Why did Tui tell us we could rebook our 巡航する - then fail to help us? TONY HETHERINGTON 調査／捜査するs

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Tony Hetherington is 財政上の Mail on Sunday's エース 捜査官／調査官, fighting readers corners, 明らかにする／漏らすing the truth that lies behind の近くにd doors and winning victories for those who have been left out-of-pocket. Find out how to 接触する him below.?

G.W. 令状s: We 調書をとる／予約するd a 飛行機で行く-and-巡航する holiday with Tui. の直前に 出発, we 設立する we needed a US Esta (Electronic System for Travel Authorisation) 許す as the 巡航する 含むd the US Virgin Islands.?

We were 否定するd this because we visited Cuba in 2022. We called Tui for help and were relieved to be told we could rebook for a later holiday, 解放する／自由な of その上の 告発（する），告訴（する）／料金s. However this turned out to be a 嘘（をつく）.

G.W. was 否定するd 入ること／参加（者） to Cuba during a 飛行機で行く-and-巡航する holiday with Tui

Tony Hetherington replies: You 自由に admi tted to me that Tui’s Marella 巡航するs offshoot does 警告する that 乗客s will need an Esta or a 十分な US ビザ.?

The Esta is 平易な to get for most tourists. However, your visit to 共産主義者 Cuba meant you needed a 十分な ビザ, with its more rigorous checks.

You told me: ‘I think the fact that an Esta or ビザ is needed for a 明確な／細部 巡航する 目的地 should be in the 巡航する 旅程 ― not three pages 負かす／撃墜する in the small print.’

And sure enough, it really is in small print, with only the same prominence as Tui’s age 限界 for drinking alcohol on board the ship.

What happened next should 脅す any Tui 顧客.

You called Tui and 記録，記録的な／記録するd the conversation.?

The スパイ／執行官, who gave his 指名する as Omar, 保証するd you: ‘We can go ahead and 修正する the holiday 解放する／自由な of 告発（する），告訴（する）／料金 to any other new holiday that you like.’?

Omar even explained: ‘If it’s いっそう少なく expensive, we’ll refund the difference.’

All you had to do was choose a 交替／補充 holiday and ask Tui to 調書をとる／予約する it. Your problems were over, Omar 主張するd, telling you: ‘Don’t 強調する／ストレス any more, it’s 全く 罰金.’

But this was a 嘘（をつく）. When you next called Tui, you were told that Omar would call you 支援する and sort things out. Again, a 嘘（をつく）.

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You rang Tui once more and were told a 経営者／支配人 would 接触する you 緊急に. Another 嘘（をつく）.

?And by then it was too late to stand any chance of getting a US ビザ.

Just 24 hours before you were 予定 to 飛行機で行く to Barbados to board the Tui 巡航する ship, you were told that, because you had 調書をとる／予約するd a 一括 holiday, part of which wa s now 閉めだした to you, you could not get on the 計画（する）. This was just another 嘘（をつく）.

You boarded the 計画（する）, flew to Barbados, and 調書をとる／予約するd into a hotel at your own expense to cover the lost week on board the 巡航する liner.

支援する home, you complained to Tui, but were told the German-owned company regarded the 事柄 as の近くにd. You requested transcripts of your calls to Tui, and Tui replied by 辞退するing but 申し込む／申し出ing you £200.

You reckon the 巡航する 禁止（する） and hotel 法案 cost you several thousand 続けざまに猛撃するs, so you said no. Tui 二塁打d its 申し込む／申し出 to £400, which you also turned 負かす／撃墜する.

Tui told me: ‘We are sorry to hear of Mr & Mrs W’s experience.

‘It is 明言する／公表するd before finalising any 調書をとる／予約するing on a Marella 巡航する visiting the US, that an Esta is a 必要物／必要条件 of travel.?

'Unfortunately, misinformation was 供給するd to Mr & Mrs W after their Esta was 否定するd, to which we have 申し込む／申し出d £400 as a 好意／親善 gesture for our 顧客 service error.’

So a string of lies becomes just a ‘顧客 service error’, and the loss of thousands of 続けざまに猛撃するs 令状s a いわゆる ‘好意／親善 gesture’ of only £400?

I 招待するd Tui to 再考する but it did not even bother to reply.

You could 脅す to 告訴する Tui, but based on past experience, I don’t think Tui would care. It is a rich company with lawyers who could run up your 合法的な costs without leaving their desks.

So you asked me to let you have a final word: ‘We want your readers to know how Tui are 用意が出来ている to 扱う／治療する their 顧客s.’

And now they do.

If you believe you are the 犠牲者 of 財政上の 悪事を働くこと, 令状 to Tony Hetherington at Financia l Mail, 9 Derry Street, London W8 5HY or email tony.hetherington@mailonsunday.co.uk. Because of the high 容積／容量 of enquiries, personal replies cannot be given. Please send only copies of 初めの 文書s, which we 悔いる cannot be returned.?