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

“Beyond useless....would rather walk than go through a return flight with this pathetic excuse of an airline ever again....wish I could give them minus stars and could swear to let you know what a complete sh@t show of a company they are....BOOK ELSEWHERE”

Posted 9 months ago

“Visited burnham on sea store today, excellent service by Audrey booked my holiday ready for January excellent service”

Posted 9 months ago

“We booked our holiday in April to fly out on 1st July for a much-needed break. Unfortunately, in May our pet dog, Archie, became extremely poorly and we spent many weeks at the vets trying to get him better. Not thinking that this ordeal with his illness would extend into our holiday dates. Towards the end of June we realised that we may need to continue with Archie’s care and asked TUI if we could rearrange our holiday for a later date and was told that we were outside the 28 days to allow us to do this. We could either cancel the holiday or change names. Having booked in store at Corby, I asked if they would email exceptions and see if they would reconsider, confirming we had holiday insurance but it does not cover for pet illnesses. We also have pet insurance and we may be able to claim up to £800, but this is not confirmed yet. The response was the same, no help. With this in mind we arranged for family members to share the care of Archie so that we could still go on the holiday. On the day before we were due to fly Archie became critically ill, to a degree where we were considering we could do no more for him. Our Vets offered 1 last medication that could possibly help. We could not have gone this far without trying, and promised we would do everything we could to help him. This meant that we could not expect our family members to provide the care required and we understandably cancelled the holiday. As much as I understand this was our choice, I would assume that any owner of a beloved family pet would do the same. On the day we was due to fly, Saturday, I rang the TUI phone number online and they advised I should request that the store put another email together to Exceptions so I called the store and was told the manager, Clayre, was very busy and would call me either later that day, or the next day. Monday, having had no call I attended the store and Collette, who I had spoken to a few times previously said that she hadn’t been in over the weekend, so was not aware of the return call. Collette wrote the email to Exceptions while I was there and said she would call me when she had a reply. Later that day Collette called to say Exceptions have confirmed they still will not assist with any form of recompense, wait for this…… If we didn’t have insurance they may have been able to help????? I would like to understand further what was meant by this? Surely if there is a policy in place that would be able to assist us, we should be given the opportunity to have this investigated? After all, our insurance didn’t cover anything to do with pets. I called the online number again and they advised that I should ask the store to ask their area Manager to escalate, as having booked in store they should be able to escalate to a resolution (Why TUI Corby did not know this, and needed me to prompt them I do not know) Tuesday, I called Collette back and requested this. The same response came later, Area Manager cannot help. Wednesday, I pleaded requesting, maybe, the area Manager could at least offer us a discount if we rebook the holiday? Collette advised she had passed to Clayre, as she was going to be off a few days and Clayre would come back to me. Having had no call the next day, Thursday, I chased and was advised that Clayre had got the message, was in a meeting, and would call me. Friday, still no call and I write this with frustration ready to send. I understand that things like this may be an everyday occurrence for TUI. However, this has been an extremely emotional and testing time for us. All we ask is that someone maybe see’s a little past the black & white of terms & conditions, and perhaps goes that little extra mile, adds a small element of human emotion and actually takes the time to look into our situation. You must have an exceptions team for a reason. It’s actually quite hurtful that our situation is completely overlooked and obviously not deemed an exceptional circumstance. I would be keen to understand what TUI would actually class as an exception? If the request into our situation being looked at further by the exceptions team is then once again simply dismissed, I would like to know how/who to raise an escalation with. After sending the above to the store, asking Clayre to confirm there were no discrepancies in my account, I received a response from Clayre advising that the store would be able to provide me with a discount if I was to rebook with them. No actual response to content of the above. This discount turned out to be £100 off of the web price, and I was given a price to rebook the holiday. Having set out heart on this particular holiday and hotel, only available through TUI, we agreed we would rebook with TUI. The next day I attended the store a lady came out from the office and asked if I was okay. I noticed her name badge, Claye, and said who I was. The Manager of the store, Clayre, who knew she had a very unhappy customer, proceeded to say….Take a seat and I will get Collette to come and help you. I could not believe it, and it gets worse….. When Collette ran through the booking requirements the web price had gone up and was £125 more. She would not honour the price quoted to me the day before from her Manager, Clayre. I had to ask Collette to ask Clayre if she would honour the quote. When she returned the answer was no. We have rebooked because we have been looking forward to this holiday and hotel for so long and could not find anything that would suite out timings, budget, and holiday requirements, otherwise we would have booked elsewhere. We will, however, not be booking any future holidays with TUI and certainly not be recommending them.”

