TUI Cruises
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How to lose a loyal customer.
How to lose a loyal customer. We Booked a 'once in a lifetime' cruise over 16 months ago, via telephone with the TUI Telford Superstore, to ensure we received personal service. TUI cancelled the cruise due to issues in the Red Sea. Trying to get a refund has been an absolute nightmare. I was told by the Telford Superstore that a refund would be processed 'automatically'. Total nonsense. The only 'automatic' refund was 3 trips that their customer service desk cancelled and refunded. The other trips and speciality meals we booked and had already paid for, weren't refunded 'automatically'. Instead I had to go onto their system and cancel them all myself to get their system to refund me. That was the easy bit! The main cruise, was still showing on their system as still going ahead despite conversations with various people at Telford Superstore. (Haven't a clue what makes them Super other than Super bad at customer service). Eventually after chasing numerous times they refunded some of the money (remember THEY cancelled the cruise NOT ME). I was told I had to go into the store to get the rest of the refund (despite never actually going into the store originally as I booked over the phone). When I went into the store. 5 staff weren't with any customers or on the phone, but were in an 'internal meeting' (in clear view of me) but I was told I had to wait. 15 minutes later I got up and left. I called their (lack of) Customer Service Desk and was told to escalate via another store. This I have done, but I am still told that the rest of the refund may still take another 28 days! Their website clearly says "If you’ve booked a package holiday, you’re entitled to your money back within a guaranteed 14 days if we have to cancel it". I've been on a few Marella Cruises and they were great, but you have now lost a loyal customer due to your utterly dreadful customer service.