Name: TUI UK NewsRoom
Rating: 1.73

“Unwanted guest at dinner on the dessert cart! Just at the end of our 4th day at the Dunamar hotel, Monte Gordo on the Algarve. Travelled here on the 6am flight from Birmingham airport and arrived at Hotel at 10.30am. Our room wasn’t ready till after 2pm so sat around in our jeans and UK clothes for several hours. The hotel, drab and tired, is understaffed, everything is closed except the dining room and bar. No shop, spa, entertainment or anything! Facilities all closed. The food is very limited, receptive, lukewarm and tasteless. We have complained via the TUI app every day since arriving and our TUI rep Leana (who divulged that many other guests are also complaining) agreed with our evaluation that the hotel wasn’t fit for purpose. TUI eventually agreed to transfer us to an alternative hotel after 4 days of a 7 day stay at a personal cost to us of almost £500 + we would have to make our own transfer arrangements (almost 50 kilometres) The final nail in the coffin after a 5th night of only eating salad was an unwanted guest on my dessert (see creature top right) as per photo! For what its worth we are life long TUI customers and this is the first time we have felt lead to leave a review. We are now trying to salvage the remainder of our holiday by spending as little time as possible in this poor excuse of a third rate hotel.”

TUI UK NewsRoom 1 star review on 19th May 2022

Helpful Report

Posted 2 years ago

“Absolute disgrace. Endured a total of 7.5 hrs delay for a 1 week holiday. Had a claim authorised but can't fill in my bank details. 8 phone calls today only to be cut off or staff unwilling to help. Tried to complain on website but it doesn't work. Cowboys!!!!!!!!”

Helpful Report

Posted 2 years ago

“Absolutely awful customer service. Not fully informed. Lack of communication. Told different things by different agents. Would never recommend to book with this company”

Helpful Report

Posted 2 years ago

“Aggressive company in all areas,after service abysmal and not responsive or able to communicate with their consumers they rely on social team on social platforms to buffer the mass of enquiries including after travel complaints,they are reactive rather than proactive,time management of resolving aftersales complaints effectively shows poor time management,disorganised,over priced misleading holidays,fail to deliver what they offer-refunds not applicable with this company they would rather advise customers to “seek third party legal advise”than look to resolve.I will never use this company again for holidays”

Helpful Report

Posted 2 years ago

“Awful customer service. Booked Atlantica mare Paphos With Tui which is a 5* in Mar/Apr. Given mixed information from staff. Cancelled first 3 days of kids clubs this is a Tui Blue Hotel. Pools are freezing to the point kids turned blue even the heated one, the sea was warmer. Beach had glass on it and cafe here wasn't open and no loungers. Wrong info from staff each day on whether it would be open. Staff kept Couldn't go in pool until day 6 of holiday due to temperature. Considerimg family hotel kids are very restricted. No lilos allowed. No toys allowed around pool, no jumping allowed. Food is cold in buffet luckily there is a microwave but shouldn't need to microwave meal in 5* hotel. A la carte restaurants are disappointing. Lost bookings, food uncooked. Requested to be moved hotel Tui rep couldn't find out cancellation charges for 4 days and kept stalling us hotel and tui blaming saying the other party had to find out. Ran out of time to be able to move as then said needed 48 hours to move us. Bar staff are great, lifeguards are rude. Couldnt get in kids club. Submitted complaint on holiday. Then when I returned. Their response was generic apologising for variety of food this wasn't one of my comments. Resubmitted complaint and replied to their email haven't had a response. Tried calling complaint line it plays a recorded message and cuts you off. Called Tui store they referred back to completing on line. Cant actually talk to a person. So disappointed we didn't get the holiday we paid for which took us 2 years to save for. Wont be booking with Tui and won't return to Atlantica mare Village Paphos.”

Helpful Report

Posted 2 years ago

“Im so disappointed with Tui. Our holiday has been booked since 2019. Tui have cancelled it twice and twice we have stayed with them. We are due to go this June and want to change our dates. My hubby rang to check this was possible as he was awaiting test results and we wanted to know the latest we could change dates. On the telephone we were told upto 2 weeks before departure! Tried today to change to the 21st June from the 7th only to be told it will cost us £1017.00 ontop of the new holiday price in amendment fees!!!!!!! They can see the notes from the telephone call from an overseas adviser and have said they will be corrected on correct procedure but its tough for us the amendment fee is £1017.00. The new holiday price in itself is an extra £1000 which we were willing to pay! Really not happy! Will never book again with Tui!”

