Absolutely horrendous company who have absolutely no interest in you. We had our money and bag and jewellery stolen so there began our problem. Our Ins cover some of it so we stupidly phoned Tui for copy receipts. We phoned Tui and were left for ten mins before they condescended to speak to us. The after care dept had never heard of the ombudsman to supply their name for them to assist us! Tui were asked to supply a copy of the money exchange transaction. The response was uncanny.... "Oh, Oh, not very likely, that was actually a month ago. So you don't keep records after a month then? "Actually, no....not usually said the girl nonchantly" Beyond my comprehension, beyond belief. They eventually had an Easter Egg hunt to find the receipt and I went in to collect ... the receipt was incorrectly dated. This after I explicitly told staff the transaction date was necessary for the insurance company. I phoned again. I should have walked in, it would be quicker. I waited for 4 hours for them to call me back (the Manager Aaron at Carrdiff Queen Street promised he would!!) No return call. I had to re phone them. Aaron then said they would email details.....another 4 hours later still waiting!!!!!!!!!!!!!!!!!!!!!! The other money receipt came from Hays, who found it within seconds, printed it off for me to pick up the following day, and all went swimmingly, and my, my, Tui you are clearly in trouble if this is the best you can do as Hays so, so, totally outshine you. Perhaps they could arrange training for you.