“Myself and my sister paid for a week holiday to Greece. The agent never informed us that pass ports had to be beyond 6 months at the time of booking to travel according to new eu rules. My sister was turned away at the airport and I could not make myself go without her. After confronting Tui they said that validity of pass ports are the responsibility of the holder. I could not believe something as important as the 6 month rule on passports was not told to all clients prior to booking let alone complete verification of the passport. We put our faith and trust in Tui to get us from a to b and back again. They could not even get us past. Point a. Needless to say our experience with Tui was a total disaster and of course the billon dollar a year company offered no responsibility nor compensation. Will never use this company again.”
“TUI and the old man.
TUI- sounds chewy but spelled tea ewe eye
Seeking some post lockdown distraction, I felt like a little holiday action and being a kind of sea loving fella i signed up for a trip with TUI's cruise line Marella
On boarding ship it was easy to see TUI'd invested much in technologie. And like many another I fell under its spell until I discovered -um -it didn't work very well.
And hordes then aboard will their grandchildren tell, among memorable events was the QUEUING from hell. Endless hour after hour waiting in lines that snaked deck to deck like long jungle vines , and irate fellow passengers took time to tell me , it was all the fault of the technologie, and I heard from some loudmouthed, wisecracking fella that TUI should alter the name to the QUEUES line Marella.
Disembarking at Marella's Newcastle berth and arriving at a town a fair way from Perth I decided to write to TUI's customer care, not a wild tirade which would be unfair, .but a reasoned account of where things went awry and settled down to await a reply.
A month elapsed without ever a word and thinking this a bit absurd I'd try dropping a line to " the man in the know" and I wrote to TUI's C.E.O., A man of courtesy and of action when dealing with customer satisfaction. Guardian of all things tea ewe eye he'd be sure to ensure I received a reply. So I sent off my screed , waited just as before and waited, and waited , then waited some more
Then many weeks later from out of the blue, there came a 'phone call from a lady from TU' who offered a pittance in compensation , a sum that would shame a
"skint " organization. Totalling £57 , 50 for two full sleepless nights while fighting the elements a sliding door to keep tight. Which with every rough wave shot backwards and fore , letting into the cabin the storm wind's roar'.
Add the time spent in the long queueing lines then the further hours unto cabin confined. Banished to a place where I'd no need to be. And the reason?- You guessed it - The technologie. I may be getting quite ancient but my counting's still nifty and figured TUI's offer way under an hourly £2 . 50.
At first I accepted just -so to speak - close the book, but on reflection decided this let TUI slide off the hook. So I requested that TUI raise their game a few notches and donate the lot to a Sick Children's Hospice. But TUI no further pennies
would proffer and instead were now withdrawing their offer.
And there things remained for many, many a day until........Glory Be TUI sent an e-mail my way, Short , succinct and spoken directly. Was there a credible word? Well- they spelled my name correctly. While this in itself would have caused little friction I became annoyed when TUI resorted to fiction. According to their missive TUI was able to trace, an event aboard ship which never took place. So I wrote re TUI's imagination asking for evidence of this fabrication
Many long weeks later , again from the blue, there arrived a further e-mail from TU'
which never denied they'd told me a whopper but sought to reinstate their original offer.
I answered with words of disdain and displeasure having no interest in TUI's parsimonious "treasure". Pointing out TUI's e mail- being untrue -was of greater concern to me and it SHOULD be to TU'
Within a few hours I received a reply. Was TUI Embarrassed or bashful? My Eye!!
But this letter now said I must desist and go and refrain from troubling TUI so.
And I'd get no answers in form or style from Britannia's shores or Erin's green Isle.
And just to add a little insult to bother this was penned by TUI's fiction scribing author.
While TUI may have riches too great to mention . I'm an octogenarian with an old age pension . And though far more than TUI I have cause to be thrifty I've donated more to the Hospice than TUI's fifty seven pounds fifty.
And should it cross TUI's mind that they could have handled things better, all they ever needed to do was answer my letter.
Charles P. Connor”
“Disgusting company fighting to cancel a holiday but they want £225 when we were told it was £60 deposit each, if I sent an email agreeing to the 225 they would cancel absolute robbery”
“TOM344 - 20th July 3022, from Sheffield to Turkey.
Flight Cancelled after 7 hours waiting, from 4pm to next day 1am. All kids baby slept at airport, no TUI staff showed up.
They just sent a few emails to let you know the flight changed to next day night.
Wasted everyone's time, and just offer £150 voucher. We don't need your voucher! Please Do the refund!
TUI destroy our holiday, very careful if you look for an inclusive holiday, do not trust TUI.
TUI need to full refund for all our costs.
Terrible experience!”
“DO NOT USE THIS COMPANY....18 PHONE CALLS AND STILL NO ONE IS DEALING WITH US..QUICK TO TAKE £12 THOUSAND POUND....
THEY DONTVRESPOND, NO EMAIL ADDRESS HOURS AND HOURS WASTED TRYING TO CALL AVOID AT ALL COSTS”
“Unwanted guest at dinner on the dessert cart!
