Tuiholidays 

Hi all
On arrive to Melbourne international airport at Florida my credit card would not be accepted by Alamo car rental booked through TUI to collect my car I contacted my bank who said my card was fine and Alamo need to check there terminal I was told if I don’t have any other cards I can’t have my car what was already paid for to TUI I approached a TUI rep asked for help she replied ITS YOUR PROBLEM NOT MINE AND WALKED OFF left me and my wife stranded and we ended up having to pay 240 US dollars for a taxi to our resort I went to the car are center at WDW the next day and picked a car up at no coat on same booking with ALAMO who had a chip and pin at a further 60 dollar taxi ride also I did not get my car for my 1st day charge I have filled out forms with the TUI rep at our resort and had no reply’s at all TUI this has been the worst experience I have ever had with a package holiday and you need to explain why you are treating customers this way
SHOCKING what’s gone wrong 😑 holiday of a LIFETIME wrecked

DON'T BELIEVE THE TUI LIES IN THE PRESS AND ONLINE...we're still awaiting any response at all from TUI regarding their 'cancelled' - then 'delayed for 2 days' flight from Norwich to Palma Majorca on 24TH JUNE! That's the cost of outbound and inbound flights for three people, missed days of holiday - even a week of unused parking at Norwich Airport (who say we should have cancelled our parking 24 hours BEFORE they told us that the flight was cancelled!!!)

As with the majority of reviews here it seems (the REAL reviews at least), TUI do nothing but avoid any kind of contact, have set up a phone system that always turns you back to a website that's designed to prevent you from communicating with them, don't respond to emails, totally avoid any responsibility once they've taken your money. The only alternative is to go via the financial ombudsman and the CAA in order to obtain refunds that should be generated as a normal part of trading.

TUI - and Norwich Airport for that matter - are using the aftermath of the lockdown to just rip their customers off. Don't let them get away with it.

I went to Croatia and booked to go to Venice for the day, on the hydrofoil threw tui very long day but worth it, gave our choices on boat water taxis to St Marks Square. gondola ride . Meal.and water taxi back you can chose any 4 of the above or none 3 of the 4 are ok but went to a restaurant as part of an organised excursion,23 euros per person, very basic food, 3 types of pasta in all tomatoe sauce, salad should have been on table but came when everbody had just about finished there meal cheap wine included, only just drinkable, miss this part of the excursion out and buy your own food, everything else brilliant and a really good experience. Reps very in formative and knowledgeable.

First night in Turkey went to have a shower and as soon as the water hit the screen it exploded all over me. Had cuts and shards of glass sticking out of me. Reported it to tui rep the next day and she put in an official complaint as did I when I got home still haven't heard anything back from tui and every time I call I get told someone will call it is being dealt with. This happened in May and still no reply. Absolutely disgusting customer service. I have photo evidence of cuts and scars I am left with and email from tui saying the received my complaint and a reference number with it and still haven't heard anything.

Wasted our money on a hoilday with cruise wife was bad for nearly a week through bed bug bites from rui reggae Jamaica we were knock out of bed at 5am for 2 hours to have room fumigation which they have denied this happened rep contacted tui in front of me then she was never seen again.
Cruise we were put in the dungeon level 2 even though we booked level 4 we wernt allowed to go into the stake or sea food restaurant as fully booked even when we boarded before we set sail same people day in day out disgraceful tui.
The flight each way we were denied more than 2 drinks ran out of food and toilets out of order on the plane apart from 1 at the back air stewardesses got captain to put on seat belts signs so she could get round with the trollys a elderly gentleman with medical problems refused as he qued for 35 mins so stewardess rammed her trolley into him to get past we have evidence of this. I asked for a bottle of water to take my meds only to be told no drinks or food left we were supposed to be all inclusive on flights hotel and cruise was 25 wedding anniversary and wifes 50th i can honestly say wife was wiped out in Jamaica due to the bites but food and drink excellent cruise waste of money moved us from our booked cabin floor 4 due to disabilities to floor 2 as they needed our room for someone else who was disabled to WHO NEVER PAID FOR THE ROOM They were bragging round the ship saying they regulars and get the room regardless its so wrong so whats the point of booking then and paying a premium the flights both ways had not enough stock for the journeys i think tui done it on purpose to save money.
I complained 2019 when we got back just before covid waited over 2 years for a reply denying anything i said saying its all wrong and we not entiled to a partial refund even though the girl who must have been sacked put in about the bed bugs and my wife should get her money back she never got a penny then on the cruise the person who moved us put on the system what had happened so i was entitled to my money back tui said they no nothing about it tui ripped us off of £4500 a holiday from hell newspapers next with photos and videos everyone sjould boycott tui

Do not use. Currently on holiday in Spain. Need to speak to rep urgently but no rep at hotel and number given for rep contact is unavailable!! Absolutely stranded!!!

