Tuiholidays 

Stayed in magic crystal park Benidorm breakfast was cold evening meal under cooked only eat once for breakfast and once for evening meal was there for seven nights only eat twice the time we were there always went out to eat got to room with 13 year old grandson to find two double beds pushed together for us all to sleep in grandson could not use water park as they said he was to old there was one eletric plug socket in room for your kettle and tv so we could not even have a hot drink in the room and all staff at this hotel was rude when ringing tui and putting in a complaint after paying 2450 for this holiday with was my grandson first ever experience and I should imagine from is experience was a bad one they tried to offer me 250 pounds back I told them no chance and I would never book with them again as this place needs a big revamp and there were many of other people at the time we were there had all the same problems that wasn’t being sorted out
And I swear I will never book with Tui ever again the company doesn’t seem very customer focused I think it’s all about profit and not people’s enjoyment when travelling with them

My husband flew to Jamaica for a week and unfortunately, while he was there, the island was hit by Hurricane Melissa — something that was obviously out of anyone’s control. 

My complaint is about how TUI treated us throughout the entire emergency. Their lack of communication, care, and basic human decency has been nothing short of appalling.

They are now finally flying my husband back tomorrow, November 4th, into Gatwick and gave him a few hours notice that he would be on a flight out of Montego Bay knowing full well he was stuck in Kingston 4 hours away with no transport. He originally flew out of Birmingham and was due back 1 week before. I know they can’t control Hurricanes but they can control their level communication and care.

TUI has told him that he’ll need to make his own way from Gatwick back to Birmingham at his own cost.

When I called to question this, the agent calmly told me that because my husband booked a flight only and not a package, TUI is “not legally obliged” to get him home to Birmingham. I replied that perhaps it’s not about what they are legally obliged to do, but what they should do, morally, ethically, as a duty of care to a customer they abandoned for days in a foreign country after a natural disaster. The response was silence.

They left my husband stranded in Jamaica, refused to communicate with me (quoting date to protection to me ... his wife! and me having lost contact with him for 24 hours when he was unreachable) each agent told me something different 

I tried daily to speak to someone ... one day in particular, I rang TUI five separate times and spoke to five different agents. Every single one refused to help me or give me any information about my husband even though I am his wife, his next of kin, and his listed emergency contact for any and all situations. Again, the agents all told me that because of “data protection.” they wouldn't share any information with me. Really? Given the circumstances ... not one showed me any compassion whatsoever. Each of them also gave me the exact same “emergency helpline” number to call again. Again when I rang it, the message said the number was not in use. Five different agents gave me the same useless number. Eventually, when I finally got through to someone on a different line, they admitted they were aware there was a problem with that number. So during a Category 5 hurricane, TUI knowingly gave out a dead emergency contact number. How incompetent is that? To make matters worse, the so-called emergency helpline wasn’t even 24/7,  it was open for barely longer than normal office hours.

For the last 12 years, I have booked all my holidays with TUI. Until this incident, I would have said I’d never travel with anyone else. After this, I will never book with you again. I fully understand they can’t control a hurricane, and of course safety comes first. But what they can control is communication, compassion, and how they treat their customers ...you failed miserably .  

Eventually today, TUI emailed him with a last-minute flight out of Montego Bay when i told them that he was in Kingston and had made his way there for safety and to be away from the storm.  Which has given him only a few hours to make a 4 hour journey on damaged roads.  It does not end there.  Tui are flying him into Kingston,  not Birmingham and your agent said, and this is on record,  that because he did not book package holiday and just a flight then he has to make his own way back to Birmingham at his own cost.  

TUI had one job: get their customers home safely and support them through the process. Instead, they’ve shown a complete lack of humanity. To expect someone to navigate a hurricane-damaged island alone, then pay over £150 to get themselves home from the wrong airport, is disgusting. Truly disgraceful behaviour from a company that claims to care about its passengers.

I've spent £1000s loyally to TUI over the years. You have lost tens of thousands in what would have been future custom from myself and my family all over the cost of a train ticket and lack of support. I will be taking this story to the press as I they are keen to speak to returning citizens. I will not let this be brushed under the carpet. I am writing to my local government immediately posting this and our MP has already agreed to meet and discuss this, as they too are utterly disgusted how we've been treated.

