TUI delivers consistently poor customer service with widespread failures in communication, complaint handling, and duty of care, reflected in the 1.7/5 average rating with only isolated positive experiences.
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I booked a Morocco tour with TUI as a special 60th birthday present to myself. Unfortunately, five weeks before departure, I received an email informing me that the tour had been cancelled due to a lack of numbers. This was extremely disappointing in itself. While I was refunded the cost of the holiday, I was left out of pocket for additional expenses I had already paid for, including insurance, hotel accommodation, parking, and upgraded plane seats — a total loss of £290. I also have another trip booked to Luxor next March with two friends. We each paid the required £75 deposit. I contacted TUI to ask whether my booking could be amended to include an additional four days in Cairo. Sarah at the Morpeth branch told me she would look into the options and get back to me. After three days without hearing anything, I chased this up and was told it was her day off and that she would call me the following day. Another three days passed with still no response, so I called again and spoke to someone else, explaining the situation from the beginning. I was then informed that my request could not be accommodated. At that point, I decided I would cancel and arrange the trip myself instead. However, I have now been charged £200 to cancel a holiday that is still 10 months away. What I find particularly unfair is that when TUI cancels a holiday, customers receive only a £25 gesture, yet when a customer cancels, they are expected to pay £200. Overall, this experience has been very disappointing, both financially and in terms of customer service.
Tui have really gone down hill. I was willing to pay the extra price they charge as other airlines had bad reputations. I do travel alot and last November I couldn't get a package holiday with Tui so decided to give Easyjet a try and I am so glad I did. When I have been on Tui Package Holidays before, I often had conversations with other guests at the same hotel on the same package yet paying far less than we did. I used to think that was due to the fact that we were flying with a higher standard company with better customer services. How wrong I have been. Easyjet are fantastic and as previously stated far cheaper for the same holiday plus they didn't have any hidden costs unlike Tui. I was conned on one of Tui excursions as it was sold to me stating that soft drinks were included in the price of the trip. To my surprise at the end of the event, I was guven a bill for 12 euros for 4 diet cokes as apparently diet coke isn't included as a soft drink. My wife can only drink diet drinks that is why I made a point of asking if diet coke was included. It's not really about the money although rather expensive for 4 small tins it's being lied to and feeling conned. I did query the bill but was told its because diet coke was not available in large bottles so cost the tour company more to purchase. I also sent bad feedback to Tui who stated that they were sorry and would inform all relevant parties to make sure this won't happen again but they cannot refund me, what sort of customer support is that. I have already booked my next holiday and no surprise its with Easyjet. I enjoyed my last flight with them mainly because Easyjet seats do not recline which is great because as we all know there's not a lot of room so when you get a selfish individual reclining it makes your discomfort worse. Trying to eat and/or drink is much harder and definitely forget trying to do work on laptops. From now on It's EASYJET for me....
