TUI UK NewsRoom Reviews

“ I have now engaged with Tui three times on webchat (it appears impossible to move beyond their automated service on the phone) and each time I'm told the matter has been escalated and that someone will be in touch within 7 days. ”

“ Even travel agents get no better service from them. ”

“ Absolutley shocking treatment from a so called leading tour operator!!! We had to cancel our forthcoming holiday due to unforseen personal cirvumstances!TUI took a 400 cancellation fee as the holiday was paid in full!! Even tho we had paid zero deposit!! We were on holiday with Jet2 when i reveived a voicemail from TUI offering to transfer the cancellation fee to a future booking using this as a deposit!! Fantastic i was thrilled things hopefully be different in 2025!! Returned home from my Jet2 holiday only to be told the offer had expired!!! Was only valid for 24 hours!!! I was out of the country!! So never had a chance to respond!! Absolute rip off company have had numerous emails to complaints department STILL AWAITING A CALLBACK FROM A MANAGER ONE WEEK ON!!! How can you offer a goodwill gesture then WITHDRAW it without a CHANCE to respond ???? Absolute charlatans of a company total rip off!! Pay the extra 50 quid go Jet2 !!! Miles more professional and more customer friendly!! Better flight times better baggage allowance BETTER SERVICE ALL ROUND!! AVOID TUI we will in future!!! Shocking treatment ”

“ Disgusted with the service from Tui, solo female traveller, thought was using a reputable company how wrong was I! Cockroaches in the first room I beg them to move me hotel, refused, reluctantly I try another room and same again. ”

“ After speaking to customer services (not in the UK) for over an hour, being passed to different departments and receiving 'I am not sure' answers to even their procedures. ”

“ Tui's NOT ALL INCLUSIVE as IMPLIED Booked ALL INCLUSIVE holiday in Rhodes, been to the same Hotel for 15 years as Half Board, brilliant Hotel, great staff, however this year I did ALL INCLUSIVE, it was far from ALL INCLUSIVE, complained to Tui on my return to UK, in my opinion basically appalling customer service, what was included in ALL INCLUSIVE was so minimal and fragmented we ended up having to pay for our meals and drinks every day, running into an unexpected cost of about £600, Tui refused to refund ALL INCLUSIVE charge, despite it not being used, I requested they forward my complaint to the office of the CEO, my request was not simply declined but REFUSED. ”

“ Booked tui holiday for June 2022 in paphos TUI website stated all restaurants open and nightly entertainment, 3 restaurants out of 5 were closed, was no entertainment whatsoever, complained whilst away and upon return, was sent a voucher for £450, was expecting a cheque, the.voucher had to be used towards a 2023 holiday, my wife found out she had cancer in February, major operation in April. ,still having treatment, could not go away this year. Provided TUI with proof and asked for voucher extension, terrible customer service, would not help at all, ”

“ Absolutely appalling customer service. Still waiting for a refund for a holiday they cancelled! Told lie after lie on 6 different calls. They do not know what they are doing or saying! Never book with Tui! ”

“ Poor customer service, asked them to change 2 names on our booking as 1 adult and 1 child could no longer go we asked to replace these 2 passengers with the names of another adult and child we wrote everything in the chat and paid the fee to get this done , when checking to make sure everything was fine we noticed they had messed up the booking by cancelling 2 child places they added an adult passanger to a child placement left the adult on the booking that was no longer going and cancelled 1 child that was still going on the holiday, I went into the local Tui branch to be told they could not help us I had to call , phoned straight away was told it would be sorted within 72 hours as they have to follow their procedures and as a good will gesture they would try to wave any charges this would occur they were told under no circumstances would we be paying any more money as they are the ones that messed up. ”

“ 24/7 service was useless. ”