“We want to offer customers greater flexibility with their holiday bookings and simplify the process of requesting a refund.
“This is why we’ve developed a new system to help customers with cash refund requests and have updated our amendment policies.
“We recognise the situation around travel this summer remains unclear and there’s still a lot of uncertainty around when we will all be able to travel again, and some customers may not wish to pay a final balance with so many unknowns.
“We are therefore allowing TUI customers with holidays before the end of August the opportunity to amend their holiday for free so they don’t have to pay until closer to their new departure date.
“Customers with a cancelled holiday will now be able to amend their holiday online and take advantage of the 20 percent booking incentive, or they can keep their refund credit and booking incentive for a later date when they know when and where they would like to travel.
“And for those customers that would prefer a cash refund, they can now apply via an online form instead of calling our contact centre.
“Not only will this save our customers time, but it will also ease the pressure on our hard-working customer service staff who have been dealing with nearly one million calls every day whilst working from home, compared with 45,000 a day during usual times.
“We are also constantly growing our virtual homeworking team whilst stores remain closed, so retail customers can speak with advisors about current and future bookings.