Posted 9 months ago

“Two weeks in Cape Verde, actually excellent while there. Flights however are a different story. Originally booked as at that time it was scheduled to be on a Dreamliner. Paid up the extra for the forward 'premium' cabin, for a bit more comfort on a six hour flight as my wife had recently undergone a total knee replacement. Some weeks later a refund from TUI appeared in the bank - no explanation accompanying it. After much to-ing and fro-ing we learn its no longer a Dreamliner but a bog-standard 767 ( no inflight entertainment) AND we are now seated in row 28. Ring TUI, and explain about the knee surgery and say its going to prove very painful to sit in a standard seat for 6 hours. TUI boast about their seating for 'reduced mobility ' passengers and move us to row 1, with a bit more legroom. Fast forward to departure day. Airport check in fine and called to the gate. Then told there's a mechanical fault with the plane and we have to wait for another craft, currently en route from Tenerife. Told they've added ,£10 to our boarding cards to get refreshments at the departure lounge - but TUI fail to mention that, in fact, only a couple of outlets actually accept the add-on to the boarding cards. Just as we finally found one that would accept it we're called back to the gate. Absolute melee at the gate. An officious TUI ground crew girl ( who looks about 15, but is clearly relishing her little bit of power) is strutting around. She asks to "borrow " our passports " for a quick moment " she bustles off and returns thrusting our passports at us before swaggering away to solve the climate crisis or some other major issue. We notice new boarding cards in the passports ( we still hold the ones seating us in row 1), and oh, look, we're now in row 11. The incoming plane from Tenerife is also a 767, identical in every way to the one they broke. I ask Her Majesty why the seats have been changed. With a smug smirk, she says " it's all in the Terms and Conditions to which you agreed when booking". I reply ",I daresay the t&Cs say you CAN but WHY?" Same smug smirk and the same statement is parrotted. "But WHY?' I ask again. "If you persist in pestering me, I will deny you boarding" she purrs ( oh, the POWER). Not wanting to be left behind I shut up. We finally board. Then there's a two hour wait, sat in the tarmac as some passengers have decided to give up, and not travel ( or maybe She Who Must Be Obeyed has denied them boarding, too) and their luggage has to be located and offloaded. Finally arrive in Cape Verde over six hours late. One coach, sat forlornly in the car park awaits us. " just get on it, we'll sort out where we're going once we leave" we're told. Miraculously, we get to the right hotel - at 2.30 in the morning. No chance of food and only the noisy sports bar is still open.”

Posted 9 months ago

“We booked a holiday with Tui, just me and my wife. Tui changed the flight times by a massive 4 hours, meaning we could no longer catch the plane due to work commitments. Customer services were abysmal, I could not even speak to a manager to make a complaint. They said they would ring me back later, but this did not happen. Tui no longer have a complaints department. You have been warned, do not book with this ‘money is all that matters’ company, you will be disappointed and out of pocket. We have booked many holidays through Tui in the past, but will now not do so ever again. If I could give no stars I would.”

Posted 10 months ago

“Great company if nothing goes wrong with your package holiday but any issues they quickly go to 1 star rating. I received an email stating our hotel TUI BLUE Atlantica Sungarden Park in Cyprus no longer will be providing a waterpark. Tui offered three hotels as alternatives. However, when trying to swap hotel TUI would only send a generic response. So I had to rise new emails referencing my original ticket number, each time they acknowledge the first email but ignored my reply. Web Mail for existing customers wouldn't even put me in queue and automatically closed my chat. But new booking you get an adviser in seconds. I phoned customer services multiple times to get nowhere. One time I was told the system was updating and another occasion after we agreed to move to Sunrise Oasis we was cut off. I walked into the TUI Store and the Manager requested we got a Callback from customer service. Guess what, a week later, no Callback as promised. This as been ongoing for three weeks and no closer to resolving. So it looks like we are forced to go on holiday without the main reason (Water Park) for booking this hotel. The local waterpark will cost us an extra €134 a trip. Shame on you TUI.”

