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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: Rated 1 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 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

“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

“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 8 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 9 months ago

“We booked our holiday in April to fly out on 1st July for a much-needed break. Unfortunately, in May our pet dog, Archie, became extremely poorly and we spent many weeks at the vets trying to get him better. Not thinking that this ordeal with his illness would extend into our holiday dates. Towards the end of June we realised that we may need to continue with Archie’s care and asked TUI if we could rearrange our holiday for a later date and was told that we were outside the 28 days to allow us to do this. We could either cancel the holiday or change names. Having booked in store at Corby, I asked if they would email exceptions and see if they would reconsider, confirming we had holiday insurance but it does not cover for pet illnesses. We also have pet insurance and we may be able to claim up to £800, but this is not confirmed yet. The response was the same, no help. With this in mind we arranged for family members to share the care of Archie so that we could still go on the holiday. On the day before we were due to fly Archie became critically ill, to a degree where we were considering we could do no more for him. Our Vets offered 1 last medication that could possibly help. We could not have gone this far without trying, and promised we would do everything we could to help him. This meant that we could not expect our family members to provide the care required and we understandably cancelled the holiday. As much as I understand this was our choice, I would assume that any owner of a beloved family pet would do the same. On the day we was due to fly, Saturday, I rang the TUI phone number online and they advised I should request that the store put another email together to Exceptions so I called the store and was told the manager, Clayre, was very busy and would call me either later that day, or the next day. Monday, having had no call I attended the store and Collette, who I had spoken to a few times previously said that she hadn’t been in over the weekend, so was not aware of the return call. Collette wrote the email to Exceptions while I was there and said she would call me when she had a reply. Later that day Collette called to say Exceptions have confirmed they still will not assist with any form of recompense, wait for this…… If we didn’t have insurance they may have been able to help????? I would like to understand further what was meant by this? Surely if there is a policy in place that would be able to assist us, we should be given the opportunity to have this investigated? After all, our insurance didn’t cover anything to do with pets. I called the online number again and they advised that I should ask the store to ask their area Manager to escalate, as having booked in store they should be able to escalate to a resolution (Why TUI Corby did not know this, and needed me to prompt them I do not know) Tuesday, I called Collette back and requested this. The same response came later, Area Manager cannot help. Wednesday, I pleaded requesting, maybe, the area Manager could at least offer us a discount if we rebook the holiday? Collette advised she had passed to Clayre, as she was going to be off a few days and Clayre would come back to me. Having had no call the next day, Thursday, I chased and was advised that Clayre had got the message, was in a meeting, and would call me. Friday, still no call and I write this with frustration ready to send. I understand that things like this may be an everyday occurrence for TUI. However, this has been an extremely emotional and testing time for us. All we ask is that someone maybe see’s a little past the black & white of terms & conditions, and perhaps goes that little extra mile, adds a small element of human emotion and actually takes the time to look into our situation. You must have an exceptions team for a reason. It’s actually quite hurtful that our situation is completely overlooked and obviously not deemed an exceptional circumstance. I would be keen to understand what TUI would actually class as an exception? If the request into our situation being looked at further by the exceptions team is then once again simply dismissed, I would like to know how/who to raise an escalation with. After sending the above to the store, asking Clayre to confirm there were no discrepancies in my account, I received a response from Clayre advising that the store would be able to provide me with a discount if I was to rebook with them. No actual response to content of the above. This discount turned out to be £100 off of the web price, and I was given a price to rebook the holiday. Having set out heart on this particular holiday and hotel, only available through TUI, we agreed we would rebook with TUI. The next day I attended the store a lady came out from the office and asked if I was okay. I noticed her name badge, Claye, and said who I was. The Manager of the store, Clayre, who knew she had a very unhappy customer, proceeded to say….Take a seat and I will get Collette to come and help you. I could not believe it, and it gets worse….. When Collette ran through the booking requirements the web price had gone up and was £125 more. She would not honour the price quoted to me the day before from her Manager, Clayre. I had to ask Collette to ask Clayre if she would honour the quote. When she returned the answer was no. We have rebooked because we have been looking forward to this holiday and hotel for so long and could not find anything that would suite out timings, budget, and holiday requirements, otherwise we would have booked elsewhere. We will, however, not be booking any future holidays with TUI and certainly not be recommending them.”

