TUI UK NewsRoom Reviews

Name: TUI UK NewsRoom
Rating: 1.77

1.8 Rating 149 Reviews

19 %

of reviewers recommend TUI UK NewsRoom

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1.8

Based on 149 reviews

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

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TUI UK NewsRoom 1 star review on 12th August 2024

John W

TUI UK NewsRoom 1 star review on 16th December 2022

Your Mother's Kidney

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

“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.”

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Posted 5 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.”

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Posted 5 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”

Helpful Report

Posted 5 years ago

“AVOID nothing but liars I’ve been waiting 5 weeks for a refund which they are illegally holding”

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Posted 5 years ago

“Using the coronavirus to profit I agree time to forclose and force TUI into administration No ethics or compliance”

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Posted 6 years ago

“Just come back from a week at akti beach Cyprus which was fantastic and want to say a massive thanks to Claire our TUI rep for going above and beyond when the island was closed down due to Coronavirus. She answered everyone’s questions and kept us up to date on any changes that was happening and made numerous trips back and forth to the hotel. Thanks Claire x”

Helpful Report

Posted 6 years ago

“after returning from #HMPSKANES I called the after travel team who have no knowledge of the issues despite the rep completing a complaint form in resort. https://t.co/Ju5iFcbTmr”

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Posted 7 years ago

“We booked a holiday to Tenerife through TUi every part of the holiday was great the hotel we booked was fantastic the entertainment staff were brilliant they did not pressure you to join in the activities but we joined in and they made it so much fun and we got to meet some lovely people and had such a laugh it made our holiday memeorable.”

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Posted 7 years ago

“If I could put zero stars I would... I have never posted a complaint before on social media but I’m so disgusted with TUI I feel compelled to do so. My parents booked a holiday earlier this year paying a deposit of £800. Two days before the final payment was due my dad was diagnosed with terminal cancer and was therefore unable to travel. This was something completely out of the blue - early diagnosis was mumps! My mum was clearly distraught and a call to TUI obviously wasn’t the first thing on her mind - something TUI can’t seem to understand. Instead she attended her local store (a few days after the final payment date) explained the position and was told the store would assist and contact the exceptions team for a refund. Nothing was heard so she attended the store again and was again told they would make contact with the exceptions team - apparently there isn’t a contact number for this specific team. In the meantime medical evidence was submitted to the exceptions team from my dad’s Oncologist who confirmed my father was terminally ill and therefore couldn’t travel due to treatment. Sadly my mum has been informed that despite the medical evidence TUI do not accept this to be a cancellation due to illness and will not refund the deposit. They are suggesting that fault lies with my mum as she went to a store rather than made a call.... customer services apparently do not appreciate that be it a store or online they are part and parcel of the same TUI company. I am baffled at the lack of compassion shown by TUI at what was, and remains an extremely upsetting time for our family. Needless to say we have made a formal complaint however based the interaction with TUI to date i have little confidence.”

Helpful Report

Posted 7 years ago

“Booked an all inclusive holiday on-line and everything went smoothly. Flight times were changed slightly but were given small discount which we appreciated.”

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Posted 7 years ago

“Poor customer service. Call centre in India very hard to communicate with”

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Posted 7 years ago

“holiday at an excellent price”

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Posted 7 years ago

“Last minute holiday - all good”

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Posted 7 years ago

“Booked with Tui for our trip to Turkey everything from start to finish went very smooth and had a fantastic holiday staff very professional and friendly would highly recommend Tui for all your holiday needs only downside baggage drop at airport very poor but overall very enjoyable”

Helpful Report

Posted 7 years ago

“Thomson was a good company but, since the takeover by TUI they have really gone down the drain... Not too bad if everything goes well, but don't expect any after-sales service when it doesn't. And, judging by the experience of MANY others, things go wrong VERY often! Complaints - even to their Directors and CEO - are routinely ignored. And, if one does, finally, get a reply, it is always in the negative! After using them many times for several decades, we will never use them again, after a recent 26 hr flight delay for which they are disclaiming liability for the £700+ we are due according to the EU Flight Delay Regulations. Check out their other reviews (including "TUI - Holiday Complaints Group" on Facebook) and you will see what I mean...”

Helpful Report

Posted 7 years ago

“Gave me what I had requested with minimum activity”

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Posted 7 years ago

“Their staff are always willing to help and never force you to purchase a holiday but give you excellent suggestions for your needs.”

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Posted 7 years ago

“We booked a holiday to Kefalonia and found the staff at the Peterborough branch of TUI very helpful and friendly.”

Helpful Report

Posted 7 years ago

“We booked a holiday with TUI and found on arrival that the room did not have the facilities, specifically air-conditioning, that was promised on the website. TUI were not helpful while we were away and refuse any liability. Completely ruined our holiday.”

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Posted 7 years ago

“With Tui now you only get 5KG carry on and cannot print out your bording passes unless you buy a seat. So for me as a carry on only passenger I now have to wait at check in with all the people with cases etc instead of going straight to passport control with my hand luggage. Just another way of charging for seats. This practice should be stopped. Its a false way of advertising cheap flights then applying hidden costs. I also wish Tui would stop the massive very costly advertising campaign with its horrid grinding music and instead give value for money travel allow boarding passes to be printed in advance without restrictions, 10 kg carry on and increase their business through a value for money good service.”

Helpful Report

Posted 7 years ago

TUI UK NewsRoom is rated 1.8 based on 149 reviews