As we continue to navigate this period of ongoing uncertainty, airlines are starting to reach out to customers affected by the pandemic.
Tui are one of these airlines and today customers received a letter from them containing updates they have been waiting weeks for – including how and when they will receive cash refunds.
The email reads: “Following a lot of customer feedback, we’ve completed a thorough review of how we’re looking after you and what improvements we need to make.
“We’ve developed a new system that will allow you to manage cancelled and future bookings and have created a simpler online process should you wish to request a cash refund, removing the need to call us to do this.
“We will continue to offer a refund credit first, as this ensures that your booking remains ATOL protected should you wish to change it to another time.
“We’ve updated our Coronavirus section on the website so you can find lots of additional information, as some process may differ slightly if you booked online or in a retail store.”
The letter, sent from Managing Director Andrew Flintham, should make a lot of families happy who have been left in uncertainty over the last three months.
It continues: “We also know that many of you like to go into our TUI Stores where our advisors can support with every element of your booking, or simply answer your questions.
We’re therefore constantly adding Travel Advisors to our home working team whilst our stores remain closed. Rest assured, these team members are doing everything they can to help you as quickly as possible – so please bear with them.
Let’s hope other airlines follow suit.