Tuiholidays 

We called into Tui branch Lord Street Liverpool for last minute holiday.Molly was excellent and patient helping us with the booking very informative with a smile

Decided to book my tui holiday at the Alfreton branch. Good move, the staff where most helpful and Vanessa couldn't do enough for me. thank you Tui.

I paid for seats 7A 7B 7E 7F to allow my children to look out of the window with one parent with each child (both out bound and in bound) which was changed by TUI.

I contacted TUI they advised me that the aircraft had changed, which was not the case it is still a Boeing 787 Dreamliner (Outbound) and Airbus A320 (Inbound).

They change the seats to 15A 15B 15C 15D, which puts one adult in the isle and could not change my seats to something similar to what I paid for.

I asked for my £66.40 back and they advised that they would not refund me and there was no way that I could raise a complaint until I returned from holiday via the TUI online "After-travel" complaint form, as TUI do not have a complaint department and although there was a manager, he was in a meeting and I could not speak to him.

Dire experience with Qatar holidays
Dire experience with Qatar holidays
Website jumping about at time of booking . Called to discuss at the time . No help given .
Full cost of flight and holiday paid for at time of booking last June for a 5 star hotel for 10 days and flights to Thailand
Confirmation came through and omitted twin bed and breakfast request . Rang to make sure omissions included. Was told that was what I had requested and no changes could be made. This was not true.
Flight refreshments dire. One drink and inedible meal within an hour of take off and another drink and horrible lukewarm sausage roll type pastry an hour before landing. No other drinks offered for a 2x 7 hr flights to Thailand .
Supposedly a 5 star hotel booked in Thailand. Air con didn’t work - very poor shower water outflow - someone tried to enter room at 2 am and rowdy football type signing for 3 hours each afternoon at pool bar happy hour.
Hotel manager eventually moved us after 3 days.
Paid for airport transfers - discovered the day before return that the return transfer hasn’t been paid for
“Regular shuttle bus “ to beach was actually 4 bus transfers only each day
In the end had to pay extra for breakfast and transfers even though they were in the original on line booking.
Complaint to Qatar holidays had no effect
Will never book with them again
Beware

Tui seems to be going downhill. We have holidayed and cruised many times with them.
We have just received an email to say that we will be flying with a different airline, ‘Enter Air’ We chose Tui this time just for the flight as they operate a new fleet of aircraft. Enter Air fleet is average 18yrs old.
Having spoken to them they refuse to let us cancel and book elsewhere. The usual one sided terms and conditions. We are now starting to cruise out of the UK as it doesn’t involve a flight. Tui will be off our list of considered operators.

Had an excellent experience booking my ski holiday online with Tui Edinburgh St James with Lauren. Having had trouble booking on line, Laurent could not have been more helpful. She was very quick, efficient and helpful, polite, sense of humour, we were very impressed. Well done Lauren and well done Tui for employing a brilliant member of staff. We would have given 6 stars, but only 5!

After a 4 hour flight rammed in like sardines, the transit time was 40 minutes up the dual carriageway. The holiday at hotel Punta del Rey in Caleteria was good with a Spanish/French and British and Irish mix. Don’t expect Irish pubs and sports bars. It is a Spanish area. It was what we wanted although there’s a day trip to Los Christianos. We enjoyed our holiday. We’d been to Tenerife several times. A regular bus service to Santa Cruz costs €1.85 single. The trip to Masca was fabulous but there are others. We had good food, helpful local reps etc. It was a nice holiday.
Getting home wasn’t fun and our problem is known to TUI. TUI knows that evening flights to Bournemouth carry a risk that if delayed, bussing from other airports is possible and not unusual. Bournemouth Airport shuts at 1.30am!! Our 20.40 flight was delayed by 2 hours so we were diverted without warning to Gatwick and nobody talks to you once through security. TUI didn’t answer calls so passengers had to call relatives to ask and to rearrange collection times. We rang one of our daughters who eventually was able to tell us the reason for the diversion. We eventually got to Bournemouth at 6.00am not slept for 24 hours having been bussed from Gatwick. A taxi driver told us this happens “every other week”. So be warned!
Our daughter told us that she learned from one local rep that TUI’s failure to answer holidaymakers’calls is deliberate policy. It seems that once you are on your outward bound plane the contact numbers you are given are ignored. Local TUI shops ‘only sell the holidays’.

