I don't want to go into too much detail as it's very personal but after a family emergency last year, we had to cancel our planned holiday. I was told by a Tui employee that we could use the money we had paid towards another holiday and was advised this could be claimed at any time, I was not told I needed to book by a specific date. I asked for this information to be provided by email and was told no, that they had placed a note on their system. I called up a month ago to try and arrange re-booking and was told that I had lost everything all of our money and the holiday because I needed to have rebooked by our original holiday date (which was about a week from the date we cancelled) I asked for the call recording and was told it was no longer available, I spoke to many members of their 'customer services' team, a few of which were very unpleasant and very condescending, who showed no compassion or understanding and totally dismissed what I had been told accepting no responsibility. It has been a truly awful time, and this experience left me feeling both physically and mentally unwell. They took £2300 from us, and we have absolutely nothing now. They are a truly awful company, where profit and greed come before humanity. I would strongly advise anyone to just read through what so many of us have said and not use them.