My complaint:
• A trip to North Italy was cancelled by TUI , because there was not enough people
• I found Alternative, which I booked and paid 2692088596
• Before that same day the North Italy was cancelled by TUI I called. I explained that Florence is going to be in my New trip. I asked over the phone, if I can cancel Florence 2692066912. I was told yes and I will be refunded for what I paid and I will receive an Email with link to process the refund. Your customer service processed the cancellation over the phone
• I received an Email stating that my deposited has been deducted. I called same day, I was told that the agent thought that I have more money paid than the deposit
I did not get any option as to use what I paid for another trip.
I tried since that day with TUI , it is very difficult to reach to file a complaint . Two days ago, I received that your customer service through FACEBOOK ill try to help and asked for Data ( See below) .I received yesterday through facebook that I can write o info@tui.nl
This is the truth, it is up to you to stand by your customers. I hope you resolve this issue. It was noy my fault, it is the mistake of your Agent
There was an option to use my deposit in what so called exchange but the agent did not advise me to use
Suggested solution:
I need TUI to refund me the money I paid
