A family who booked an all-inclusive package to Spain with TUI were left £6,300 out of pocket after the company refused to cancel or transfer their holiday, despite a medical diagnosis of a heart condition. The family, including two 18-year-old children celebrating university places, were due to depart on June 17 but had to cancel after one daughter was diagnosed with prolonged QT complex, a heart condition.
Family's Catch-22 Situation
The family provided a Not Fit to Travel certificate from a medical practitioner, but TUI initially refused the transfer request on May 20, stating the condition was undiagnosed. The family pointed out the contradictory nature of this decision, as TUI's travel policy required insurance before travel, but they could not obtain insurance due to the undiagnosed condition.
In a letter to The Telegraph, the family wrote: "We were supposed to depart on June 17, but weren’t able to go because of circumstances beyond our control. In spite of numerous communications with TUI, the company refused our request to transfer our holiday to a later date, or even to let us sell it, meaning we now face the loss of £6,320."
Devastating Impact on Family
The family described the situation as "devastating" and "deeply disappointing" for their children, who had not enjoyed many holidays abroad before. They expressed concern that TUI's approach could lead customers to travel without insurance or avoid disclosing medical conditions when applying for insurance.
After The Telegraph intervened, TUI finally agreed to refund the full amount. A TUI spokesman said: "We appreciate this has been a worrying time for the family, given the circumstances surrounding their daughter’s health. We’re pleased to confirm the matter has now been resolved directly with the customer."
Broader Implications for Travel Insurance
The case highlights the challenges faced by travellers with pre-existing or undiagnosed medical conditions. The family's daughter had been suffering symptoms and saw her GP, leading to the diagnosis. The family argued that TUI's policy created a catch-22: they needed insurance to travel, but couldn't get it because of an undiagnosed condition, and TUI refused the transfer for the same reason.
