I personally am not alone in being owed a refund from TUI for a cancelled holiday due to COVID 19. I do comprehend how these are tough times however the customer service from this company has been appalling. TUI are currently in possession of millions of pounds worth of customers’ money, all the while it earning them interest, whilst bosses sit on huge bonuses after refusing to take a pay cut despite a €1.8 billion German government bailout in early April. 
Firstly they made you wait for a refund credit voucher before you could even request a cash refund and then you have to ring an expensive phone line and wait at least upwards of over an hour to actually talk to someone. When you have applied for a cash refund the money never arrives in your account when they say it will and then when you phone yet again they move the goalposts and say it’s not going to be in until another date. This date also comes and goes. When you ask to speak to someone else they refuse, tell lies and make up excuses as to why you can’t speak to someone higher up. They are breaking the law by hanging onto this money that does not belong them and is rightfully ours. I believe that it’s now time for the U.K. government to step in to make this company abide by the law and pay their customers the money they’re owed and stop flouting the rules. 
Whilst I appreciate these are hard times other travel companies seem to have been able to abide by the rules and therefore in my opinion I cannot see any reason why TUI, as a company, should not be able to either.