TUI Reviews 

Everything from viewing to booking is straight forward. Never had a bad holiday in any resort we've stayed in across many Greek Islands.

Very helpful and pleasant experience Thankyou

Amy helped us with our booking from start to finish she explained and ran us through everything she was very easy to talk to and kind. Amy really needs a pay rise for dealing with our group as there was a lot to sort from the holiday to travel assistance. Our holiday is all sorted and we are all very excited. Thank you Amy x

So easy to book and Darcey at Tui Jersey knew exactly what I was looking for . She is going to help us with our excursions too. Great experience .

The tui reps were allways on hand when we needed them.kept us up to date with our flight home.i found it easy to book our holiday online if we did get a problem about downloading our tickets or boarding passes we just went into the tui shop in town they were very helpful

During our stay at Dominican Republic in May 2026 my registered disabled daughter and I met with the TUI rep Ursula, who knew my daughter was disabled, to discuss issues with our accommodation. After my daughter left the meeting early visibly upset, Ursula made discriminatory remarks about my daughter in front of other guests. When we complained to TUI in the UK, they refused to do anything, and told us our only option was to take legal action against Ursula in the Dominican Republic. They refused to even reprimand her or make her take any training, despite Tui having a legal responsibility for their employees.

We were also promised a refund by the hotel because of issues with the accommodation which Tui still hasn't paid to us after after 3 months of waiting.

I have used Tui for a number of years, always a very good service

Very helpfull when i contact them about my luggage allwance thank you.

I’m a seasoned traveller (visited over 16 countries). I’ve booked with TUI many times previously and usually not had issues or only had small issues. However, a week ago I visited Bulgaria. The hotel supposedly came with a rep but I didn’t see her face for the whole of the holiday despite requesting this. Secondly, I don’t eat meat and I told the hotel this in advance and raised it with TUI. Instead I found meat 3 times on my plate because of the hotel inability to speak English, despite this food being prepared for me in the kitchen. When I raised this with the in resort team they asked me to raise it via the after sales team when I was back. I did this, and I’ve just received a phone call saying “I’m sorry this happened but there’s nothing we can do”. What a waste of time. If I’d had a meat allergy, and something had happened, they still wouldn’t have done anything.

The staff are very polite and willing to help with any questions I am have had. Always chat when not answering questions. Brilliant service.

Very easy to book through website.

Easy to book very straightforward. I’m hoping the hotel lives up to what is advertised as the one last year in Corfu didn’t buy a long Wife

Great service from Katherine at bramhall, took her time and was very patient and found exactly what we wanted.

We got a great deal on our cruise.
Tracey made the whole booking process easy.

Our daughter recently suffered a severe allergic reaction while on a TUI Lakes and Mountains holiday at Boutique Hotel Bauer, Saalbach, Austria, due to repeated food‑allergy safety failures.

We raised this urgently with hotel management, but issues continued. We informed the in‑destination TUI Rep, submitted a detailed incident report after returning home, and followed up a week later—only to be told it had been placed into the standard 28‑day complaints queue.

This means a food‑allergy safety incident involving a child is being handled as routine customer service, leaving an unaddressed risk for other guests with food allergies currently staying at the hotel.

I also attempted escalation via the TUI Director’s Office, but received an automated response directing me back to the same complaints form.

At this point, I am simply asking for this to be reviewed by a human Health & Safety or Supplier‑Quality officer, rather than an automated ticketing system, so TUI can confirm that an urgent safety review of this property has been initiated.

If TUI is unable to provide a functioning safety‑escalation route, I will need to raise this with ABTA as a formal Health & Safety concern.

Easily booked, good explanation of itinerary

Helpful staff in shop. Very knowledgeable .

As a fellow elderly and disabled patient who shared a hospital ward with one of your customers, I witnessed firsthand the profound and entirely avoidable distress your company caused a highly vulnerable lady mere hours before undergoing major surgery, following a heart attack.

For a company that claims to serve elderly and disabled travellers with a strong commitment to accessibility, your handling of this situation fell far short of those values.

This lady had suffered a heart attack, collapsed at home, sustained a complex leg fracture requiring specialist surgery, and was bedridden in hospital, separated from her family and in severe pain.

She and her family were not seeking to cancel their holiday; they simply requested a name change so that other relatives could still attend an important family wedding. They did what was asked of them and provided medical evidence confirming that she was unfit to fly.

Instead of responding with compassion and common sense, your team rejected the documentation because it did not explicitly state the words "heart attack," despite the obvious reality of her emergency hospitalisation.

Rather than escalating the matter promptly, your rigid adherence to procedure prolonged an already traumatic situation, forcing her and her family's hand to seek further evidence during visiting times, when essentially they were there to offer pre-op reassurance, yet were forced to usurp this precious visiting time pleading with your call operator having been instructed to request further paperwork from her consultant. All this pressure placed unfair additional demands on the lady, her family 'and' also the extremely busy hospital staff, who had so many ill patients demanding of their time, patience and medical assistance.

The result was absolutely devastating for all concerned. This poor woman who had faced immense physical pain and adversity with remarkable courage, fortitude and resilience was reduced to tears and overwhelmed with anxiety, just 'hours' before entering the operating theatre.

For someone recovering from a heart attack, this level of unnecessary stress posed a genuine risk to her health and should never have been allowed to happen.

The distress extended beyond her bedside. Fellow patients, visitors and medical staff witnessed the emotional toll this ordeal took, leaving many of us deeply upset.

Policies exist for good reasons, but they should never replace empathy, proportionality and sound judgement. Your staff had every opportunity to resolve this matter swiftly and humanely. Instead, inflexible bureaucracy compounded the suffering of someone at one of the lowest points of her life.

People rarely remember company policies, but they do remember how they were treated when they were at their most vulnerable.

I sincerely hope your company now resolves this matter with the compassion, urgency and humanity that should have been shown from the outset, allowing this lady to focus solely on recovering from her complex surgery, without placing any further unnecessary burden on her or her family.

I was discharged from the hospital last night, before she went for surgery this morning, but all this upset prior to leaving her in such a distressed state, laid heavily on my mind overnight and I cannot begin to imagine what a worrying, unsettled night she and her loved ones must have had, with all this additional pressure and uncertainty hanging over their heads, mere hours before going down for major reconstructive surgery.

I sincerely hope that Tui make this right in a swift, timely and compassionate manner, with minimum pressure and expectation on family to take any further action in terms of providing tangible evidence.

The facts speak for themselves and it is now time for rest, recouperation and healing.

We returned back from a nice holiday in Palma (PMI) on Saturday to find our luggage hadn't arrived. With the help of the baggage services staff at the airport we filed a report and within 48 hours our luggage was located - It turns out it was never loaded onto the flight.

Now, 4 days after we arrived, our luggage still hasn't left Palma.

I've tried to contact TUI more than once and they have been no use whatsoever - the member of staff who rang me back just glossed over it saying "apart from the baggage issue, was everything else OK?". They then offered to email me contact details for a department that might be able to help (which I haven't yet received).

Long story short, if you travel with TUI and experience any problems - don't expect them to be any help. Possibly the worst customer service department I've ever had the misfortune of having to deal with.