TUI

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)