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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

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“Awful customer service, rude staff. We had to cancel our holiday due to work commitments as I work for the NHS and was unable to isolate so my leave had to be cancelled. We had no understanding from tui and after having lost a huge amount for cancelling our holiday we are now going to struggle to take our kids away next year!!! Really disappointed, will never book with them again”

Posted 2 years ago

“Tui offered to transfer our holiday because of Covid. Instead, their websitè booked an e Tara holiday. Tui refuses to do anything because they say we failed to contact them in time.”

Posted 3 years ago

“Planned to surprise my daughter & son in law in Rhodes, where they were married & went back every year for their wedding anniversary. Sadly, I lost my daughter last month & tried to cancel. Customer service told me to send a copy of the death certificate to “exceptions”& they would cancel & refund deposit. The first thing exceptions asked was did I have valid travel insurance which I didn’t think had any relevance, but was told so they could provide me with the correct information. They have now told me that as my daughter was not on the same booking they are unable to cancel & refund me, obviously they wanted to pass the buck to the insurance company. Heartless & money grabbing, last money I ever spend with them!!!”

Posted 3 years ago

“Without doubt TUI are the worst company I have had the misfortune to deal with and are a disgrace to the travel industry. Despite promising the CMA they would comply and refund customers who’s holidays are cancelled due to covid within 14 days this is a blatant lie. We have been promised a member of the refund team will call us, they don’t. It takes hours for TUI to answer a call (0203 rate by the way) only to be fobbed off or cut off. E mails bounce back with automated response telling you nobody is monitoring e mails - useless. Contacted citizens advice told to send recorded letter to head office - this was duly ignored. This greedy unscrupulous company owe us thousands and trust me we have been patient but we should have had that money back 6 months ago. 14 days they promise!!!! Avoid them like the plague and if you are a victim like us report them to the CMA on the government website.”

Posted 3 years ago

“Like many others unable to get through on the phone after several attempts. Finally lost patience and hung up after more than 3 hours of listening to that torturous noise they insist on playing and the constant messages telling me I can amend my holiday online or on the App. Guess what TUI? I can't... No more booking holidays with shower, I'm done.”

Posted 3 years ago

“Disgusting customer service. Been trying for 3 months to get a refund for a holiday that was cancelled in December 2020 due to coronavirus. I made 3 separate calls to tui since December and each time I was promised a call back that I never got. I now fear the money I paid is lost. Please please dont book with them if you have concerns about your holiday being cancelled due to coronavirus please please dont book with them”

Posted 3 years ago

“After 21 holidays with TUI I can honestly say that TUI have hit the buffers. Booked a 14 night holiday at Timanfaya , Lanzarote but TUI refused to conform that we had been moved to a hotel which was NOT adults only and was NOT providing Privilege Package which we had paid for. There was also NO suggestion of a refund .our local TUI store re opened 3 days before our trip and the superb service by Karla at the rRetford branch meant she cancelled our 14 day holiday, rebooked a 10 day break and obtained a substancial refund giving us what we had booked in terms of privilege deal. If ever TUI close this branch the alternative of booking on line is simply not an option in view of the appaling service from anyone other than the local branch incidentatty the hotel Rubicon Palac lanzarote, to which we transferred was second rate at best.”

Posted 3 years ago

“Awful company that doesn’t care about customers. Paid £375 deposit for holiday to treat family as working for the hospital they worry so thought it would be nice. After having to self isolate for 2 weeks and TUI adding on over £600 for COVID tests I couldn’t afford holiday so wanted to cancel and book the following year. I was told it would cost me the deposit £1000 to cancel even though the deposit was £375. I expected to lose the £375 NOT £1000.I’m helping to save lives and I get treated like that from TUI so I am disgusted with TUI obviously they only care about profits and not how it affects peoples lives. I will not use TUI ever again, a few nurses at the hospital will not use them again now. I will let the local newspaper have the story as they are interested . Wouldn’t have a holiday with TUI if it was free.”

Posted 3 years ago

“My experience with tui as a company has been appalling start to finish. It all started when they decided to cancel our holiday without us confirming that we wanted to, we were simply emailing to see what would happen IF we cancelled. We wrote back straight after saying this is clearly a mistake and that we didn’t want to cancel. They told us this was irreversible and that the money would be in my account 8 days later... 2 and a half weeks after we haven’t seen that money. It’s one thing cancelling someone’s expensive holiday without them asking and only giving them 50% of it but it’s another thing not giving them the money. I wish for someone for tui to contact me and resolve this issue. They replied quickly anything to do with cancelling the holiday, but as soon as it’s anything about what they have messed up or that the money hasn’t come they don’t want anything to do with it”

Posted 3 years ago

“The are the pits. Could not even email or text to advised Disneyland trip cancelled in May. Nothing till end June when call came through about refund wanting bank details to refund if Disneyland repays them. Another yes you will be refunded They were given limited access account. No money to date 2 months down line. Don’t answer phones, emails. I can see why they don’t open stores terrified I would imagine. Why can’t they pay back into where funds came from. Working in date order to refund so how come holidays after mine have been told cancelled and refunds given. False information”

Posted 3 years ago

“Holiday cancelled for 23rd April and I'm still waiting for my refund of £8876!! This company thinks they're above the law! Never again will I book with these theives!”

Posted 3 years ago

“Avoid this company cancel our holiday due to civic 19 which I have no problem with but after over 5 hours on the phone. Emails etc can’t get our money back off them and staff firstly tell you refund in 24-48 hours that never happens then when you phone back staff are rude Avoid Avoid Avoid.”

