TUI Reviews 

Poorly managed! They should be ashamed of the service they provide!

We filed a detailed complaint to TUI incl. detailed documentation (dated jan 29) of a terrible TUI travel experience to Thailand in January. After a long waiting time we received a useless standard reply, no apology, no acknowledgment that service could and should improve. Customer are held at arms lenght, only interacting with robots or robot-like clercks.

The response we got from TUI was exactly as useless and polished as feared. We had hoped that TUI had reflected just one minute on our advice to spend equal energy on proactive helping and guiding their guests, for instance double checking transfer, as TUI spends on spamming guests with useless ads on sun-lotion. We bought a PREMIUM package including air faires and hotels, and we assumed transfer was well handled, until 18 hours before departure when we got message that we had to arrange transfer from the remote island ourselves. Zero help, zero proactivity, zero apologies. Only stupid robot replies, like the formal boiler plate response we got back. TUI may continue this 'keep-customer-at-arms-length' policy, but TUI will surely deteriorate their customer community.
Torben

Tui service in Tenerife regarding my good friend Beryl Mitchel was pathetic. She forgot her bag on the Tui bus from the airport to her Hotel. Told the guide but was told the could not do and thing before monday. This is friday evening and she has no passport, cards, money and is 80 years old. Yes the bag came back on monday but Tui should be ashamed.

Tui are absolutely diabolical at customer service, taken by them to Tunisia scared to death sexually harassed and treated like pigs by the rep & staff we contacted Tui every hour for help only to be replied desperate for help was complain in uk with a link after care team. Never ever recommend this company to anyone esp Single women / grandmothers with kids. They cancelled my flight & left me knowingly I was at risk. I was then taken by taxi driver who took my money and wanted my phone. Spent £4000 extra getting no help. I’m Disabled needed medication for cancer with no help & no other flights leaving for a week. They left me at the airport after 7 days of complaining. They took our money and ran like hunting wolves. I had to use way jet to get to another airport home to uk. Use TUi at your peril. I can’t believe they’re still in business the amount of complaints I have since heard. Use other carriers they don’t want to help and tell lies to block your complaint. Your life is not worth risking or that of your family. Diabolical experience we are traumatised. Shame on you Tui.

All I can say is lie after lie.

When i booked my Christmas and New Year stay at the Bahia Principe Punta Cana I specifically asked a question of the lady in store and then later or someone in head office and it was a simple one.

Do you know if the hotel sells off unoccupied rooms to locals at weekends?

I was told on two separate occasions that this categorically did not happen at this resort.

Imagine my surprise then when the first weekend there was an influx of up to 400 locals start arriving on the Friday, I contacted TUI via the APP and they said I was not given these assurances and I was telling lies.

I can assure you there is only one liar and that’s TUI who once they had your money they couldn’t give a stuff and the rep was about as useful as a chocolate fire guard.

A truly shocking company to do business with and a Christmas and New year holiday ruined because of lies and greed

Worst experince EVER!!!!
Bought an allinclusive package for my family, and they lost my stroller. So I had to struggle 1 week and carry the kid on hands and constantly be in the room!

No help or support whatsoever!!!
No help with filing the lost bagage to the airlane,
No help in finding rental strollers.

And now when I am back they are not providing any compensation and sending me to the airline.

Worst experince EVER!!!!
Bought an allinclusive package for my family, and they lost my stroller. So I had to struggle 1 week and carry the kid on hands and constantly be in the room!

No help or support whatsoever!!!
No help with filing the lost bagage to the airlane,
No help in finding rental strollers.

And now when I am back they are not providing any compensation and sending me to the airline.

I booked an amazing family holiday for my brothers 60th birthday to travel to GREECE on the 26th of May 2026, staying at THE AMADA COLOSSOS RESORT in KALITHEA, RHODES, for my large family, of 26 family members.
This is the fourth great big family vacation/holiday package we have booked with TUI over the years with TUI in Nottingham. (We’ve also had several individual holiday with TUI since 2010).
This time I booked the holiday with the LONG ROW Branch in Nottingham.

I initially popped into the branch on the Saturday 19th October, and spoke with this particular member of staff and I left some basic details with her, regarding a particular hotel we were looking at and advised her I would call her back first thing on Monday 21st October 2024, to make the booking. Speaking with this member of staff, she was very welcoming, knowledgeable and had a lovely bubbly personality, and I instantly felt that I could trust her to get the holiday booked for us all.

From speaking to this individual member of the team at TUI, LONG ROW, this member of staff helped me to navigate the booking, she was extremely helpful, professional, knowledgeable, and enjoyed her job and helping people. I gave her the details of the hotel we wanted, which was the AMADA COLOSSOSS RESORT, in Greece, along with all our requirements for the 9 rooms we needed to book for the 26 members of the family, the date we needed to fly out, and the airport (due to there being 9 children and having to travel in the school holidays) the room type and sizes, i.e. types of rooms we all required, (family rooms, triple rooms, double rooms, sea view rooms, mountain view rooms) the floor heights in the hotel and other requirements such as (walk in showers, low floors in the hotel), she also organised travel assistance/fast track check in at the airport for one of the family members who have a child with special needs, as well as organising travel assistance/wheelchair assistance for my 80 year old Mother and another family member with mobility issues.

