TUI — appalling customer service and complaints procedure

Website:

www.thomson.co.uk/editorial/send-us-an-email-postTravel.html

Dear alex mountfield (Customer sevice advisor), ceo friedrich joussen, tui senior management, disney abta and andrew flintham tui managing director,

Well that phone call was a further 10.37 mins of wasted time with tui. Throughout the call alex (Customer service advisor) took hardly any responsibility for tui's side in this. Continuously blaming disney for everything that went wrong. This included you blaming disney for not informing tui soon enough of works going on and the room change. Disney informed tui in april about works going on. I contacted tui in june as i had found out about the works, to be told tui had found this out two days prior. At this point i agreed to be allocated to a different hotel. Tui stated disney will decide on my one offer of hotel. I was informed after me continuously contacting tui as they never got back to me, that disney port orleans french quarter had been allocated. A few weeks later disney put this change on there app for me. It took tui several weeks later to put the changes on my holiday booking paper work. It wasn't until the 10th of september that this was finally done. Also once again after being fobbed off for weeks that they would sort this. It wasn't until i saw the changes in black and white with tui that i actually thought and felt my holiday was happening.

Tui took total control of my emotions over all this period of time. The waiting and the unknown, followed by continuous false information and no one getting back to me, has caused severe stress. Not forgetting further facts that tui has treated me appalling as a customer and human being. Evidence of this is the hours of call logs kept by myself and reported to resolver.

Once again tui (Alex) on the 10th oct, i was given false hope that my complaint would now be dealt with professionally and i as a customer would be dealt with as an individual and fairly. My issues over the last few months with tui felt listened to and actually taken on board. I was offered a written apology from tui as a whole. I requested an apology from the team that has been dealing with me appalling throughout. This particularly being the person allocated to deal with disney problems (Jade). I was then informed by alex that he will try his best on numerous times in the call (Which lasted 41.57 mins) that he would try to sort out premium seats for myself and my daughter. All he had to do was get permission from his manager. This was due to him knowing and taking on how badly i was treated throughout. He couldn't apologize enough. I was told i could phone or email alex if i had any further issues. The phone call ended.

On the 11th oct i received this email from alex.

Good evening mrs mannings

I have received a response, unfortunately the premium seating has already been allocated and their is no availabilty, i did pose the question of being able to upgrade you to extra leg room but they have also been allocated i do apologise for this, i was hoping to get something for you at least.

Unfortunately from a booking perspective what i can offer you has been done and is the most we can offer you. So again i do apologise that i can not offer more

Regards

Alex

It has not been taken on board that i am a single medically retired parent. Consistently i have been referred to as mrs mannings. Also alex left a phone message stating he presumed i was at work. The above may sound petty but it's clear my case has not been aknowleged on an individual basis or been investigated properly.

I am just another statistic that has been guided away from any descent and professional complaints procedure. My case has been completely shut down. Tui remain a law unto themselves.

I attempted to get hold of alex by both phone and email. He got back to me today 15th oct.

I put it forward that the hyperthetical offer o[censored]pgraded seats worth over £600 had been retracted. But no alternative compensation or apology from the team involved will now be given.

Alex said he will personally write an apology on behalf of disney and himself. Once again blaming disney first and foremost and also not getting an apology from the team directly involved with my case or from tui as a whole.

Alex stated there was nothing more tui will do in terms of compensation.

He reiterated that tui as a gesture of goodwill had given me seats next to my 12yr old daughter, extra baggage allowance and the hotel of an equivalent standard to my initial booking (Disney did this). I responded to these points already in an email dated 9th oct as follows?

"i do not accept your insulting gestures of supposed goodwill.

With regards of allowing a mother to sit next to her 12yr old daughter on a flight. What company would not sort this anyway. If we were to sit apart tui would be liable and responsible for a child's needs. Bare in mind my daughter is diagnosed with adhd.

Yes tui have given me the amount of 5kg of extra luggage. But i was offered 20kg each way which was since retracted. Can you explain that?

Tui now say i've been given the maximum weight allowance. If that's the case how come anyone on the plane can pay for extra baggage allowance? "

It is now the 15th october 2018. I booked the holiday i am going on with my 12yr old daughter on in three days time, back in april. From june i have had the most appalling, degrading and frustrating treatment from tui. The holiday has been tarnished already. I will be having to take the mental distress tui have given me, on this holiday. sadly due to my degenative health issues and paying from this holiday with my pension lump sum, this will probably be the last holiday i will take with my 12yr old daughter. What an awful state of mind tui has put me in to go away. Also my physical health has gone down hill due to the stress from tui.

To summerise i have yet again wasted another week dealing with false hope that tui would actually follow through something to a professional standard and outcome.

I also now have to come back from the holiday to continue with the further stress of seeking appropriate changes in tui's complaint procedure and seek appropriate compensation.

This will be done firstly with my travel and tourism solicitor taking on my case fully, i will continue with my chronological reporting with resolver and abta will be contacted again. I will be left with no choice but to publicise this whole ordeal. I will also be printing off all liaisons and reports and sending them to watch dog and trading standards.

Tui have been appalling in this whole situation consistently. Tui have given me no alternative but to continue with this stress and take this to a far higher level.

Yours sincerly

Miss c. Mannings