TUI Travel Center Thun — Bahnhofstrasse 12, 3600 Thun, Switzerland

Ich hatte einen sehr guten Service.

Anne-Maria Kohler

Fabienne Kaelin, die Mitarbeiterin, war unglaublich freundlich, hat schnell ein Angebot erstellt, ist wunderbar auf die Wünsche und das Budget unserer Kunden eingegangen und hat immer in unserem besten Interesse gehandelt. Die Kommunikation zwischen uns war sehr angenehm und unkompliziert. Wir freuen uns auf unsere bevorstehende Reise.

Aggiato Fabio

-> Nachtrag zur TUI-Antwort: Die oben genannte Rückerstattung beinhaltet das Geld, das wir für die vorzeitige Rückgabe erhalten haben, sowie für die Reparaturen, die wir im Voraus bezahlen mussten! Die tatsächliche Entschädigung von TUI für 5 ruinierte Wochen unseres 9-wöchigen Urlaubs beträgt ca. 760 Schweizer Franken! TUI zeigt keinerlei Verständnis oder Sensibilität dafür, wie sehr unser einmaliger Traum ruiniert wurde. Wir haben für 9 Wochen ein Wohnmobil gemietet und dafür einen fünfstelligen Betrag bezahlt. Wir erhielten ein kaum fahrtüchtiges, ungereinigtes Fahrzeug. Nachdem wir uns stundenlang beharrlich beschwert hatten, konnten wir es umtauschen und verloren dabei zwei Urlaubstage. Auch das zweite Fahrzeug war unsauber und wir mussten es zwei Stunden lang selbst reinigen. Die Scheibenwischer waren kaputt, was ein stundenlanges Telefonieren mit der Hotline und die Suche nach einer Werkstatt erforderte. Dann war die Batterie leer. Dann ein Ölwechsel. Nach drei Wochen hatten wir Wasser im Fahrzeug und mussten weitere vier Stunden mit dem Support telefonieren und das Fahrzeug einen halben Tag zur Reparatur stehen lassen. Der Schaden am Dach war alt und offenbar nie untersucht worden. Kurz darauf war die Batterie so defekt, dass das Fahrzeug nicht mehr fahrbar war und wir zwei weitere Urlaubstage mit der Rückfahrt nach Seattle verbringen mussten. Auch das dritte Fahrzeug hatte eine defekte Batterie. Wir mussten unseren Urlaub um drei Wochen verkürzen und verloren zwei volle Wochen unserer sechswöchigen Wohnmobilreise mit neun Werkstattbesuchen und über 150 E-Mails an den nutzlosen Onroadcare-Dienst. Unser Urlaub war ruiniert und der Stress belastete unsere Gesundheit. Der Vermieter wird von TUI als Anbieter von hochwertigem Service und gut gewarteten Fahrzeugen vermarktet. Wir haben alles dokumentiert, Fotos gemacht und TUI vorab informiert. Der Kundenservice zeigte wochenlang kein Interesse; Schließlich teilten sie uns mit, dass sie Beschwerden erst nach den Ferien bearbeiten (was mitten im Urlaub unglaublich hilfreich ist). Der Filialleiter erhielt Dutzende E-Mails von uns und antwortete nie auf eine einzige.

Daniel Marty

-> Addendum to TUI's response: For a CHF 12,000 trip, we received only about CHF 770 (plus a CHF 400 travel voucher after complaining) in compensation for five lost weeks of vacation. The amount listed in their response is for the unused days, as we had to cancel the trip entirely, and for the nine repair shops where we had to pay in advance. At no point did we experience any understanding or sympathy from TUI. Shameful. ______________ We booked our trip, which we had dreamed of for ten years, through a Swiss travel agency. TUI booked our campervan holiday with El Monte and described the company as reliable, with well-maintained vehicles and excellent service. We experienced none of these advantages. We experienced a nightmare that cost us over two weeks of vacation and a great deal of health. We had to cut our campervan trip short by three weeks. ______________ Camper 1: utterly filthy, bed black, mattress protector full of other people's hair. When I asked for clean bedding, I received a racist comment: "He's white—whiter than you." Also technically dangerous: the camper pulled sharply to the right and vibrated violently. Camper 2: also uncleaned, broken sink, everything sticky and peeling. Battery problems, the camper broke down, water leaks, and when it rained, there was a "river" inside. Instead of a vacation, we spent hours in repair shops and exchanged over 120 emails in two weeks with a completely incompetent hotline. Camper 3: finally cleaned, but again, battery and refrigerator alarms were going off. We barely slept and had to escape to an Airbnb for four nights. TUI completely abandoned us throughout this entire camper disaster. Despite massive problems, lost vacation days, technical defects, and over 120 emails and hours spent on the phone with the helpline in just two weeks, the branch manager of the TUI branch never responded. The official TUI customer service stated they could do nothing as long as the trip was still ongoing, even though we had lost so many vacation days and were suffering significant health problems. For weeks, we received no response from customer service – while we were in the midst of this nightmare. Even after multiple calls for help, detailed descriptions of the serious defects, and requests for support, TUI showed no initiative or commitment whatsoever. After we had to involve our legal expenses insurance, TUI informed us that they were not obligated to provide any compensation (mind you, we booked a campervan for 9 weeks, lost 2 weeks in repair shops, had to exchange the campervan, spent hours on the phone, sent countless emails, and the trip was cut short by 3 weeks). We then received compensation of 760 Swiss francs (and after a further complaint, a travel voucher worth 400 Swiss francs) for the booked trip, which amounted to a five-figure sum, far from adequate compensation for lost vacation time, additional costs, and health consequences.

Brigitte Marty

We booked a one-month trip to Australia with you. Since the trip is no longer possible due to pregnancy, and the travel insurance wouldn't cover the cancellation, we contacted you again. You suggested we submit a goodwill request – which was successful. As a gesture of goodwill, we received a refund of almost the entire amount. This wouldn't have been possible without your assistance, so thank you again!

Tamara R

Less than 20 hours before our scheduled departure, we were informed that our accommodation, booked two months prior, was overbooked. We were not offered an equivalent alternative – only a hotel that neither met our needs nor matched the room category we had booked. There was only this one, significantly inferior option. Despite our own suggestions for alternatives, these were ignored, and the company insisted on the inferior option. The customer service representative in Thun expressed understanding but, due to the short notice, was unable to offer any suitable solutions – even though we were the least responsible for the overbooking. We felt completely abandoned in this situation! According to the customer service representative in Thun, her hands were tied, and she had no decision-making authority. We repeatedly requested contact from someone with decision-making power, but to no avail. Since no suitable alternative was offered, we had to cancel the entire trip just hours before departure. The additional organizational effort was considerable, as was our disappointment with the opaque and poorly customer-oriented communication. ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . We requested a transparent disclosure of the hotel's email, but to no avail. Instead, we were only shown a cropped portion of the email, which lacked the hotel name, date, and sender. All in all, the experience was unacceptable and nerve-wracking.

Anja Z.