TUI

TUI to refund all customers by end of the month after investigation

TUI has agreed to refund all customers affected by Covid-19 cancellations - Carl Recine/Reuters
TUI has agreed to refund all customers affected by Covid-19 cancellations – Carl Recine/Reuters

TUI will refund all its customers affected by Covid-19 cancellations by the end of the month following an investigation by the Competition and Markets Authority (CMA).

The CMA was sent thousands of complaints from customers claiming that they were not receiving refunds for their trips within 14 days – a requirement of consumer protection law.

The leading travel company has now agreed to pay by Sept 30 any outstanding refund requests from people who had their package holiday cancelled as a result of the coronavirus crisis.

Customers who accepted Refund Credit Notes are also entitled to a cash refund as an alternative, which will be paid within 14 days.

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

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