You have been warned.

Scammers...after you lose time to choose what you need,when you have to pay they increase the price...buy a lot...stay away

Can you believe that after booking nearly two years ago, TUI sent me an unapologetic email to say the holiday had been cancelled! I was taking 14 of my family away for 10 days to celebrate my 60th birthday and now after all this time and taking the full balance 4 weeks agon they have now cancelled it, completely out of the blue - it's disgusting and heartbreaking.

I am glad lots of reader review this site and comment accordingly. Don't you think it is a shame that TUI have no scruples or respect for their clients. I think I have found one response from TUI on the vast negativity that has been formulated about their company.
Avoid them completely, the after sales service does not exist.

Booked a holiday last weekend with decent flights which got us to the resort mid afternoon, 8 days later TUI moved the flight forward 14.5 hours (with no flight number or airline details) which meant we would lose a day and a half of our holiday and arrive in resort approx 5/6am!! No email us to advise us, I just happened to check on the app and noticed it. Personally I think we were lured in with good flights and then TUI changed then hoping we’d be ok with it! Then when I rang to try and sort advising TUI we couldn’t travel that late & we were able to be flexible with dates and airports all TUI did was try to charge us another £600 for flights on a weekday from another airport!!! I asked for a manager to be told they wouldn’t be able do anything. Luckily as TUI changed the flights by over 12 hours we could cancel and thankfully EasyJet holidays have come to our rescue with flights from Luton
Be careful and know that if TUI change your flight by over 12 hours you can be refunded in full with no cancellation charges… took them a while to tell me this information, only told me after they’d tried to charge me extra 🤬🤬

We enjoyed our family holiday.
However, the flight was delayed outbound and inbound by - 20 hours! After considerable confusion we were tranferred to another hotel for the night.
They offered us compensation, which was received. They also offered us £200 per person in vouchers which they DID NOT send. I have been attempting to contact them about this issue, which has proven futile and exhausting! I just found that they have BLOCKED MY EMAILS!
Very shoddy customer service, they could have been honest and explained that they could no longer honor the promise. Won't be using them again

This is would have been a 4 star review, but one-star events part-way through the holiday drops it to a two.
My wife and I took a week in the RIU Funaná in the middle of October to celebrate our 40th Wedding Anniversary away from it all in the sun.
Everything started out perfectly. The flight out was very good, with TUI doing things right. The coach transfer, check-in, and hotel room were also good. It should be noted that the hotel feels slightly ‘tired’, but work was going on the re-vamp the grassed areas.
Cape Verde does not have a lot of tourist attractions, but that makes it perfect for a quiet getaway. It seems to have a reasonable climate; usually being in upper twenties during the day, and lower twenties during the night. It can rain, and it was cloudy some of the time. When the sun is full you get a tan very quickly.
The staff at the Funaná were very good, being very attentive in the dining rooms. The quality and range of the food was also very good, but somewhat ‘samey’. The ‘themed’ restaurants varied from very good at the Kulinarium ‘a la carte’ restaurant to mediocre at the Mandalay Asian restaurant, the latter being more like an ‘all you can eat’ in the UK. In both cases we arrived at the advertised start time to find most others already there, and well into their meals.
The ’animation team’ were unbelievable. They would appear at the poolside for various activities, then change into other costumes to promote an evening activity, then perform for hours on the main stage. The only issues were the usual high bass used around the pool, and the ultra-bright backdrop screen on the stage that made some performers into silhouettes.
The pools were good and not very deep, getting even shallower near the steps. It is far too shallow for any diving, so be aware. There were plenty of sunbeds both at the pools and the beach.
The beach is a 400 metre walk along the rear perimeter, past the sister hotel. Although there is a bar set amongst the palm trees, there are no toilet facilities. For those, you need to head back halfway to use the facilities just inside the sister hotel rear gate. The beach itself is very spacious with lifeguards patrolling and setting the ‘safe’ flags. On the way to the beach, you pass the turtle conservation centre where they relocate turtle eggs until they hatch and then release in a safer environment.
However, after four days we both had tummy upsets with some diarrhoea; not bad enough to keep us in our room, but we didn’t venture far from the hotel. In conversation with other guests, it seems there were many dozens of others similarly affected. The hotel reception was totally unhelpful, and indicated they were unaware of any other gusts having problems. It is worth noting the hotel shop did not stock any medication for such events. The TUI rep was just as dismissive when we mentioned the issue to her; denying she was aware of any problems, despite us knowing other guests who had raised it. The rep did say, if we thought we had food-poisoning, there was a doctor ‘just round the corner’. It didn’t seem that bad to us, although one guest apparently spent hours in hospital. Having said that, with no real improvement after three weeks, my wife went to her GP, to be diagnosed with E-Coli. One holiday present we didn’t want!