Posted 10 months ago

“TUI is a utter joke and I don't mean in the funny sense of the word. TUI legal team are shocking, after a year of making a complaint and passed to their useless legal team who seem to think they can blame COVID for everything even auto replies via email not being received. And now today our complaint is rejected because they dont have a stool sample, yet we provide all medical info after my partner fell ill abroad thanks to food poisoning from the hotel. All of this evidence is still not enough for TUI and clearly has fobbed us off. Legal route it is then, but AVOID TUI at all costs, they are glad to take your money but when something goes wrong and even though you provide all of the evidence they don't want to know”

Posted 10 months ago

“Absolute disgrace of a company, would give them minus if I could. Non existent customer service and treat paying customers like they are thick as s**t. Had a 9-10 hour delay flight home on Sunday 14th May from Palma to London Stanstead due to a fault with one of their planes, have since filled in 3 flight delay claim forms to all of which they keep sending an automated response that there is no record of these passengers on that booking! Its absolutely nonsense they just do it try and get out of paying out. We were told we can submit the form online or email the flight delay claim address directly with our details which we did with booking confirmation as proof that all of our details are correct and we were on that flight, heard nothing back and upon chasing they then come back with that they only accept claims through their online process! Even though a few days earlier we were told the complete opposite they will just do what they can to deter you and get out of it. Ive heard nothing but bad things about Tui lately seems they are getting worse hopefully they go bust they certainly wont be getting another penny out of me and I will continue to plaster bad reviews everywhere so it will hopefully deter people booking with them. Also be careful when booking holidays through their website, its very misleading - they will advertise a resort as 3 or 4 stat when its infact officially a lot lower.”

Posted 11 months ago

“So we have arrived to Louis imperial beach hotel in Cyprus, got a sea view room, you dont want to see the picture , its basically looking at the roof and pipes, asked to change the room and staff was polite and advised to speak to our Tui representative, so the lady said look at the room and if you are not happy we will change the hotel, but we basically loose all the money, and have to pay for new booking!!! Tui holidays are overpriced, staff is not doing there job, will never book with them again!”

Posted 11 months ago

“Scammers Offer you tui When paid give you cheap flights from unheard of airlines”

Posted 11 months ago

“Very disappointed with service of TUI, from the arrival at the airport there was issues with transport to the hotel. At the hotel, due to organised group having a conference, all inclusive facilities were not available for other guests. When reported to TUI, got response regarding opening times of restaurants and positions of using a La carte restaurant (not included in all inclusive!). JOKE”

Posted 11 months ago

“Thieves that's what they are!! Thieves that's what they are!!! I was a regular customer, but this year, because of important and unexpected health issues, documented with official medical letter, I had to cancel my trip. They asked me several times to provide medical documentation to benefit from fee free cancellation and after I lost time and money to get the letter for them, they said will hold the deposit anyways! Worse company ever! Last summer their flights had 6 hours delays both ways, they never returned a pound, no apologies, not even a cup of tea! I will never ever buy a holiday with TUI again!”

Posted 1 year ago

“Went to Mexico for new year. Booked a 5 star luxury holiday with private adults only swim up. The hotel was not 5 star, it was rodent infested, the food was inedible, the rooms were filthy and the pools weren't full. I complained to tui reps who refused to fly me home they only offered me hotels worse than the one I was in. At home I recieved a phonecall from the tui complaints centre who was eating the entire time he was speaking to me which made me feel sick. My only compensation was a £650 tui holiday voucher on a holiday that cost me over £6000. I would never use TUI again”

Posted 1 year ago

“False information from the start. Booked a flight to Gambia to visit children I sponsor. Told I could add an extra case no problem. Was even told I'd have to pay for the case both ways. I did not mind that so I went ahead and booked. Went back to the TUI STORE in Wolverhampton to book my extra case and was told I can't. I was then told I could take extra and pay £13 per kilo at the airport. I was also told I could split my allowance between 2 cases. Guess what? After speaking to their SO CALLED CUSTOMER SERVICE I can't do that. Total MISINFORMATION FROM START TO FINISH. INEPT IS NOT GOOD ENOUGH TO DESCRIBE TUI. MAYBE THEY SHOULD START TO TRAIN THEIR STAFF ON THEIR POLICIES OR MAYBE LYING TO CUSTOMERS AND GIVING MISINFORMATION IS THEIR POLICY. SO MY SPONSORED CHILDREN WILL NOT GET THEIR GIFTS THANKS TO THE WORLD OF TUI. ONE THING FOR SURE, I'LL NEVER USE TUI AGAIN.”

