TUI Reviews 

No words. Disgraceful. Never ever again.

From arriving at the airport, to a massively miss-sold hotel, and returning to deal with TUI “customer service” has been nothing short of a nightmare.

As someone else has stated it’s a shame zero stars isn’t available as that is exactly what they deserve.
It has been implied that I am making up things I have evidence of, I have been told images could not be accepted because I could have altered them, I have been told no maintenance reports or issues were raised in resort, which they were, I have now been told that the maintenance reports have been received and issues were resolved which is untrue, I was told I could send images of the things I reported, then told they weren’t all received and now magically they seem to have appeared.
I asked for the maintenance reports to be read to me and the advisor couldn’t, due to the fact he had made it up and hadn’t actually seen them!!

The fact that the children’s equipment in the resort is extremely unsafe and many other issues I reported with the resort seem to be getting glossed over.

No one from TUI cares. The customer service I have experienced has been nothing short of shocking, from implying I am a liar to being told absolutely lies it has been a joke!
I will never book a holiday with TUI again.

I am to travel in 16 weeks time and booked on the 28th May to hp to Jamaica on Christmas Day after going through a mental breakdown, My Husband recovering from prosatate cancer, a cardic arrest and 2 collapsed lungs and supporting my daughter from trying to commit suicide so yes this holiday was so needed!!

Aa my life goes paid £580 deposit and this week we have been informed my husbands mother has pancreatic cancer to far gone no treatment and not long. The palliative care nurses are now involved to help with her and its very distressing to be seeing this.

We would like to spend the last christmas with my husbands Mum and Tui are so mean and unkind will not give us back our deposit!

This company has no heart shows no compassion so be careful when booking with this company!

Customer service team tried but the department who has the final say will not budge so hope life Never gives them a rough time!

Even sent 2 emails to the CEO and has not even had the decency to acknowledge my email so that alone speaks for itself!!

🚢 My Recent Holiday Experience on TUI Isla 🤮
We left the TUI Isla on Monday, and it was without a doubt the single most disgraceful, pathetic excuse for a holiday I have ever experienced. 🤬 TUI knew full well about the severe low water levels long before we stepped foot on that boat, yet they shamelessly fed us a systematic string of blatant lies over the phone. 📞💥 They lied about sailing through the Iron Gates, they lied about the ship being in Vennia, and they lied when they promised every technical issue had been resolved. 🚫 Every single promise was a total deception. ❌
The actual conditions on board were beyond appalling. 🤢 The atrium stank like an open sewer, the bar area was a soaked hazard with waterlogged carpets 🌊🛋️, and the AC was completely useless—struggling like an asthmatic cow 🐮💨 while blowing dead, stifling air. Rather than fixing the problem, management crammed massive industrial fans into public areas, doing nothing more than blasting heat, humidity, and foul smells directly into our faces. 🌬️🔥
The moment we arrived, the nightmare started: 🚌 we were immediately dumped onto a miserable two-hour bus haul to Melk, where we were left trapped and stationary for three whole days. ⚓ We were forced to keep our cabin curtains clamped shut the entire time 🖼️❌ because we were jammed nose-to-nose against the Maya, obliterating the scenic views we spent our hard-earned money to see. 💸 There was no real river cruising. Instead, we were treated like livestock—herded on and off buses for every single trip, while the actual vessel barely moved. 🦺 Over the entire week, we got maybe 12 miserable hours of actual sailing, almost all of it buried in the dead of night. 🌙 This wasn't a luxury river cruise; it was an exhausting, overpriced bus tour attached to a broken, foul-smelling floating hotel. 🏨💔
The absolute only people deserving of respect are the hardworking onboard crew. 👏⭐ They worked themselves to the bone trying to keep 55 furious passengers sane while taking the heat for corporate's catastrophic failure.
I have traveled with TUI River Cruises in the past and thoroughly enjoyed it, but this trip exposed an intolerable level of deceit and total contempt for paying customers. ⚠️ TUI cannot control the water levels, but they are 100% responsible for lying to our faces just to secure our money. 🚨 If you have a booking coming up, cancel it immediately. 🛑 The water levels are not getting better, and unless you enjoy getting scammed into paying top dollar for endless bus rides, zero scenery, and a filthy, malfunctioning boat, get your money back while you still can. 💸🏃‍♂️

I booked a hotel room advertised as sea view with balcony. Photo on the website showed a lovely blue sea view from balcony.
What I was allocated by the hotel was a ground floor far wing room with garden view. Complete miss sell.

