TUI Reviews 

So, where do I start. Whilst on holiday to majorca my friend and I booked a 5hr boat trip via the Tui Rep with Magic boat tours. We were picked up by bus 1/2 mile from our own hotel in Santa Ponsa n transported by bus to Palma. We then had over 30mins to wait on the Dock whilst the catamaran emptied the previous passengers and cleaned and restocked the boat. We were then herded on the boat and squeezed in like sardines. The 2 stops were random places close to rocks and around the corner from each other. We had lunch which was medioka n headed back to palma. The atmosphere on the boat was shocking there was no interaction from the crew. The only excitement was enroute back to palma n some holiday makers decided to have a dance n brought some energy to the cruise. This cost €69 n it money worst spend. DO NOT BOOK, THE TRIP IS A BLOODY RIP OFF!!!!

Cynthia (our guide) picked us up from hotel right on time. 1.5 hour journey to Herculaneum. Rather rushed round site by Lello, the guide, who spoke too rapidly for many of the group. Two hours there probably not long enough to do it justice. Wonderful site with lots too see. Journey back to hotel 1.5 hours.

They are useless and don’t speak English , they promise to call within 3 days and never do. 5 different times they have said they will review calls and get back to me. I visited shop of tui and spoke to a lovely lady who tried 3 times to call and got 3 different answers . She was embarrassed and said her customer services has given her 3 different stories and she’s embarrassed to say they will call in 3 days .4 days passed went again they not listened to any calls and guess what said they need 3 days . I’ve had email to say they are keeping my £2k deposit as I’ve not paid in full .STAY AWAY,,,,

Awful company to book a holiday with. Had a 2.5 hour flight delay followed by many issues with the hotel we booked. Falsely advertised hotel, requested room change but the hotel could not provide an alternative room until 2 days into the hotel. After already paying a large sum for our holiday we couldn't spend it in the dirty un renovated room. Contacted TUI for help was told there was nothing they could do if the free room was not available. Had to pay the hotel €1,200 euros to upgrade contacted TUI for help before we paid and they said nothing we can do. Submitted a formal complaint since returning and the response was "I am sorry that I am unable to assist you further with this matter and that it has not been settled as you would wish".

Awful customer service, from such a large company you could expect more. Will now be escalating the complaint further as TUI are not willing to provide compensation.

6 weeks since the worst holiday I have ever had and still have not received any compensation.

Will never book a holiday with this company again and I would NEVER recommend anyone else booking with them!

You would think TUI had a duty of care to their Cusomers, especially when they are injured due to poor health and safey in a resort holiday they sold. Nope, nothing. Despite the reps being aware I had suffered an accident and it was down to poor health and safety standards in the hotel, they didn't want to know. You're left to get on with it. Not even the curtesy of a message to ask If I was ok. Shocking service

If I could give no stars o would absolute shame of a company I have been lied to and laughed at down the phone numerous times and have waited for a manger to call me for over 2 weeks
Having been sent to Greece whilst people were being evacuated and loving on a school for 2 days with no running water food or sanitation we were sent home we then were given vouchers on compensation which they won’t let us add to our booking

