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

Ho avuto un ottimo servizio.

Anne-Maria Kohler

Fabienne Kaelin, la dipendente, è stata incredibilmente cordiale, ha preparato rapidamente un preventivo, ha risposto meravigliosamente ai desideri e al budget dei nostri clienti e ha sempre agito nel nostro migliore interesse. La comunicazione tra noi è stata molto piacevole e diretta. Non vediamo l'ora del nostro prossimo viaggio.

Aggiato Fabio

-> Addendum alla risposta della TUI: Il suddetto rimborso comprende i soldi che abbiamo ricevuto per la restituzione anticipata e per le riparazioni, che abbiamo dovuto pagare in anticipo! Il risarcimento effettivo della TUI per 5 settimane rovinate delle nostre 9 settimane di vacanza ammonta a circa 760 franchi svizzeri! TUI non mostra assolutamente alcuna comprensione o sensibilità per quanto il nostro sogno irripetibile sia stato rovinato. Abbiamo noleggiato un camper per 9 settimane e lo abbiamo pagato una somma a cinque cifre. Abbiamo ricevuto un veicolo a malapena idoneo alla circolazione che non era stato pulito. Dopo esserci lamentati insistentemente per ore, siamo riusciti a scambiarlo, perdendo due giorni di ferie. Anche il secondo veicolo era sporco e abbiamo dovuto dedicare due ore a pulirlo da soli. I tergicristalli erano rotti, il che ha richiesto un'ora al telefono con la linea di assistenza e la ricerca di un garage. Quindi la batteria era scarica. Poi un cambio d'olio. Dopo tre settimane, avevamo dell'acqua nel veicolo e abbiamo dovuto passare altre quattro ore al telefono con l'assistenza e lasciare il veicolo in riparazione per mezza giornata. Il danno al tetto era vecchio e apparentemente non era mai stato ispezionato. Poco dopo, la batteria era così difettosa che il veicolo non era più guidabile e dovemmo trascorrere altri due giorni di vacanza tornando a Seattle. Anche il terzo veicolo aveva una batteria difettosa. Abbiamo dovuto accorciare la nostra vacanza di tre settimane, perdendo due settimane intere del nostro viaggio in camper di sei settimane, con nove visite alle officine di riparazione e oltre 150 e-mail all'inutile servizio di assistenza stradale. La nostra vacanza è stata rovinata e lo stress ha messo a dura prova la nostra salute. La società di noleggio è commercializzata da TUI in quanto offre un servizio di alta qualità e veicoli ben mantenuti. Abbiamo documentato tutto, scattato foto e informato in anticipo la TUI. Il servizio clienti non ha mostrato interesse per settimane; alla fine ci hanno informato che si occupano dei reclami solo dopo le vacanze (il che è incredibilmente utile nel bel mezzo di una vacanza). Il direttore della filiale ha ricevuto decine di e-mail da noi e non ha mai risposto a una sola.

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.