Posted 9 months ago

“Two weeks in Cape Verde, actually excellent while there. Flights however are a different story. Originally booked as at that time it was scheduled to be on a Dreamliner. Paid up the extra for the forward 'premium' cabin, for a bit more comfort on a six hour flight as my wife had recently undergone a total knee replacement. Some weeks later a refund from TUI appeared in the bank - no explanation accompanying it. After much to-ing and fro-ing we learn its no longer a Dreamliner but a bog-standard 767 ( no inflight entertainment) AND we are now seated in row 28. Ring TUI, and explain about the knee surgery and say its going to prove very painful to sit in a standard seat for 6 hours. TUI boast about their seating for 'reduced mobility ' passengers and move us to row 1, with a bit more legroom. Fast forward to departure day. Airport check in fine and called to the gate. Then told there's a mechanical fault with the plane and we have to wait for another craft, currently en route from Tenerife. Told they've added ,£10 to our boarding cards to get refreshments at the departure lounge - but TUI fail to mention that, in fact, only a couple of outlets actually accept the add-on to the boarding cards. Just as we finally found one that would accept it we're called back to the gate. Absolute melee at the gate. An officious TUI ground crew girl ( who looks about 15, but is clearly relishing her little bit of power) is strutting around. She asks to "borrow " our passports " for a quick moment " she bustles off and returns thrusting our passports at us before swaggering away to solve the climate crisis or some other major issue. We notice new boarding cards in the passports ( we still hold the ones seating us in row 1), and oh, look, we're now in row 11. The incoming plane from Tenerife is also a 767, identical in every way to the one they broke. I ask Her Majesty why the seats have been changed. With a smug smirk, she says " it's all in the Terms and Conditions to which you agreed when booking". I reply ",I daresay the t&Cs say you CAN but WHY?" Same smug smirk and the same statement is parrotted. "But WHY?' I ask again. "If you persist in pestering me, I will deny you boarding" she purrs ( oh, the POWER). Not wanting to be left behind I shut up. We finally board. Then there's a two hour wait, sat in the tarmac as some passengers have decided to give up, and not travel ( or maybe She Who Must Be Obeyed has denied them boarding, too) and their luggage has to be located and offloaded. Finally arrive in Cape Verde over six hours late. One coach, sat forlornly in the car park awaits us. " just get on it, we'll sort out where we're going once we leave" we're told. Miraculously, we get to the right hotel - at 2.30 in the morning. No chance of food and only the noisy sports bar is still open.”

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

“Great company if nothing goes wrong with your package holiday but any issues they quickly go to 1 star rating. I received an email stating our hotel TUI BLUE Atlantica Sungarden Park in Cyprus no longer will be providing a waterpark. Tui offered three hotels as alternatives. However, when trying to swap hotel TUI would only send a generic response. So I had to rise new emails referencing my original ticket number, each time they acknowledge the first email but ignored my reply. Web Mail for existing customers wouldn't even put me in queue and automatically closed my chat. But new booking you get an adviser in seconds. I phoned customer services multiple times to get nowhere. One time I was told the system was updating and another occasion after we agreed to move to Sunrise Oasis we was cut off. I walked into the TUI Store and the Manager requested we got a Callback from customer service. Guess what, a week later, no Callback as promised. This as been ongoing for three weeks and no closer to resolving. So it looks like we are forced to go on holiday without the main reason (Water Park) for booking this hotel. The local waterpark will cost us an extra €134 a trip. Shame on you TUI.”

Posted 10 months ago

“TUI is a utter joke and I don't mean in the funny sense of the word. TUI legal team are shocking, after a year of making a complaint and passed to their useless legal team who seem to think they can blame COVID for everything even auto replies via email not being received. And now today our complaint is rejected because they dont have a stool sample, yet we provide all medical info after my partner fell ill abroad thanks to food poisoning from the hotel. All of this evidence is still not enough for TUI and clearly has fobbed us off. Legal route it is then, but AVOID TUI at all costs, they are glad to take your money but when something goes wrong and even though you provide all of the evidence they don't want to know”

Posted 10 months ago

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TUI UK NewsRoom is rated 1.8 based on 125 reviews