Tuiholidays 

After our daughter finished her A levels, she and her boyfriend made the bad decision to use Tui for their first holiday together.

They booked a holiday to visit Disneyland in Florida, we suggested they book a package holiday to be safe should the flight have issues, post Covid…
Unfortunately, they did not read all the small print and failed to spot the fact that they needed to be 21 to book into the hotel that the package contained.

The TUI booking process failed to stop or warn them about this age restriction, despite taking their passport details which includes their age.

We immediately contacted Tui and asked if we could amend the holiday and use another hotel that Tui listed for a similar cost.

They promised to call us back on two occasions but never did.

After calling TUI on many occasions to try and get this simple hotel amendment done, all they would offer us was a complete booking cancellation at the full cost of the holiday.

Tui was completely un-helpful and they told us that there was nothing they could do, they refused to tell us how we could make a formal complaint and refused to allow us to speak with anyone senior.

This company has no idea what customer service is about, most successful companies know how to treat their customers, after reading reviews about this company I presume they will be going to the wall in the very near future.

Tui sold our daughter and her boyfriend a holiday that they could not use due to their age, so now they have lost all of their money that they had saved up for their first adventure.

Never use these cowboys, they don’t have a customer services department and are not interested in the customer, avoid at all costs.

Not even worth the 1 star
On returning from holiday on the 1st June
I was involved in an accident involving the luggage the transfer coach driver was taking off the coach.
The tui rep completed accident form and I was promised it would be emailed over to me.
My foot was broken in 4 places and has resulted in me not being able to work or do anything for the last 6 weeks and will be the same probably for the next 6 weeks.
Tried calling tui all day everyday with no luck
Have sent numerous e mails, sat for endless hours on live chat and completed numerous complaints forms with still no response or no copy of accident form.
It’s disgusting poor customer service from a major tour operator and totally unacceptable

I Booked a holiday in February as a last minute getaway before i had my baby. When i booked the holiday pregnancy was going well and i was within the safe time frame to fly. I went to a routine midwife appointment to be told that the baby had a irregular heartbeat and i needed to be weekly monitored. Following this i booked a scan to check baby was ok and was then told that i had a low lying placenta. Looking into this i was advised by the hospital to not travel as i could hemmorage and possibly lose the baby. I straight away went into Tui to ask to ammend the booking to a later date when i had the baby but was told that wasn't an option. They would also not refund me. I have lost my money which was £1000 through no fault of my own. I think its disgusting that a company as big as tui would not let me change the date at least even if it meant paying more money which I was happy to do. I will never book with them again. I have emailed 3 times and contacted head office and they have not even bothered to reply. Very poor customer relations. I have now written to the newspaper as i feel so strongly about this.

Booked package of a hotel and flight to Madeira for myself and two friends. All paid the same amount but when we got to the Hotel , Hotel Madeira , we were all given vastly different rooms. One had a suite of rooms and a balcony , one a double and a balcony and mine a dark twin bedded room. I tried to complain but to no avail. TUI have blamed it on the hotel . This is ridiculous and I feel cheated.

booked a holiday that has taken me years to save for ,asked for a specific hotel that my 11 year old granddaughter and i spent weeks researching.there were two,one was plaza the other manhattan.the girl was really helpful to start with and when she read out the details i stressed the manhatten.she booked the plaza. i tried to log into there web site but it didn't work for a couple of days.eventually managed and that is when i found the mistake. i called them and tried to fix it but was told it would cost another £189.i tried to explain that when she quoted the price it was for the manhatten.This when it all went pear shaped she accused me of trying to get a cheaper holiday,which is a complete lie and she started to belittle me with false accusations.i was getting upset ,and when this happens i have a nervous laugh ,and she accused me of laughing at her and said she was leaving the call,which she did.i spoke to,what i was told was a manager who said it was all in the e-mail that was sent.to be fair to them,it was but right at the bottom after a lot of writing in very small righting and because i have sight problems i did not see it.message to tui please record the calls and train the staff to listen.i just hope all will be well when i get there

Got to be the worst holiday company out there. Just take the money - trying to contact them has been an absolute joke. Wanted to upgrade a flight only booking to a holiday giving them an extra £3k....after 23 hours of being passed around, I've actually given up and written off £2k ...thoroughly disgusted with their customer service....AVOID LIKE THE PLAGUE!

Atlantica Beach Resort Kos, Refurbish suite.

When my wife booked our holiday with TUI she specified a certain type of room (refurbished suite Atlantic’s Beach Resort Kos) and was told this is exactly what we would get.

So my wife attached a photo to an email and asked “is this what we will get” the emailed reply was YES. My wife told Tui “if this is not available we will book else where” we were assured we would get a refurbish suite.

We arrived at the hotel only to be told there are no refurbished suite’s available and was given an un refurbished suite.

Complained to the management and the Tui rep but to no avail.

Management don’t want to know and Tui are advertising rooms that don’t exist, please don’t make the same mistake we did and believe what you are told by a Holiday company that don’t care about lying to your face.

Signed completely lost faith in TUI

With all the bad publicity my daughter and I have just come back from a Tui package to Spain and cannot fault them.
Flight was exactly on time there and back.
Reps were at the hotel and very helpful.
Transfers were as they said.
Thank you Tui

A word of warning to all if you have booked a holiday to Disney and are expecting the 200 dollar Disney dinning voucher get it sorted before you leave as I am writing this in my hotel room having exhausted every option was assured the voucher will be handed to me by a rep never happened they tell you keep the receipts and make a claim in the UK total p##s take

Wouldn’t even give them one star. Luggage offloaded on way out to Tenerife as apparently plane too heavy, didn’t get it for 48 hours. Now journey back has been cancelled by 34 hours, no reps to advise what’s happening, don’t even know if we land in airport we flew from. Ok, put up in a hotel but not all inclusive. Waited for this holiday for so long it’s an absolute shambles of a company. Sure can see them go bust and will not be booking with them again