TUI has faced criticism after initially refusing to refund a £6,300 all-inclusive family holiday to Spain, cancelled due to a daughter's heart condition diagnosis. The family, including two 18-year-olds who had secured university places, were left devastated by the travel operator's stance.
Family's Ordeal
The family was scheduled to depart on June 17 but cancelled after their 18-year-old daughter was diagnosed with prolonged QT complex, a heart condition. They informed TUI immediately and provided a 'Not Fit to Travel' certificate from a doctor. Despite this, TUI refused their request to transfer the holiday to a later date or allow them to sell it, citing that the condition was undiagnosed at the time of the request.
In a letter to The Telegraph, the family stated: 'We were supposed to depart on June 17, but weren't able to go because of circumstances beyond our control. In spite of numerous communications with TUI, the company refused our request to transfer our holiday to a later date, or even to let us sell it, meaning we now face the loss of £6,320. This is devastating for us and deeply disappointing for our children.'
Insurance Catch-22
The family explained that they could not obtain travel insurance due to the undiagnosed condition, while TUI required insurance before travel. They wrote to TUI on May 26, pointing out the contradictory nature of the decision, but TUI maintained its position on May 28. The family expressed concern that such policies could encourage customers to travel without insurance or withhold medical information.
Resolution After Media Involvement
Following intervention by The Telegraph, TUI ultimately agreed to refund the holidaymakers. A TUI spokesperson commented: 'We appreciate this has been a worrying time for the [reader's] family, given the circumstances surrounding their daughter's health. We're pleased to confirm the matter has now been resolved directly with the customer.'
The case highlights the challenges consumers face when medical issues force holiday cancellations, and the importance of clear communication and flexibility from travel operators.