Ridiculously unhelpful staff no smoking area I. The north terminal where most of there flights are from yet I go through security and 2 mins later I get an email about a 1:30 hour delay so not only was I not coping well with the fact I was already going to wait 1.5hrs so now it's 3 hours instead as well as the 5 hour flight this is ridiculous that they would just choose to trap people this side of security with no notice of the delay before we went thorough it's my family's last TUI holiday ever I'll use Heathrow too which has amenities like a smoking lounge.Ruining my holiday and it's not even started what an absolute joke paying £1000's to be held hostage suddenly due to last minute delays after having rushed to get to the airport on time disaster and disruption to myself who will likely be a wreck with all the hours I'm expecting to not smoke for.

Logged three complaints when abroad due to incidents and was assured I’d have contact. Never did. Contacted and they wanted me to re log with after sales?!? Just pass the complaint over surely? It was a long complaint and even your staff advised to log it due to the incompetent staff yet over 8 weeks and no contact so now I have to take it further

I went to Mauritius with a friend in September 2024. A few weeks before going I broke my ankle. Our holiday was markedly different from what we hoped. My solicitors asked me a few days ago for proof of holiday costs. I rang Tui. Absolutely useless and disrespectful woman, Via, told me she couldn't discuss with me as I was not the "lead passenger". I am an adult. An independent 60 year old woman. I should not need my friend's permission to discuss MY payments to Tui. Disgusting, infantilising treatment. I'll never travel with Tui again.

As a disabled traveller i was booked on the a welfare transfer with tui as I was told it would accommodate a wheel chair, when I got to the transfer Bus it was full of able bodied travellers and a walk away from the exit, this was a small but which I did manage to concer with the help of my partner, usually we book a private transfer but being booked on a welfare transfer I imagined it would be fine, so we enjoyed a wonderful 2 weeks away and awaited a lift to the airport, a full on coach, my anxiety levels were through the roof. I am in need of 2 new knees and am riddled with arthritis from head to toe, in constant pain, so to see a big coach turn up I was very annoyed and upset, again with the help of my perfect man helping me with my stick ad hand bag I got on, then I was panicking about getting off, I waited till everyone got off, my partner stood behind me and I had to get off backwards to limit bending, I wrote a complaint as soon as I could. And guess what, nothing, its been reviewed and complaint closed, am I feeling a bit disability discrimination, first and last time going with tui, back to jet 2

It's second time we travelled with tui both time was bad experience.
We book holiday for 10 day everything go smoothly till the lest day hotel as to checkout at 11am when our flight is 11 pm so we ask tui members in hotel and he told as we can pay late checkout mean pay one more night but I explained to them that no how we booked
Because when we arrived in hotel at 15pm our room was ready at 17:30 late check-in
But members said no we check-in at 14:00 but I did arrived to hotel at 15 pm so no 14pm
No comment
Hotel ask 125£ for 4 hours late checkout

I been at same hotel many time with easyjet never had problems with check-in or out always everything go well till last minute
One staff told me they did for all customer to no pay
When I still talk with staff about other 2 customers had some problems but tui ignored and just walk way
Back home contact tui customer services but answer negative shameful
No more with tui dirty lier

Visited the TUI store in Banbury yesterday and had the great pleasure of dealing with Lindsey and Davina who were both the most pleasant and helpful of all of the TUI staff we have ever met in 25 years of booking Thompson/ TUI holidays. Well done ladies you are a credit to the holiday industry and we will be book to book another holiday with you soon.

Used Tui a number of times over last few years. First time everything was great no issues.
Second time waited over an hour for private taxi transfer from airport to hotel whilst everyone else who didn't have private taxi was given priority for taxi due to no coach transfer on, no refund just an apology. Third time tui tried to over charge me £150 on a booking due to an error by tui. Customer service rep confirmed that it was a tui error on the booking but insisted I paid the extra even that I was over paying. Won't use again

What has happened to TUI it seems that everything has been outsourced to other companies.
We booked a holiday to Turkey through TUI app.
Flight was freebird with a Turkish crew, the inflight service was the bare minimum came round twice with drinks / snacks no duty free etc. they then closed the curtain and we didn’t see them again until disembarking.
There was some lad who was shouting and arguing with his partner on the plane and again in the airport, partner had 2 children and was pregnant. Nothing was done either on the plane or in the airport to calm the situation. He was also abusive to fellow passengers on the plane.
On arrival we found our coach transfer, you had to check from a piece of paper in the window screen to check if it was going to your hotel. No rep came on the coach to give a welcome talk etc.
After 90 mins travelling we were dropped off in the central carriageway of a busy road and told to walk down a side road to the hotel this was about 1/4 mile in the pitch dark at 05.45.
We eventually found the hotel and arrived at 06.10.
We were given a pack on arrival informing us that our welcome meeting would be at 10am !! Again this wasn’t a TUI pack it was some company we had not heard of. At 10.10am the phone rang and somebody asking us to attend the welcome meeting !! Really !! We had got to bed at 06.30 that morning.
The hotel itself is okay, rooms are tiny and the sun beds are really squashed together and not many of them. Despite booking a TUI package holiday there is absolutely nothing in the hotel that relates to TUI.
After my last experience with TUI I swore I’d never book with them again and I did but I won’t in the future.
I’ll stick with Jet2.