Just at the end of our 4th day at the Dunamar hotel, Monte Gordo on the Algarve. Travelled here on the 6am flight from Birmingham airport and arrived at Hotel at 10.30am. Our room wasn’t ready till after 2pm so sat around in our jeans and UK clothes for several hours. The hotel, drab and tired, is understaffed, everything is closed except the dining room and bar. No shop, spa, entertainment or anything! Facilities all closed. The food is very limited, receptive, lukewarm and tasteless. We have complained via the TUI app every day since arriving and our TUI rep Leana (who divulged that many other guests are also complaining) agreed with our evaluation that the hotel wasn’t fit for purpose. TUI eventually agreed to transfer us to an alternative hotel after 4 days of a 7 day stay at a personal cost to us of almost £500 + we would have to make our own transfer arrangements (almost 50 kilometres) The final nail in the coffin after a 5th night of only eating salad was an unwanted guest on my dessert (see creature top right) as per photo! For what its worth we are life long TUI customers and this is the first time we have felt lead to leave a review. We are now trying to salvage the remainder of our holiday by spending as little time as possible in this poor excuse of a third rate hotel.”
“Absolute disgrace. Endured a total of 7.5 hrs delay for a 1 week holiday. Had a claim authorised but can't fill in my bank details. 8 phone calls today only to be cut off or staff unwilling to help. Tried to complain on website but it doesn't work. Cowboys!!!!!!!!”
“Absolutely awful customer service. Not fully informed. Lack of communication. Told different things by different agents. Would never recommend to book with this company”
“Aggressive company in all areas,after service abysmal and not responsive or able to communicate with their consumers they rely on social team on social platforms to buffer the mass of enquiries including after travel complaints,they are reactive rather than proactive,time management of resolving aftersales complaints effectively shows poor time management,disorganised,over priced misleading holidays,fail to deliver what they offer-refunds not applicable with this company they would rather advise customers to “seek third party legal advise”than look to resolve.I will never use this company again for holidays”
“Awful customer service. Booked Atlantica mare Paphos With Tui which is a 5* in Mar/Apr. Given mixed information from staff. Cancelled first 3 days of kids clubs this is a Tui Blue Hotel. Pools are freezing to the point kids turned blue even the heated one, the sea was warmer. Beach had glass on it and cafe here wasn't open and no loungers. Wrong info from staff each day on whether it would be open. Staff kept Couldn't go in pool until day 6 of holiday due to temperature. Considerimg family hotel kids are very restricted. No lilos allowed. No toys allowed around pool, no jumping allowed. Food is cold in buffet luckily there is a microwave but shouldn't need to microwave meal in 5* hotel. A la carte restaurants are disappointing. Lost bookings, food uncooked. Requested to be moved hotel Tui rep couldn't find out cancellation charges for 4 days and kept stalling us hotel and tui blaming saying the other party had to find out. Ran out of time to be able to move as then said needed 48 hours to move us. Bar staff are great, lifeguards are rude. Couldnt get in kids club. Submitted complaint on holiday. Then when I returned. Their response was generic apologising for variety of food this wasn't one of my comments. Resubmitted complaint and replied to their email haven't had a response. Tried calling complaint line it plays a recorded message and cuts you off. Called Tui store they referred back to completing on line. Cant actually talk to a person. So disappointed we didn't get the holiday we paid for which took us 2 years to save for. Wont be booking with Tui and won't return to Atlantica mare Village Paphos.”
“Im so disappointed with Tui. Our holiday has been booked since 2019. Tui have cancelled it twice and twice we have stayed with them. We are due to go this June and want to change our dates. My hubby rang to check this was possible as he was awaiting test results and we wanted to know the latest we could change dates. On the telephone we were told upto 2 weeks before departure! Tried today to change to the 21st June from the 7th only to be told it will cost us £1017.00 ontop of the new holiday price in amendment fees!!!!!!! They can see the notes from the telephone call from an overseas adviser and have said they will be corrected on correct procedure but its tough for us the amendment fee is £1017.00. The new holiday price in itself is an extra £1000 which we were willing to pay! Really not happy! Will never book again with Tui!”
“Terrible communication.
Not accepting emails
Very long call waiting-customers don’t matter
Make sure you’ve written your will before phoning them.
My experience is that P&O are good.
Another lost customer.”
“II's easier to get a reply from a serving prime minister than Tui's After travel department.
I am eighty years old and have only once written to a government minister, namely Tony Blair in year 2000. I didn't really expect a reply but Mr. Blair duly responded.
Contrast this with with my ongoing attempts to obtain a reply from TUi regarding what should have been an enjoyable break spoiled by Tui's over reliance and seriously misplaced faith in digital technology. Resulting among other things, in queuing , along with a huge number of other people, for endless hours, to unsuccessfully register results of Covid 19 tests.
Over the past six months I've sent five letters to TUI four of these to TUI CEO directly. The only correspondence I've received from TUI was a very short e-mail which had all the credibility of an Aesop's Fable ,neglected to address most of my concerns but assured me that the matter of queuing which I'd brought to TUI's attention ONE HUNDRED AND FOURTEEN DAYS PREVIOUSLY was being looked at as a matter of URGENCY and making reference to an event involving myself that NEVER OCCURRED. This only servers to make TUI appear foolish at best.
