March 2024 by Clark Fox
Dreadful I had a problem on a flight and can't get to speak to anyone Dreadful service.
March 2024 by James Trigg
they will hide the information you need to know like safety or a outbreak of a virus at a hotel.. it will be kept from you until after you pay them after that they wont care about you your family or safety, please i beg you to use another company, Tui once they have your money they push you to one side and focus on the next person who wants to pay them... Keep away people this is Toxic and damaging
February 2024 by Droneserve LTD
I am still owed £300 Tui promised to pay it back but I am waiting. We have been on holidays since worth over £6000 but they still won?t give back our deposit for a holiday they cancelled not good business
January 2024 by S Walia
I fell and cut my hand, needing stitches as I partially severed a vein due to lighting being obstructed by a bin where a small ledge was present and unseeable in the dark.They took over a year to come back and say they won?t do anything. They also lied and said there wasn?t a bin obstructing the view, and there is no escalation process
January 2024 by martin bourke
Iv lost count how many times we have used Tui over the years but due to a 3.5 hour delay on touch down we filled in there claim form and sent service it off.Tui responded eventually .Tui quoted a DRAFT proposals that is being considered by the chaps that write the regulations .What I have found is Tui have set up a systum which is super difficult to get to where you want to be so much so we have ended up writing a letter for the 1st time in round 15 years and posting out request for then to look again .Rubish customer service and as with a lot of companys now days that line a a trench like system to halt you when making a complaint .Tui in 2024 dont have a stright forwards email address such is there set up .We are considering putting Tui in the Ryan air classification where we stay well clear of them .Shame really as we have had some good holidays in the past with them .also like a ,ot of firm they ask you to fill in THERE WEB PAGE so you have no record of what you have sent to them except a picture of there screen unlike with normal every day emails.
December 2023 by Anthony Mcmullan
Very disappointed in tui myself and 3other people have a 2week holiday booked to Cuba on the 8th May next year to celebrate my 50th birthday only to find out by chance as we wanted to upgrade our flights that tui have now stopped flying to Cuba from the end of April . I went to the travel agents to change my destination only to be told that I can?t change yet as no email as been sent to cancel my holiday and this could take upto 2weeks before my departure . Yet I?m still paying direct debit on a now defunked holiday . But I can change my destination if we pay £50 each !! On a holiday I didn?t cancel you did
November 2023 by Andrew
Love it! Best coffee in town
October 2023 by Craig Jones
Once they have your money, they don?t care. Try to fob you off with long lead times so you don?t follow up
October 2023 by Adventures in the big smoke
The customer complaint service is a joke. I could tell from the first sentence on the phonecall that no compensation was going to be discussed.
September 2023 by Noel Danso
I am due to go to Marrakech with my young family on the 22nd and have been calling TUI everyday since Saturday to express my fears and concerns about going after the earthquake.I just want to change my destination of my holiday, but TUI insist on me paying nearly £2000 in amendment fees. I having been ringing around and I am only able to get through to their customer service based in other countries. Their customer service agents read from a script and have no power to do anything. I get told my case has been escalated and I will hear something within 72 hours, this has been since Saturday and I am still waiting.My wife is absolutely petrified and suffers from anxiety as it is, my 3 year old daughters has been promised a holiday that for our own safety we cannot go on. I get told at the beginning of each call I am a loyal customer with TUI having used them on several occasions, so clearly being a loyal customer means NOTHING!!!! I believe British Airways are offering Freeman amendments up until the 24th and also EasyJet is doing something similar.
September 2023 by Jovana Morgan
Have to say I?m very surprised at how bad Tui? service has been. We booked a two week holiday with Tuivwhich cost a little over £7k, Two adults and three children. Everything started off fine but on the day of travel, after making it through checking, security and the boarding gate, while waiting to walk on to the plane, all passengers were asked to make their way back through the boarding gate and back in to the airport. After being lifted to waiting in the airport for over 8hours with no information, we finally found out that there was an issue with another plane and the decision had been made to take us off our flight and delay our holiday to put the passengers from the affected fight on instead, their plane was full and ours only three quarters full, so it made sense to someone in Tui to delay our flight and not the other flight. We received no contact from Tui on the day until 18.00pm that evening only stating that we would potentially be flying out the next morning. Tui refused to talk to anyone, leaving it up to the poor Leeds-Bradford airport staff to resolve the issue and break the news to 180 very tired and angry passengers, the only Tui rep that was there that day was hiding behind a security door so no one could talk to them. Tui are still not offering any help with what happened or even any sort of compensation for what ended up being a 23 hour delay in total, stating that is was nothing to do with them as they subcontracted the flight out so it was down to the flight company, the whole reason we booked with Tui in the first place was to avoid issues like this, if we had known for one second that Tui had started to use substandard subcontractors for their flight, we would never have book with them, we paid over the price for the holiday as we wanted the package deal experience. We will go back to booking our own flights and hotel like we always have, as this is all Tui are now doing and charging over the top for it, what?s the point of paying the extra if you get no support from Tui when thing go wrong!
