I know it's a tough time for Tui and all travel agents and those in the industry so I write this reluctantly. Seemed like I was getting a good deal as an NHS member, additional £100 discount and all. Booked a holiday for my family to Gran Canaria to leave this Saturday. They have cancelled it (although flights are leaving for same destination the day before and the day after).... it's disappointing but ok I accept this too. What I can't accept is I have wasted 6 hours in last 3 days trying to get through to someone to get my refund. Although they cancelled holiday, it is not cancelled on their system so I have to call them to cancel on the "Heroes" helpline - this helpline has atleast 90 minutes of wait time. I terminated my call at around 90 minutes 3 days in a row because I have patients to see. I got through on another number within 30 minutes but to get my refund I have to speak to the "heroes" helpline... what a joke? discount for "heroes" but treated far from it once you've paid... I'm still on hold , 7 hours total waiting time in 3 days and no end in sight... hopefully I get through before I have to deal with patients (in 86 minutes time... )