w3ndi

Hi Everyone - final update. I emailed the chief exec this weekend with full details of everything that has happened over the past weeks and years. Within 24 hours I received a phone call from his complaint team, promising a full investigation and with an offer of compensation. Followed up by an email Whilst this has not restored my faith in TUI, and I shouldn't have had to escalate to this level, the apology did feel, at least, genuine and the offer of an investigation into failure seemed real.

Hi, I've just posted an update before I read your message. I did show the emails to the team, they weren't interested. No one seems to be. I have an email address I'm going to try and put the whole sorry issue down on there. In the update I said I do understant that things happen but it's the lack of empathy and the blatant dishonesty that has upset me more than anything. I will not use TUI again.

Hi everyone. So we got back at 5am this morning. The whole experience was awful. When we got to Port CAnaveral we were asked for our cabin number, we explained we didn't know which cabin were were in so the agent called a man over from the customer service team on the ship. He guaranteed us we weren't under the gym. We were! I complained again, explained what had happened in England, explained what the guy had said and was told they would email customer services. We got a letter half way through the crusie to ask us to go to reception. When we got there, no-one knew why!? I complained again. A few days later I went back to ask for another update. The receptionist went away and came back with the man from Port Canaveral. His response " I 'm very sorry, I made a mistake and I didn't realise when I told you, you weren't under the gym, I wasn't sure". I told him it had ruined the holiday for us and asked what he intended to do about the fact he'd mislead us, he responded "nothing". We had pounding every day above us. Apart from the day we went through Ophelia when everyone was asked to avoid the higher decks. I do understand things happen and people make mistakes but what I don't like about this, is the lies (and I feel it was lying) from customer service staff who had no intention of ever helping. My husband met the couple who had been given our cabin. They said it was becuase when they'd gone to their cabin and tried both cards, neither worked, they were just about to go to reception when a man came to the door and asked why they were trying to get into his room... Everyone we've spoken to has been unhappy about something on the cruise. People have been given refunds for trips which didn't deliver what was advertised (including us). The cabin stewards, bar and waiting staff were phenomenal, so nice, helpful, friendly so there were some good points but on balance, we don't feel it lived up to our expectations for what we paid. This cost us 10 times a P&O cruise which we loved. The biggest bonus was we saw a Space X rocket launch the night before we came home. However even that doesn't swing it enough for me to say it was a good holiday. I will be taking this further with TUI and have an escalation route planned. Watch this space!

That's interesting to know! so it's more than just me which means that the call centre must have known and have fobbed me off. I knew they were. This is a terrible way to treat customers asking someone to move halfway through, I feel bad enough and I haven't even got there yet! I don't envy the staff on the ship dealing with the backlash of this, I imagine the desk will be very busy on departure day! I'm worn out with this, I know it's just a cabin but I've spent a lot of money and time to find this and find the right cabin for us, we even upgraded to a suite to spoil ourselves as we've been having a tough time recently! Wish us luck and thanks for the updates!

genuinely, thank you everyone, appreciate the support. I'll let you know how I get on. I've just had an email from TUI with a booking confirmation, I'll use that on the ship if things have changed

Update - after being cut off twice, getting very upset, they're now saying it's a spam email but can't check who was allocated to the revised cabin. They also say there is no record of any previous queries I've raised yesterday, despite being given a ticket reference number. They guarantee we're back in the first cabin. I'm not convinced. They say they've spoken to the holiday change team who have no notification of a change. I asked do they book the cabins, they said they did..... I seem to think (although I could be wrong) the ship do that????? In which case they might not know and this becomes the ships problem. I asked why I was offered compensation yesterday, if they're certain this is a spam email. I'm actually dreading going on this holiday now

this is all the T&Cs say in respect of moving cabins - there is nothing about pre-selected/paid for choices being moved changed or notice periods Non-Transferability The Carrier agrees to carry the person(s) named in the Passage Contract issued by the Organiser on the date and vessel and cabin type indicated, or any substitute vessel or cabin type as it may decide. 23.2. The Master or the Carrier may, if in his or their opinion it becomes advisable or necessary to do so, at any time transfer a Passenger from one berth to another, making a charge if he, in his absolute discretion, considers appropriate.

@Jim The Scot, excellent idea, thank you

@paulatsea, thank you, we did, we spent ages trying to get a decent one. All I can assume is it's been double booked! When I asked for a refund they said I couldn't but that's why I asked on here. If i've not heard by lunchtime, I'm phoning them again and putting the option of an upgrade back to them.

@dronnygirl, thank you. It's been one of those weeks!!!!! They promised a callback tomorrow so I'll see what they say. Again thank you x

Hi,I'm hoping you can give me some advice about options. I had an email from TUI this morning advising that our chosen cabin (and paid extra for) is not available due to a system error. They reallocated to a same class and refunded the additional £55 as OBC. The cabin they've given us is the last in that style but right under the gym, which we're adamant we dont' want. I rang this morning to sort, was promised a call back, didn't get it, rang back this afternoon to be offered an additional £200 OBC, however, we won't spend on board, we've prepaid restuarents, excursions and drinks. That doesn't take away from the fact we really don't want the cabin. I asked about an upgrade, they said I'd have to pay, I said I'd pay some of the cost, however having looked the upgraded cabin is cheaper than we paid. My husband is adamant that we cancel. My question is - where do we stand with cancelling as this was their error - will we get a full refund? Or can I argue for the upgrade at no additional cost as they're selling it cheaper than our current cabin? We fly on Sunday and I really don't want to travel with this hanging over us and not knowing what cabine we'll be in.