A customer who claimed he was mis-sold a holiday by Tui alleged that he was locked out of the agency branch by staff after he tried to demand a refund.
Naveed Sadiq booked a last minute week-long holiday in Turkey for himself and wife Adila Mushtaq with the firm at its Fort Shopping Park branch in Birmingham last Saturday.
The couple were meant to fly out on holiday on Sunday – and claim they had requested in advance access to a segregated pool for religious reasons – but requested a refund after realising Sadiq’s wife would only have access to a communal pool.
Sadiq claimed he was marched out of the store when he started recording the conversation with staff on his mobile phone.
And he claimed he was locked out of the branch by staff, with his wife still inside the shop, Birmingham Live reported.
“It was a bit of an extreme reaction, to say the least,” said Sadiq, who has since been offered a full refund.
“It’s not as if I was aggressive or violent. I was simply stating that I had been mis-sold something and I wanted my money back.”
Sadiq claims he booked the holiday with the assurance from staff that his wife would have access to a segregated pool.
He said he was offered a refund or an upgrade which would have cost more. “I simply asked for a refund and was not happy with the response,” he said.
Sadiq said he was told he would have to apply in writing for a refund and could have to wait up to 28 days for a response.
A Tui spokesman said: “We are sorry to hear about Mr Sadiq’s experience. We have been in direct contact with the customer and the issue has now been resolved.”
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