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TUI UK NewsRoom Reviews

1.8 Rating 125 Reviews

18 %

of reviewers recommend TUI UK NewsRoom

Company Reviews

1.8

Based on 125 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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“TUI and the old man. TUI- sounds chewy but spelled tea ewe eye Seeking some post lockdown distraction, I felt like a little holiday action and being a kind of sea loving fella i signed up for a trip with TUI's cruise line Marella On boarding ship it was easy to see TUI'd invested much in technologie. And like many another I fell under its spell until I discovered -um -it didn't work very well. And hordes then aboard will their grandchildren tell, among memorable events was the QUEUING from hell. Endless hour after hour waiting in lines that snaked deck to deck like long jungle vines , and irate fellow passengers took time to tell me , it was all the fault of the technologie, and I heard from some loudmouthed, wisecracking fella that TUI should alter the name to the QUEUES line Marella. Disembarking at Marella's Newcastle berth and arriving at a town a fair way from Perth I decided to write to TUI's customer care, not a wild tirade which would be unfair, .but a reasoned account of where things went awry and settled down to await a reply. A month elapsed without ever a word and thinking this a bit absurd I'd try dropping a line to " the man in the know" and I wrote to TUI's C.E.O., A man of courtesy and of action when dealing with customer satisfaction. Guardian of all things tea ewe eye he'd be sure to ensure I received a reply. So I sent off my screed , waited just as before and waited, and waited , then waited some more Then many weeks later from out of the blue, there came a 'phone call from a lady from TU' who offered a pittance in compensation , a sum that would shame a "skint " organization. Totalling £57 , 50 for two full sleepless nights while fighting the elements a sliding door to keep tight. Which with every rough wave shot backwards and fore , letting into the cabin the storm wind's roar'. Add the time spent in the long queueing lines then the further hours unto cabin confined. Banished to a place where I'd no need to be. And the reason?- You guessed it - The technologie. I may be getting quite ancient but my counting's still nifty and figured TUI's offer way under an hourly £2 . 50. At first I accepted just -so to speak - close the book, but on reflection decided this let TUI slide off the hook. So I requested that TUI raise their game a few notches and donate the lot to a Sick Children's Hospice. But TUI no further pennies would proffer and instead were now withdrawing their offer. And there things remained for many, many a day until........Glory Be TUI sent an e-mail my way, Short , succinct and spoken directly. Was there a credible word? Well- they spelled my name correctly. While this in itself would have caused little friction I became annoyed when TUI resorted to fiction. According to their missive TUI was able to trace, an event aboard ship which never took place. So I wrote re TUI's imagination asking for evidence of this fabrication Many long weeks later , again from the blue, there arrived a further e-mail from TU' which never denied they'd told me a whopper but sought to reinstate their original offer. I answered with words of disdain and displeasure having no interest in TUI's parsimonious "treasure". Pointing out TUI's e mail- being untrue -was of greater concern to me and it SHOULD be to TU' Within a few hours I received a reply. Was TUI Embarrassed or bashful? My Eye!! But this letter now said I must desist and go and refrain from troubling TUI so. And I'd get no answers in form or style from Britannia's shores or Erin's green Isle. And just to add a little insult to bother this was penned by TUI's fiction scribing author. While TUI may have riches too great to mention . I'm an octogenarian with an old age pension . And though far more than TUI I have cause to be thrifty I've donated more to the Hospice than TUI's fifty seven pounds fifty. And should it cross TUI's mind that they could have handled things better, all they ever needed to do was answer my letter. Charles P. Connor”

Posted 1 year 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

“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

“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

“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 6 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 6 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

“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

“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

“OPEN LETTER TO TUI'S BOARD OF DIRECTORS. Subject [Ticket 7700458] Since being "caught out" in a false statement sent to me via your Directors Office , TUI have closed down all communications leaving me with only this method of bringing my concerns to your attention. Having sailed on a disappointing Marella cruise , my abiding memory of which will be the long lines of very disgruntled holidaymakers required to wait for many hours in near static queues on , in my case, four occasions. I was also twice unnecessarily confined to cabin for further hours , all courtesy of digital technology which largely failed. On return I wrote to TUI's after travel department re. TUI's apparent overreliance on technology. ONE HUNDRED AND FOURTEEN DAYS LATER TUI sent an e-mail assuring me that that TUI was looking at the issue of queuing as a matter of URGENCY. While this answer was not credible and only makes TUI appear ridiculous it is otherwise harmless. However a following passage made reference to an event aboard ship in which I was allegedly engaged and of which I knew nothing. I queried this work of fiction and SIXTY SEVEN DAYS later I received a reply from TUI's Directors Office which never denied that TUI's previous answer was untrue, neglected to say whether responses from TUI were credible, accurate or honest . Only that they were APPROPRIATE. As these imaginative replies were sent from the TUI Directors office do TUI's directors consider incredibility and contortions of truth appropriate responses to customer's legitimate concerns? Charles Penman Connor”

