TUI — false information/mis-sold holiday

Address:	Newark, 1, The Arcade, Newark, Nottinghamshire, NG24 1UD, NG24 1UD
Website:	[email protected]

When i called to inquire about booking our holiday, i was told several times during the conversation that i could pay half the deposit immediately (August), the other half about a month later (September) and the outstanding balance she said we could pay by 5th november. I was both surprised and very pleased to know they had given us extra weeks to pay the outstanding amount.

When we made the last payment of the deposits around 22nd september, we were informed that we have to pay the outstanding amount by 5th october - giving us approximately 2 weeks to pay over £7, 000 instead of the original date of 5th november that i was given.

I feel that we were mis-sold the holiday. When i called tui in newark they apologised and said that 'abbi' got her dates mixed up. I felt this was a very poor excuse and unacceptable. I have an email which says that we had until 5th november to pay the outstanding amount.

I feel this was a deliberate attempt to get us to book and pay our deposits as when we challenged it they said we were unable to get our deposits back.

I am absolutely appalled at the customer care that i have received and feel that we were forced to find thousands of pounds quicker than what we had financially projected for.

I would like this matter looking into as i feel very dissatisfied with the service we have received so far from the branch. The manager would not give me her full name and would not give me the details to escalate my complaint any higher than herself.

This will be our second time travelling with tui but based on this experience, it will be our last.