Name: TUI UK NewsRoom
Rating: 1.74

“Terrible Service, just want to take your money and dont care after”

Posted 4 years ago

“I booked 3 rooms for leaving middle of August, and they cancelled on the 21st of July. They sent another email cancelling again the same booking on the 27th of July. Today the 30th of July I still did not see my money back. What is worst it is its awful customer service, where you need to wait minimum 30 minutes (I waited 1 hour and 10 minutes the time before), and still they said they were unable to confirm all the refunding. I have to wait other 10 - 14 days from now. Where is my money? You ruined my holidays, at least give me my money back now. Disgusting.”

Helpful Report

Posted 4 years ago

“I know it's a tough time for Tui and all travel agents and those in the industry so I write this reluctantly. Seemed like I was getting a good deal as an NHS member, additional £100 discount and all. Booked a holiday for my family to Gran Canaria to leave this Saturday. They have cancelled it (although flights are leaving for same destination the day before and the day after).... it's disappointing but ok I accept this too. What I can't accept is I have wasted 6 hours in last 3 days trying to get through to someone to get my refund. Although they cancelled holiday, it is not cancelled on their system so I have to call them to cancel on the "Heroes" helpline - this helpline has atleast 90 minutes of wait time. I terminated my call at around 90 minutes 3 days in a row because I have patients to see. I got through on another number within 30 minutes but to get my refund I have to speak to the "heroes" helpline... what a joke? discount for "heroes" but treated far from it once you've paid... I'm still on hold , 7 hours total waiting time in 3 days and no end in sight... hopefully I get through before I have to deal with patients (in 86 minutes time... )”

Helpful Report

Posted 4 years ago

“Unprofessional, unresponsive, no longer an A listed travel company, do not put your money or trust in TUI. We submitted a complaint to the TUI rep in Majorca on 13th July 2021 and still haven't received an acknowledgement or receipt of our complaint. All emails from customer service have all been returned undelivered. £20 testing bundle per person was advertised but not able to access, incurring significant costs up to £1000. No support or guidance with the Covid testing requirements, as Government Guidelines changed. Flippant response from customer service, 30 hours prior to departure, to amend booking free of charge online, however when tried we were asked to pay an extra £4000. Unable to check in online so unable to provide requisite information for passenger location forms. Wallet, with cash credit/debit cards and other personal possessions left on TUI coach, reported within minutes, stolen and no assistance with investigating theft. Unable to draw out cash caused embarrassment and requirement to walk 4 miles to local Police Station to report theft. Unsuitable accommodation, with two 15 year olds on sofa beds, hotel unable to rectify. Crowded pool area with no social distancing being adhered to for sun loungers. TUI are undermining the hard work that is being done by the Spanish staff at the Holiday Village. In my opinion this hotel was oversubscribed causing Covid risk to all. Many holiday makers received Covid isolation alerts in the hotel, which can only be a consequence of TUI's poor and inadequate health and safety with regards to Covid. We totally appreciate that Covid has been hugely challenging for organisations and companies, however if TUI are not willing to listen to customers feedback and complaints how can they ever rectify the errors or improve their service. Dawn Hughes”

Helpful Report

Posted 4 years ago

“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”

Helpful Report

Posted 4 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.”

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Posted 4 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!!!”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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.”

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Posted 4 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.”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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”

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Posted 5 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!”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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!”

Helpful Report

Posted 5 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!”

Helpful Report

Posted 5 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,”

Helpful Report

Posted 5 years ago

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

TUI UK NewsRoom Reviews