TUI UK NewsRoom Reviews

Name: TUI UK NewsRoom
Rating: 1.73

1.7 Rating 144 Reviews

17 %

of reviewers recommend TUI UK NewsRoom

Company Reviews

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Metrics

1.7

Based on 144 reviews

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

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TUI UK NewsRoom 1 star review on 12th August 2024

John W

TUI UK NewsRoom 1 star review on 16th December 2022

Your Mother's Kidney

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Had two disastrous holidays with TUI in the same year. The second one was a very expensive holiday to Bali. The hotel didn't understand my nut allergy and TUI did nothing to help. They refused the change me to another hotel, to give a refund so I could food elsewhere or to speak to the hotel. Nothing. I was left playing Russian roulette and pretty hungry after living on lettuce and chips (beyond disappointing for a holiday costing £3k). Eventually, after being served whole nuts hidden in a stew that was supposedly checked for me by hotel staff I had no choice but to book a flight back home at my own expense. I will NEVER travel with TUI again.”

Helpful Report

Posted 2 months ago

“Booked us into a dump of a hotel, nothing like the brochure. Dirty bedsheets, filthy carpets torn and chipped furniture, I could not even sit down in the room it was that bad. Guess what...Its my problem according to TUI.”

Helpful Report

Posted 3 months ago

“Tui are an absolutely joke. Their complaints procedure is dedicated to making it as hard as possible for paying customers to make a official complaint. Tui advertise 6 restaurants at their hotel when you get there only one open. Complain and nobody give a dam. The worst is that they put a sign up at the closed restaurants saying that it is is in the customers best interest that they close the restaurants. Tui only do anything thing for their own best interest and not in the interest of their customers such as a cashless plane, again how does that benefit paying customers, only Tui.”

Helpful Report

Posted 6 months ago

“We booked a flight with Tui Airways to return home from Mallorca- the flight itself was fine but it was delayed and, as a result, we incurred a small additional travel cost. On return, I emailed Tui and asked that they agreed- so far, so good! Their email said they would send another communication with a link to provide payment details to receive the refund but, 10 days later, nothing had arrived. 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. Each time, this has not happened. I have now had enough of chasing so have decided to leave a review instead- the amount of money involved is trivial but the service is appalling and the responses plainly dishonest when clearly no follow up activity is taking place - I will certainly be avoiding using them again.”

Helpful Report

Posted 8 months ago

“Tui sold us our paradise holiday for the fives beach resort playa del carman Mexico villa wasn’t the cleanest under stocked on arrival not enough towels room dirty lots of flies after day three we looked in the oven only to find hundreds of maggots flies lava vile smell propa crawling maggots like a fisherman’s box still struggling to eat and tui were not helpful at all and we still await reply’s after being home a week.think twice booking with tui.”

Helpful Report

Posted 8 months ago

“Booked 8 days in Zante with a departure time of 06.25. The day we paid our balance we was told our flight had been changed to 15.25. We had booked this holiday on the basis of the flight time. So we had lost half a day in the 5 star all inclusive hotel we had chosen. To there credit after 2 long phone calls they refunded £400. But I would of preferred the holiday I had booked. The day we arrived, so the airport our flight was delayed by 2 hours. We got on the plane waiting 1 hour for a slot to leave to be told we could not leave as zante airport closes at 22.00 and they would not make it. It took a further 90 minutes to get steps to the plane to get us off then a 2 hour wait in the airport to organise a hotel and transport. The food supplied at the hotel was not edible. In the morning we was to be picked up at 5.30 bus came at 6.30. No one in the hotel offered us breakfast or even a drink. We finally left for zante at 9.30. So everyone missed one day. After returning we have put a claim form into tui who have replied due to extreme circumstance they are not obliged to give any compensation. So we paid for a night in an all inclusive hotel that we never used and tui think it is OK to keep our money. I have put a complaint in to ABTA and will employ a private claim agent to deal with this. It's not about getting money back it's that tui think it's OK to change your holiday, delay you and not be responsible for it. The only way to make these companies listen is by not putting your hard earned money with them. They don't care about complaints, feelings, the fact you have saved all year for a week in the sun. Please book independently and get rid of the rip off package holidays.”

Helpful Report

Posted 9 months ago

“This company is complicit in defrauding their customers of their rightful refunds following delayed flights. Ours was delayed for 7 hours. They know who is due a refund, whether by them or their third party flight provider, so why do they not simply pay out? Why do we have to apply for what is ours? Instead they withhold the information needed to apply, block access to forms and reject emails. Even travel agents get no better service from them. ABTA needs to address the abysmal service these companies are meting out.”

Helpful Report

Posted 9 months ago

“If you book with TUI then fly with TUI don’t let them put you on a flight with sun express because we did and had a delay over 3 hours. We applied for compensation but TUI refused because we flew with sun express and told us to contact them. We did contact them and they would not give any explanation for the delay and totally refused any compensation claim. We will not use TUI again totally disgusted that TUI put us on that flight but just passed the buck when contacted about long delay. SO DONT BE FOOLED DONT FLY WITH SUN EXPRESS A TURKIS/GERMAN AIRLINE.”

Helpful Report

Posted 9 months ago

“The WORSE travel company to EVER EXIST!!!!!! One staff's word is worth nothing. If you speak to 5 different call handlers, you will be told 5 different confusing information on the same subject. They do this on purpose to cause confusion, hurt and frustration. Cold hearted thieves, morally bankrupt and bloody liars. NEVER AGAIN IN MILLIONS YEARS!!!! Some companies should never exist on this earth and TUI is one of them. I hate this company with every fiber of my being and wish nothing but the worse for them!!!”