Only flights, not holiday. Flight out bad but will concentrate in flight back to UK. Unable to check in online, supposed to be open 48 hours before flight. Wasted 40 minutes calling TUi, tried again day before flight still unable to check in online. At the airport loads queuing to check in. Only 4 staff. Still a long queue 40 minutes before gate due to close and 2 staff just left. Got to gate with 5 mins to spare and no time to get a drink (100ml rule applied) or anything to eat. Once boarded plane sat on tarmac and took off 30 mins late. Hoped, to eat on plane but no chance. After serving only about 15% of passengers TUI announced no hot food or sandwiches left, just sweets. Arrived at Birmingham, sat on tarmac for 40 minutes. Once disembarked waited 1 hour 30 minutes for bags. No staff, no information, no apology. More than 2 hours of delays meant stuck in rush hour traffic for a further hour. Staff entirely absent. Never again with TUI.

Booked a memorable holiday to lapland with my daughter for this december. We had paid the required deposits and funds, due to an emergency operation it has meant that we cant now go on holiday this year. Then reached out to the first online agent who was helpful and explained my deposits could be transferred over to another booking without any fees (was told to find out the holiday we wanted to replace this for 2026), then when I re-reached out to make the amendment the extremely rude customer representive has told me this is not true and I cant transfer free of charge and that I would not be elegible for the discount they display on thier websites (even though it had already been agreed that I could). I then took the next step and processed an email complaint to thier directors office, the level of service here is extremely disappointing. They have no compassion for an unexpected emergency, I would strongly urge that you dont book through this company if you want the piece of mind of making amendments. For such a large company, the service and unprofessionalism is astonishing

I recently booked via TUI a package holiday to Kenya. TUI failed miserably on their customer promise of taking care of everything. They left me to sort out my flight connection myself due to a delay which lead us missing our connecting flight and arranging our own transfers from the airport to the hotel although everything was supposed to be included! As an apology they would not even reimburse me for the extra that it costed us to arrange our own transfer from the airport to the Hotel. All they kept saying is sorry - You need to speak to your insurance. Extremely disappointed for the lack of customer care & willingness to make it right!

A male passenger on the flight swore and shouted at me as I kindly asked him not to out his seat back on a two hour flight when i had my one year old on my lap and a hot drink on the tray and the crew did nothing to resolve the situation they aloud this individual to swear and intimidate me the entire flight when i was travelling with my baby and elderly mother.

We booked The Valamar Lacroma Hotel in Dubrovnik expecting TUI Platinum standards, but it was a huge disappointment.

The room was dirty from day one – stained carpets, mould in the bathroom, and our sheets were never changed throughout the entire stay. Towels weren’t replaced for four days, and housekeeping only appeared after I complained. Even then, all they did was pull up the sheets and wipe the sink, leaving floors dirty and used glasses untouched. We later discovered that a door label was required for cleaning, but this was never explained at check-in.

To make matters worse, my daughter developed bedbug bites, confirmed by a local pharmacist. Despite reporting this to reception, no action was taken – no sheet changes, no fresh pillowcases, nothing.

Service was equally poor. When I asked to speak to the TUI rep, reception brushed me off, saying the rep was “a third party” and not their problem. The rep was rarely around during the hours advertised, and when I waited for her on Friday, she never showed up.

The pool and restaurant facilities were fine, but that does not make up for the unacceptable cleanliness and lack of care. This hotel is far below 4-star or Platinum standards and was nowhere near what was advertised.

I would strongly advise against booking this hotel if you expect proper hygiene, service, or TUI Platinum quality.

I complained To TUI but my complaint was disregarded by TUI as the reviews where good but I would totally disagree with this and TUI conclusion

Booked a family holiday with TUI 5 months ago. Was informed 8 days ago that a new Hotel was being built next door (they’ve been building it since 2024…!)

Same as most of us, had I known that building was going on next door to TUI BLUE SARIGERME IN TURKEY I would have chosen a different Hotel but TUI decided to leave it 11 days before our departure to inform us (despite it being a TUI owned hotel and gave us a FIRM 10 days to make a decision re what we want to do…. TUI TAUNTON told us that TUI UK didn’t know about the building work (that’s been going on since last year!!!!)

