Many companies and airlines have had to give out refunds to customers who have had their summer holiday plans dashed due to the ongoing coronavirus pandemic. With travel restrictions and bans still in place all around the world, it is looking unlikely that Britons will be able to travel internationally in the coming months. And as if that wasn’t bad enough, now TUI customers have been left furious after they were told that the credit note for their cancelled holidays will delayed for another two weeks.
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According to Mirror.co.uk, some customers who were emailed on April 17 and promised a credit note refund by May 1 which they could then exchange for a full refund.
However, on May 1 customers received an email telling them that there would be another delay.
One customer called Keith Tumilty was waiting for a credit note so he could claim a refund for his holiday to Cape Verde which cost him upwards of £2,000.
Mr Tumilty and his wife were hoping to take the trip in April but as the coronavirus pandemic continued, the couple had to cancel their plans.
Mr Tumilty received an email saying that the reason for the delay to his credit note was because of “improvements to our IT and booking systems”.
The email read: “The 1 May deadline was set so that we could make improvements to our IT and booking systems, meaning your refund credit could be used as soon as you receive it.
“Unfortunately, it’s going to take a bit longer than we planned for us to send you your refund credit.
“Our team have been working tirelessly behind the scenes to get our systems ready for you, but we’re not going to be able to meet the deadline we set.”
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Mr Tumilty told Mirror.co.uk that he felt “let down” by the travel company.
However, he is not the only person who has been let down by TUI.
Social media users have taken to Twitter to express their anger after receiving similar emails about refunds.
One user said: “Promised a refund credit note from TUI by May 1st so that I could claim a cash refund.
“They emailed me to say it will be delayed until the 15th May.
“They say I can’t claim a cash refund without it. And they won’t answer the phones. Blamed system issues.”
Another said: “Seems like I will be getting a credit note from TUI by the 19th May.
“I want a cash refund not a credit note, so I wonder how long I will have to wait until the money is back in my bank account.”
Another tweeted: “Promised a refund in 3-5 days by TUI after cancelling mid March.
“Five weeks later told I needed wait 2 MORE WEEKS for the ‘credit note’ to arrive before I can claim my cash refund.
“I am now being told the credit note is delayed by another two weeks! When will it end #tuiuk?”
A TUI UK spokesperson apologised to customers who were expecting to receive a refund on May 1.
They told Express.co.uk: “We’re really sorry that some customers have not received their refund credit as planned on 1st May 2020.
“This unfortunately means there is a delay for customers being able to amend their holiday using the 20 percent booking incentive. We’d like to assure customers that we are in the final stages of processing them and their refund credit will be with them by 15th May 2020.
“The delay to refund credits does not affect cash refunds and customers can still call us to request these.
“We’d like to thank our customers for their patience and understanding.”
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