TUI being investigated as CMA received thousands of complaints from angry people

TUI are being investigated by the CMA as they received thousands of complaints from angry people who had not received refunds for their cancelled flights.

REFUNDS were meant to have been made to the disgruntled customers within 14 days, however, the Competition and Markets Authority has said this hasn’t been the case.

As part of customer protection law, refunds are required to be completed with that two-week timeframe.

According to the CMA, TUI have been cooperative with their investigation and although the vast majority of people had received their refunds for Covid cancelled fights, those that hadn’t, have been agreed to be paid by September 30, 2020.

The CMA said that some customers may have rebooked their cancelled flights or may have accepted Refund Credit Notes, however, they stated it’s important that those that did accept credit notes know they are entitled to a cash refund too.

With regards to the credit notes, TUI have agreed to let customers know they can convert it to a cash refund, which will be paid within 14 days.

It has been a busy time for the CMA since the coronavirus pandemic began and they have now established an agreement with TUI to ensure their obligations with regards to future refunds are met.

The agreement includes all of TUI’s different businesses offering holiday packages, such as:

  • First Choice
  • First Choice Holidays
  • Marella Cruises
  • Crystal Ski
  • Crystal
  • TUI Scene
  • TUI Lakes and Mountains
  • Skytours

“It’s absolutely essential that people have trust and confidence when booking package holidays and know that if a cancellation is necessary as a result of coronavirus, businesses will give them a full, prompt refund,” announced Andrea Coscelli, the CMA’s Chief Executive.

“The CMA’s action ensures that TUI UK customers will get their refunds by the end of the month.”

He continued, “The CMA is continuing to investigate package holiday firms in the context of the Covid-19 crisis. If we find that businesses are not complying with consumer protection law, we will not hesitate to take further action.”

This latest investigation should hopefully remind travel companies their obligations to comply with consumer protection law.

TUI are not the only company to be investigated, according to the CMA.

The CMA recognises the strain the pandemic has caused on travel companies and the travel industry, however, their primary concern is that customers, who had their holidays cancelled because of the pandemic, are treated fairly and receive their refunds promptly.

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Written by

Matthew Roscoe

Originally from the UK, Matthew is based on the Costa Blanca and is a web reporter for The Euro Weekly News covering international and Spanish national news. Got a news story you want to share? Then get in touch at