I bought my tickets, got charged in my credit card, and got no reservation.
I am extremely disappointed with the entire booking process and the way my case was handled.
I made a reservation through your platform and received a confirmation number (100167094168). My credit card was charged for the full amount (€2,131.95), but I never received an email confirmation. When I contacted customer service, I was told that due to a technical issue, my payment was received, but no booking was linked to it, and therefore I had no reservation.
This is unacceptable.
Despite presenting clear evidence (including a printed confirmation from your website, a bank statement, and a screenshot of my MyTUI account showing the trip), I was told I had to wait 3 to 10 days for a refund and that I should make a new reservation in the meantime. I refuse to risk such a large amount again without being refunded first.
This situation has caused me significant stress and uncertainty regarding my travel plans. It is unacceptable that a technical error on your side results in your customer losing both their booking and the ability to rebook promptly.
To make matters worse, I emailed your finance department and never received a response, further damaging my trust in your service.
I sincerely hope TUI improves its systems and communication. This experience has been extremely frustrating, and I will seriously reconsider booking with TUI again in the future.
