TUI to refund thousands of customers after CMA intervention

Tourism operator TUI has today announced that it will refund tens of thousands of customers whose holidays were cancelled as a result of Covid-19.

It comes after the Competition and Markets Authority (CMA) received thousands of complaints from travellers who had not received refunds for cancelled holidays within 14 days, in direct breach of consumer protection laws.

According to the regulator, TUI had instead offered customers Refund Credit Notes despite being legally entitled to a cash refund.

This error occurred across all of TUI’s subsidiaries, including First Choice, First Choice Holidays, Marella Cruises, Crystal Ski, Crystal, TUI Scene, TUI Lakes & Mountains and Skytours.

The travel operator has now confirmed that any outstanding refund requests for people who had their package holiday cancelled as a result of coronavirus will be paid by 30 September 2020. Any customer who accepted a Refund Credit Note can convert it to a cash refund.

Commenting on the announcement, Andrea Coscelli, the CMA’s Chief Executive, said: “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. The CMA’s action ensures that TUI UK customers will get their refunds by the end of the month.

“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.”

Under consumer protection laws, a customer will generally be entitled to obtain a refund where any contract comes to an end due to lockdown laws. For more information on your rights, please click here.

For legal support claiming a refund, please get in touch with our expert team today.