We were due to fly to Florida on 3rd Apr. We knew it would be cancelled due to Covid 19, but received no notification. In fact we received our E-tickets instead. I contacted them on 6 Apr and requested a refund and was sent a cancellation notice and a refund notification. The lady said it could take up to 10 days to be refunded. On the 6th May (4 weeks later) I phoned again as we still hadn’t received the refund. The lady said they didn’t have our account details and that was the reason, she said she’d filled out a BACS transfer form and would send it to the finance team that day. Again told it would take up to 10 days to process. There has still been no sign of a refund as at 22 May. I completely understand that they are dealing with millions of customers and it will take a while. However, this is unacceptable! If told it would take 8 - 10 weeks then fine, but this has not been the case. This was not a cheap holiday (circa £9,500k) and I would like it back. I will aim to ring again next week if it’s still not in the bank. I have always championed TUI and travelled with them frequently, however the handling of this situation in terms of customer service has been very disappointing.