After saying at tui santa ponsa 4 star hotel in mallorca The standards weren't all inc has srared by tui Firstly on check in there claiming we booked a double room for wedding anniversary excuse me my booking clearly stated different and fact was sharing a room with my elderly father No bottled water in room or offered If you wanted bottle water you had yo pay for has extra charge Food in restaurant was always cold microwave to small to fit plates in yo reheat on speaking to tui rep in hotel her reply was reheat it Excuss me love if you went to a restaurant and food was cold would you pay bill her reply was yes Local spirts on all inc were either vodka or brandy if you wanted a cocktail extra charge or a pint of beer again extra charge all for local spirts Limited to one drink per person even with wrist band you had to hand in a token to prove all inc If you asked for a iron or ironing board or kettle all extra charge This clearly isn't a 4 star hotel And tui refuse to acknowledge this or answer my question. I reckoned people do there home work before booking this hotel because isn't 4 star at all more like a 1 star rated hotel
Food poisoning at hotel.found out on going issues with hotel going back over 3 years over the internet . reported it to rep.she didn't take note.6 of us went with TUI and all got it.spoke to another ,9 who also had it.TUI keep sending people to the same hotel Rio park Benidorm. Not long before some one dies !!!!! They only care about the money ..no duty of care
I booked my family Holiday to Salou H10 salauris palace on 25th August 2025 to fly out July 26(still to travel) the next day after making booking 26th August I called customer service Tui and spoke with a colleague arranging my direct debit plans and asked her to go over my booking to make sure everything was correct. This Colleague informed me that my package had portaventura theme park tickets included (which I wasn't aware of) and I was delighted. She informed me that these would be available to collect at reception area upon arrival.Fast forward to April 26 I made a call to Tui to ask how I receive these tickets etc do I get these on arrival as I was informed previous call as I still havnt received any information on tickets. The call advisor I spoke to was Dawood and he informed me that there was no tickets included in my package..as you can imagine I was frustrated to hear this and asked him to look into this as I was made aware that these where included. 45mins later between being on hold numerous times Dawood asked for my consent to have the call pulled and listened to which I consented to as I know what the girl informed me. I was informed to wait 72hrs for an update...72hrs had passed and still no update so I contacted tui..I was then informed my call cant be recalled as after 3months the calls are deleted. This is no fault of my own...I asked to speak to a manager..put on hold another 10mins..was told no managers available there all in a meeting. I was guaranteed a call back in 40mins (no call was received). Today 29th I received a call from Thomas (manager) who had no empathy amd just told me that tickets arnt included in my package..he said I can make sure you have a nice room view ( I have paid extra for a deluxe room) I informed him that isnt needed. He was not thankful at ALL. I called back this evening as I wanted to ask what they can do as a goodwill gesture seeing i was misinformed of this information and I was told "we cant do anything, we just have to leave holiday as it is,that I can book my tickets myself!!! I am soo upset and annoyed at the level of service I have received. This Holiday is a surprise Holiday for my sons 16th Birthday and before we even arrive i feel yous have just caused soo much annoyance and frustration. I hope this is viewed and someone can agree this is Bad Customer Service. A VERY ANGRY CUSTOMER WHO WILL NEVER BOOK WITH TUI AGAIN!!!!!
I have an ongoing complaint against Tui for gross negligence. They are refusing to communicate with me direct. Each time i contact them I get given a reference number, up to now I have 15 different numbers, which means each number given you start from scratch. Custome service is impossible to get in touch with, they respond to trustpilot but not to me. I have requested my emailes be forwarded on to the customer service depart to no avail. The response is Zero. The communication between Tui and their customers is non existant. So frustrating that will not address any personal issues Customer service is untouchable
After waiting for T.U.I LEGAL to investigate a pool accident last September 2025, amongst many other issues at THE GRAND SIRENIS HOTEL ( MEXICO) that my wife and i suffered. T.U.I. LEGAL have decided that my wife of 46 year's was to blame for nearly drowning when she burned her hands on stainless steel hand rail's as she tried to exit the QUIET POOL and fell head first backward's into the pool. Although my wife and i have never had a bad thing to say about our assigned lawyer, she does not hold back in her email when she say's that my wife was intoxicated. T.U.I'S. PATHETIC LAWYER DID NOT EVEN CONTACT A CANADIAN DOCTOR WHO WITNESSED THE FULL INCIDENT. THIS PATHETIC LAYER WAS GIVEN THE DOCTOR'S EMAIL ADDRESS AND I KNOW THAT SHE DID NOT REACH OUT TO HIM. We have been told that we will receive NO compensation, NOT EVEN THE 150 BRITISH POUNDS THAT I WAS OFFERED AND REFUSED FROM THE HOTEL BEFORE LEAVING. THE YEAR BEFORE ( SEPT 2024) WE WENT TO AKUMAL BAY BEACH AND WELLNESS RESORT, WHERE A LARGE GLASS WINDOW FELL ON TOP OF MY WIFE AND I WHILE EATING OUR BREAKFAST. GUESS HOW MUCH COMPENSATION WE RECEIVED FROM T.U.I. LEGAL ON THAT OCCASION, YES YOU GUESSED IT " NOTHING" AGAIN IT MUST HAVE BEEN OUR FAULT !!!! THE HOTEL BEFORE LEAVING
