A Filton couple feel “forgotten” by TUI after waiting months for a holiday refund.
Kevin and Jenny Lockyer spent £3,124 with the travel agency last November on a flight to Barbados and a cruise from the Caribbean to Southampton.
They were due to fly from Birmingham Airport on April 26, but their trip was cancelled because of the coronavirus pandemic.
And they say the only refund they have received is £59.98 for their airport parking, despite repeated complaints to TUI. After being contacted by Bristol Live, TUI said the complaint would be escalated to arrange a full refund.
Mr Lockyer, 67, said: “We feel forgotten but most of all we feel bitter in the way we have been treated.
“We know there must be a lot of people in the same position as us, but not to have any updates is unacceptable.”
The Lockyers booked the holiday at the TUI shop in Didcot on November 30 last year, before being told on March 22 all the travel agency’s shops had closed their doors because of Covid-19.
Mr Lockyer added: “Then we received an email from TUI offering us a refund but no information on how to receive it.
“We were informed that we would receive a refund credit number. We did receive this number on the June 2 and straight away I filled in the online form.
“This was the last contact I received from TUI, despite numerous emails I have sent for an update on progress.”
In recent weeks he has felt “at a loss” over how to get the money back.
“We have been good customers over the years to TUI but this situation really shows how TUI perform back to their customers,” he added.
“Will we be using TUI again? I think not.”
A TUI spokeswoman said: “I’ve escalated it with our customer care team and they will be in contact with the customer directly as soon as possible to arrange a full refund.”
