We finally received £10k+ refund from TUI today 🎉🎉 for our cancelled wedding (due to take place 14th April). Whilst I appreciate there are people on here giving TUI a decent review by advising how hard staff are working and how people should be kind (which they should)...... TUI have acted in a completely unforgiving way to our family. We will never use them again! The damage done is irreversible in my eyes. If my wedding had just been cancelled, and we were told to wait for a refund 2 months+, that would have been acceptable. TUI staff told us we would recieve refunds within a few days, then stores closed, then no-one contacted us, then no phone calls were answered by TUi, nor were any emails. Until, I went international. First I got email responses from both India and Germany (but not the UK) within 1-2 days. However these responses were only apologising and advising they and forwarded my email onto the UK to handle. Still unhappy and 6 weeks after promises of a 3/4 day refund, I decided to send an email to a few directors I could find details for online. Finally I received a call, a lovely lady, but just too little too late. Advised she was senior management and would ensure our refund was processed. Unfortunately, due to skeleton staff etc, TUI didn't have great contact between staff (home working) and other departments (accounts teams). After a further 3 weeks, being told our refund would hit our bank in the next 3/4 working days. TUI realised they didn't have our account details right, so when they confirmed the refund had been sent to our bank, apparently it was bouncing back. Anyway the lady that called advised that their accounts dept would call us to process the payment on Monday, we recieved the money in our account today 48 hours later! For me, a "Bride" should not still be chasing TUI 8-9 week later for a refund on a wedding day. This was so much more than a holiday. It was a day planned around 40 years of me dreaming. No, the cancellation wasn't in TUI control, so it wasn't their actual fault. However, THE WAY IN WHICH OUR SITUATION WAS HANDLED "WAS" WITHIN THE FULL CONTROL OF TUI.