We were due to be on a cruise (right now actually) with TUI. Cancelled obviously. They are releasing discount codes in date order to keep volume down. You can get a +20% credit if you rebook rather than cancel. But you can't cancel without first receiving your discount code.
We decided to get back in control and take a refund (although we are keen on a cruise next year) and phoned for a refund. Absolute nightmare - I had to call over 120 times just to get into the queue - then spent nearly 1 hour queueing and got cut off, then 2 hours one minute and got cut off. Then 1 hour 30 minutes and got answered.
In fairness, that's when the pain ended. The TUI customer service lady was lovely, we chatted about TUI cruise ships, itineraries, ports etc (while processing refunds, not wasting time & keeping others waiting longer in the queue. She also mentioned that some people had been absolutely hateful to her, and her colleagues. These people didn't invent Coronavirus and nor did TUI.
My refund was processed and I was told 5 days would be about average for it to appear back on my card. That was Wednesday and it turned up on Thursday.