Update on my last posts. (see below)
Finlay got some communication from tui.
''We have looked at your case and have refunded you the cost of the day you missed and have therefore closed your case''
This is once again not true, I have been given back the cost of one day and one night, We lost two full days and two nights. Tui can clearly not work out that arriving late Sunday night instead of Friday evening adds up to two. There was no mention of the rooms which we had paid for not being available, or the £200 pounds each for my family and I, in vouchers promised and not received, via email 3 months ago. It seems that our case has taken three months to get to the top of a very tall pile of complaints and somebody has not read the detail and just spent 3 mins looking at it, only to deduce that we have had some money back so they will close it. shame on you Tui.
They did point out again that the flight delay compensation for 48 hours was nothing to do with them as they had used a third party airline and not a Tui one, once again not my decision I booked with Tui
Still have not received anything from this airline.
The real thing that gets me is still no apology for charging me and my family £3,500 for 4 days in mallorca, in the worst rooms in the hotel. Once again shame on you.

Just an update on my last post, (see below). Still nothing from Tui, I think they work on the theory that unhappy customers will get bored and just go away. I wont, I will post every week until I have been refunded as promised, for my families 2 days and 2 nights which we paid allot of money for and did not get. In addition to this the delay compensation for our 46 hour delay, which we still have not got 3 months on. Why can't somebody call me, just to explain if any thing is being done? booking ref 16607778. I have tried calling Tui numerous times and after an hour of holding you just get cut off. If you call to book a holiday, you get through within 5 mins, strange that. My wife spent 15 years of her life working for Tui several years back and i have to say they were a very different company then. Unfortunately as they seem to own everything it is very difficult to avoid them and they know this. Their customer service and aftercare is shocking, from the in resort rep to the Norwich shop staff who told me ''as you booked on line it was nothing to do with them'' although they did ''feel for me'' and the other passengers on the same doomed flight who had all come in to the shop and presumably told the same thing. Unbelievable, I'm sure it says Tui on their uniforms. Tui Wake up and do something!!!!!!!

Last months post
More lies in the press and no contact. This is a follow up to my last posting. Just to refresh, stuck at airport for 2 days, and when we finally arrived in resort 2 full days and nights late, our hotel rooms had been allocated to somebody else as we were two days late. Tui sent us an email while were at the airport saying we would receive 2 full days refund and my wife myself and the kids would also receive vouchers for £200 each. To date we have revived 1 day refund, and no contact what so ever nearly 2 months later, despite writing to them via there web site every week. The lies I am referring to relate to the piece in a national newspaper about our doomed flight, in which a representative from Tui commented that " Tui were very sorry about the situation and can confirm that all passengers were given accommodation and food etc. This is a total fabrication, I have an email from Tui sent whilst we were at the airport stating that "no Hotels were available in the area of the airport, and we were to arrange our own accommodation and claim back any expenses incurred to the tune of £150 via the web site, we had to drive home and stay there for 2 days. As you can imagine my young children were beside them selves. I sent in receipts for food etc and once again nothing. We went to our local Tui shop and were told " oh you were on that flight" (seems to be infamous) unfortunately you booked on line so we cant help you, please write to Tui via the website. Here we go again. Tui If you are reading this Ref 16607778, all I am asking is for somebody to contact me and tell me what is being done. I would really like a full refund for this absolute shambles however at the very least my money returned for the days we spent at home not on the Holiday, which we paid a considerable amount of money for.

