I've just joined this forum because I don't know anywhere else I can go - apologies if this is in the wrong forum. I would imagine that this a common issue that has been discussed on here many times before...
I issued a complaint to TUI back in July following a holiday in which both of my children (10 & 7) developed nasty ear infections at different times, requiring us to seek medical attention both in Majorca and when we returned home. We believe - as do the doctors - that the poor cleanliness of the swimming pool caused the issue (this is probably fairly standard stuff). I complained to TUI via their website; not to seek any compensation, but to make them aware of the problem and suggest that they take the issue of the pool's maintenance up with the hotel because we had various other examples of issues that I won't go into on here.
My issue now, however, is about the way that TUI have handled my complaint....they didn't respond within their own 28 day deadline (in fact, they never once even confirmed that they had received my initial complaint), I provided all necessary correspondence, paperwork, medical records, a timeline of events and then chased them 8 or 9 times (if you've ever called their contact centre and waited in a queue for 45 mins each time to then be given no support, you'll know how frustrating this is!!) and I then opened a file with ABTA to try and get things to progress that way.
I eventually received an e-mail from TUI after 95 days that was full of errors, was obviously a stock response, didn't answer any of my queries and told me that they were closing my complaint. I responded to point out that their response bore no resemblance to my initial concerns and I then received a further e-mail from them within a day to tell me that they had concluded their investigation and that there was no point in me contacting them again because they would simply give me the same response each time. I forwarded all of this to ABTA and have just had an e-mail from them to say that their members adhere to a voluntary scheme and there is nothing they can do. ABTA have suggested that I can progress the issue through a small claim, but clearly I have no need to do this because I just want to feel that TUI have dealt with my complaint properly! I have been left feeling more frustrated than ever!
I have tried searching the internet for a Senior Manager or Director at TUI that I can approach direct, but they seem to keep their details well hidden from the public. I know this is a fairly small issue, but I feel really angry with the way we have been disregarded and fobbed off. Can anyone help me at all with any route I can take now?
Thanks in advance
passed back to the appropriate department to reply on the CEO's behalf. At the
very best, a reply might be issued form the CEO's office by a senior assistant
there. I can understand your dissatisfaction but you are not alone. Many of us
have tried escalating complaints upwards and not only with Tui. Many will also
tell you that you are wasting your time with ABTA. My suggestion would be writing to the newspapersand Trading Standards. For example there is Simon Calder at the Independent, he
might not want to take up the cudgels on your behalf but I bet he knows a man
who can. The BBC Rip Off Britain team might be interested also. Bit
disheartening I know but just keep plugging away, as you say it is not a
question of compensation – that might be where you have gone wrong, they might have taken more notice if it was I have
spent many hours writing letters not only of complaint but to highlight
possible **accidents waiting to happen** Thos Cook were not interested when I brought to their attention a dangerous fault on atransfer bus and I was writing to them having expert knowledge. Meantime
welcome to HT –please keep us posted how you go on.
It said that they are disappointed with my experience, are pleased that I have raised it with them and stated that one of the Board of Directors will re-open my complaint, investigate it again and come back to me!! To say I'm shocked is an understatement...
Whilst I'm not holding out too much hope, I'm pleased that the issue has finally been escalated to someone more senior and I finally have a contact name!
I'll keep you posted.
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