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

Tuve un muy buen servicio.

Anne-Maria Kohler

Fabienne Kaelin, la empleada, fue increíblemente amable, preparó rápidamente una cotización, atendió maravillosamente los deseos y el presupuesto de nuestros clientes y siempre actuó en nuestro mejor interés. La comunicación entre nosotros fue muy agradable y directa. Estamos deseando que llegue nuestro próximo viaje.

Aggiato Fabio

-> Anexo a la respuesta de TUI: ¡El reembolso antes mencionado incluye el dinero que recibimos por la devolución anticipada y por las reparaciones, que tuvimos que pagar por adelantado! ¡La compensación real de TUI por 5 semanas arruinadas de nuestras 9 semanas de vacaciones es de aproximadamente 760 francos suizos! TUI no muestra absolutamente ninguna comprensión ni sensibilidad por lo mucho que se ha arruinado nuestro sueño único en la vida. Alquilamos una autocaravana durante 9 semanas y pagamos por ella una suma de cinco cifras. Recibimos un vehículo apenas apto para circular y que no había sido limpiado. Después de quejarnos persistentemente durante horas, pudimos cambiarlo, perdiendo dos días de vacaciones en el proceso. El segundo vehículo también estaba sucio y tuvimos que pasar dos horas limpiándolo nosotros mismos. Los limpiaparabrisas estaban rotos, por lo que tuvo que hablar por teléfono durante una hora con el servicio de asistencia técnica y encontrar un taller. Entonces la batería estaba muerta. Luego un cambio de aceite. Después de tres semanas, teníamos agua en el vehículo y tuvimos que pasar otras cuatro horas hablando por teléfono con soporte y dejar el vehículo en reparación durante medio día. Los daños en el tejado eran antiguos y al parecer nunca habían sido inspeccionados. Poco después, la batería estaba tan defectuosa que el vehículo ya no se podía conducir y tuvimos que pasar otros dos días de vacaciones conduciendo de regreso a Seattle. El tercer vehículo también tenía una batería defectuosa. Tuvimos que acortar nuestras vacaciones en tres semanas, perdiendo dos semanas completas de nuestro viaje en autocaravana de seis semanas, con nueve visitas a talleres de reparación y más de 150 correos electrónicos al inútil servicio de atención en carretera. Nuestras vacaciones se arruinaron y el estrés afectó nuestra salud. TUI comercializa la empresa de alquiler como una empresa que ofrece un servicio de alta calidad y vehículos en buen estado. Documentamos todo, tomamos fotografías e informamos a TUI con antelación. El servicio de atención al cliente no mostró interés durante semanas; eventualmente, nos informaron que solo atienden quejas después de las vacaciones (lo cual es increíblemente útil en medio de unas vacaciones). El gerente de la sucursal recibió docenas de correos electrónicos nuestros y nunca respondió a ninguno.

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.