TUI Holiday Store

MichaelMowgli
5 Star
I wanted to take the time to write a review about the excellent customer service provided to myself and my family during a time of great distress by Wendy Taggart who is the Andover store Manager and Sarah Watts in the Assistance Department. I had a holiday booked to Egypt from 1st - 16th April 2022, however my 7 year old daughter suddenly got diagnosed with Atypical Tuberculosis and we were facing pretty dire circumstances. It all happened very rapidly after booking so I hadn't had the time to look into travel insurance. When I spoke to Sarah first she showed compassion and understanding second to none, she comforted me whilst I cried down the phone and panicked over what decision to make. The worry over losing £10,000 for a holiday was made even worse as we have just lost my father to cancer, so this holiday was to help my mum try to have some time away from the trauma of various things going on at home. Not to mention it was a holiday that we had saved considerably for and I could ill afford to lose - we wouldn't be holidaying again anytime soon. The complications deriving from my daughter's sudden disease has been, and still is, multifaceted on so many serious levels. After discussing the situation with me Sarah transferred me through to the Glasgow store; this was the store that originally took my booking when I rang up to make it over the phone. Sarah decided to phone me later and follow it up due to the sensitivity of my situation and the level of emotional distress it was causing me. After this follow up phone call with Sarah and the extremely poor attitude that I had experienced from the Glasgow store, she decided that the best way forward was to immediately take ownership. Due to the booking being made over the phone but through a store, she liaised with different people on my behalf. This is where my plight was discussed, by off chance, with Wendy the store manager at the Andover Store, as it was during a separate call Sarah had with her. Wendy immediately offered to help Sarah to get this sorted for us. Wendy had nothing to financially gain from taking this task on and would have needed to add this onto her own store workload - she did this because she is kind and clearly wants to represent TUI in an honourable way with integrity. Both Wendy and Sarah consistently delivered within the time frames they promised, they remained in constant contact and saw the whole process through from beginning to end. They sought to be as flexible as possible with contact, never once making me feel a burden or hassle, as they were aware that due to us being in hospital and in consultant multi-disciplinary team meetings that I wasn't able to take calls during the day so easily. In turn this all meant that between Sarah and Wendy my booking was seamlessly amended to May, by which point my daughter will have healed from her serious neck operation which will see her cut from ear to jugular - she is only 7 years old. Even though we are in the thick of the journey right now as my daughter is neutropenic and has zero immunity, I simply couldn't not take the time to write you this review. Wendy and Sarah are in essence everything a customer service representative should be and are deserving of the highest of praise. This means that my experience from TUI is one where praises will be sung to others and bookings / revenue to be made from the people who hear of our experience and in turn choose to book with yourselves. Your colleagues Wendy and Sarah went over and beyond to be all that I needed from a company and they are an absolute credit to TUI. Thank you.
Saturday 16th April 2022

Josh Branley
5 Star
From the moment of booking my Holiday I have had nothing but pleasure. The manager has been fantastic nothing is too much effort and always happy to help thank you very much indeed. Will be sure to book again indefinitely.
Wednesday 11th September 2019

Kerry Bergin
5 Star
Very good staff.have used over and over
Tuesday 17th August 2021

Jenny Ball
5 Star
Great store Lovely girls always helpful in the Andover store . I always book with TUI especially Caribbean and Italy . Especially love flying on the the Dreamliner too . TUI by far one of the best in travel 💯 The accommodation never fails to disappoint either 5⭐️⭐️⭐️⭐️⭐️
Monday 9th March 2020

Pete Gale
1 Star
My parents booked flights from London to Perth, Australia. Their as advised route took them to Munich, Singapore, Perth on the way out, then Perth to Sydney, San Francisco onto London. Ridiculous route and they were not informed that a visa was required to do a transfer at San Francisco. They were unable to board their homeward bound flight as the visas weren't in place. Caused massive stress for 2 elderly travelers just after the new year. They went to see the shop and Were told to suck it up. Very professional
Monday 20th January 2020