Helpful Report

Posted 9 months ago

“Totally disgusting company who do not care about their customers one bit just the money. Ruined my yearly holiday and will not help us afterwards as they do no simply care. Do not use them ever!”

Helpful Report

Posted 9 months ago

“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”

Helpful Report

Posted 10 months ago

“Why do tui still adverise the punta prima resort menorca as a 5 star holiday experience when its clearly not and has had the same terribly inferior catering for the past 5 years at least. Although there are some satisfactory aspects this feels like the paying customer has been conned.this place is no more than a 3 star hotel complex.”

Helpful Report

Posted 10 months ago

“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. Resulting in me not sleeping for 3 days booking a flight home at cost to myself to then be insulted with offer of £75 voucher I will never ever use Tui again disgusting company to use. I had booked many times before never requiring assistance and the one time I do whilst solo they are not interested”

Helpful Report

Posted 10 months ago

“Absolutely horrendous company who have absolutely no interest in you. We had our money and bag and jewellery stolen so there began our problem. Our Ins cover some of it so we stupidly phoned Tui for copy receipts. We phoned Tui and were left for ten mins before they condescended to speak to us. The after care dept had never heard of the ombudsman to supply their name for them to assist us! Tui were asked to supply a copy of the money exchange transaction. The response was uncanny.... "Oh, Oh, not very likely, that was actually a month ago. So you don't keep records after a month then? "Actually, no....not usually said the girl nonchantly" Beyond my comprehension, beyond belief. They eventually had an Easter Egg hunt to find the receipt and I went in to collect ... the receipt was incorrectly dated. This after I explicitly told staff the transaction date was necessary for the insurance company. I phoned again. I should have walked in, it would be quicker. I waited for 4 hours for them to call me back (the Manager Aaron at Carrdiff Queen Street promised he would!!) No return call. I had to re phone them. Aaron then said they would email details.....another 4 hours later still waiting!!!!!!!!!!!!!!!!!!!!!! The other money receipt came from Hays, who found it within seconds, printed it off for me to pick up the following day, and all went swimmingly, and my, my, Tui you are clearly in trouble if this is the best you can do as Hays so, so, totally outshine you. Perhaps they could arrange training for you.”

Helpful Report

Posted 10 months ago

“Good luck id never ever book with tui in fact id advise people to book else where they changed my hotel for one that wasnt suitable i then booked a hotel opposite bare in mind the hotel was the same company had to pay extra alot more tui gave a excuse that the hotel wasnt available knowing because of the kids ud pay extra had to cancel and lost 2k when there was a deal on no deposit but behold they took 2k saying it was a deposit but still cant get my money back robbing company be very aware had a phone call saying they will resolve the issue but never heard back off them shame full company”

Helpful Report

Posted 10 months ago

“Changed flight time to Lanzarote from early morning to late afternoon resulting in us arriving late in the evening and missing a night and a meal in the hotel. Customer Services not helpful only offering a different destination. First and last time using TUI. Do not use this company as I now realise they have a habit of disappointing customers.”

Helpful Report

Posted 11 months ago

“I booked a package holiday with tui with a 7am flight fo only 3days no with no notification tui decide to change my flight to 2pm il now lose most of day 1.as by the time i get ther it will be around 7pm they give poor excuses . AND DO CARE ABOUTS COSTUMERS just pound notes please be aware when you book a holiday and flights with tui dont expect the to honour the deal you book..NEVER AGAIN WILL I FLY WITH THIS COWBOY OUTS FIT AGAIN.WORST THAN RYAN AIR....DON'T GET THESE PROBLEMS WITH OTHER AIRLINES...JET 2 IS THE FUTURE.”

Helpful Report

Posted 1 year ago

“Could be the worst company I’ve ever had the misfortune of dealing in my whole life. Don’t put yourself through the stress. It’s only 1 star because it wouldn’t let me post with 0.”

Helpful Report

Posted 1 year ago

“Booked a holiday, suddenly had the flights cancelled and given an alternative airport 150 miles away..(at my own expense) not a suitable alternative. 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... if I had flown out even 1 day later, the 'cheapest' amount they had managed to increase my holiday was £500. Even though they are cancelling, my discount at the time of booking was taken away, they were not transparent & upfront that I had to pay for alternative flights they said I would use. They made the standard room I booked not available and instead told me I had to upgrade even though I was leaving 1 day after. It was either pay this money, find another holiday or cancel. A 10% incentive is nothing when all they are doing is increasing your costs. There was NO compensation given for the inconvenience & time they have caused me, especially when I had already paid for insurance & planned travel etc... I even spent time & money on taking a trip to the local TUI shop to look at alternative holidays and was told they cannot help me as they cannot change my previous booking. I cancelled the holiday and was told it can take 7-14 days for the refund.. they were quick enough to take it but are not so good at giving it back. So in a rush to have a holiday during my time booked off at work, I have now booked with another company which is more supportive of solo travelers and with a hotel up the road from the one booked + an excursion + room upgrade, it was cheaper than TUI. Myself & my elderly father also had a summer 2023 holiday with TUI and unfortunately that holiday did not live up to expectations either. Even something basic like trying to get a question answered was impossible, a rude rep & a 24/7 service that was not there to help (which was reported to TUI but we never heard back). I would personally not recommend TUI they used to be a very good trusted brand by myself & my family but I have seen a massive decline. After this experience I will not be booking with them again.”

Helpful Report

Posted 1 year ago

“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,”

Helpful Report

Posted 1 year ago

TUI UK NewsRoom is rated 1.7 based on 144 reviews