Transfer to Airport didn't arrive
No private transfer arrived for us in Mexico so after panicking for 30 minutes organised our own private taxi AT OUR COST. Contacted TUI immediately on the App as no rep on site. All receipts emailed and still awaiting payment since 26 June. Constant emails and no response. Awful Customer Service.

Tui,the once great holiday company are in free fall. We have had many great holidays with them before the pandemic. Just spent £14 700 on a famiy holiday to Rinelas Hotel Crete. Total disinterest from Tui at the hotel. No contact from any Tui rep, although we know they have been to the hotel but without tellling us. We leave today after 2 weeks and NO email or text, even about pick up time. TIME TO LOOK For ANOTHER TOUR OPERATOR as many of British guests here have done already

Very poor service from TUI. No representative in the transfer to our Appartment. No regular visits from TUI; apparently the rep came on Fridays but the owner told us he hadn’t seen them for two weeks; there was no notice up to say when they might come. Had to go to local travel agent to book trips.
Return transfer, again no rep on the bus.
Flight delayed by 4 hours and no rep to explain what is happening.
Very unsatisfactory lack of customer service
I wonder how the request for compensation for the delayed flight will be treated

Very impressed with Tui holidays after our first time with them in July, following being let down twice by Jet2 holidays.
Loved the holiday so much we are going back with them in September.
Great Hotel, transport, and customer service.

Turned up at Manchester Airport at 04.30 am with my wife and 4 children for our two week holiday in Tenerife only to be told the flight was overbooked by 20 and there was no other available flights so our holiday is cancelled
I have never experienced anything like the attitude of the TUI rep he did nothing to assist us in any way and was extremely rude.
All our paperwork was in place and correct including our seat allocation that we paid an additional £142 so we could all be seated together only to be told we were going nowhere.
How can you overbook a plane by 20 passengers ?
I am lost for words due to the disappointment of a long awaited holiday
I would advise potential TUI customers to book with another carrier as TUI as a company are an absolute disgrace and looking at their reviews it’s seems this way for a long time
We booked TUI as we thought they were a professional organisation but found out to our cost what a shambles they are
Now it’s the hassle of getting solicitors involved to recover our money before they go bankrupt because when you operate like TUI there’s only one outcome and that’s out of business as word soon gets around on social media of their failings and shortcomings
Never again, it’s Jet2 going forward

First holiday in 20 years as a disabled traveller
We had problems from start to finish
No special assistance
Being talked over and ignored due to being in a wheelchair
Missing luggage
Asking a TUI rep at Palma for help and being ignored
Left sat in wheelchair in middle of Palma airport
Missed transfer to hotel
Wrong room allocated at hotel - TUI demanded another £178 to change rooms
TUI staff/ reps - Numerous emails calls and instant messages resulted in - not being called back as promised, free room change not honoured, my luggage was left at Bournemouth airport TUI refused to send on next flight ( to same area/hotel) as it was a Ryanair flight - apparently they won’t accept TUI luggage
I could go on - but you get the picture
Truly a horrible and scary time for a first time disabled traveller
I’ll never use TUI again and certainly wouldn’t recommend them

My partner and I were booked on a flight to Ibiza on 16th July at 7.40am.
Just before the flight was about to board 24 passenger names were called forward, including mine and my partners name.
We were advised that the plane had been changed at the last minute and 24 passengers had been put onto a later flight in the day. We were then advised we had been re booked onto a jet 2 flight at 6.30 that evening. We were given a day room at an airport hotel and given breakfast and voucher for lunch.
Tui rep at the airport explained that due to the length of the delay we would be entitled to compensation.
However when my partner filled in the online form we received an email back saying we were unable to process your claim.
This is totally unacceptable. We booked an early flight time as that we had a full 1 at day of our holiday. In the end we didn’t arrive in Ibiza until 11pm. We also paid extra to sit together on the plane which we never boarded.
I really don’t know what to do regarding making a compensation claim.

TUI are absolutely disgusting, our holiday hotel has got very bad reviews,spoke to a person called Marion who assured me she would look into it, and ring me back but no she didn’t, nor has she escalate it,had to ring again and no one knew anything about it,had to raise concerns again, I await there reply, we are taking our grandson who is autistic and can not afford for him to be I’ll, the hotel has got food issues and it is been advertised as a hotel with awards,when was this , maybe 4 years ago, the reviews say don’t go to this hotel have tried to change hotels but was told we would have to pay another 6K to move. Anne Ward

My case had been broken into, the case ruined and my Pandora jewellery, a watch and items of clothing stolen, I'm heartbroken they can never be replaced gifts from my family precious memories stolen and its impossible to speak to anyone Tui are not interested I'm so sad.

One star is a star too many. Tui you are an absolute disgrace, case went missing on trip from Manchester to Dominican Republic, case was found and arrived in Dominican 5 days later, the case is still at the airport because Tui reps cannot get their act together and send case to resort. Promises of it coming everyday never come to anything. The reps are all but useless. You have ruined a holiday of a lifetime. This will be taken further. I'd love to hear how this has been allowed to happen!!!