Because we are a large group travelling together there were 2 separate families in the group who required slightly different requirements for the holiday so we were advised to book these families separate but still link them to our main booking so we could all fly together and stay in the same hotel on the same dates, as well as been able to pre book our seats on the plane, to ensure we can all sit together, and organise our coach transfers from the airport to the hotel and back to the airport at the end of the holiday.

We were able to get a good deal on the holiday, (we knew it would be expensive as we could not avoid travelling in the school holidays, but we still managed to get a good discount/incentive for all of us, and we’ve been able to pay a low deposit in 2 instalments, then pay off the remaining balance in the usual 12 weeks before we fly..

I would personally like to say on behalf of all our family that we are incredibly happy with the service that this individual person provided, from the TUI branch at Long Row, Nottingham. She went above and beyond to provide excellent first class customer service to me when I made the booking, to be honest I doubt she did any other work that day as majority of the day was spent on phone calls between the two of us, checking and re-checking she had everything correct and met all our requirements before we finalised and I made the booking at the end of that day. My family is extremely happy and excited and cannot wait until we go on this holiday to experience this wonderful celebration for my brothers 60th Birthday.

A big thank you to the staff member concerned and all the staff in TUI, LONG ROW, NOTTINGHAM who made this possible, the care, hard work, professionalism, enthusiasm, dedication, and first-class excellent work provided to us. We have no hesitation in recommending this branch to anyone who needs to book a family holiday.

THANK YOU TUI - LONG ROW, IN NOTTINGHAM

Manchester Airport departure from a Gate B. My wife is disabled, we were last to board. Another couple with a more severe disability was very embarrassed to board last. Coming back we boarded halfway through after waiting for Lanzarote assistance. Got over charged on aircraft returning to UK, not a vast amount but things like that bother me. Put in a grievance and TUI rang me today, what a complete waste of 30 minutes of my life I'll never get back. Sadly already booked for next year, but won't be again. Last year was similar at Manchester but we assumed due to Airport improvement building work. You would think flying with TUI it would be an airbridge. May not seem much to some but we expected more.

Awful, disgusting customer care is horrific I should give the 0 instead of 1—the biggest disappointment in my life. Please do not travel with them I will never travel with TUI again !!!
I had an incident at the Hotel in Spain, and they were refused a compensation

Tui are an absolutely joke. Their complaints procedure is dedicated to making it as hard as possible for paying customers to make a official complaint.
Tui advertise 6 restaurants at their hotel when you get there only one open. Complain and nobody give a dam.
The worst is that they put a sign up at the closed restaurants saying that it is is in the customers best interest that they close the restaurants. Tui only do anything thing for their own best interest and not in the interest of their customers such as a cashless plane, again how does that benefit paying customers, only Tui.

We have just returned from a holiday in Stresa Italy . On arrival at the airport we were told we had a 2.5 hour transfer by car and this was the first we knew about it . On arrival at The Lido la Pers Nera we were informed that we would get breakfast but for are evening meal we had to go just under a mile to another sister hotel The Astoria again we were not told this before arrival.The hotel had no hot drink facilities in the bedroom if we wanted one we had to pay.
The breakfast had no hot food at all we couldn’t even make a slice of toast as we were informed the toaster had broken and they were not replacing it.
We feel totally let down by TUI as we booked a halt board holiday in the Lido and this was never going to happen as they had no hot food facilities.We were miss sold this holiday as the hotel is purely Bed and breakfast .
TUI are still selling this hotel as half board which is disgraceful as its totally untrue.
To cap it off we had a 3 hour return journey and only just made are flight as it was boarding when we eventually got through security with no time to even get a drink and then once on board we were told there was very limited hot food or tea we provided are own tea bag .
TUI need to be more honest when selling a holiday not give inaccurate information.

Please read our complaint letter & follow up….

I have just received a reply stating you are not willing to compensate me further as this was dealt with at the resort… NO, the compensation given at the resort was for the standard of the food and so we could use the refund to eat out and not dine at hotel.
This part of the claim is to do with the standard of the hotel and is a completely separate claim to the food which the TUI representatives at the hotel told us to follow up with as they agreed that the Hotel was not up to a TUI standard of a 5T…. Can this please be addressed and get back to me as I am truly not happy with a pitiful offer of £100 bank transfer as the holiday cost is £4,500…

Hi,

As per previous correspondence we are now following up on our claim with TUI and looking for compensation after a truly disastrous holiday at TUI Blue 5T Cabo Verde. Things were so bad after day 2 we asked to be flown home which would have only been possible at our own expense. Please see below some picture evidences showing the well below standard for a Tui 5T Hotel and bullet points of our complaint -

- No hygiene adhered to in Dinning area, no gloves, hairnets, cross contamination of food products, no refrigerated milk or butter, meats & cheese sweating, very poor and extremely limited choice,was of a very sub standard not worthy or expected from a TUI 5T Hotel, which did result in us both being unwell with upset stomachs for a considerable time.