PS: This is the actual line from the news paper
A TUI spokesman said: ‘We would like to apologise to customers travelling on LAV5480 from Norwich to Palma which was unfortunately delayed due to a technical issue with the aircraft.
‘We have refunded impacted customers for two nights of their holiday, along with providing overnight accommodation, meals and refreshments as needed.

Date of experience: July 29, 2022

Booking procedure was good. However, i had serious problems from the point of arrival at Tunisia Airport and at my resort hotel and to my dismay found that the so called TUI 24/7 app was totally useless, and all the TUI resort rep could do was apologize but could offer no help whatsoever. In short, my family and I were left to fend for ourselves. The hotel was not of the standard TUI advertised, not 5+ star but more 4 star at best. We learnt the hard way that Tunisia was not a place the Brits should go especially when you have no support from your tour operator [TUI]. I advise caution when booking through TUI.

I had not been on a package holiday for a long time and have to say Tui were amazing. Great service & flights. I would use them again

Went to Rhodes for a week - flew from Manchester. The flight left three hours late.

Last night flight back was cancelled - what was the real disgrace is nobody from tui spoke to us.

Dumped us in a fleapit hotel which we have to check out by 11am. Still no communications.

Firstly, hotel in Rhodes (Atlantica Village Kolymbia) was great (food was a bit bland - but rest of hotel lovely). Hotel staff amazing. TUI flight out of Birmingham was ok. TUI reps were largely invisible - and to be fair to them, almost certainly were on their first assignment after leaving school... they had little/no experience & were pretty unconvincing in their customer interaction.
Now onto my gripe - our return flight home cancelled just as we were about to travel to airport. Luckily we could stay an extra night in the same hotel - else we were sleeping rough. (again hotel staff were brilliant). Our flight was eventually rescheduled >21 hours late - told by TUI that we were entitled to compensation (confirmed again on flight home by flight crew). Apparently Birmingham airport had run out of fuel (or at least could not fuel the aircraft) and the flight crew had gone 'out of hours' - no replacements available. Fair enough - stuff happens. THEN after we have reached home - TUI decide that we are not entitled to compensation as this was 'exceptional circumstances' and have not responded to our request for refunds of our out of pocket expenses including excess parking charges at the airport.
Have read other much more disturbing stories than ours on Trustpilot here - sorry to hear them and truly disappointed that there are so many.
Customers may not always be right - but they always have the money that is paying your wages.
So long TUI - you used to be great - but I think you're finished....

On arrival to Melbourne international airport at Florida accepted by Alamo car rental which was booked through TUI. No problems till we got home when they took out an additional £900 on the credit card for car rental when this money was paid to TUI. We went in July/August and TUI still won't respond to emails. Alamo has contacted (they say) TUI but have had no response.

This should be NO stars.
The customer service just does not exist, they say they will get back in 28 days, well I contacted them early July 2022 about our traumatic first night at the Best Tenerife Hotel 24/06/22 which included the Death of a person we tried to revive.
The fact that I had to run down two flights of stairs to see why the hotel staff had not come with the defibrillator only to be horrified the hotel staff didn't know how to open the defibrillator box (and to be honest neither did I as there were no instructions anywhere) I had to force my finger tips in the small gap between the lid and base and eventually rip the top off.
We asked to see a Tui rep and was told they don't come to the hotel on a Saturday even though the timetable stated they did.
When we spoke to the rep the next day and told him what had happened he just looked up from his mobile and said "o was that you", we told him we wanted to change hotels and all he said "I can help with that" and went back to looking at his phone.
I will end this here as there is far more things that happened and all were reported to TUI.
I'm still waiting for a reply.