Thieves that's what they are!! Thieves that's what they are!!! I was a regular customer, but this year, because of important and unexpected health issues, documented with official medical letter, I had to cancel my trip. They asked me several times to provide medical documentation to benefit from fee free cancellation and after I lost time and money to get the letter for them, they said will hold the deposit anyways! Worse company ever! Last summer their flights had 6 hours delays both ways, they never returned a pound, no apologies, not even a cup of tea! I will never ever buy a holiday with TUI again!