Helpful Report

Posted 3 years ago

“Terrible communication. Not accepting emails Very long call waiting-customers don’t matter Make sure you’ve written your will before phoning them. My experience is that P&O are good. Another lost customer.”

Helpful Report

Posted 3 years ago

“II's easier to get a reply from a serving prime minister than Tui's After travel department. I am eighty years old and have only once written to a government minister, namely Tony Blair in year 2000. I didn't really expect a reply but Mr. Blair duly responded. Contrast this with with my ongoing attempts to obtain a reply from TUi regarding what should have been an enjoyable break spoiled by Tui's over reliance and seriously misplaced faith in digital technology. Resulting among other things, in queuing , along with a huge number of other people, for endless hours, to unsuccessfully register results of Covid 19 tests. Over the past six months I've sent five letters to TUI four of these to TUI CEO directly. The only correspondence I've received from TUI was a very short e-mail which had all the credibility of an Aesop's Fable ,neglected to address most of my concerns but assured me that the matter of queuing which I'd brought to TUI's attention ONE HUNDRED AND FOURTEEN DAYS PREVIOUSLY was being looked at as a matter of URGENCY and making reference to an event involving myself that NEVER OCCURRED. This only servers to make TUI appear foolish at best. If a serving Prime Minister can find time to send me an answer to a query I'm sure the CEO of a holiday firm can do likewise. Incidentally TUI can still find time to bombard me with holiday adverts on an almost daily basis”

Helpful Report

Posted 3 years ago

“I have had the worst experience with tui in recent months. I booked a holiday to Spain last summer for this year, since covid vaccinations have became mandatory. I contacted tui 1st February to confirm the transfer of my holiday given the restrictions, I was advised to wait until end of February incase restrictions were lifted. I contacted tui again at the beginning of March and I was again advised to wait until the end of March. This week I have contacted tui 15+ times in order to sort the transfer of my holiday. I have had varying amounts incompetent staff members giving me a number of conflicting statements with no help to arrange my holiday transfer. I now fly in 5 weeks, currently to a destination that will not allow me entry and I am now being told despite booking a all inclusive holiday and finding multiple alternatives that I am only to transfer to a bed and breakfast holiday for a additional charge. TUI will never recieve my custom again and I am writing to head office to demand a refund in order to take my custom elsewhere.”

Helpful Report

Posted 3 years ago

“Had booked our holidays in January to go in June. Planned it all and was really looking forward to a much needed break. However over two months later we were informed of a change in hotels. The one we booked being close to everything, the one they changed us too needing us to constantly use taxis or buses… I phoned them after a 25 min wait an automated voice told me they were now closed… phoned again got through to a nice man who said we could cancel or rebook, he’d phone back next day. But a holiday in same place has now doubled in price. So a holiday we had planned and was looking forward too, we are now dreading. Everything has been spoilt for us… and yes two days later I am still waiting for the return call”

Helpful Report

Posted 3 years ago

“Hi We booked with you 2 years ago, but due to Covid we had to cancel, we then paid an extra £150 to move the holiday with you. Having paid £800 deposit to secure our holiday, you have now decided to move us to another hotel (which we are not happy with) we were meeting friends there. You have moved us for financial gain. We have made serval calls to you to try and resolved the situation and promised calls back, but nothing. As a customer who has always used Tui, you have ruined our holiday and you are going to cost us more money. I think people have paid more for this holiday & you have kicked us out !!!! Not expecting a response as not done us any favours so far ……. I could sit here all day and moan about the holiday pain you have caused us, i will be making my voice heard on all other review pages possible. I hope i never have to use TUI AGAIN !!!! As you tell not a happy person !!!!!!!!!!!!!!!!!!!!!!!!!!!!! Well done TUI, you money grabbing……………… Regards Person with no Holiday !!!!!!”

