A PREGNANT mum has been left fuming after TUI allegedly quoted her £2,000 – just to make a change to her booking to add her soon-to-be newborn.
Karen Geiss had booked a holiday to Kos, Greece for herself, partner Adrian and son Alec for the October holidays later this year, but was left stunned when she found out she was pregnant.
Following the news, 42-year-old Karen set about altering the family holiday to include the newborn – but claims she was told that the room could not accommodate so many.
She was allegedly told she would instead have to pay for an upgraded room for an additional £2,000 – despite her looking online and seeing her current room was available for four people at a separate date.
Although accountant Karen had originally tried to rearrange the holiday, she had no luck in managing to add the new addition to their already-booked stay at TUI Magic Life Atlantica Marmari Palace.
She alleges that TUI’s reasoning behind her having to pay an additional £2,000 to upgrade was due to live pricing.
Karen was stunned to be told this as she had allegedly been looking online at the same facility and found the same room for a different week – and that it would indeed accommodate her family of four.
Karen shared her frustration online earlier this week, writing: “Can anyone help me with contacting someone at TUI as I’m getting really frustrated and upset.
“We have a holiday booked for October and [I’ve] found out to my surprise [that] I was five months pregnant in February.
“After two months of trying to add an infant to my room, now to be told I would have to upgrade for over £2,000.
“The same room would accommodate our family when you look for a holiday online in a different week.”
Her post received dozens of comments from fellow holidaymakers who offered various solutions to try and solve the problem.
One said: “I think that you can email the hotel for a cot in the room or cancel the whole thing and rebook.”
Another added: “Shocking, [you should] ring, baby’s free.”
A third suggested: “Try going to a TUI shop.”
However others tried to explain to Karen that health and safety regulations were probably the reason that she was unable to get the room without upgrading.
One said: “The room only sleeps up to three, there is no additional cot space, so likely cost is for two rooms.”
Another added: “The room sleeps three people max, so you can’t have four.”
A third claimed: “TUI charge £50pp to make changes, just do that as you will pay any extra or get refunded even lower holiday.”
Speaking today, Karen said: “I’ve tried to contact TUI but each time I do they say it isn’t possible [to change].
“It clearly shows online that you can book a room for two to three people
“It’s just been very stressful for lots of reasons, I already cancelled one TUI holiday for June as I found out I was five months pregnant in February.
“I spoke to a gentleman at TUI who told me it would cost £45 and we went through the details but then the systems wouldn’t allow him to change the booking.
“He said he would need to speak to another department and contact me back later in the week.
“I then contacted TUI a second time to be told again they couldn’t do it and they would get someone to contact me.
“I got distracted from TUI because I was going to hospital for check-ups and scans so I contacted TUI and they informed me they had notes from 9 March.
“The notes told them how to make the changes but again the person tried and nothing happened but they said it’s not a problem and that they would fix it and call me.
“However, I have tried continuously until now and am very frustrated as I’ve now been told it is not possible and it would cost £2,000 now to upgrade my room.
“The most frustrating and stressful thing is personally we have uncertainty and also my parents have booked separately going to the same hotel.
“If we needed to move a holiday in half-term due to my 13-year-old, this is no easy task.
“I have been travelling with TUI for over 13 years and this has been the most frustrating experience at a difficult time.”
The travel operator altered their pricing and charged Karen just £45 once they were made aware of the issue.
A TUI spokesperson said: “We’d like to apologise to Ms Geiss for a miscommunication in regards to the cost of adding an additional passenger onto her holiday.
“Our hardworking team do their best to get things right, but unfortunately this miscommunication was due to human error.
“We are so pleased the situation was brought to our attention and that we were able to resolve this swiftly.
“We hope Ms Geiss and her family enjoy their holiday.”
