During a recent holiday in Agadir, Morocco, there were multiple serious issues with TUI’s service, leading to the trip being cut short at a personal cost of £315, in addition to the original holiday expense of £1,749.99. What was meant to be a celebratory trip turned into a series of stressful incidents, including a prolonged luggage delay and threatening behavior from TUI representatives. Upon arrival, one suitcase was missing, and TUI’s response was inadequate. Initially, a compensation of just £25 per day was offered, significantly below the policy limits of £100 on Day 1 and an additional £150 on Day 4 if the delay persisted. When discussing this with the TUI representative, there was a refusal to provide the policy in writing. After much insistence, the representative briefly showed the policy on their iPad, which we photographed for reference. Even then, the representative did not follow the policy correctly. Due to this, we recorded conversations to protect ourselves from further mismanagement. On Day 4, we spoke to another TUI representative who was unaware of the baggage delay policy and initially offered just £25 per day. This representative had never seen the policy before and was applying a compensation policy meant for a different country, not the UK, which was entirely incorrect. After showing her the photo of the policy, she initially acknowledged that we were entitled to £150 but later reverted, stating it would be split incorrectly over multiple days. This lack of clarity and understanding among TUI staff left us feeling frustrated and misled. On the fifth day, TUI representatives aggressively confronted us in our hotel room, accusing us of recording a conversation and threatening police action if the footage was not deleted. One representative went as far as to threaten that a single phone call could prevent us from returning to the UK. Feeling intimidated and fearing for our safety, we felt coerced into complying and deleted the video showing their face while retaining an audio recording for our protection. Due to the distress caused by TUI’s representatives, we decided to cut the holiday short, booking an additional flight home for £315, along with a £45 taxi fare to the airport. Despite informing TUI about our early return, there was no clarity on how to retrieve the delayed luggage upon landing, resulting in a need for an additional trip back to the airport on Day 8. We have since documented all these issues in full and contacted the TUI customer service department to explain our experience, but have been completely brushed off. The way we have been treated while staying at a five-star hotel, by a world-renowned holiday company, is unacceptable. The stress and financial repercussions of what was supposed to be a relaxing holiday have been massive, yet the company has shown no care or responsibility for their mishandling and mistreatment