- stepps at front & rear of room damaged,cracked & flaking off

- Light shades where disgusting

- All furniture chipped or cracked

- Shower not draining properly

- mould on tiles and border of shower area

- Air conditioning leaking and dripping on floor

- swim up pool area badly neglected, grass not cut, paving slabs loose and scattered, rattan sun beds burst, pool only cleaned twice in 2 weeks

- Pool towels where an embarrassment, full of holes and transparent

- Loose tiles around pool areas,majority of loungers at pool either burst or ripped

- total lack of facilities on site

- entertainment was abysmal, adults only hotel and it was finished for 10.30pm

Taken into account all of the above points as well as our photo evidence this was a “Holiday from Hell” with little or no support from TUI on site representatives. On all occasions we had to chase them up for answers and at one stage they offered us a one time move to another hotel…. the offer was revoked within 3 hours as we missed the cut off time which had been placed on it due to us not receiving the message in time. We would also have had to make our own way there & pay a £50 admin fee.

We are well travelled customers doing 4 & 5 star beach holidays & cruises, there are certain standards which you would expect from a TUI 5T Hotel which did not happen on this occasion, so at best we would class this as a 3T plus…

We are most definitely looking for compensation from TUI as this was a mis-sold TUI 5T holiday/experience…
Date of experience: 21 August 2024

Marketed the hotel as having an indoor pool but it was closed. No compensation provided. This is spite of many phone and text conversations, filling in forms, providing photo evidence, documents etc. Their strategy is clearly to deny the facts and wear you down until you give up. Dishonest company motivated by money not customer satisfaction. Avoid.

Everything was great with the booking procedure and hotel (5 star).
But, the car rental is not ok.
Tui webpage guide you to Cartrawler and at Cartrawler I booked a car and paid the FULL amount, BUT I could not pick up the car showing the SAME card as I paid with!!
This should be impossible, why would they allow you to book AND pay but suddenly when you pick up its a no-go.
I know it said something that I had to show a creditcard, and apparently what I paid with is not a creditcard...so what..Cartrawler should not accept my payment if it is not good enough pick-up car.

So ended up renting a car at Hertz with the same card that wasnt good enough for Cartrawler.

Just want to give a massive shout out to Tom at the flamingo oasis hotel in benidorm. Amazing rep, and deserves the recognition. He is very friendly and approachable around the hotel. We left some items at a water park and he really went above and beyond his duty to get them back for us. He couldn't have done more.

I took the wrong suit case from the carousel and got to our hotel before realising my mistake. Contacted the TUI Rep who phoned the Tenerife South Airport. They had my case. TUI arranged a taxi and another Tui rep met me at the airport. Took me straight to the "Lost and Found" department and received my case. Whole process took 2 hours. Well done. Without the assistance from TUI I doubt whether I would have recovered my case. Not speaking any Spanish would have been the first hug hurdle. Identifying the correct phone line amongst the dozens for the Airport would be problematical.
Well done TUI in Tenerife.

- TUI absolutely shocking once again! Since 2021 nothing but stress! With holiday and our wedding

First hotel and wedding - lied about flying there then went got caught out they cancelled it and now 3 days before am due to fly, rings to tells me the main buffet restaurant is closed and that you have to eat from pop-up areas, and la carte restaurants which isn’t open daily, & they can only hold certain amount of capacity….

HOTEL - The beach has been closed due to tropical storm (which is fine can’t help that) but no update from wedding coordinator on alternative place to get married in a hotel or options?!? Where the hell am i suppose to have my ceremony?

One of my party guests had a call from TUI yesterday regarding this, got offered different hotel but ive only been informed now

Brother - got offered 3 hotels which one was an adults only hotel as alternative even though they have a child (clearly looked into their booking NOT) and tried saying he has to pay extra!!

I’ve Been offered a new hotel but can’t guarantee there is space to get married?!? & it takes TUI wedding team 24hrs to get a response wheather or not they have availability.. Well why offer a hotel without checking first 😡 & now the manager that dealing with it today has gone on annul leave this afternoon and no on in to sort it and am in limbo… I’m suppose to be flying on Monday, once again i have no clue what hotel am staying at nor if have availablilty to get married in the next 2 weeks in the hotel they have offered me!!! Been told by customer device nothing they can do as TUI LOCAL STORE as to sort it. Less than 48hrs before we leave to travel to airport and haven’t got a clue what’s going on !!!!! Also on the current hotel fan page, post of guests saying air con has dropped in their food while dining and a lot of people have come down very poorly due to food!! Think hotel and tui is covering something up

Today, i picked up my wedding dress which should have been sucha happy moment but all i did was cry in stress!!

TUI First Choice Holidays

Please share!

Awful holiday in a shoddy hotel. No TUI rep; no customer care.

I remember travelling with Thomas Cook a decade ago and vowing never to travel with them again. TUI are now in the same place. As with TC, I would expect them to go bust (at least in the UK) in a year or two.

Our whole experience with this company has been ridiculous, a holiday which cost over a thousand pounds, has left us out of pocket to eat out and change rooms as they couldn’t get us another hotel, we have lost 4 days out off a seven day holiday, to be offered £100 pounds each,