TUI Reviews 

First time I have holidayed with TUI and have been impressed with everything to do with the organisation of the trip so far. Looking forward to seeing how the flight and everything to do with the holiday turns out.

Real people in stores. Treat customers with respect amd listens to what is requested

Extremely disappointing customer service – TUI refused to take responsibility for an online booking issue

I am extremely disappointed with the way TUI has handled my booking.

I had a holiday booked for 23 October 2026, which I had already paid around £1,900 for. I went onto TUI’s website myself to amend the holiday because I needed to move it to 16 October 2026.

I completed the amendment online intending to change the holiday from 23 October to 16 October. However, when I received my confirmation from TUI, the booking had been changed to 2 October 2026 – a date I did not intend to select and a date I cannot travel because of my daughter’s school commitments.

I contacted TUI immediately to try to resolve what had happened. Rather than investigating the issue and correcting the booking, I was told that if I wanted to travel on the date I had actually intended – 16 October – I would have to pay an additional £1,795.

What I find particularly frustrating is that when I challenged this, TUI’s response was essentially that they couldn’t prove that I didn’t click 2 October.

But I can’t prove what happened behind the scenes on TUI’s website either. I know what date I intended to select and what amendment I was trying to make. The fact that TUI’s system now shows 2 October does not explain how that happened.

I asked for the matter to be escalated to a manager and for the online amendment to be properly investigated. Instead, I have been left in the position of either having a holiday on a date I cannot use or paying almost another £1,800 to move it to the date I originally intended.

I have also received a PayPal authorisation for £1,906.26 connected to the TUI booking, making the whole situation even more stressful.

I have used TUI expecting a large holiday company to have systems in place to deal fairly with problems involving online bookings. Unfortunately, my experience has been that once the system shows a date, the responsibility is being pushed back onto the customer, even when the customer immediately reports that the booking does not reflect what they intended to select.

For a company of TUI’s size, I expected considerably better customer service and a willingness to properly investigate the issue rather than simply quoting an almost £1,800 amendment charge.

I am extremely disappointed and will NEVER book with TUI again.

TUI: I am not asking for a free change because I have changed my mind. I am asking you to properly investigate an online amendment which resulted in a date I did not intend to book

It was second time went on holiday with TUI, all good and no complaints

Very good and perfect customer care. Will recommend TUI and will come back 😊

I found using the Tui App to be easy to use and I was able to complete my booking exactly as I wanted it.
I have used the app when booking previous holidays.

Very straightforward, upfront and uncomplicated

Booking a holiday is very easy through the TUI app with checklist to make sure your experience is memorable and not a disaster. You can also manage your booking by paying in instalments.

In store booking at TUI Stafford was very easy. Excellent service from Rebecca. The exact package I wanted was booked.

TUI helps me to book my flight with good advice.
Ive booked my TUI holidays for years and the flight has been very good.

We were undecided where to go on holiday next year and Bobby was fantastic in advising us of places to go and she didn't rush us and gave us lots of options on board and prices to best suit our budget.
Thank You Bobby for your expertise and patience, you're a credit to the company.

Very warm welcome and assisted on finalising our winter break. A few options were shown based on our requests and chose our favoured option flying local from Edinburgh

My experience was great girls in the shop were very helpful and would definitely go to Tui to book a holiday again

Very well organised and everything perfect.

My booking over the phone was so easy and the staff were brilliant.

Staff was very helpful and very Friendly

Nice touch charging area in seat with entertainment