We traveled back from Ibiza on 13 July. Our coach didn’t arrive for transfer to airport. There were 6 people waiting. After 40 minutes someone in the group found out that the coach had left an hour earlier. The board at the hotel hadn’t been updated. Apparently the time change was on the app but I didn’t have access to this.
We had to get a taxi to the airport and this didn’t leave us much time to get through. A rep at the airport took our details and said we would be refunded in 48 hours. We are still waiting. Tui are virtually impossible to get hold of. Very poor customer service. I am a regular customer who is now looking at other alternatives

Had our holiday cancelled 7 June offered vouchers and compensation received neither. Contacted them over 50 times and customer service is appalling. Once they have your money they don’t care avoid this airline at all costs. Join Tui customer complaints page on Facebook and see the 1000+ negative comments

Holiday with tui was cancelled by tui several months ago after several phone calls emails approx 12 phone calls being cut off several times no replys to some emails feel my only option is to go to the small claims court

On 24th March 2022 i booked and paid for a Tui Holiday online, to go to Mexico and to stay at the Bahia Principe Akumal Hotel. I paid an additional amount for an adults area Deluxe Junior Suite. I checked the Tui online information regarding the transfer time as i never go on a coach if it takes more than 2 hours. It stated the transfer time would be 1 to 1 1/2 hours. So i was happy with that. On the 12th May my holiday began. The Tui flight and service was good and we arrived at Cancun on time. I went for the transfer coach and after searching through 25 other coaches parked in the car park and eventually found mine and boarded at 2:45pm. But was still sitting waiting on that coach at 3:15 when a Tui rep boarded and told us the reason for our delay was that we were waiting for the Manchester flight to land and it had been delayed. So he explained we would not wait any further and would make our way to the resort. He explained it would take an hour to the first hotel and up to an hour and a half to get to Bahia Principe Akumal. But that was not the case. The coach dropped off people at various resorts and one took us 30 mins to get through the gate and 30 mins to get out, as they were doing stringent security checks. The coach eventually arrived at my hotel at 6:45pm. I had as well as many others, been on that coach for 4 hours in total. We had no toilet facilities on the coach and was offered no water or anything. When i arrived at the reception at 6:50pm i was then told, that they did not have my room ready and i would need to wait for an additional hour in reception. I was not happy obviously about this but could do nothing about it. I eventually got in my room at 8pm. The next morning i went down to the Tui reps area and was greeted by a long line of complaining guests in front of me. So i waited 40 mins then eventually got to complain about the coach transfer time and the fact my room wasn’t ready til 8pm. The rep said she would investigate and come back to me. I wanted it recorded in writing so she sent me an email confirmation on the Tui app. She said everything was done through there and no one could use a private email address as i had wished for. On day 2 of the holiday, i went to the Adults only restaurant attached to the the adults only delux rooms to be told that the restaurant that was usually open for breakfast and lunch was now closed. So i went to reception and asked the manager why it had closed when i had paid for an adults only area restaurant. He told me that he had not enough staff so that restaurant had been closed indefinitely now so now we had to go to the family buffet instead. I again went to see the Tui reps and told them and they had no idea the restaurant had been closed and that no alternative adults only restaurant had been provided. So i requested to move hotels as i had paid for an adults only area with adjoining restaurant. The Tui reps referred me back to hotel manager and he knew we were unhappy with all these events that had taken place, so promised to try and get me moved to the adults only hotel Bahia Sian Kaan Hotel as soon as possible. I had to wait for another 4 days and my patience was wearing thin having no quiet place to escape the families and so i spoke to the manager again and said if i don’t get moved now i will go home. I had been there a week so far. That day he arranged a transfer to the new hotel but they had no Delux rooms available, what i had paid for for 14 days, so i had to go in a basic garden room. This hotel was excellent but had no beach or sea and was alot cheaper for guests than the Akumal i had paid for for 14 nights. After a few days i reported everything again to the Tui reps and asked for an email confirmation of my complaints so that it was recorded, for me to seek compensation on my return. I got these and thankfully took photos of them to as again they were attached to the Tui App. Upon my return from holiday on the 31st May i tried to phone Tui Customer Services to take up my complaints. A recorded announcement told me that there was no way to speak to anyone i had to raise a complaint form on the Tui App. 1 form per each separate complaint. So i raised 6 in total. I received an automated response saying i would hear from Tui within 15 days. After 21 days i had heard nothing so i went into a Tui shop and they said all complaints were taking up to 4 weeks for a response to wait a little longer. After 5 weeks of hearing nothing from Tui i rang the online bookings team and spoke to someone really helpful, who said they would check with the dept dealing with these online form complaints. After 10 mins she came back to me and said they have your 6 complaints and they will be dealing with them within another 7 days. So i waited another 15 days still nothing. I then raised another online form to urge my case and to my astonishment Tui had taken away access to my Tui app login. I could access nothing. 9 weeks on nothing heard at all.