KFrancis

Hi Kim,

Thank you so much for taking the time to leave us such a lovely review, we really appreciate it. We're so happy to hear that you have had such a positive experience. 

Take care and enjoy your car. 

cinch - Customer Experience Team

Hi KFrancis,

Thank you for taking the time to leave us a review. We're always aiming to improve our service so it's great to get your feedback so we can monitor our customer satisfaction.

I am sorry to hear that you are unhappy with the amendment or cancellation fees that are charged as part of our Terms & Conditions.

Amendment and cancellation fees are made to cover the cost of processing the changes to the booking. As the majority of amendments and cancellations are made by calling the Call Centre, as a business we need to provide resources for this to happen. Also when changes are made via our self-service method – there’s a cost to the business in developing and implementing such a system.

We also need to resell the original holiday that it’s been amended from, which will generally always be the case that we’ll sell at a lower cost than when the original booking was made.

Taking all of this into account the fees are a contribution towards the cost involved to us as a business.

Amendment and cancellation fees are also clearly stated in our Terms & Conditions, which are agreed to at the time of booking. We would always advise that a customer reads and understands these in full before agreeing to ensure that they're happy to proceed.

I hope that this clarifies our position and I would like to thank you again for reviewing us and letting us know your thoughts. We'll keep working towards making sure we're providing the best possible service.

Kind Regards and many thanks,

Leigha
Customer Support Team

TUI GROUP
TUI UK & Ireland

Hi. Thank you for your great feedback. We are glad you enjoyed the cake. Thank you for taking the time to provide feedback 😍🎂