I complained to TUI but they did literally nothing to compensate.
Horrible company.

These holiday company’s are ripping everyone off. When I priced their holidays to book the hotel and flights myself it was working out around 2.5 thousand pounds cheaper , so will be doing that myself from now on save myself from being ripped off

Return flight from Madeira was cancelled. TUI Rep at the airport said they were about to run out of hotel rooms and we should make our own arrangements, keep receipts and claim when home. We did this (back in the same hotel we checked out of) and TUI refused to pay for anything but food. Customer services insist on phoning so you don't have a record of what they tell you. They even said "didn't you get anything in writing from the Rep at the airport". I made a Subject Access Request to get the transcripts and phone recordings, complained to ABTA (waste of time). The moral of the story is: don't trust what TUI Reps tell you and make sure you have good holiday insurance cover (Aviva are excellent).

My partner and I stayed at the Atlantica Grand Mediterraneo Resort in Corfu. Up until the final part of our holiday, we had a lovely experience.

Unfortunately, our holiday was overshadowed when our Sony headphones and Apple AirPods went missing. Initially, we believed we had simply misplaced them. However, after using the tracking features, the location showed them inside a staff-only building that guests do not have access to. We took screenshots of the tracking information as evidence and shared these with the hotel management.

The hotel suggested that the headphones may have become caught up in the bed linen during laundry. However, we do not believe this explanation fits the circumstances, as the headphones had been kept in our bag and had not been left on the bed.

The hotel manager was polite and apologetic and took us to the staff building to look for the items, but the situation was extremely uncomfortable. Despite the tracking evidence, we left feeling that our concerns were not taken as seriously as we had hoped. As a younger couple, we also felt our concerns were dismissed rather than properly investigated.

Following our return, TUI offered us £150 in compensation. While we appreciate that a gesture was made, we remain very disappointed with how the matter was handled. The incident significantly affected the remainder of our holiday, as we no longer felt comfortable leaving our belongings unattended and spent the rest of the trip worrying about our possessions.

We have since contacted TUI customer services in the hope of receiving a meaningful response and an appropriate resolution, including compensation that reflects the impact this incident had on our holiday. Unfortunately, we have only received generic responses and have been left feeling that there is little interest in properly addressing what happened.

We are sharing our experience so that others are aware and can make informed decisions. This review reflects our personal experience and the events as we experienced them. Unfortunately, this incident has left us with little confidence in booking with TUI again, and we will not be choosing them for future holidays.

I had a negative experience. I paid a deposit that was not refunded after the trip was cancelled.

Georgia made the booking of our flights very easy. She was very professional, provided a number of options and found a great deal for us. Would definitely ask for her assistance in the future.
Mr K M Jones

Morning Ocean Riviera Paradise and TUI,

The Experience we received from the Management From(Guest Experience) Was Unexceptionable,

My Wife and I Mrs Elizabeth Fair Mr David Fair
Stayed at Ocean Riviera Paradise In Mexico For 14 Days This Will Be The (Seventh) 7 Time In Mexico We booked a Show (Mayan Dinner Show) For the Saturday 13th June and it was Extra Payment British Pounds £66.00 Pounds

The Show was not up to standards just average men and women jumping and running around like stupid?

Food was very very poor below standards my wife managed to eat most of it but she thought the Shrimps were rather off and didn’t taste good!!!!

Myself Just Looked at it and said No way I am eating this I picked up the Shrimps And Smelled them and try to put a small bit In my Mouth but was ready to be sick and put the Shrimps Dinner Plate to won side of the table for the Waiter and after that I did not eat anything from the (Mayan Dinner Show).

Then we left early because it was just not up to standards the FOOD The SHOW and the Total EXPERIENCE then Later that Night Sunday 14th June maybe around 2am In the Morning my wife Elizabeth was Sick up at toilet being Sick coming from both ends terrible experience, to have to deal with this continue for several days,

Sunday 14th Monday 15th Tuesday 16th and Wednesday 17th June the Day We Were Going back to Scotland What a terrible experience.

