TUI & EasyJet to refund Tier 4 holidaymakers

Updated on 23 December

 

TUI has cancelled all flights from Luton airport up to 2 January after London and the South East of England were placed under tough new Tier 4 lockdown restrictions, which include a ban on foreign holidays from midnight on Saturday.

It is also offering to refund TUI packages for anyone living in Tier 4 if they were due to travel in the next 14 days. Customers who have booked packages through TUI with travel on other airlines are being offered free changes.

EasyJet is also offering package holiday and flight only customers living in Tier 4 the option of a full refund if they can’t travel. A spokesperson said: “We’re aware of the announcement from the Prime Minister this evening on the introduction of tier four, which appears to include a restriction on overseas travel. We’re still waiting on further details, but in the meantime we’ve contacted customers due to travel in the next three days to let them know they can contact us and receive a full refund. We’ve also contacted customers with bookings throughout the rest of December to let them know we’re prioritising customers with immediate departures and we’ll be in touch with more detail very soon.”

BA Holidays said package holiday customers will be entitled to a refund, but flight only customers are only being given the option of a voucher or a free amendment to their flight.

The Tier 4 restrictions, which affect 17 million people, have been introduced due to the discovery of a more virulent strain of the coronavirus.

In a press conference this afternoon, Prime Minister Boris Johnson said people living in other parts of the UK should consider whether they really need to travel abroad.

However, there is no total ban on travel abroad from other areas of England so it you want to cancel you won’t be entitled to your money back, but some tour operators and airlines will allow you to make free changes.

You can travel to an airport in a Tier 4 area, including Heathrow and Luton, and you can travel through a Tier 4 area to get to your final destination.

But those living in a Tier 4 area have been ordered to stay at home from midnight to night, with only essential travel allowed.

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TUI is refusing to refund customers. After several hours on the phone I got through to TUI and was told that despite my being a tier 4 resident, due to fly on 24/12 I could not have a refund. I was told that the message above that ANY tier 4 customer will be refunded is not correct. The only people that will be refunded are those on a TUI airline. If you have third party airline booked they will give nothing to customers. I therefore asked if the message above, given to the travel media and to the government by TUI was wrong and she said that she could not answer. All she knew was that not all tier 4 customers are being given any support at all. I was told to complain to ABTA and that was it. So, that is what I have done today, but it is shocking how dismissive TUI have been over the last couple of days.

Hi Rowena, apologies, the story above should have made it clear that it was referring to packages or TUI flights, not flights booked through TUI stores with other airlines. Did you book a package or just a flight?

Hi

I booked a package holiday to the Maldives, all through TUI. But they will not refund me as it was not a TUI airplane. It was a full flight and hotel package I booked and I was still told to go away!

Thanks and best, Rowena

If you booked a package holiday with TUI and you can’t travel due to govt. restrictions you should be entitled to a refund regardless of which airline you are flying on.

Thanks Linsey

That’s what I said, but I was told that if I didn’t like it I should go to ABTA and that was it. It was pretty shocking. I will call again tomorrow and keep trying.

Very best, Rowena

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