Posted 1 year ago

“I would just like to say a huge thank you to Rosie from TUI Llandudno store, Rosie went above and beyond to solve a big problem I had after booking online. I needed to transfer my holiday from this May to May 2024, online customer service not good put my holiday on a stop sale, for weeks and weeks, deadline date was today and if wasn't Rosie and her Manager supporting me, I may have had to cancel my holiday and the extra cost would have been astronomical. Thank you Rosie for being so professional, pleasant, supportive, I can't thank you enough. I'll never book online again, I received the personal touch. Thank you.”

Posted 1 year ago

“I booked my holiday with Tui on Friday, gave them all the information they needed about my mobility scooter, (length, width, height, weight, what type of battery, whether it folds), sorted what support I needed at the airport; all good. Over the weekend, told my family and friends, started getting excited - travelling in 7 weeks. This morning, Tui phoned me, to tell me my mobility scooter is too big to go on their plane. It’s not too big for BA, Aer Lingus or British Rail, but it is for Tui. I told them to cancel my holiday. The person I spoke to said I may have to pay a cancellation charge. I was not impressed, and told her I’d go to the Eauality Commission, as they were directly discriminating against me. She called their head office; I’ve now been fully refunded, but have no holiday.”

Posted 1 year ago

“4 of us booked a holiday today with the help of the Burnham on Sea office and had a lovely lady, Sheri, talk us through and book our holiday to Greece. Everything was explained step by step and we got an excellent deal. Thank you for being knowledgeable, and taking the time to talk us through everything as a couples package. Would highly recommend. Debbie M”

Posted 1 year ago

“1/3 of Tui's stick belongs to the sanctioned Russian oligarch Alexei Mordashov. He just transferred them to his wife, Marina Mordashova, 4 days after the war in Ukraine. Don't buy holidays from this company - you're helping Putin. Don't flag my comment - customers ought to know.”

TUI UK NewsRoom 1 star review on 16th December 2022

Posted 1 year ago

“Booked and paid for a holiday two rooms. We paid extra for one of the rooms to be a superior double. Upon arrival, we were given 2 twin rooms. We spoke to the resort reception and they confirmed they did not have availability for our upgraded room and we would need to speak to the Tui rep. We met the rep, who tried to fob us off with a free trip instead of a refund, they were persistent and we agreed to think about it overnight, She never returned! I went ont the Tui app and raised a complaint whilst still on holiday, when we returned home, I contacted them and they said complaints are taking longer, they replied after 95 days to say we did have the right room. I went back to them and after 115 days they replied again to say they are standing by their first response, even though I sent evidence of the room I paid extra for and did not receive. You cant speak to anyone on the phone. I have not had my refund.”

Posted 1 year ago

“Our 7 day holiday in Cyprus regarding hotel and location was excellent. However the carrier EasyJet were awful beyond belief . We received an email on our last day of the holiday from easy jet saying the plane taking us home is smaller than the one we arrived in. Would we be prepared to take another flight home at some point the next day, with compensation of 500 euros. We were asked us to phone a number if we wanted to take up this offer or alternatively arrive at the airport at the original check in time and ignore that email. Due to work commitments and airport parking we wanted to go home as scheduled so ignored the email. Indeed I even paid £68 for the three of us to be seated together! On arriving at the check in desk( no TUI staff to been seen) we were informed that our daughter had not be booked onto this flight even though she and my wife and I all had boarding tickets that were allocated via the app earlier. Even though several passengers had not registered for boarding she had to stay behind. She was the only female and was taken in a taxi with men she did not know to a hotel far below standard - the manager informed her Easy Jet regularly used his hotel as a result of flight/passenger number problems. We witnessed another Easy Jet flight to Manchester where a similar problem occurred - they asked for 25 passengers to volunteer to fly to Leeds Bradford. We have always booked our holidays through TUI - my wife has breast cancer and I have blood pressure problems - leaving our daughter behind overnight was not a healthy option for us and we are shocked and disappointed by this outcome. We now await the 500 euros compensation. I booked our Holiday with TUI not EasyJet . We will not be booking holidays again with TUI if they carry on using Easy Jet as the carrier.”

Posted 1 year ago

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TUI UK NewsRoom is rated 1.8 based on 126 reviews