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
Really enjoyed the cruise on the marella discovery 2 ship the crew could not do enough for us the cabin stewards were really helpful and could not do enough for us the two who were our cabin stewards were lough neash and pradesh rathod our waiter's were nomen and ramos also shandra we have booked with you again for December over Xmas and the new year
After booking my holiday I checked the Danish TUI Trustpilot and was shocked at the bad reviews. I got so scared that I had made a huge mistake. Now however I am currently in Egypt and totally enjoying myself. Everything went perfect. TUI helped me with questions I had beforehand - very nice and friendly customer service. The information was clear and everything worked. I got a fantastic last-minute deal with more then 60% discount from the normal price. Plane and transfer in both directions, and a one week hotel stay were paid and I could just take my kid and luggage and go and enjoy. Everything went so smooth, we flew with a TUI plane with a Swedish crew. The flight was perfect, very beautiful. Getting the visa’s to enter Egypt upon arrival was easy and paid for by TUI in advance. The bus transfer was also easy to find and enjoyable. The hotel is more than I could wish for (Akassia Swiss Resort). I am totally loving snorkling in the house reef here. The people working here are so kind. I have really nothing bad to say, except that the ATM’s don’t work - it’s probably a good idea to bring cash to Egypt because it seems to be a common occurrence for the ATM’s to break down. If things go south on the journey home I will update - if not I can highly recommend TUI ☺️
⭐⭐⭐⭐⭐ We can’t thank Jamie-Leigh Cliff enough for helping us find our perfect honeymoon destination! From start to finish, she was absolutely amazing—so friendly, professional, and incredibly thorough in explaining every detail to us. She really took the time to understand what we were looking for, and ended up finding us our absolute dream honeymoon spot. Jamie-Leigh went above and beyond, even arranging for a special announcement to be sent out and having our room beautifully decorated—it was such a thoughtful touch that made the experience even more magical. We appreciate her immensely for all the care and effort she put into making our honeymoon so unforgettable. If you’re looking for someone who genuinely cares and will go the extra mile, Jamie-Leigh is the one!
Excellent experience this time too, thank you TUI Denmark. I highly recommend TUI Denmark. We travel frequently and regularly via TUI Denmark and we never encountered the smallest issue. The mobile app works perfectly, no glitches, and informations are delivered promptly and effectively. I never hesitate to book my travels with TUI DK. Thank you for making our travels stress free.
I visited TUI Speke retail park Liverpool. Customer service from Heather was outstanding. Heather looked for prices to meet my daughter and grandchildren budget. Heather looked at facilities to accommodate family and especially children. Highly recommend a visit to Speke to speak to TUI staff for your holiday
We always book our holiday with TUI Drakehouse Sheffield the staff are amazing, very helpful they go above and beyond to make sure you get the holiday you want at the best price . I would highly recommend TUI ❤️❤️❤️
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.