Unorganised, not given any info about hotel, meals etc. After our excursion was dropped off at a different hotel than ours and told to make our own way back in -10 degrees weather with a 5 and 10 year old. Had to get a taxi for £30 (paid over £500 for the excursion). Customer service a joke, wasn't interested , their reply was they had ‘investigated’ and didn’t actually give any explanation - Here at TUI, we're always keen to hear about our customers holiday experience, so thank you for contacting us with your complaint submitted on 03-01-2025. We've investigated and reviewed each of your individual complaint topics and have provided our comments below. Excursions & Booked extras/Attraction tickets & Excursions/Transport/Not as expected We’re sorry you were disappointed with your excursion transfer. Our aim is to make sure every excursion meets our high standards and have quality checks in place with excursion providers to ensure this is the case. We will pass on your feedback as part of our quality checks and apologise for any inconvenience caused. First and last time booking with TUI as the service for what was paid was terrible and the customer service even worse. I haven't even gone into the airport hotel parking and booking I made via their website (which is via holiday extras) had been cancelled with no warning or explanation and I had to book and pay again (more than I had already paid) and am still waiting for my refund (this booking was made 9 months in advance). Would not recommend as far too much stress, unreliable, extra costs and no customer service. This was booked as a treat for my family after my cancer treatment over the last 2 years, so thanks very much TUI.