Hi all I booked a all inclusive holiday to paphos Cyprus through tui £3000 we stayed at the Olympic lagoon resort on the 4th to the 11th April 2026 we had problems with our room with sockets missing paint on the floor and door frame live wires showing lights not working and the list goes on we complained to the manager who was happy to move us to a better room then the curtains decided to operate on there own opening and closing from 3am onwards lights not working and no hot water so we complained again but stayed in that room so we complained to tui and they apologised and offered me a £150 competition this is a absolute joke so now I won’t be booking through tui anymore as the renovation are still ongoing at this moment in time I would advise anyone who maybe is thinking of booking the same hotel don’t you will be disappointed
Booked all inclusive holiday,as soon as boarded plane we was told there would be an hours delay,we flew to Lanzarote for pilot to then say we aren't aloud to land because its dark then later he said it was because of weather,so we landed in Portugal,was taken to a hotel where we was stood outside queing fir rooms,we finally got a room at midnight,no food was provided so went to the bar where we had to buy our own drinks and they didn't even have a packet of crisps to buy so by this time we had 3 very tired and hungry children! Next day everyone received a £10 voucher to spend in terminal which basically covered the price of a sandwich no drinks,when boarded plane we was again sat on runway with an hours delay again.my husband has received a reply from tui saying a proactive good will gesture has been made,i would like to know is this the 10 euros we received in the airport as weve emailed tui and they have emailed back saying there will be no compensation!! Two days holiday lost lots of stress and tired hungry children is not a good start to a holiday!
I booked a once in a lifetime trip with TUI to visit Vietnam in Feb/Mar. Whilst there the conflict broke out in the Middle East, something absolutely out of their control, however whilst stuck abroad TUI did not message me once to inform me of any cancellations didn't message at all to reassure me they were aware of or dealing with the situation. In fact when I then contacted TUI to ask what was happened and I was booked on to more Qatar flights (Which we knew were going to be cancelled) despite me being able to book my own flights which would have got me home on time. TUI refused to let me do this meaning I could only leave on flights that they had booked for me (Unless of course I wanted to be out of pocket myself). I raised concerns with TUI about the Qatar flights they booked me on to quoting the official FCDO guidance not to travel to the area and concerns that doing so would void my insurance. These concerns were met by a threat from Anna in their customer service team to leave me stranded if I didn't travel in to Qatar and contravene official advise from government, FCDO and travel insurance. A threat which made a stressful situation so much worse. Not that they cared, because of course they already had my money at that point. TUI then blatantly lied on emails, claiming to have communicated proactively and messaged me through the app (Which they didn't and I responded to them with a screenshot as evidence) and still never once communicated with me proactively, only responding to the emails I sent them and even then not actually answering questions I raised. I asked questions which they should have know the answer to. For example I was told multiple times via email they they would cover any reasonable costs whilst I was stuck in Vietnam, I asked 3 times what they considered reasonable costs and they blatantly ignored the question every time, and now I have returned home, they are refusing to pay for the additional airport parking, how is this not a reasonable cost. Additionally the flight details they sent me for Qatar meant that my flight from Qatar to Heathrow, left hours before my initial flight even arrived in Qatar, so was physically impossible for me to even get on. I could go on and on about the lies TUI have told and the ignorance I have experienced but despite emailing their many different email address, it's clear they don't care. I am now taking medication for the first time in my life thanks to TUI, and their threats and have just been met with the same poor communication an ignorance which has been typical of TUI throughout this experience. I used speak so highly of TUI, booking multiple holidays with them and planned to book more, what has changed this isn't the conflict or being stuck in Vietnam, but actually their blatant lies, ignorance and repeated emails of utter nonsense. This experience, particularly Annas threats will ensure I never give another penny to this company!
