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TUI UK NewsRoom Reviews

1.7 Rating 124 Reviews

18 %

of reviewers recommend TUI UK NewsRoom

Company Reviews

1.7

Based on 124 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

“I booked a package holiday with tui with a 7am flight fo only 3days no with no notification tui decide to change my flight to 2pm il now lose most of day 1.as by the time i get ther it will be around 7pm they give poor excuses . AND DO CARE ABOUTS COSTUMERS just pound notes please be aware when you book a holiday and flights with tui dont expect the to honour the deal you book..NEVER AGAIN WILL I FLY WITH THIS COWBOY OUTS FIT AGAIN.WORST THAN RYAN AIR....DON'T GET THESE PROBLEMS WITH OTHER AIRLINES...JET 2 IS THE FUTURE.”

Posted 4 weeks ago

“Suzi from Tui Tunbridge Wells branch has been extremely helpful in organising our holiday to Lake Garda. We are 4 widowed ladies who enjoying going away together & Suzi steered us in the right direction by finding us the most suitable resort & hotel. By”

Posted 1 month ago

“Could be the worst company I’ve ever had the misfortune of dealing in my whole life. Don’t put yourself through the stress. It’s only 1 star because it wouldn’t let me post with 0.”

Posted 1 month ago

“Booked a holiday, suddenly had the flights cancelled and given an alternative airport 150 miles away..(at my own expense) not a suitable alternative. After speaking to customer services (not in the UK) for over an hour, being passed to different departments and receiving 'I am not sure' answers to even their procedures... if I had flown out even 1 day later, the 'cheapest' amount they had managed to increase my holiday was £500. Even though they are cancelling, my discount at the time of booking was taken away, they were not transparent & upfront that I had to pay for alternative flights they said I would use. They made the standard room I booked not available and instead told me I had to upgrade even though I was leaving 1 day after. It was either pay this money, find another holiday or cancel. A 10% incentive is nothing when all they are doing is increasing your costs. There was NO compensation given for the inconvenience & time they have caused me, especially when I had already paid for insurance & planned travel etc... I even spent time & money on taking a trip to the local TUI shop to look at alternative holidays and was told they cannot help me as they cannot change my previous booking. I cancelled the holiday and was told it can take 7-14 days for the refund.. they were quick enough to take it but are not so good at giving it back. So in a rush to have a holiday during my time booked off at work, I have now booked with another company which is more supportive of solo travelers and with a hotel up the road from the one booked + an excursion + room upgrade, it was cheaper than TUI. Myself & my elderly father also had a summer 2023 holiday with TUI and unfortunately that holiday did not live up to expectations either. Even something basic like trying to get a question answered was impossible, a rude rep & a 24/7 service that was not there to help (which was reported to TUI but we never heard back). I would personally not recommend TUI they used to be a very good trusted brand by myself & my family but I have seen a massive decline. After this experience I will not be booking with them again.”

Posted 2 months ago

“Would just like to say a massive thank you to Lewis Zaworotko. He has gone above and beyond to make sure that our holiday booking was the perfect place that we wanted to go to. The patience and kindness he showed was appreciated and we ended up booking another holiday with him. I will always try and book with Lewis Zaworotko at TUI in Newport retail park. Please pass on my thanks for a job well done and look forward to booking many more with him.”

Posted 4 months ago

“Tui's NOT ALL INCLUSIVE as IMPLIED Booked ALL INCLUSIVE holiday in Rhodes, been to the same Hotel for 15 years as Half Board, brilliant Hotel, great staff, however this year I did ALL INCLUSIVE, it was far from ALL INCLUSIVE, complained to Tui on my return to UK, in my opinion basically appalling customer service, what was included in ALL INCLUSIVE was so minimal and fragmented we ended up having to pay for our meals and drinks every day, running into an unexpected cost of about £600, Tui refused to refund ALL INCLUSIVE charge, despite it not being used, I requested they forward my complaint to the office of the CEO, my request was not simply declined but REFUSED. While Tui may do some good holiday breaks at some brilliant location's I would STRONGLY suggest Do Not Do ALL INCLUSIVE, because its not. Now looking to go through ABTA or the County Court, why should the customer pay for something that was not provided as implied. Date of experience: 14 October 2023”

Posted 4 months ago

“Booked tui holiday for June 2022 in paphos TUI website stated all restaurants open and nightly entertainment, 3 restaurants out of 5 were closed, was no entertainment whatsoever, complained whilst away and upon return, was sent a voucher for £450, was expecting a cheque, the.voucher had to be used towards a 2023 holiday, my wife found out she had cancer in February, major operation in April. ,still having treatment, could not go away this year. Provided TUI with proof and asked for voucher extension, terrible customer service, would not help at all,”

Posted 5 months ago

“Absolutely appalling customer service. Still waiting for a refund for a holiday they cancelled! Told lie after lie on 6 different calls. They do not know what they are doing or saying! Never book with Tui!”