Was do to fly to Benidorm on 22 July a weeks holiday taking my mother away . On the 13th July my husband was taken ill and admitted to hospital it was clear that he wouldn’t make the holiday. I contacted tui who told me I would have to go through my insurance I contacted my insurance company who said I need a cancellation number ok back to tui . I spoke to an agent and said I didn’t want to cancel just amend no problem he said let’s get it started he then proceeded to try and amend but there was on single occupancy for my mother I will put you on hold and contact resort while on hold I got cut off ! I called back again explaining the situation and said the other agent was trying to amend oh no you can’t do that you have to go through your insurance conflicting everything I had be told . Totally frustrated I ended the call . I called back the following day resigning myself to having to cancel the holiday again I relayed the story this agent said of course we can amend I will email you send back the documents regarding your husband hospital admission and I will get it checked and approved. I did that and called back again same problem no single occupancy he said if I could wait 72 hrs he would email the resort . This took me to twenty four hours before we were due to fly ! When I called back they hadn’t heard from them could I call back in 2 hrs ? My final call two hours later still not heard back so I suggested I move the holiday to next year to make it easier ok what date June 24 ok let’s check that out put me on hold only to come back and tell me 12 hrs before we were due to fly that I needed to go through insurance!!!!! How can a company have its agents all singing from a different hymn sheet ? So I had to cancel at 6pm the day before I travelled. Not only was I treated so badly I am now being ignored I sent an email complaining I got an automated reply saying I would get a response within 72hrs nothing another email sent and still no response. What a shambolic company No customer service no empathy for my situation and looking at social media comments in my opinion THEY JUST DONT CARE !!!!!!!! If I could rate no stars I would.

I have travelled so many times with Tui since covid and in the main you get what you pay for but earlier this year I paid over 3.5k for one week in lanzorote at one of their 5 star award winning platinum hotel it was no better than a 3 star i complained and they offered me £510 voucher but this did not represent a fair outcome so I went to ABTA who funnily found in TUi favour so I went to arbitration tui didn’t even put in a defence but I still lost!!! I have written to chairman but he doesn’t care this company should remember who propped them up through covid and provide a better customer experience and don’t charge ridiculous prices for a one week stay for two people

Awful company, delayed flight home which was eventually cancelled as staff had flown over the hours required, 3 children left sleeping on suitcase as 2am waiting to a transfer to a hotel for the night, flight next day had paid to sit with children but had all been placed separately around the plane and was told change of aircraft was why seats had changed so why are you charging people for something you can’t fulfil. Compensation form rejected as claim passenger was ill, although we had been told that morning flight was delayed! What was you doing, waiting for the person to have a full recovery! Never using again totally ruined the holiday!

This airliner is the no.1 airliner in the world the landing was a little bit hard but when i booked a flight from uk to Egypt it was Fun when i flew back to uk it was like 10 minutes!

Very bad customer service if you have a complaint they don’t want to know just fob you off with 50£ off next holiday very bad

We used to buy travel packages from TUI at least once a year, but this one will be the last one.
The hotel ratings are not accurate; you expect a 5-star experience, but you get a maximum of 3-4 stars.
The pictures on the tui.dk do not match reality, and feeling cheated every time will no longer happen.
Goodbye, TUI.

Heard that Tui are having problems getting customers cases on the plane and they are left without luggage all their holiday.

How can this be. They are a holiday company and folks have been travelling for years.

How can it be so hard to get the case on board.

If you can't manage it, why are they trading.

Used TUI for 20 years. My flight for my current holiday has been changed by TUI to an unsuitable alternative, staff on the helpline giving us contradicting advice, cutting calls off and not calling back.
This will our last holiday with TUI.
Tried chat, no use at all and the agent ended the chat after I asked her not to.
Update, called your call centre in Cairo again today. A manager listened back to a recording of my call with an agent on Saturday and said that if the agent had told me he could price match my holiday he would sort it for me, he listened to the recording and then told me the agent would have a complaint against him and lose money however he would not admit that i was right and would still not help.
An agent has finally called me back after stalling for over a week and a half and going past the date at which the holiday could be amended.
No help at all, the holiday change team will not agree to move us to a suitable flight and will not refund the late check out room that we paid for but do not have.
If we had booked a monday flight in the first place our holiday would have been cheaper too.
Awful customer service, agent basically tell us to accept the new flight or have a refund. Refund not really an option when the hotel we are going to is exclusive to TUI and holidays are now over 2k more than we paid.
We weren't allowed to swap to the easyjet flight on the same day we were supposed to be flying and now you are offering the easyjet flights as a package