Booked an inclusive holiday through TUI that included I love meet car services and flew via easy jet. First the flight was 2hrs 45minutes late, the transfer to take me to the resort made me wait 45minutes. Thank when i landed back in the uk I ring the I love meet car services service to bring my car to the terminal and because TUI don’t give them the right day and time I’m sat there for 45minutes outside in the cold waiting like a fool for my car at 11pm. After sending any complaints and emails about this they just call me to kind of apologise and said I will get an email with an apology which is pathetic I said I wanted a full refund the car service that I had paid for and she refused then tried to blame me for their screw up. Stated I wish to take it further above her as she was utterly useless and she clearly stated would be a waste of time as I won’t get a refund. My advice do not TUI and do not use the I love meet and greet car parking service. I paid a lot of money for the holiday and paid a lot for the parking service. Unfortunately my frustration wanted me to use language of a stronger nature but they wouldn’t let post on here ( just imagine many inappropriate or appropriate words included on this) DO NOT USE TUI
I recentlyvbooked a holiday in portugal at the muthu oura praia hotel in albufiera.when we arrived we were told that all our meals would be at another hotel.we tried this but breakfast was 8.30 and we had to meet a coach trip back at our hotel.but it was impossible because after breakfast we had a long walk back and missed the coach.there was no driver available to take us back.we were also told that we had to pay a 100 £ deposit (not for sundries or facilities)usually you are only charged for what you use.no this deposit was taken fromy account and we were forced to pay it otherwise we couldnt stay at this hotel and wed lose our money on the booking.(Blackmail?)the noise from outside at night was unbearable and we just wanted to come home.we stopped travelling to the other hotel for our meals.there was no bar at the hotel we werw staying in either.its supposed to be a 4 star hotel.the tui branch never told us about these problems and when i raised my suspicions about the drawbacks of this hotel i was told that it just what people comment.i asked to be transferred to another hotel but they refused and we were forced to endure the holiday from hell curtousy of tui.at 73yrs old we deserved better.there was nothing 4 star about the hotel but the staff were great.tell your store staff to get information on the products you sell for gods sake!now im back im going to the branch to give the staff a piece of my mind because this is disgusting.once you had my money why should you bother?
TUI Jamaica Sangster Airport staff are rude disrespectful and in need of serious customer services training. Was charged excessively due to damaged hand luggage($250). Curse off my airport staff and TUI feel that this is acceptable. Have spoken to various members of the complaints team and they feel that this is acceptable
Booked holiday nearly a year in advance to Thialand to be told building and construction work was going on but would be finished by 15 December 2025 with only touch up after that date.we arrived26 December 2025 expecting maybe minor touch as told . They all ways do this leave at last minute so hard to change hotel or date of holiday because people have work commitments and was not possible in our case. Well major construction was still did continue in Hotel Khaolack Laguna Resort with two large diggers workmen banging steel form work and welding form work for a sea wall in which we were told has been completed all a lie by TUI . After coming home and completing a complaint form to them I receive a email first offer of £300 compensation but was not happy with this then another email from them offering me £320 cash paid into my bank or a compensation voucher for £480.I email them back asking about terms and conditions of the compensation holiday voucher and did not agree to anything to date so why someone at TUI think I would agree to the lower offer come on . TUI had the cheek to send out a .voucher for the amount of £300 not the second offer of £480 they the they tui tried to phone this never happens it never shows up on phone missed call. When try to talk to some one all you get is call centres abroad speak English but don't understand and cause a lot of stress it not Wright anyone has to go through a situation like this I have read reviews about there compliant department and they are wright ,very unprofessional tell lies and do not want to help.So looks like I am going down the road of arbitration and that doesn't work the legal route because they have already claimed liability by offering me compensation but getting it is another thing .So I would like to warn other if you have your holiday spoiled and try claim expect a lot email with no help they are a waste of time.
Really enjoyed the cruise on the marella discovery 2 ship the crew could not do enough for us the cabin stewards were really helpful and could not do enough for us the two who were our cabin stewards were lough neash and pradesh rathod our waiter's were nomen and ramos also shandra we have booked with you again for December over Xmas and the new year
Based on 40 verified customer reviews, TUI holds an average rating of 1.7 out of 5 — rated Bad on ReviewTerminal. 15% of customers gave 4 or 5 stars.