TUI Reviews: 40 Verified Reviews (1.7/5)

ReviewTerminal SummaryBased on recent reviews

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

Individual staff members occasionally provide exceptional service (e.g., Jamie-Leigh Cliff, Heather at Liverpool branch)
Smooth flight and transfer experiences when operations run as planned
Competitive pricing and package deals available

Common concerns

Systematic failure to communicate proactively during emergencies, cancellations, and flight disruptions; customers forced to chase TUI for information
Dismissive and inadequate complaint resolution with token compensation (£25-£300 vouchers) for serious issues including food poisoning, sexual assault, injuries, and property damage
Refusal to take responsibility for hotel quality misrepresentation, dangerous conditions, and health/safety risks; blame shifted to customers
Inconsistent and unfair cancellation policies with £200 fees for customer cancellations versus £25 gestures for TUI cancellations
Customer service representatives frequently unresponsive, rude, unqualified, and unable to answer basic questions; multiple contact attempts yield different answers and no follow-up
Threats and coercion used against customers (e.g., threatening to strand customers abroad, forcing compliance with unsafe travel advice)

Customers mention

customer service failurescommunication breakdowncomplaint handlinghotel quality misrepresentationcancellation policiessafety and health issueslack of compensation

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Showing 1 3-star review

Verified

Vine Vine

19 June 2025

The luggage that was transported was…

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.

Frequently asked questions about TUI

Is TUI trustworthy?

TUI is rated 1.7 out of 5 from 40 verified customer reviews on ReviewTerminal — rated Bad. 15% of customers gave 4 or 5 stars.

What is TUI's rating?

TUI has an average rating of 1.7 out of 5 based on 40 customer reviews on ReviewTerminal.

How many reviews does TUI have?

TUI has 40 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.

TUI — Review Summary

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.

TUI Reviews