Posted 3 years ago

“Was supposed to fly to Orlando on 10th April. We have had no communication other than a refund voucher 6 weeks ago which states we would receive the refund within 4 weeks. Still waiting for a response and a refund, yet they are refunding customers whose holidays aren't even cancelled yet. Their lack of communication and professionalism is atrocious. We had already booked with them for next year, wish I'd spent my money on a company that aren't thieves.”

Posted 3 years ago

“Absolutely awful company that does not value it's customers! Took our money happily on time for a holiday, Tui cancelled the holiday at the beginning of March and we still have not had our refund! We have made over 20 calls to them and fobbed off each time, even emailed the MD through Linkedin who clearly is hiding away unless it is too do a TV appearance to try and get more money from people to bolster up the company! Stay clear of these crooks!”

Posted 3 years ago

“Absolutely awful company that does not value it's customers! Took our money happily on time for a holiday, Tui cancelled the holiday at the beginning of March and we still have not had our refund! We have made over 20 calls to them and fobbed off each time, even emailed the MD through Linkedin who clearly is hiding away unless it is too do a TV appearance to try and get more money from people to bolster up the company! Stay clear of these crooks!”

Posted 3 years ago

“Just not good been looking at moving our holiday to the Maldives in November and the price has gone from £3800 each to £5600 each in a few days just going to get money back and book else where sad really we spend a lot of money a year with them every year we have three holidays a year,”

Posted 3 years ago

“Time for this company to go to the wall ..an absolute disgrace of a business. customer service, there is none. I'll not give this company 12 months before they are forced to close.”

Posted 3 years ago

“We were due to fly to Florida on 3rd Apr. We knew it would be cancelled due to Covid 19, but received no notification. In fact we received our E-tickets instead. I contacted them on 6 Apr and requested a refund and was sent a cancellation notice and a refund notification. The lady said it could take up to 10 days to be refunded. On the 6th May (4 weeks later) I phoned again as we still hadn’t received the refund. The lady said they didn’t have our account details and that was the reason, she said she’d filled out a BACS transfer form and would send it to the finance team that day. Again told it would take up to 10 days to process. There has still been no sign of a refund as at 22 May. I completely understand that they are dealing with millions of customers and it will take a while. However, this is unacceptable! If told it would take 8 - 10 weeks then fine, but this has not been the case. This was not a cheap holiday (circa £9,500k) and I would like it back. I will aim to ring again next week if it’s still not in the bank. I have always championed TUI and travelled with them frequently, however the handling of this situation in terms of customer service has been very disappointing.”

Posted 3 years ago

“We finally received £10k+ refund from TUI today 🎉🎉 for our cancelled wedding (due to take place 14th April). Whilst I appreciate there are people on here giving TUI a decent review by advising how hard staff are working and how people should be kind (which they should)...... TUI have acted in a completely unforgiving way to our family. We will never use them again! The damage done is irreversible in my eyes. If my wedding had just been cancelled, and we were told to wait for a refund 2 months+, that would have been acceptable. TUI staff told us we would recieve refunds within a few days, then stores closed, then no-one contacted us, then no phone calls were answered by TUi, nor were any emails. Until, I went international. First I got email responses from both India and Germany (but not the UK) within 1-2 days. However these responses were only apologising and advising they and forwarded my email onto the UK to handle. Still unhappy and 6 weeks after promises of a 3/4 day refund, I decided to send an email to a few directors I could find details for online. Finally I received a call, a lovely lady, but just too little too late. Advised she was senior management and would ensure our refund was processed. Unfortunately, due to skeleton staff etc, TUI didn't have great contact between staff (home working) and other departments (accounts teams). After a further 3 weeks, being told our refund would hit our bank in the next 3/4 working days. TUI realised they didn't have our account details right, so when they confirmed the refund had been sent to our bank, apparently it was bouncing back. Anyway the lady that called advised that their accounts dept would call us to process the payment on Monday, we recieved the money in our account today 48 hours later! For me, a "Bride" should not still be chasing TUI 8-9 week later for a refund on a wedding day. This was so much more than a holiday. It was a day planned around 40 years of me dreaming. No, the cancellation wasn't in TUI control, so it wasn't their actual fault. However, THE WAY IN WHICH OUR SITUATION WAS HANDLED "WAS" WITHIN THE FULL CONTROL OF TUI.”

Posted 3 years ago

“I do not think Tui even warrants 1 star. My cruise was cancelled,I understand this and that is not the problem. The problem is I want my money back. I entered into a contract with Tui when I paid my deposit. This contract states if the cruise is cancelled I get a full cash refund within 14 days of departure. What a joke. I spoke to a chap called Dan on the phone a month ago and said I wanted a cash refund not a voucher. He said this was not a problem I have now been sent a voucher which I received this week. There is a number to call to get the voucher changed to cash but no reply. The last 2 afternoons I have come home from work, I am a NHS worker, and have spent more than 2 hours in a queue waiting for my call to be answered but to no avail. All I want is my money back, is that too much to ask. This is causing me more stress than working at the hospital during the COVID-19 crisis. Please Tui answer your phone. I have to work hard to get paid and I have gone without things to allow me to save for the cruise. Tui by not being forthcoming with my cash refund are being deceitful, dishonest, and criminal in their actions,or lack of them and should be ashamed of themselves. Your customers will not forget this dire experience they have witnessed from Tui”

Posted 3 years ago

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TUI UK NewsRoom is rated 1.8 based on 126 reviews