Now this Part is the Unprofessional of the MANAGEMENT (GUEST EXPERIENCE)

I David Went and Made an Appointment to Speak to the Guest Experience on the Saturday 14th at 4pm and explained everything to them they said to me have you got Insurance and have you seen a Doctor the Reason they ask you this is because if you contact a Doctor the Doctor comes out to the resort to see you then the Doctor Phones the Ambulance Service to attend the Resort then the Ambulance Service takes you to Hospital.
Then at Hospital they ask for you Credit Card For Payment For The Service You Have Experience From the Doctor and Ambulance Service Approximately In the Sum of £Thousands Of Pounds!!!!

I must mention the (GUEST EXPERIENCE) Told Me the they would speak to the Restaurant Manager. And make an Appointment to speak to myself on the Saturday Night Sunday Night at 8pm they said they would Phone Me or Text Me The Management From (GUEST EXPERIENCE) NEVER CONTACTED MYSELF Not even a courtesy Phone Call or Text They (MANAGEMENT GUEST EXPERIENCE) Do Not Care and Have Zero People Skills, And are only Interested In People who Upgrade to Privilege, Total Disgrace to Represent the Mexico Resort Hotel Ocean Riviera Paradise

I look forward to your response

Kind Regards
Mr David Fair Mrs Elizabeth Fair

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Had to cancel holiday over 90 days to go 😢 apparently now tui flex only covers amendments. Who knew!!
TUI want to reply but I just can’t hear it again. We paid £100 as what we thought was an initial deposit. Then we made 2 payments of £800 and things changed and we can’t go. Thought the deposit was £100. Nah £100 plus 200 pp. read the small print real well as this cost me £900 all in. Greedy.

Very bad company. Customer service staff are very rude. When they can’t answer your query they just put the phone down. They have hidden fees. While booking on their website, it clearly stated that 10KG hand bag is included in the price. When I travelled I had to pay for the handbag. Called customer service when I came back and I did not get anywhere with their rude staff. Don’t ever book with TUI

I’d like to say a big thank you to Imogen at the TUI Long Row branch in Nottingham. She was incredibly polite, friendly and professional throughout the whole booking process. Nothing was too much trouble, and she took the time to answer all of our questions and help us find the perfect holiday.

Her knowledge, patience and excellent customer service made the experience easy and enjoyable from start to finish. Imogen is a real credit to TUI, and I wouldn’t hesitate to recommend both her and the Long Row branch Nottingham

I booked a Morocco tour with TUI as a special 60th birthday present to myself. Unfortunately, five weeks before departure, I received an email informing me that the tour had been cancelled due to a lack of numbers. This was extremely disappointing in itself.

While I was refunded the cost of the holiday, I was left out of pocket for additional expenses I had already paid for, including insurance, hotel accommodation, parking, and upgraded plane seats — a total loss of £290.

I also have another trip booked to Luxor next March with two friends. We each paid the required £75 deposit. I contacted TUI to ask whether my booking could be amended to include an additional four days in Cairo. Sarah at the Morpeth branch told me she would look into the options and get back to me. After three days without hearing anything, I chased this up and was told it was her day off and that she would call me the following day. Another three days passed with still no response, so I called again and spoke to someone else, explaining the situation from the beginning. I was then informed that my request could not be accommodated.

At that point, I decided I would cancel and arrange the trip myself instead. However, I have now been charged £200 to cancel a holiday that is still 10 months away.

What I find particularly unfair is that when TUI cancels a holiday, customers receive only a £25 gesture, yet when a customer cancels, they are expected to pay £200. Overall, this experience has been very disappointing, both financially and in terms of customer service.

Tui have really gone down hill. I was willing to pay the extra price they charge as other airlines had bad reputations. I do travel alot and last November I couldn't get a package holiday with Tui so decided to give Easyjet a try and I am so glad I did. When I have been on Tui Package Holidays before, I often had conversations with other guests at the same hotel on the same package yet paying far less than we did. I used to think that was due to the fact that we were flying with a higher standard company with better customer services. How wrong I have been. Easyjet are fantastic and as previously stated far cheaper for the same holiday plus they didn't have any hidden costs unlike Tui. I was conned on one of Tui excursions as it was sold to me stating that soft drinks were included in the price of the trip. To my surprise at the end of the event, I was guven a bill for 12 euros for 4 diet cokes as apparently diet coke isn't included as a soft drink. My wife can only drink diet drinks that is why I made a point of asking if diet coke was included. It's not really about the money although rather expensive for 4 small tins it's being lied to and feeling conned. I did query the bill but was told its because diet coke was not available in large bottles so cost the tour company more to purchase. I also sent bad feedback to Tui who stated that they were sorry and would inform all relevant parties to make sure this won't happen again but they cannot refund me, what sort of customer support is that. I have already booked my next holiday and no surprise its with Easyjet. I enjoyed my last flight with them mainly because Easyjet seats do not recline which is great because as we all know there's not a lot of room so when you get a selfish individual reclining it makes your discomfort worse. Trying to eat and/or drink is much harder and definitely forget trying to do work on laptops.