TUI gave us 4 options.
1. Leave booking as is ☹️
2. Change Hotel for another from a list of 7 - HOWEVER ALL 7 WERE GONE WITHIN 24 HOURS ☹️ so that was not an option …
3. Make another TUI booking and receive a 10% Discount - However nothing available ☹️
4. Cancel and receive a full refund (not ideal as we’re joining other family members in same resort) ☹️
5. The TUI branch in TAUNTON said that they would cover the cost of pre choosing our rooms (so that we could ensure that our rooms are as far away from the building work as possible) in TUI BLUE SARIGERME once we pre-booked it and had those choices confirmed for both rooms (€15/night for each room so €330 😳) which we decided to do…

However, unbelievably, once we chose the rooms that were available on the TUI WEBSITE, TUI then took 48 hours to DECLINE THE REQUEST leaving us back in square one - and of course all the time, the 10 day clock ⏰ is ticking…

So we wrote to the TUI HEAD OFFICE MANAGEMENT (clock still ticking re 10 days) and have been ignored… ☹️ - LITERALLY NO RESPONSE…

All in all, a real disaster before the holiday even gets a chance to start… and of course we should all be looking forward to this.

Staff in the TAUNTON TUI BRANCH are very apologetic and “don’t know what to say” … to say they’re embarrassed is an understatement as I believe that they are having their hands tied. TUI HEAD OFFICE ARE NOT CONTACTABLE.

So, to the LEADERS of TUI UK business (NEIL SWANSON, JODY ROLFE, BERND KAISER, SEBASTIAN EBEL and GILLIAN CUNNINGHAM), here’s your chance to put some customer service in place and simply allocate us some rooms (that’s all we would like) - Remember, we are offering to stay in a Hotel that we would not have booked had we known about building work. It’s that easy - Just let us choose our 2 rooms???

It’s SO SO obvious that all your Company is doing is letting our 10 day window to expire and then wash your hands of this and pocket our hard earned cash.

Not what most of your customers would expect of a £5,000 alleged “quality” Holiday 🤔 - Thankfully we paid with a credit card - Be a shame to have to instigate a refund through SECTION 75 OF THE CONSUMER CREDIT ACT (more than £100 and no more than £30,000)

COME ON TUI HEADS OF BUSINESS - SORT THIS OUT

REMIND ME OF THE TUI ADVERTISING STRAP-LINE??? - “LIVE HAPPY” !!!???? I don’t think so 🤔😳☹️

Overcharged significantly for foreign currency giving us an awful rate compared to advertised and expected online rates - said absolutely nothing about giving us an abysmal rate, even though we queried what rate was being applied several times - we only realised what they had done after the payment had been processed. Then experienced the fiasco of their non existent complaints and claims "processes". There aren't any .... the store personnel didn't want to know, they referred us to contact a department that doesn't seem to exist, the AI service is totally irrelevant, the webchat process got nowhere after over an hour, the phone contact is useless if you don't have a booking reference whi h we didn't as our complaint was about a currency rip off, there is no complaints or customer service number or details to contact, the store won't respond to emails. All in all, they make sure you just go round and round in circles, with no one having any intention or inclination to help, obviously hoping you'll just give up. Having been conned out of several hundred pounds, I told the web hat person none of our family would ever use TUI for anything ever again - the response was basically "it's nothing to do with me" and "I can't help" which translates as "I don't care either ". I see they are billions in debt. No wonder, no one there has got a clue or gives the proverbial... perhaps when they all lose their jobs due to poor service and reputation they may all reflect on their part in such an appalling set up.

We have been ripped off , charged twice for luggage on the way back from Italy,now they are arguing that the luggage was the wrong size ? But we got out ok and on the way back they never even looked at the luggage just the ticket. I will have to get my money back by going in and booking holidays then walking out so wasting there time!

TUI let us down badly. My partner, mother, stepfather and I booked a joint holiday to Malta in October 2025 via NHS TUI and standard TUI sites. We were later told about major construction next to our hotel and advised to call for alternatives.

After hours of calls and travel to a TUI store, we faced conflicting info, system errors, and price hikes. NHS TUI said no rooms were available at a cheaper hotel, while the store showed availability. We tried to cancel and rebook, but were blocked by internal silos and miscommunication.

In the end, we lost our holiday and were told we might face a £600 cancellation fee. TUI's broken systems and lack of coordination caused stress, wasted time, and financial loss.

We await a full refund, apology, and process review.