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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Dear TUI Customer Relations, I am writing to formally complain about our recent holiday booked with TUI to Tenerife, where we stayed for one week at Bahia Principe Fantasia. Unfortunately, this was by far the worst vacation we have ever experienced and it fell significantly below what was promised and what can reasonably be expected from a hotel marketed as a 5-star resort. Firstly, the noise levels at the hotel were extremely high at all hours, making it almost impossible to sleep. This alone had a serious negative impact on our stay. Secondly, the food quality was very poor. Several members of our party experienced severe stomach issues, resulting in us spending large parts of the holiday unwell and confined to our rooms or bathrooms. Thirdly, the shower facilities were dangerous. On multiple occasions, the water temperature suddenly changed from hot to boiling, causing severe burns. This is completely unacceptable and poses a serious safety risk. Throughout our stay, we contacted TUI representatives several times to seek assistance and solutions. Sadly, our concerns were not taken seriously, and we felt dismissed rather than helped. No meaningful action was taken to improve our situation. Given the above issues, the holiday did not match the description or standards advertised by TUI. We believe this constitutes a significant breach of contract and of the quality expectations associated with a 5-star hotel. We therefore request appropriate compensation, including a partial or full refund of the holiday cost. We expect TUI to take this matter seriously and respond promptly. We look forward to your reply and a fair resolution.
TUI nor RIU groups want to accept responsibility for the fact this is happening they deny all knowledge they want commumicate sadly it's taken 2 deaths and over 2000 ex customers to persue legal action against them and still they refuse to enter any dialogue making so many excuses denying there legal obligations they are misrepresentation of hotels and facilities they are disgraceful don't go to cape Verde and don't use these companies they only want you money then they don't care don't make the mistake thousands have
Their system did not work for online… Their system did not work for online checkin , so we have to pay at airport, they said we would easy get a refund , we have tried to fill in form , but that does not work , we have written to local tui office they asked us to send hours to drive into their office to fill in a form , i am not going to spend 2-3 hours my time to drive to them .. well i am going to fill on bad reviews every day on every platform i can find untill some one deals with this .. it is not the money this i a principle about big companies giving us a run around, this is their fault sort it .. if tui is listening , my flight ref is H88ZGZ, date of fliught 6 nov 2025, my surname o'connor
Absolutely disgusting people. Paid deposit £150 and also first payment of nearly £300. Due to finding out my dad only has 6/9 months left to live we have decided to cancel the holiday in May 2026. Tui websites states if I canceled I would lose my deposit which is fair enough but the other payment would be refunded as I'm not going till May 2026. Now these scum are stating there not refunding. As my first payment is a deposit which is aload of b/s. So now having to go through the court side to claim it back with compensation. I could understand if I had canceld 3 months before the holiday but it was August. Staff dont even speak English on the phone and don't understand what you are saying its a joke. This company is scum
They rescheduled our flight for almost 3 hours EARLIER. We were at the airport early, less than 5 minutes after check-in at the rescheduled flight closed and still, they refused to let us check in. We had to book a later flight and got no compensation. My mother had got a message about it but was traveling the same day from a different city. In their message it only said the booking number - which was exactly the same as hers except for ONE number. The text did not mention the departure city. This meant we had to pay 800€ more for a new flight and left my mother in tears, On our way back they planned a stopover in Grand Canaria. Costumer Service refused to respond to any of these very important questions: • Are we going to change planes or are you just stopping to load on more passengers? • Do we have to check out our bags and check them in again? • When does the plane leave from Grand Canaria? Costumer service refused to tell us anything for HOURS and we didn’t even get the information before we boarded the first plane. They were also incredibly rude. The hotel was okay and the staff we met irl was friendly and helpful. But the lack of clear communication and information compared with the utterly useless and infuriating costumer service made this the most stressful travel experience I’ve ever had. I DO NOT recommend TUI at all.
We were due to fly from palma to belfast at 11am. Coach picked us up at 8.15 but was a bit latevdue to a queu of other coaches. We didn’t arrive until 9.45am. Palma is a huge airport we had to rush around it trying to find the check in . Security was crazy 3 passprt security checks to get into boardinggate. Took us nearly an hour. And my husband lost his boarding pass in the rush. Had no time to get any refreshments . There were other travelers on the coach but they had later flying times. Coach should have picked us up sooner. Very harassed . Also because of all this it delayed the flight.
We were due to go on holiday to Tenerife on 29/05/25 for three weeks to the Garajoney Apartments, TWO DAYS before our departure Tui sent us an email informing us that the apartments were getting building work done and would not be open in time for our holiday. They then booked us into other accommodation without consulting us, this accommodation was not suitable for us as it was on a steep hill in another location and my partner has had a double knee replacement so definitely was not suitable for him, we are very disappointed with Tui and the lack on understanding from them as they told us there was nothing else they could offer us so we had no option but cancel our booking.We I spoke with one of the customer service representatives he said you got a full refund and that they had lost out too as they had to refund us !!!! Really Tui.
From Amsterdam to Budspest, like the good ship murder ! We hit a bridge and ripped the top of wheel houses off and all the wires , had to keep pulling in to get it fixed , so missed 3 ports and excursions . Roasted alive due to no Air con , offered 20 % refund but that’s really not enough . Tui not very quick at settling . They lied to us too on the ship .
