The worst experience ever. We traveled with them in January to Maldives. 2 days before daparture back home my partner was positive for COVID and we have to been in a quarantine for 12 days. We had also TUI protect where is included 5.000€ for quarantine costs. They had to pay to resort or make a deal about payment during our stay. We get confirmention that we do not have to worry about payment but 1 day before departure we grt a bill for 7.000$. We tried to contact TUI but did not get any respond during the day. There was also representative from TUI who did not do anything to help us. So we get info at 9pm from the manager of resort that If we will not pay the bill we can not leave the island in the morning. Next day when we land in Vienna we get an email from TUI that they fell really sorry for what happened and that I could expect refund in 10 days. Today passed more then 2 monts and we are still waiting. They did not respond to emails, when we call them they do not have any informations. Maybe 3 weeks ago I send them the last email that I just put complaint about them in Euorpian Cosumer Center. Last week they reply that they were looking for complaint and that they recognised that I put wrong payment details and that is why I did not get refund. OMG????? What a liars. Trully disapointed with the company. Before we travel I thought It is one of the biggest travel angency. They do not have any empathy to the clients. We really pay a lot for a holiday and we never felt so bad. The attitude towars costumers is trully disrespectful.
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