NO LUGGAGE ALL HOLIDAY
We arrived in Kefalonia on the 11th of July at 12 midnight. As we waited for our luggage nothing came (family of 4 each with a case each). We were advised that our cases and another from another family had not been put on the plane. The drive to to the hotel was that filled with stress and anxiety as I tried to find a number to call to speak to someone about this (there is none). We were told our 4 cases would arrive the next day, they didn’t. We have 2 teenagers I will let you fill in the gaps with how they felt with none of their own clothing or indeed eczema creams. It was a heat wave and we were told to go to the shops to buy essentials. Scala was expensive and really not much to buy to wear. Day after day we were told our cases would come so our hopes were put up only to be brought back down when they didn’t arrive. On day 6 the cases came as I was trying to arrange them being delivered home to avoid more stress in Manchester. It took 6 hours for our cases to arrive at the hotel that day (airport is about an hour away). So all in all we had our own luggage for 20 hours before going home. We were reassured by reps and the airline staff that we would get our holiday refunded. Not only did we have no luggage it ruined our whole holiday, the stress, going round shops for things I would never wear again is not how I planned to spend my week. On return we have been called by TUI in which the lady on the phone laughed at me when I asked about a refund stating that this would not be happening as we had a good will gesture during our trip. We had been advised this would not impact us receiving a refund or compensation as this did not cover the stress, anxiety and complete ruin of the only holiday we have this year. So let down by this company and by a holiday that we were all looking forward to. I would never use this company or recommend it to anyone.

The world of TUI, over 4 hours delay from Manchester to Antalya going out and over 3 hours coming back to Manchester then waiting 45 minutes for our bags plus another half hour for the prams to be loaded on, not one apology from any Tui staff or even a free cup of tea on the plane for all the inconvenience caused. Would not recommend to anyone and will never use Tui again, when speaking to our Taxi driver coming home after altering our pick up times twice he said all the complaints he gets are from Tui, a poor service from the world of Tui.

Riding on the transfer coach from Rhodes Airport to Lindos Mare, I forgot my jacket (beige Italian made Geox) together with my car keys and keys to my apartment in the overhead compartment in Bus no 49. I contacted the TUI guides via the TUI app. They told me to fill out a lost and found form. Having difficulties in filing out and sending the form, I got help from one of the guides. Before sending the form I could choose between several options to get my jacket back. I chose an option where the jacket if found would be delivered by a parcelservice to my hotel. Completing the form and sending it I got no receipt . After some days I got a message that my jacket was found and would be delivered to me at my hotel. I waited some days but there were no sign of any jacket being delivered as promised. I again took contact to the TUI guides. They told me that my only option was to go to the TUI Office in Rhodes airport and have it handed over to me in person. Spending most of a full day traveling to and back from the airport I learned that there was no TUI Office, but a series of TUI manned boots distributing guest to the various transfer buses. I took contact with one of the TUI guides, describing my situation. He seemed friendly and helpful, and told me to wait indtil he returned. On returning he told me that my jacket indeed was found, but was kept in another location, but he would make sure that my jacket be sent to me in my hotel.I waited several days but nothing happened. Having taking trouble contacting up to ten different TUI guides in all, I finally got a message from “lost and found” informing me that my jacket never had been found.
The whole story has farce like proportions, ranging from tui guides who apparently think that “service” is just a seven letter word to guides actually lying to you for whatever obscure reason. This is not worthy of a large company like TUI and it offends me as costumer.
There is a saying “The Customer Is King”, this is apparently not the current mantra in the TUI organisation, even if it should be.