Posted 5 months ago

“Avoid Tui I tried for a whole day to amend a holiday I had paid only a deposit for and was not departing for 7 months in the future. I made TWELVE separate phone calls and not one person would help . In tears of frustration I had to cancel the holiday and lost over £300. To add insult to injury on trust pilot the only comment from TUI was that it was customer choice to cancel the holiday. It will be my choice to NEVER book with TUI again.”

Posted 6 months ago

“TUI CANT BE TRUSTED DISAPPOINTED IN TUI AS FAMILY OF 4  Further to a change in the plane TUI had planned to use. Our pre booked and pre paid seats were given away to another party that had decided to sit in them. The plane was utter chaos because of this group. We, a family of four, had to stand at the back of the plane for half an hour, carrying a 2 year old and an 8 year old whilst new seats were found. Not a great start to an expensive holiday.   We were offered £20 per person (we found out later the party next to us were offered £30 per person) as a refund to take alternative seats that we have booked and paid for. Being the nice family we are we accepted the offer, mostly, to help the over whelmed air hostesses. We even signed for this arrangement.   On arrival back to the UK TUI have not honoured the refund. The refunds that the air hostess had agreed and signed for on the plane at the time of the chaos. TUI are also not responding to our emails. The amount we are owed is small and from reading other posts there are people that have had much worse horror stories but it’s the principle. If you promise something, then you give it. Especially from such a large company.   Utterly disappointed. I am hoping that anyone else that has experienced the same treatment speaks up and continues to chase for what they are owed or due.   Don’t trust any promises made by TUI.”

Posted 6 months ago

“Myself and my partner unfortunately had to move our holiday to next year due to an unforeseen illness. We should have flown in one weeks time. The ladies in the Newton Abbot TUI shop have been so helpful in guiding us through a potentially stressful situation and sorted it all out for us. We have booked all of our holidays in store over the past 6 years as everyone is so helpful and friendly and it’s so reassuring to speak to someone face to face. They are a credit to TUI, we always recommend them to friends and we wouldn’t want to go anywhere else. Thanks to all at the Newton Abbot TUI shop and of course Head Office for agreeing to the amendment.”

Posted 7 months ago

“Me and my fiance have been flying with Tui for nearly 10 years now. We've never had an issue with them before until now! We recently got back from an adults only, all inclusive holiday to Croatia which was very nice. The issue I have is that Tui are LIARS!!!!! Our Outbound flight from Gatwick Airport was delayed by exactly 3hrs. It was originally scheduled for 14:55. It was exactly 17:55 when we took off. After returning from our holiday I put in a claim for compensation which according to their website has to be 3hrs delay, minimum, which it was. It clearly states that they calculate the length of the delay by when the doors on the aircraft first open at the destination end!! The flight takes 2hrs 5mins to get to Croatia Split Airport. The plane landed at 8pm (uk time) by the time the doors opened it was approximately 8:10pm. There was no explanation for the delay. Tui very quickly responded to my claim stating that the plane was ONLY delayed by 2hrs 37mins and therefore our claim was rejected! a) on what planet is a 2hr 37min delay acceptable without compensation? b) irrelevant anyway as the plane was minimum 3hrs delayed! We have been on 6 luxury all inclusive holidays with tui, 3 of those to mexico. We are loyal customer's of yours... is this how loyalty is rewarded? I hope you read this review, and I suggest you reach out to me, because I will be taking this matter further with the financial ombudsman and anyone else who'll listen! You rightfully owe me £350 in compensation. I suggest you pay up! Flight no. TOM4188 Date of experience: 04 September 2023”

Posted 7 months ago

“Give this company a wide Beth. Once they get your money they’re done with you. There is no TUI rep. at hotel they don’t send them now, everything is done through an app. which is not helpful when you arrive at your hotel 10pm and find they are putting you in the worst rooms in hotel. Next day after stressful conversation with hotel reception we were put in an apartment which wasn’t what we booked but more in the price region that we had paid for. Hygiene good in hotel mostly but room for improvement, myself & my sister caught covid for the first time ever. Definitely would not recommend booking through TUI for you holiday.”

