive circumstances.
You saved calling and emailing the journey agency.
Every time you have been advised it might come again to you however this didn’t occur.
Avanti mentioned it couldn’t pay out except you cancelled the vacation, so that’s what you needed to do. With time operating out, you have been grateful for £2,000 again from Avanti, the utmost payout to your joint coverage.
However you continue to questioned whether or not TUI ought to have refunded you.
I requested the journey firm to take a look at your case once more.
You then obtained a cellphone name from TUI, which agreed to refund £1,230.
It additionally gave you a voucher for £100 for a future journey.
Vacation corporations aren’t obliged to refund you when you can’t take your journey for well being causes, so that you have been clever to take out journey cowl on the time you booked.
However TUI gave you the run-around, inflicting stress at an already tough time as an alternative of offering a transparent reply immediately.
TUI advised me: “We’re sorry for the dearth of communication and time it has taken to resolve this matter.
“TUI has excessive requirements in place for responding to our prospects however on this event we didn’t meet them.”
I hope Mick might be effectively sufficient to take one other very particular vacation with you quickly.
2
