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

J'avais eu un très bon service.

Anne-Maria Kohler

Fabienne Kaelin, l'employée, était incroyablement sympathique, a rapidement préparé un devis, a merveilleusement répondu aux souhaits et au budget de nos clients et a toujours agi dans notre meilleur intérêt. La communication entre nous était très agréable et simple. Nous attendons avec impatience notre prochain voyage.

Aggiato Fabio

-> Addendum à la réponse de TUI : Le remboursement susmentionné comprend l'argent que nous avons reçu pour le retour anticipé et pour les réparations, que nous avons dû payer d'avance ! L'indemnisation réelle de TUI pour 5 semaines gâchées sur nos 9 semaines de vacances est d'environ 760 francs suisses ! TUI ne montre absolument aucune compréhension ni sensibilité quant à la façon dont notre rêve unique a été ruiné. Nous avons loué un camping-car pendant 9 semaines et payé une somme à cinq chiffres. Nous avons reçu un véhicule à peine en état de rouler et qui n'avait pas été nettoyé. Après avoir persisté à nous plaindre pendant des heures, nous avons pu l'échanger, perdant ainsi deux jours de vacances. Le deuxième véhicule était également sale et nous avons dû passer deux heures à le nettoyer nous-mêmes. Les essuie-glaces étaient cassés, ce qui a nécessité une heure de téléphone avec l'assistance téléphonique et de recherche d'un garage. Ensuite, la batterie était morte. Puis une vidange. Au bout de trois semaines, nous avions de l'eau dans le véhicule et avons dû passer encore quatre heures au téléphone avec l'assistance et laisser le véhicule en réparation pendant une demi-journée. Les dégâts sur la toiture étaient anciens et n'avaient apparemment jamais été inspectés. Peu de temps après, la batterie était si défectueuse que le véhicule ne pouvait plus rouler et nous avons dû passer encore deux jours de vacances en voiture pour rentrer à Seattle. Le troisième véhicule avait également une batterie défectueuse. Nous avons dû écourter nos vacances de trois semaines, perdant deux semaines complètes sur notre voyage de six semaines en camping-car, avec neuf visites dans des ateliers de réparation et plus de 150 courriels au service inutile d'entretien routier. Nos vacances ont été gâchées et le stress a eu des conséquences néfastes sur notre santé. La société de location est commercialisée par TUI comme offrant un service de haute qualité et des véhicules bien entretenus. Nous avons tout documenté, pris des photos et informé TUI à l'avance. Le service client n'a montré aucun intérêt pendant des semaines ; finalement, ils nous ont informés qu'ils ne traitaient les plaintes qu'après les vacances (ce qui est incroyablement utile au milieu des vacances). Le directeur de l'agence a reçu des dizaines de courriels de notre part et n'a jamais répondu à un seul.

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.