August 2023 by Mark
Our first family holiday and my first package holiday. I've travelled the world on a shoestring so my wife talked me into this. Never again!! Definitely not with TUI! I'm not naming names as the hotel staff were excellent. The description of the hotel and what was on offer didn't match what we actually experienced however. The worst part was the mould in the room. After a fight, TUI eventually offered us a £200 voucher, so they don't lose any money, for a mouldy room where my children were sleeping. The mould had been hidden behind some boarding and curtains so I didn't actually notice it until we were leaving, when I checked that we hadn't left anything. As we would never book with them again, I told them to send the voucher anyway so I could light my bbq with it. They've bought out all of their competition so it doesn't leave you with much choice, I would avoid them if poss though.The holiday we had over easter 2023 is £1,000 dearer for Easter 2024. I'm not sure how that works...? The hotel needs some serious maintenance and the description needs to be altered as it's misleading and no where near what you expect when booking.
August 2023 by David Hillyer
If I could give no stars I would, I had a flight booked to Orlando, and unfortunately had to cancel due to an accident, my insurance paid with the exception of the air passenger duty, this is paid to the government, if you don't fly out of the country it is not paid, it is law TUI refunds my money but they don't want to know.Just be aware, because you cant get hold of anyone to address this issue,Absolutely appalling, never book with them again.
August 2023 by Simon Harrison
Our family's experience with Tui was nothing short of a nightmare. From the moment we booked our supposedly all-inclusive 11-night stay at the Magic Manar Hotel in Tunisia, things went downhill.Upon arrival at the airport, the self-service check-in system turned into a disaster. Machines were malfunctioning, staff were scarce, and what should have been a seamless process turned into a 1.5-hour ordeal.The transfer to the hotel was equally distressing. A dilapidated coach with broken seats and no seat belts was our mode of transport. The driver's reckless behavior and incessant phone use made the journey perilous. A predicted 40-minute transfer turned into 1.5 hours of anxiety.Our hopes for a pleasant stay were further dashed at the Magic Manar Hotel. The staff's efforts to please were overshadowed by the hotel's deteriorating condition. Broken toilets, faulty light fixtures, peeling paint, and signs of mold were rampant. Even the water slides, depicted as a highlight in the pictures, were in shambles. Leaks were everywhere, and our experience was marred by a major leak in the restaurant.The food situation was equally dire. Hygiene standards fell short, with food left exposed and attracting flies. Our daughter fell ill, possibly due to contaminated food or pool water. The lack of proper food handling practices and the presence of pests were a glaring concern.Wild cats scavenging for food and staff struggling with wasps were constant companions. Even seeking medical assistance for our daughter turned into a terrifying experience, highlighting the lack of proper safety measures.The promised family-friendly amenities also disappointed. Broken TVs, temperamental air-conditioning, and lackluster kids' entertainment clashed with our expectations.Tui's customer service was a nightmare of its own. Ignoring our pleas for help, they passed us from one channel to another without resolution. The local representative lacked authority to assist, leaving us stranded and frustrated.As a final blow, Tui refused to offer an early return flight, leaving us trapped in a distressing holiday experience. Our vacation, meant to create cherished memories, turned into a regrettable ordeal that drained our resources and impacted our well-being.Tui's misleading advertising, lack of support, and negligence in addressing our concerns shattered our trust. The promise of a dream vacation was replaced with a reality that was far from what we were sold. Our family will never forget this traumatic experience, and it will undoubtedly shape our future travel decisions.
July 2023 by R K
Very disappointed.We were using TUI for over 10 years until last holiday when return flight was cancelled, Easy Jet was booked trough TUI as part of the package and adviser tried to lie to my girlfriend that is nothing to do with TUI until I called back and challenged them, finally they accepted responsibility and provided non direct flight causing us to spend night in Dublin airport as they didn?t provide accommodation.
