TUI has apologised to hundreds of thousands of customers saying “we didn’t always get it right” over refunds.
In an email sent to customers this week, TUI’s Managing Director Andrew Flintham said: “It’s hard to believe that in a matter of just months, we’ve gone from taking our customers on holiday all around the world, to being forced to cancel holidays for nearly a million customers.
“It’s certainly been a learning curve for us, and I’ll be the first to admit we didn’t always get it right.
“We’d like to sincerely apologise to our customers impacted by delays to refunds and the length of time it’s taken. We really look forward to taking people on holiday again as soon as we’re able to do. We can already see that there is a real appetite for our customers to travel again, with many using our booking incentive for holidays later in the year and next summer,” he added.
In a bid to speed up the refunds process, TUI has introduced a new self-service refund section on its website to apply for a cash refund for customers with cancelled holidays before June 11.
Customers with holidays booked up to August 31 can make free amendments to their bookings online until June 30.