If a serving Prime Minister can find time to send me an answer to a query I'm sure the CEO of a holiday firm can do likewise.
Incidentally TUI can still find time to bombard me with holiday adverts on an almost daily basis”
“I have had the worst experience with tui in recent months. I booked a holiday to Spain last summer for this year, since covid vaccinations have became mandatory. I contacted tui 1st February to confirm the transfer of my holiday given the restrictions, I was advised to wait until end of February incase restrictions were lifted. I contacted tui again at the beginning of March and I was again advised to wait until the end of March. This week I have contacted tui 15+ times in order to sort the transfer of my holiday. I have had varying amounts incompetent staff members giving me a number of conflicting statements with no help to arrange my holiday transfer. I now fly in 5 weeks, currently to a destination that will not allow me entry and I am now being told despite booking a all inclusive holiday and finding multiple alternatives that I am only to transfer to a bed and breakfast holiday for a additional charge. TUI will never recieve my custom again and I am writing to head office to demand a refund in order to take my custom elsewhere.”
“Had booked our holidays in January to go in June. Planned it all and was really looking forward to a much needed break. However over two months later we were informed of a change in hotels. The one we booked being close to everything, the one they changed us too needing us to constantly use taxis or buses… I phoned them after a 25 min wait an automated voice told me they were now closed… phoned again got through to a nice man who said we could cancel or rebook, he’d phone back next day. But a holiday in same place has now doubled in price. So a holiday we had planned and was looking forward too, we are now dreading. Everything has been spoilt for us… and yes two days later I am still waiting for the return call”
“Hi
We booked with you 2 years ago, but due to Covid we had to cancel, we then paid an extra £150 to move the holiday with you.
Having paid £800 deposit to secure our holiday, you have now decided to move us to another hotel (which we are not happy with) we were meeting friends there. You have moved us for financial gain. We have made serval calls to you to try and resolved the situation and promised calls back, but nothing. As a customer who has always used Tui, you have ruined our holiday and you are going to cost us more money. I think people have paid more for this holiday & you have kicked us out !!!!
Not expecting a response as not done us any favours so far …….
I could sit here all day and moan about the holiday pain you have caused us, i will be making my voice heard on all other review pages possible. I hope i never have to use TUI AGAIN !!!!
As you tell not a happy person !!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Well done TUI, you money grabbing………………
Regards
Person with no Holiday !!!!!!”
“Absolutely shocking customer service from TUI. Having booked 18 months ago, I was upset to see that our flights had drastically changed on the outbound and inbound to awful middle of the night times. Although I appreciate that changes do happen occasionally, I could also see that they had a much more civilisised time departing earlier in the day so called to see if we could change and pay any difference in the flight cost. After waiting for an hour on live chat with no response, 40 minutes on the phone, and lots of of back and forth with his manager, he advised that they cannot just change the flights on the booking and it would have to be cancelled and rebooked resulting in a £2,000 price increase! Absolutely disgusting response. I was more than happy to pay any additional cost for the increase in flights (both flights were TUI flights so I know they wouldn't have incurred any internal charges to change them) but absolutely not £2,000 to 'rebook' my holiday. I didn't want to change my holiday I just wasn't happy (who would be) with the god awful new flight times. Asked the representative to speak to a manager and his response was 'we only have managers to look after staff and not for customers so you will need to fill out an online form (and wait 28 days!)' Having travelled with TUI most of my life, I let 2 initial poor experiences slide beacause I wanted to give TUI the benefit of the doubt but after yet again another example of poor service and actually just greedy behaviour, I will not be travelling again with them.
AVOID AVOID AVOID”
“Absolutely disgusting customer service. You cannot trust TUI advisors. Over the last 2 years we have been advised to amend our holiday due to restrictions changing. We were never told we could get a refund which is what we wanted. We have been lied to by 3 TUI representatives. We are going to lose £800 due to their utter useless advice. We will NEVER use TUI again. Even the Harlow Branch Manager can’t help because apparently they don’t record conversations so they can’t comment on what we’ve been told previously. Utter Disgrace. We have basically paid them £800 for nothing.”
“ined our dream holiday
Ruined our dream holiday , had a holiday to St Lucia booked since last September , disappointed is an understatement ….. Due to fly in May , got an email to say our flight from Manchester to London Gatwick got cancelled . Instead of giving us an alternative flight , or suggesting making alternative travel arrangements via train to London etc in order to get the long haul flight …..TUI just cancelled the whole holiday without saying anything…. Our resort booking then got snapped up straight away , and now that resort is fully booked up till the end of October . What kind of sevice is that . Beyond scandalous … a refund dosent justify it or rectify it by any means . As you can understand any 5star resorts are either fully booked now or price has doubled . Can’t even understand the thought process behind that, could of easily been resolved …. Zero customer journey…. Sorry , better luck next time 😅”