Posted 1 year ago

“Awful company. Issues whilst on holiday. reported to TUI. TUI response is to to ignore - they just don’t care”

Posted 1 year ago

“TOM344 - 20th July 3022, from Sheffield to Turkey. Flight Cancelled after 7 hours waiting, from 4pm to next day 1am. All kids baby slept at airport, no TUI staff showed up. They just sent a few emails to let you know the flight changed to next day night. Wasted everyone's time, and just offer £150 voucher. We don't need your voucher! Please Do the refund! TUI destroy our holiday, very careful if you look for an inclusive holiday, do not trust TUI. TUI need to full refund for all our costs. Terrible experience!”

TUI UK NewsRoom 1 star review on 21st July 2022

TUI UK NewsRoom 1 star review on 21st July 2022

Posted 1 year ago

“Aggressive company in all areas,after service abysmal and not responsive or able to communicate with their consumers they rely on social team on social platforms to buffer the mass of enquiries including after travel complaints,they are reactive rather than proactive,time management of resolving aftersales complaints effectively shows poor time management,disorganised,over priced misleading holidays,fail to deliver what they offer-refunds not applicable with this company they would rather advise customers to “seek third party legal advise”than look to resolve.I will never use this company again for holidays”

Posted 1 year ago

“Just to let you know that my wife and I had a lovely holiday and it was all thanks to your lovely rep Debra Ager let me explain,we we arrived at Gatwick north 9am we went to the desk to be told we can’t fly as our covid passport had expired so it was explained that the nhs only grant one per email so only us could fly then your lovely Debra Ager suggested we create a new email for me which she done for me then we had to wait patiently and at 12 50 pm we got the reply back from the Nhs and our flight was at wait for it 1 30 pm that all happened in Gatwick North So thanks Debra Ager and Tui”

Posted 1 year ago

“Im so disappointed with Tui. Our holiday has been booked since 2019. Tui have cancelled it twice and twice we have stayed with them. We are due to go this June and want to change our dates. My hubby rang to check this was possible as he was awaiting test results and we wanted to know the latest we could change dates. On the telephone we were told upto 2 weeks before departure! Tried today to change to the 21st June from the 7th only to be told it will cost us £1017.00 ontop of the new holiday price in amendment fees!!!!!!! They can see the notes from the telephone call from an overseas adviser and have said they will be corrected on correct procedure but its tough for us the amendment fee is £1017.00. The new holiday price in itself is an extra £1000 which we were willing to pay! Really not happy! Will never book again with Tui!”

Posted 2 years ago

“II's easier to get a reply from a serving prime minister than Tui's After travel department. I am eighty years old and have only once written to a government minister, namely Tony Blair in year 2000. I didn't really expect a reply but Mr. Blair duly responded. Contrast this with with my ongoing attempts to obtain a reply from TUi regarding what should have been an enjoyable break spoiled by Tui's over reliance and seriously misplaced faith in digital technology. Resulting among other things, in queuing , along with a huge number of other people, for endless hours, to unsuccessfully register results of Covid 19 tests. Over the past six months I've sent five letters to TUI four of these to TUI CEO directly. The only correspondence I've received from TUI was a very short e-mail which had all the credibility of an Aesop's Fable ,neglected to address most of my concerns but assured me that the matter of queuing which I'd brought to TUI's attention ONE HUNDRED AND FOURTEEN DAYS PREVIOUSLY was being looked at as a matter of URGENCY and making reference to an event involving myself that NEVER OCCURRED. This only servers to make TUI appear foolish at best. If a serving Prime Minister can find time to send me an answer to a query I'm sure the CEO of a holiday firm can do likewise. Incidentally TUI can still find time to bombard me with holiday adverts on an almost daily basis”

Posted 2 years ago

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TUI UK NewsRoom is rated 1.8 based on 125 reviews