If I could put zero stars I would... I have never posted a complaint before on social media but I’m so disgusted with TUI I feel compelled to do so. My parents booked a holiday earlier this year paying a deposit of £800. Two days before the final payment was due my dad was diagnosed with terminal cancer and was therefore unable to travel. This was something completely out of the blue - early diagnosis was mumps! My mum was clearly distraught and a call to TUI obviously wasn’t the first thing on her mind - something TUI can’t seem to understand. Instead she attended her local store (a few days after the final payment date) explained the position and was told the store would assist and contact the exceptions team for a refund. Nothing was heard so she attended the store again and was again told they would make contact with the exceptions team - apparently there isn’t a contact number for this specific team. In the meantime medical evidence was submitted to the exceptions team from my dad’s Oncologist who confirmed my father was terminally ill and therefore couldn’t travel due to treatment. Sadly my mum has been informed that despite the medical evidence TUI do not accept this to be a cancellation due to illness and will not refund the deposit. They are suggesting that fault lies with my mum as she went to a store rather than made a call.... customer services apparently do not appreciate that be it a store or online they are part and parcel of the same TUI company. I am baffled at the lack of compassion shown by TUI at what was, and remains an extremely upsetting time for our family. Needless to say we have made a formal complaint however based the interaction with TUI to date i have little confidence.