A family who booked an all-inclusive holiday to Spain with TUI was left devastated after the company initially refused to let them transfer the trip or receive a refund when their 18-year-old daughter was diagnosed with a heart condition shortly before departure. The holiday had been booked to celebrate both of the family's 18-year-old children securing places at university.
Diagnosis Throws Holiday into Doubt
The trip was thrown into doubt after the teenager was diagnosed with prolonged QT syndrome, a heart rhythm condition that required further medical investigations. The family said they were unable to obtain travel insurance while doctors were still assessing the condition.
Writing to The Telegraph, the family explained they quickly realised they would be unable to obtain travel insurance. They said: "We were supposed to depart on June 17, but weren't able to go because of circumstances beyond our control."
TUI Rejects Transfer or Refund
Despite numerous communications with TUI, the company refused the family's request to transfer their holiday to a later date or even to let them sell it, meaning they faced the loss of £6,320. The family described this as "devastating" and "deeply disappointing" for their children, who had not had the opportunity to enjoy many holidays abroad before.
The family immediately contacted TUI after receiving the diagnosis and supplied a "Not Fit to Travel" certificate from a medical professional. Despite this, they claimed the travel company rejected their request to postpone the holiday because the condition was still undergoing investigation.
Impossible Situation Created
According to the family, TUI told them on May 20 that it could not approve the transfer because the illness remained undiagnosed. They argued this created an impossible situation. Describing the experience as both "stressful" and "disheartening", they said they feared the company's approach could encourage some travellers to holiday without insurance or withhold important medical information when applying for cover.
TUI Reverses After Newspaper Intervention
After The Telegraph intervened on the family's behalf, TUI reversed its position and agreed to refund the cost of the holiday. A TUI spokesperson said: "We appreciate this has been a worrying time for the family, given the circumstances surrounding their daughter's health. We're pleased to confirm the matter has now been resolved directly with the customer."
