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TUI UK NewsRoom Reviews

1.8 Rating 126 Reviews

18 %

of reviewers recommend TUI UK NewsRoom

Company Reviews

1.8

Based on 126 reviews


Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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TUI UK NewsRoom 1 star review on 16th December 2022

Your Mother's Kidney

TUI UK NewsRoom 1 star review on 21st July 2022

TUI UK NewsRoom 1 star review on 21st July 2022

TUI UK NewsRoom 1 star review on 19th May 2022

Mr & Mrs Pearce

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Holiday booked for June 2020 cancelled due to Covid. I accepted a rebooking incentive of 20% and rebooked another holiday. This holiday was later cancelled by Tui for operational reasons but the 20% rebooking incentive was withdrawn and their rebooking system also does not allow use of promotions that are available for new bookings. So after accepting Tui's rebooking incentive and allowing them to hold onto my £1400 for 2 years I ended up with no incentive and paying more than a new customer. Will not be travelling with Tui ever again.”

Posted 1 year ago

“Would never use you again not that you really did much wrong you just were totally missing could of gone on the holiday completely without them. In the the flight out found one of the cabin crew rude and unhelpful regarding my requirements as a disabled person on a flight. Also coming back they got trolley service all done so we could rest as it was a night flight why can't it always be like that so you can get to the loo. Basically there was no rep. he only came if asked didn't respond to my message. no welcome meeting with local info sufferings where to go etc. The board was only in German nothing in English. One things attracted me was a free hamam in the hotel on arrive discovered it wasn't free. Hotel was nice but that's nothing to do with tui. The transfer to resort a shambles. never again.”

Posted 1 year ago

“After a long delay and being assured that we would get compensation by TUI .My claim keeps getting refused. TUI are useless at dealing with customers. It is virtually impossible to speak to somebody about the problem you have .It is appalling service.”

Posted 1 year ago

“OPEN LETTER TO TUI'S BOARD OF DIRECTORS. Subject [Ticket 7700458] Since being "caught out" in a false statement sent to me via your Directors Office , TUI have closed down all communications leaving me with only this method of bringing my concerns to your attention. Having sailed on a disappointing Marella cruise , my abiding memory of which will be the long lines of very disgruntled holidaymakers required to wait for many hours in near static queues on , in my case, four occasions. I was also twice unnecessarily confined to cabin for further hours , all courtesy of digital technology which largely failed. On return I wrote to TUI's after travel department re. TUI's apparent overreliance on technology. ONE HUNDRED AND FOURTEEN DAYS LATER TUI sent an e-mail assuring me that that TUI was looking at the issue of queuing as a matter of URGENCY. While this answer was not credible and only makes TUI appear ridiculous it is otherwise harmless. However a following passage made reference to an event aboard ship in which I was allegedly engaged and of which I knew nothing. I queried this work of fiction and SIXTY SEVEN DAYS later I received a reply from TUI's Directors Office which never denied that TUI's previous answer was untrue, neglected to say whether responses from TUI were credible, accurate or honest . Only that they were APPROPRIATE. As these imaginative replies were sent from the TUI Directors office do TUI's directors consider incredibility and contortions of truth appropriate responses to customer's legitimate concerns? Charles Penman Connor”

Posted 1 year ago

“The worst holiday I’ve ever had, the hotel was disgusting, stains all over the beds, dust everywhere. The walks all falling apart a 10 minute walk from the reception. And that was just the start of it, the food was horrendous nothing actually edible, I don’t know you could mess chips up but did, the cleaning standards where the worst I’ve ever seen, none of the toilets in the whole hotel have any locks. So anyone could just walk in on you. The mosquitoes where horrific, I look like I’ve got chick pox the bites are so bad. The pools are dirty and good luck if your tall there’s none over 1m deep, a complete joke. Avoid the bellevue club at all costs. And to top of the awful hotel, we book an excursion and the bus didn’t turn up supposed to arrive at 8.50. We waited outside from 8.30 - 9.30 never showed up we ask every bus that stops it’s not ours, I call them they say we weren’t there, we were it’s on the cctv from the hotel, but there saying we’re not correct, so not only is as the hotel awful they also stole the money for the excursion, I’ve been asking for a refund for the excursion for over a week and I’ve been nothing but fobbed off. I just want the refund for the excursion, but they don’t even want to sort the problem, I’ve spent thousands of pounds with TUI over the years and I will never fly but them again, I WANT MY REFUND OR I WILL TAKE THIS FURTHER”

Posted 1 year ago

“We booked a river cruise and one week before was notified by Email the river isn't deep enough to do the planned trip and offered £100pp compensation. We didnt accept this but were we had no time to rearrange all the other booking involved we were forced to proceed. We got to Switzerland and went to get the coach at 11am. 2 hours later the coach arrived as he got list. He then got lost twice before getting us out of the Airport. Before getting on we were passed a brown paper bag with a capri sun and the rubbish from the back of a parents cupboard. Being a grown-up and diabetic this was not suitable (everyone on the coach complained) we then had a 5 and a half hour trip without being allowed off for basic things. The rep was sleeping at the back of the coach. We then had a week were we had no idea where we would wake up (even the captain didn't know!) Most of the stops were in industrial estates. The last day the were only giving out paper cups and a take it or leave it lunch! The small individual hand towels was changed to 1 towel hanging on the back of the door. I paid for all inclusive but found it VERY hard to obtain a drink. I've just been called and all they are prepared to offer if a £90 TUI voucher. This is my last ever time I will use TUI. I was fortunate enough to have a couple of holidays since November last year totaling around £15,000. Seems I'll be taking my custom elsewhere. Date of experience: 21 August 2022”

Posted 1 year ago

“The policy regarding boarding passes is terribly confusing and distressing. The email we received 48 hours to check in online before the departure of the flight did not explain that we only had up to 25 hours before the time of the flight to download the boarding passes, and forced us to go to check in at the airport although we only had hand luggage. Restricting passengers from downloading boarding passes so long in advance is very confusing as most other airlines do not allow passengers to check in online earlier than 24 hours before flight time. And, most importantly, they never condition passengers to download boarding passes in this way. Also, forcing passengers who only have hand luggage to wait and queue with others who do have to check luggage is a waste of time, and it's also stressful. Most passengers who only carry hand luggage plan their trips differently than those who do have to check luggage. And treating them like heavy baggage passengers is pointless and just plain unfair. I hope this company will change their boarding pass policy as it is a nightmare at the moment.”

Posted 1 year ago

“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.”

Posted 1 year ago

“Awful company. Issues whilst on holiday. reported to TUI. TUI response is to to ignore - they just don’t care”

Posted 1 year ago

“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”

Posted 1 year ago

“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”

Posted 1 year ago

“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!”

TUI UK NewsRoom 1 star review on 21st July 2022

TUI UK NewsRoom 1 star review on 21st July 2022

Posted 1 year ago

“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”

Posted 1 year ago

“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.”

TUI UK NewsRoom 1 star review on 19th May 2022

Posted 1 year ago

“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!!!!!!!!”

Posted 1 year ago

“Absolutely awful customer service. Not fully informed. Lack of communication. Told different things by different agents. Would never recommend to book with this company”

Posted 1 year ago

“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”

Posted 1 year ago

“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.”

Posted 2 years ago

“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!”

Posted 2 years ago

“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.”

Posted 2 years ago

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TUI UK NewsRoom is rated 1.8 based on 126 reviews