We were informed by Tui on 23rd February that our Marella Cruise in May was cancelled, and they told us we had 14 days to let them know if we wanted to transfer our booking to another cruise at a later date.We decided we would like to take up this option so tried phoning customer services. We continually phoned 3 or 4 times a day for four days, sometimes hanging on for over an hour, but never got to speak to anyone. I then emailed Tui on their customer care contact link, and they replied saying an agent would be contacting us within 72 hours. We waited 3 days but heard nothing so we tried their customer care line again only to get same automated message that we would hear from an agent within 72 hours. Its now been 10 days since cancellation email and we still havn't heard from Tui, so this afternoon we tried phoning again. After an hour on the phone someone answered !!! HOORAY !!! ....However !!! The agent asked how we booked our holiday, and when we said it was booked online, he said we had reached wrong Dept and would redirect our call, OH NO !!!!!! HE PUT US BACK IN QUEUE !!!! We were on hold for another hour before we gave up. VERY BAD SERVICE TUI, VERY BAD INDEED. DEAL WITH YOUR EXISTING CUSTOMERS BEFORE TAKING ON NEW ONES !!!We'll probably just demand a full refund now and start looking at other holiday options before wasting any more of our time. I dread to think what our phone bill will be!
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