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.
What customers love
Common concerns
Customers mention
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.
A word of caution from experience, if you book a holiday with TUI through the nectar scheme for the points beware, I with my partner booked to go to Vietnam last November which gave us over 15000 points but because her spinal op was delayed we could risk losing it as she may not be fit enough so we postponed it until this year so it was actually cancelled but amended, but I had an email from nectar stating TUI had informed these points no longer qualify, on asking nectar they said it had been cancelled and there are no bookings pending points, I'd have to ask TUI why, which I did to which TUI deny any action to cause it and to tell nectar it's an amendment, so basically neither want to know and we have lost our, if you want the points cancel completely then book a completely new break, I will in future shop around for price instead, if you amend and they cancel to rebook it you will lose out and no help from either, they won't talk to eachother to rectify this.
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
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.