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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The luggage that was transported was severely damaged upon arrival. The airline refused to compensate and shirked responsibility. After making multiple complaints, there was no resolution and the customer service attitude was extremely bad. The problem remains unresolved to this day.
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.
How is it possible to have an English version of Trustpilot, but you won’t send me an English receipt instead of Danish? Customers service told me “We’re a Danish company, that’s why we only send a Danish receipt, that’s how it is” but we all know you operate in the nordics and since we’re in 2025 I thought it would be easy to ask for an English version. What happens when someone who immigrated to Denmark buys a vacation? Poor luck they don’t speak Danish? I’m disappointed after spending this much money, I can’t even ask for a translation of the receipt. This is my first time travelling with TUI and I already understand I can’t expect much. I’m nervous
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.