ASK TONY: One missed telephone name from Tui price us an £88 refund

A couple were denied a refund payment after Tui switched their departure airport simply because they were not at home to pick up the call

We booked an all-inclusive vacation to Spain with TUI and have been attributable to fly from Gatwick Airport on October four final 12 months.

Then, on September 1, the Maidenhead retailer phoned and left a message informing us of a change of airports.

As an alternative of flying from Gatwick, we must fly from Luton, however we’d get an £88 refund. 

We have been out all day, so didn’t choose up the message till later — and the store was closed till Monday.

A couple were denied a refund payment after Tui switched their departure airport simply because they were not at home to pick up the call

A couple were denied a refund payment after Tui switched their departure airport simply because they were not at home to pick up the call

A pair have been denied a refund cost after Tui switched their departure airport just because they weren’t at dwelling to choose up the decision

Once we went to the store after the weekend, we have been informed that, as we had not been in to take the decision, we’d not get the promised refund.

We took the vacation and spoke to many fellow passengers who had obtained the refund, as had our pals who booked on the identical retailer.

We tried once more, however have been informed that, as we had not been in to take the decision and costs for the flights had gone up over the weekend, we’d not be entitled to the cash again. 

TUI might have phoned us on our cell phone, too, nevertheless it did not hassle.

A. Okay., Berkshire.

As soon as I contacted TUI, it was fast to spring into motion and give you a refund.

What occurred? I would like to let you know — however, sadly, I’ve nonetheless not had a full clarification.

So, let’s speculate. My guess is that when TUI determined to maneuver your flight to Luton, every flight was £44 cheaper than these booked from Gatwick — so £88 per couple.

However, as they’d have booked numerous flights over the weekend, and possibly didn’t e book yours till the Monday, costs would have gone up.

But this does not clarify why it did not hassle to attempt your cellular quantity when it bought your answerphone message at dwelling. That strikes me as laziness and lack of initiative by workers in retailer.

What a disgrace that if you complained, TUI did not simply take the additional price on the chin and provide the refund anyway. A TUI spokesman says: ‘We’re actually sorry for the confusion surrounding Mr Okay’s reserving.

‘We’ve got been contact with the shopper to supply him a gesture of goodwill to honour the low cost that was obtainable when our Maidenhead retailer initially tried to contact him.’

You could have YOUR say – Rip-off calls 

If I bought certainly one of these rip-off calls, I might go straight to the financial institution in particular person to be completely certain it was them. 

I’ve held a present account since 1970 and have by no means had a telephone name from a financial institution in practically 50 years.

P. S., Darwen, Lancs.

Final time my financial institution phoned me, I requested it safety questions, which it did not reply accurately, so I put the telephone down. 

It did develop into a real name, however just for gross sales functions.

W. F., London.

It is time that regulators in all industries recognised that their job is to see prospects are handled with equity. 

In the mean time, they appear to view their position as defending the business, not the shopper.

R. M., Manchester.

I took out a Laura Ashley retailer card in April 1986.

Santander, which ran the cardboard, has confirmed I used to be mis-sold cost safety insurance coverage (PPI). It has supplied £117.92 as compensation, however will solely use the figures from 2005. I seldom used the cardboard by then, although I used it extensively earlier than that point for purchasing furnishings and different large purchases.

Santander states that I paid £18.21 in PPI, which is what it has based mostly the calculation on.

It additionally says that whereas it agrees the cardboard had run since 1986, it can disregard something pre-August 2005, because it doesn’t have the data.

It has requested that I present documentary proof of statements, however I wouldn’t have these.

Okay. M., Hertfordshire.

Such as you, I believed it was unreasonable for Santander to anticipate you to have statements from three many years in the past. 

Nonetheless, it appears the issue right here just isn’t the quantity of compensation, however the clarification you will have been given. 

You opened your account in April 1986 and have been mis-sold PPI. However you sensibly cancelled the insurance coverage in April 1993.

Santander doesn’t maintain data of your precise transactions earlier than 2005. However it does have info exhibiting that the whole you paid in PPI over the lifetime of the account was £18.21.

In its compensation calculations, Santander assumed funds have been made if you opened the account in 1986, so you will have obtained 32 years’ curiosity on the compensation fee of eight per cent easy curiosity — way over you’d have gotten from a financial institution or constructing society, particularly over the previous ten years.

So, in the long term, you will have carried out fairly effectively.

Straight to the purpose 

My mum died final March and left me her share of the home she owned with my dad. I personal a house already, which I lease out as a result of I reside with my associate.

My dad is now promoting the home and we’re utilizing the cash to purchase his new flat in joint names.

HMRC says we should pay the upper fee of stamp obligation on the entire buy worth, not simply my share. It does not appear truthful.

L. B., Devon.

Sadly, HMRC is appropriate. As you already personal your property, you could pay a further three per cent stamp obligation if you purchase one other property. 

If one particular person has to pay the upper fee, it applies to the entire transaction.


I would like to search out out the preliminary worth of my Nationwide Grid shares when it first cut up from British Gasoline, for capital features tax causes. Are you able to assist me?

M. A,. Barrow-in-Furness, Cumbria.

Nationwide Grid was privatised on December 15, 1995. At the moment, the share worth was 257.57p.


I obtained a £70 parking fantastic after accompanying my brother to hospital final month.

I rapidly realised that I had mistakenly not noted two digits of my registration quantity when paying the parking cost by way of my cell phone.

Once I defined this, the agency, Parking Eye, mentioned it might cut back the fantastic to £40. However I can barely afford this on my pension.

M. M., by e-mail.

Parking Eye says you have been fined since you parked within the emergency drop-off and Blue Badge space for an hour, fairly than the allotted 20 minutes.

It seems that you’re a Blue Badge holder, however didn’t present this proof in your attraction.

After I despatched a replica of your Blue Badge to Parking Eye, it agreed to cancel the cost.

  • Write to Tony Hazell at Ask Tony, Cash Mail, Northcliffe Home, 2 Derry Avenue, London W8 5TT or e-mail [email protected] — please embody your daytime telephone quantity, postal tackle and a separate observe addressed to the offending organisation giving them permission to speak to Tony Hazell. We remorse we can’t reply to particular person letters. Please don’t ship unique paperwork as we can’t take duty for them. No obligation will be accepted by the Each day Mail for solutions given.

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