From now on It's EASYJET for me....

After saying at tui santa ponsa 4 star hotel in mallorca
The standards weren't all inc has srared by tui
Firstly on check in there claiming we booked a double room for wedding anniversary excuse me my booking clearly stated different and fact was sharing a room with my elderly father
No bottled water in room or offered
If you wanted bottle water you had yo pay for has extra charge
Food in restaurant was always cold microwave to small to fit plates in yo reheat on speaking to tui rep in hotel her reply was reheat it
Excuss me love if you went to a restaurant and food was cold would you pay bill her reply was yes
Local spirts on all inc were either vodka or brandy if you wanted a cocktail extra charge or a pint of beer again extra charge all for local spirts
Limited to one drink per person even with wrist band you had to hand in a token to prove all inc
If you asked for a iron or ironing board or kettle all extra charge
This clearly isn't a 4 star hotel
And tui refuse to acknowledge this or answer my question. I reckoned people do there home work before booking this hotel because isn't 4 star at all more like a 1 star rated hotel

Food poisoning at hotel.found out on going issues with hotel going back over 3 years over the internet . reported it to rep.she didn't take note.6 of us went with TUI and all got it.spoke to another ,9 who also had it.TUI keep sending people to the same hotel Rio park Benidorm. Not long before some one dies !!!!! They only care about the money ..no duty of care

I booked my family Holiday to Salou H10 salauris palace on 25th August 2025 to fly out July 26(still to travel) the next day after making booking 26th August I called customer service Tui and spoke with a colleague arranging my direct debit plans and asked her to go over my booking to make sure everything was correct. This Colleague informed me that my package had portaventura theme park tickets included (which I wasn't aware of) and I was delighted. She informed me that these would be available to collect at reception area upon arrival.Fast forward to April 26 I made a call to Tui to ask how I receive these tickets etc do I get these on arrival as I was informed previous call as I still havnt received any information on tickets. The call advisor I spoke to was Dawood and he informed me that there was no tickets included in my package..as you can imagine I was frustrated to hear this and asked him to look into this as I was made aware that these where included. 45mins later between being on hold numerous times Dawood asked for my consent to have the call pulled and listened to which I consented to as I know what the girl informed me. I was informed to wait 72hrs for an update...72hrs had passed and still no update so I contacted tui..I was then informed my call cant be recalled as after 3months the calls are deleted. This is no fault of my own...I asked to speak to a manager..put on hold another 10mins..was told no managers available there all in a meeting. I was guaranteed a call back in 40mins (no call was received). Today 29th I received a call from Thomas (manager) who had no empathy amd just told me that tickets arnt included in my package..he said I can make sure you have a nice room view ( I have paid extra for a deluxe room) I informed him that isnt needed. He was not thankful at ALL. I called back this evening as I wanted to ask what they can do as a goodwill gesture seeing i was misinformed of this information and I was told "we cant do anything, we just have to leave holiday as it is,that I can book my tickets myself!!! I am soo upset and annoyed at the level of service I have received. This Holiday is a surprise Holiday for my sons 16th Birthday and before we even arrive i feel yous have just caused soo much annoyance and frustration. I hope this is viewed and someone can agree this is Bad Customer Service. A VERY ANGRY CUSTOMER WHO WILL NEVER BOOK WITH TUI AGAIN!!!!!

I have an ongoing complaint against Tui for gross negligence.
They are refusing to communicate with me direct.
Each time i contact them I get given a reference number, up to now I have 15 different numbers, which means each number given you start from scratch.
Custome service is impossible to get in touch with, they respond to trustpilot but not to me.
I have requested my emailes be forwarded on to the customer service depart to no avail.
The response is Zero.
The communication between Tui and their customers is non existant.
So frustrating that will not address any personal issues
Customer service is untouchable