As holidays go , our trip to Skala, Kefalonia with TUI was pretty good.
I'm writing this review to bring to TUIs attention alone staff member in particular.
Having worked in the UK holiday market for 20 years and having always worked customer facing for another 20 years, we met a diamond. Literally a diamond as that's her name. Anyone and everyone that has come into contact with her has been talking about her all week. Diamond is a tour guide on the tui excursions. Her knowledge and love for Kefalonia is so so obvious. She was informative, pleasant, helpful and funny. All that and she is an Aussie but I think she is a real Greek now.
I hope you are listening tui and I hope that someone from the top table contacts this lady and rewards her if only with acknowledgement of her excellent work. As businesses, we are always on the look out for diamonds within our teams that go the extra mile. I am pointing her out to you now. A true diamond.
It is also worth pointing out that the driver of our coach, I think his name is Spiros was the most accomplished and safe, large vehicle driver I've seen in many years in arduous driving conditions.
Well done to him also.

Must be honest, we have great time in Majorca with Tui. However when time to come home things were awful. Got text saying plane cancelled and we were booked on auxillary plane. When we got to Palma it was delayed. Then when we got to Gatwick everyone had to wait 2 and half hours for their cases! And it was only Tui flights that were having to wait. No explanation just a repeated apology message every half hour. It was absolutely abysmal way to treat customers and Tui should hang their heads in shame. My advice - don't ever book with them as they don't care about your custom once they have your money!!

HOTEL EXCELLENCE PUNTA CANA

On arrival we were allocated a room that had not been adequately cleaned and had obviously not been used for some time. The hotel was unable to provide an alternative for nearly twenty four hours and then not in the club excellence area.
Throughout the complex there was constant loud music thumping out. Definitely not 5 star.
Hardly conducive to a relaxing atmosphere.
The gym, one of the best I have encountered in a hotel, had permanent “Techno” music thumping out from the moment it opened until it closed and did not turn the level down when asked.
On arrival we were informed that the dress codes we had been advised to comply with had been discarded in favour of a “come as you are” attitude. The two notable exceptions were the Chez Isabella and the Excellence club Magna restaurant.
The Kitchen restaurant, a buffet style affair, which provided good food and service, everywhere else most of the food was distinctly ordinary, not very hot and hardly befitting a five star establishment. It was
unfortunate that the Kitchen was not open in the evening , I would have eaten there on a regular basis. On several occasions I left meals uneaten because the standard was so poor.
The Coffee Shop was excellent and an inspired addition to the complex with charming, helpful and cheerful staff.
Throughout the complex there seemed to be a will to inspire a “party” atmosphere with copious amounts of alcohol and loud music. I heard one disgruntled American guest describe it as “a cross between Spring Break and a frat party.” They had a point!
We largely avoided the evening entertainment because of the deafening volume it was delivered at.
The staff fell into two distinct groups. The junior level staff were almost entirely cheerful, helpful and keen to please or assist. Middle management appeared to exist to deflect complaints and ignore requests whilst
appearing charming and helpful.
Room servicing. The turn down service was infrequent and patchy. The mini bar was due to be replenished daily. Despite only drinking soft drinks from the mini bar we often had to request replenishment as it had not happened for several days.
Bar service, the staff were excellent, helpful and cheerful but there were often occasions when particular drinks were not available. A particular dislike of mine, and I appreciate that it may be a personal foible, is I was often served drinks in plastic glasses, despite being nowhere near a pool area.
As guests from Europe I gained the distinct impression that we were in a minority and the aim was to cater for the American market, which is a shame because they took our money readily enough.
In conclusion the hotel is set in a stunning location. It is not relaxing, or romantic but if you want to party this place lends itself to it. I do not consider the establishment to be a five star hotel and paying extra for the Excellence Club seems to be a wasted expense. The hotel and TUI failed to provide what was advertised and I did not particularly enjoy my stay. I was glad to leave and feel that I spent a lot of money for an experience that was memorable for the wrong reasons.
I spoke to other guests who were of the same opinion as myself that this was not a relaxing, romantic experience where I was pampered and
spoiled. My wife left at the end of two weeks upset and unhappy. The hotel Excellence Punta Cana are not replying to emails. TUI just keep sending form emails and not interested. Do not use TUI as they misrepresented our holiday on their brochure with numerous changes at the hotel which was not want we had paid for.