I have had three holidays cancelled by TUI due to Covid. The first cancellation was back in March 2020. I was informed by e mail that since I booked in store I would have to wait until my store re-opened for a refund. My store did not re-open for 8 long months. However, I did get a further e mail saying I would be issued with a refund credit followed by a booking incentive. I was told I could not even begin to apply for a refund without these documents and I never received either. I did eventually manage to contact them by phone (3 months later) and transferred to a holiday for summer 2021. That holiday has now been cancelled. I understood that TUI had now made a commitment to refund within 14 days following many complaints to the CMA. This is not happening. I was told on my e mail someone would ring to discuss my options. I did receive a phone call a week later but the person said they could only re-book the holiday and as I wanted a refund that a member of the refund team would have to ring me. I was promised this would be within 14 days. It is now over a month and nobody from the refund team has contacted me. It is impossible to get hold of TUI. I am working and do not have the time (nor the bank balance) to hold on a phone for hours waiting for them to answer. Any e mail sent to TUI is bounced back saying they are not monitoring e mails and I am directed to a link which shows me how to book a holiday. I have sent a recorded letter to head office but it was duly ignored. I would not recommend TUI to anyone.