Helpful Report

Posted 3 years ago

“Absolutely shocking customer service from TUI. Having booked 18 months ago, I was upset to see that our flights had drastically changed on the outbound and inbound to awful middle of the night times. Although I appreciate that changes do happen occasionally, I could also see that they had a much more civilisised time departing earlier in the day so called to see if we could change and pay any difference in the flight cost. After waiting for an hour on live chat with no response, 40 minutes on the phone, and lots of of back and forth with his manager, he advised that they cannot just change the flights on the booking and it would have to be cancelled and rebooked resulting in a £2,000 price increase! Absolutely disgusting response. I was more than happy to pay any additional cost for the increase in flights (both flights were TUI flights so I know they wouldn't have incurred any internal charges to change them) but absolutely not £2,000 to 'rebook' my holiday. I didn't want to change my holiday I just wasn't happy (who would be) with the god awful new flight times. Asked the representative to speak to a manager and his response was 'we only have managers to look after staff and not for customers so you will need to fill out an online form (and wait 28 days!)' Having travelled with TUI most of my life, I let 2 initial poor experiences slide beacause I wanted to give TUI the benefit of the doubt but after yet again another example of poor service and actually just greedy behaviour, I will not be travelling again with them. AVOID AVOID AVOID”

Helpful Report

Posted 3 years ago

“Absolutely disgusting customer service. You cannot trust TUI advisors. Over the last 2 years we have been advised to amend our holiday due to restrictions changing. We were never told we could get a refund which is what we wanted. We have been lied to by 3 TUI representatives. We are going to lose £800 due to their utter useless advice. We will NEVER use TUI again. Even the Harlow Branch Manager can’t help because apparently they don’t record conversations so they can’t comment on what we’ve been told previously. Utter Disgrace. We have basically paid them £800 for nothing.”

Helpful Report

Posted 3 years ago

“ined our dream holiday Ruined our dream holiday , had a holiday to St Lucia booked since last September , disappointed is an understatement ….. Due to fly in May , got an email to say our flight from Manchester to London Gatwick got cancelled . Instead of giving us an alternative flight , or suggesting making alternative travel arrangements via train to London etc in order to get the long haul flight …..TUI just cancelled the whole holiday without saying anything…. Our resort booking then got snapped up straight away , and now that resort is fully booked up till the end of October . What kind of sevice is that . Beyond scandalous … a refund dosent justify it or rectify it by any means . As you can understand any 5star resorts are either fully booked now or price has doubled . Can’t even understand the thought process behind that, could of easily been resolved …. Zero customer journey…. Sorry , better luck next time 😅”

Helpful Report

Posted 3 years ago

“Newport Branch Tui Absolutely appauling customer service. Mis sold holiday by £1500. Told one price by the representative that sold it to us, to which they added extra notes detailing the breakdown of each cost for the holiday to our booking documents. During the original booking we paid to pre book seats due to our party consisting of four different families, making up 14 of us travelling in total. Including one diagnosed autistic, one going through autistic diagnosis and an infant with a rare genetic conditioner, going on the first holiday of their life after numerous surgeries. Postponed the holiday in 2021 due to health concerns and restrictions that may be in place that a diagnosed autistic child may not be able to understand. To be told by representatives at the Newport Branch that we would not be able to postpone our holiday we would have to re book as a new booking, but have to pay amendment fees o the new booking and would lose our pre paid seats because of it being a new booking! When the representative was questioned about these issues they consulted with another member at the Newport Branch which resulted in our amendment fees being waivered down to welfare if we could provide proof, which we did, but could not help us with anything else. At this point the money differences still wasn't picked up as the representative used the notes placed on our booking documentation to work out how much extra we would be paying per family to postpone our holiday! When looking at paying the holiday at the beginning of 2022 we found the discrepancy (£1500) between the price we were sold, notes to prove from the representative, and the actual price of the holiday. Newport branch Tui's response was there is nothing they can do other than re book, even though it was not our fault. When trying to explain our issue the staff member’s dealing with our query were reluctant to listen and defence. They asked us to prove that the representative had mis sold us the price, which we did by telling them to go onto their own system and look at the notes on our booking. They then left us sat there for 20 minutes while they discussed us on the opposite side the room even though they had all the information they needed on the computer in front of them and us! For them to come back and tell us it was OUR fault and we should have picked the discrepancy up!! We were told we would have to pay the extra or rebook, but if we rebook we will HAVE to pay the amendment fees or it won't be possible, it's not the branch's fault. When I questioned why we would have to pay them when had we been alerted to the discrepancy when we rebooked in 2021 we would never have stayed with our original holiday and we would not have paid the amendment fees like we didn't then. Apparently because it was a new booking, like in 2021, we would have to pay amendment fees. It was pay that or we would be unable to re book. Told by the Newport branch to complain to head office to TRY and get our money back. Exhausted at the lack of customer service, apart from them easily finding more hurdles for us to jump over we decided to pay. The situation then got worse!! We were told they would price match the holiday we found, but was unable to, then came more of the excuses why they couldn't price match!! 'It is for new customers only' even though we were being classed as a new booking. 'Its online offers they can't get instore' even though the representative had to go online, same as us to book our holiday because they were unable to use their own system for such a large booking. I have sooooooooo many more issues and apparently nobody in the Tui group wants to know. One word for some f the members of the Newport Tui Branch INCOMPETENT. I've been told by the Newport Branch they can't help, to be told by Tui messenger that they cant help it should be the Branch who sold it to us and Tui live chat that's ends your calls even when you agree to wait in the queue. We are fed up if jumping hurdles to rectify a problem caused by Tui, to be met with more problems caused by Tui and then no one in Tui wants to give us solutions to the problems they've caused!!”