We booked our recent stay at the Royalton Riviera Cancun, through Tui. We encountered numerous issues, including: • Unclean Pool: There was sickness in the pool that remained unaddressed despite our constant reports. • Bathroom Issues: A ceiling collapsed in our bathroom, causing flooding in the room. • Reception Safety Concerns: A ceiling also fell down in the reception area, with safety measures not implemented until two weeks later. The service throughout the hotel was consistently poor. Despite Tui marketing this as one of their Autograph hotels with a 5-star rating and charging a premium price, the reality did not meet these expectations. When we finally managed to speak with Omar in customer service who continually over talked us and was very rude, he also acknowledged that the service at the hotel was not up to standard. I cannot understand why Tui continues to sell this hotel and others at a premium rate when they are not deserving of it. Additionally, there were major health and safety risks in the hotel; my son cut his foot on loose and missing pool tiles. There are many other issues with this holiday and the service provided by Tui , too much to add on here. I am frustrated that Tui customer service has not adequately addressed our full complaint. We later learned that this hotel will be shut for refurbishment, yet we were not informed of this prior to our holiday. This experience has been nothing short of shocking. I strongly advise others to avoid Tui at all costs.
We flew to Thailand for three weeks, with a 3 month old baby. All good, and we had liaised with TUI prior to booking to ensure we could bring a soft foldable baby nest - this was confirmed in writing. Outbound flight was perfect. But the return flight had a British steward, who started to argue 1 hour into taxi, that it wasn’t allowed. Despite the written confirmation from TUI, he started to use inappropriate language and wanted to report us to the police. He threatened us by taken the nest, and would not calmly talk with us despite having a sleeping cabin. He went on and told us that police would be waiting when we land - giving no f’s about us having a baby and the other stewards/stewardesses disagreed with him. We had a very bad remaining flight do to this traumatic experience, and we expect an official apology. This was the rudest experience in my +500 flights all time. TUI Denmark is not responding to the complaint. The flight had TUI personel employed by TUI UK and TUI DK/Nordic. One Swedish colleague apologized on behalf of his colleague, and said we were in fact allowed as the written confirmation. The unpleasant experience was with the UK employee. Ticket with TUI customer service: 20209060
Poorly managed! They should be ashamed of the service they provide!
We filed a detailed complaint to TUI incl. detailed documentation (dated jan 29) of a terrible TUI travel experience to Thailand in January. After a long waiting time we received a useless standard reply, no apology, no acknowledgment that service could and should improve. Customer are held at arms lenght, only interacting with robots or robot-like clercks. The response we got from TUI was exactly as useless and polished as feared. We had hoped that TUI had reflected just one minute on our advice to spend equal energy on proactive helping and guiding their guests, for instance double checking transfer, as TUI spends on spamming guests with useless ads on sun-lotion. We bought a PREMIUM package including air faires and hotels, and we assumed transfer was well handled, until 18 hours before departure when we got message that we had to arrange transfer from the remote island ourselves. Zero help, zero proactivity, zero apologies. Only stupid robot replies, like the formal boiler plate response we got back. TUI may continue this 'keep-customer-at-arms-length' policy, but TUI will surely deteriorate their customer community. Torben
Tui service in Tenerife regarding my good friend Beryl Mitchel was pathetic. She forgot her bag on the Tui bus from the airport to her Hotel. Told the guide but was told the could not do and thing before monday. This is friday evening and she has no passport, cards, money and is 80 years old. Yes the bag came back on monday but Tui should be ashamed.
Tui are absolutely diabolical at customer service, taken by them to Tunisia scared to death sexually harassed and treated like pigs by the rep & staff we contacted Tui every hour for help only to be replied desperate for help was complain in uk with a link after care team. Never ever recommend this company to anyone esp Single women / grandmothers with kids. They cancelled my flight & left me knowingly I was at risk. I was then taken by taxi driver who took my money and wanted my phone. Spent £4000 extra getting no help. I’m Disabled needed medication for cancer with no help & no other flights leaving for a week. They left me at the airport after 7 days of complaining. They took our money and ran like hunting wolves. I had to use way jet to get to another airport home to uk. Use TUi at your peril. I can’t believe they’re still in business the amount of complaints I have since heard. Use other carriers they don’t want to help and tell lies to block your complaint. Your life is not worth risking or that of your family. Diabolical experience we are traumatised. Shame on you Tui.
All I can say is lie after lie. When i booked my Christmas and New Year stay at the Bahia Principe Punta Cana I specifically asked a question of the lady in store and then later or someone in head office and it was a simple one. Do you know if the hotel sells off unoccupied rooms to locals at weekends? I was told on two separate occasions that this categorically did not happen at this resort. Imagine my surprise then when the first weekend there was an influx of up to 400 locals start arriving on the Friday, I contacted TUI via the APP and they said I was not given these assurances and I was telling lies. I can assure you there is only one liar and that’s TUI who once they had your money they couldn’t give a stuff and the rep was about as useful as a chocolate fire guard. A truly shocking company to do business with and a Christmas and New year holiday ruined because of lies and greed
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.