Posted 7 months ago

“Poor customer service, asked them to change 2 names on our booking as 1 adult and 1 child could no longer go we asked to replace these 2 passengers with the names of another adult and child we wrote everything in the chat and paid the fee to get this done , when checking to make sure everything was fine we noticed they had messed up the booking by cancelling 2 child places they added an adult passanger to a child placement left the adult on the booking that was no longer going and cancelled 1 child that was still going on the holiday, I went into the local Tui branch to be told they could not help us I had to call , phoned straight away was told it would be sorted within 72 hours as they have to follow their procedures and as a good will gesture they would try to wave any charges this would occur they were told under no circumstances would we be paying any more money as they are the ones that messed up.out booking that has been paid in full since may, called back today to be told they still have not sorted anything (120 hours later) and they would need a further 48hrs before they could give us any answers, we are due to fly in 29days I told them that I was not willing to wait another 48hours as this is causing nothing but stress and we are worried that our 12year old daughter might not get to go if this is not sorted in time, I told them I would rather they just refunded the full holiday, and we would book something else for the same date, to be told that this could not happened i would be charged all sorts of cancellation fees which I have refused to pay as again they messed up our booking, I asked to speak to a manager who basically told me he could not do anything and he hung the phone up on me!”

Posted 7 months ago

“If I could give 0 stars I would! Absolutely disgusting treatment from TUI. We landed in Turkey at 1.30 am, were transfered to the hotel to find out that our reservation was cancelled by TUI. 24/7 service was useless. After few hours on the phone I was told that nothing was done so far as everyone is sleeping at night and I should be more understanding -yes exact words! While I was sitting on my bags with my family on doorstep whole night! Consultants were extremely rude! Around 9am we were moved to some low budget hotel far away from place were we suppose to stay. TUI rep was not happy that I want to talk to her before her morning coffee! As we didn't wait long enough... Lack of empathy, so disrespectful and overall awful experience! Wouldn't recommend it to the anyone! In the end were moved back to the area we booked but still not what we paid for! We got some refund but our holiday was ruined by this situation. After everything we were told that they knew that our hotel was cancelled but they forgot to inform us about it and send us new hotel information... so unprofessional!”

Posted 8 months ago

“Really awful experience with Tui this time. Discovered that the hotel we were due to travel to (Riu Vistamar) had a serious norovirus issue. We contacted customer service multiple times before travelling and were told categorically that there was no illness and that they couldn't/wouldn't change the hotel for us. 3 of our party of 7 fell ill and our 6.5k holiday was ruined. We asked for compensation but were told no! We asked for transcripts of all correspondence but nothing came, we have now taken our case to the Tui legal department but have had no confirmation of our email complaint or been told what is happening. Absolutely disgraceful service.”

Posted 8 months ago

“We were meant to be going to Mallorca on the 31st July 2023. Unfortunately, one week prior to flying I had to have an emergency operation due to an underlying health condition and we were unable to go. I rang up TUI and asked if I could postpone the holiday by 4 weeks. I was told I could and that this could all be processed online. I went online and transferred the holiday to 4 weeks later. I imagined that there would be some TUI fees to pay but how wrong was I. The cost of my initial holiday was £4.5K. The cost to transfer the holiday was also circa £4.5K making a total of £9k to pay. So basically a £4.5k fee. When booking the holiday initially, TUI would ring me for payment and send nice emails etc. When I needed something from them, my phone calls went unanswered and my emails (to a specific person) were not returned.”

Posted 8 months ago

“Booked a holiday with third party that uses TUI flights Arrived sat 22ND July to check in for flight TOM7650 only to be told that my husband and I are overspill along with 7 others. There's no room on Flight for us. So so THANKFUL to JET2 who had room on their flight for us. £546 extra which we upfront. BIG BIG BILL COMING YOUR WAY TUI. YOU DONE NOTHING TO ASSIST US AND THATS ILLEGAL”

Posted 8 months ago

“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 8 months ago

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

Posted 8 months ago

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TUI UK NewsRoom is rated 1.7 based on 124 reviews