Helpful Report

Posted 3 years ago

“Disgusting once they've had the deposit there are gone No customer service and never ever ever using them again”

Helpful Report

Posted 3 years ago

“Our trip with TUI was awful! No informed, no help, poisoned on the plane, bad service, constant stress. In details:  1. When we bought the trip, the company did not informed us what documents we need to prepare (including mandatory PCR). ONLY after our call to the support line (waiting time up to 20 minutes) we received required information. BUT! Anyway your support manager sent us wrong information. We had a trip to Dominican Republic but documents we received were for Cabo Verde. What is a negligence?!!! 2. Because of this mistake we almost missed our flight. ONLY on the check-in we were informed the right form we need to fill. 3. On the check-in desk the employee of the TUI did not facilitate our fast check-in. He just said that we have 2 minutes before the end of check-in or we will fall our flight. I emphasize - we had premier tickets for which we paid extra 600 pounds. Is this a premium service? Only one woman (TUI employee) helped us to fill the form at the last second. 4. This is the most disgusting item… We were poisoned on the plane! We had premium seats and still the food was a low quality. While on the plane we felt a stomach ache. It’s good the hotel has a doctor and a pharmacy. The doctor helped me choose the medicine that worked. But anyway we lost the whole day of our trip: we could not eat normally and leave the room because of the pain. 5. On the flight back TUI employees AGAIN did not informed us about necessary registration form. This happened with all passengers! Can you imagine what kind of hell was going on at the check-in desk? Each passenger had to urgently fill out this document. 6. On the flight back we did not have travel kit on the plane. It’s nothing! But I would like to count on socks and a sleep mask when you fly 9 hours in premium class. Generally, I have never met the worst vacation organization. TUI - never again! On the photo - those medicines that we had to drink after eating on the plane.”

Helpful Report

Posted 3 years ago

“Shocking service, wrong airport was booked, we were told discounts to Disney would be applied turns out our dates weren't eligible, rushed into everything, won't refund a £1100 deposit, by law they can only keep minimal costs, we booked a £25k holiday which took 2hrs to sort, wish I got paid £650 ph, shocking the experise we thought we would get by going in store was non existent, will revert back to booking my holidays myself”

Helpful Report

Posted 3 years ago

“Worst customer service ever no one to be found at aiports or in resort.They are useless”

Helpful Report

Posted 3 years ago

“Literally the most dishonest company ever!! So many exceptions to what they advertise (free changes...I think not). You call and call and call and call and get nowhere every time is a different set of excuses. The staff adopt a bullish approach and try to bamboozle you with information and avoid giving any straight answers I have tried on multiple occasions to file a complaint as I feel I have been misled but I am ignored and fed more excuses. Avoid this company at all costs unless you like hidden costs, being on hold for hours, never ending issues and poor customer service I will never use TUI again and will ensure nobody I know does either.”

Helpful Report

Posted 3 years ago

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

TUI UK NewsRoom Reviews