TUI Reviews 

Really enjoyed the cruise on the marella discovery 2 ship the crew could not do enough for us the cabin stewards were really helpful and could not do enough for us the two who were our cabin stewards were lough neash and pradesh rathod our waiter's were nomen and ramos also shandra we have booked with you again for December over Xmas and the new year

Tui are a joke they are brushing under the carpet I was sexual harassment and sexual assault in sharm el sheik Oct 2025
Emails letters calls ignored I received a call yesterday offering me counselling and 300 pound holiday voucher it's an insult
Then lied the reps wasn't qualified to deal with a serious matter like this
It wasn't a complaint about a dirty room it's a assault in a luxury holiday village by a member of staff
The reps was useless sent my husband home early lied and lied again ...caused a relanship to break down with lies
The reps where fould mouthed and totally rude and no empathy towards me and my husband..also they knew the staff member had done this before
My mp is involved now
Oh and the 300 holiday vouchers was offered to the lead name not me who was assaulted is that what tui think I'm worth sexual assault and harassment for holiday vouchers absolutely disgusting avoid at all costs
Will be going to court and the press

After booking my holiday I checked the Danish TUI Trustpilot and was shocked at the bad reviews. I got so scared that I had made a huge mistake. Now however I am currently in Egypt and totally enjoying myself. Everything went perfect. TUI helped me with questions I had beforehand - very nice and friendly customer service. The information was clear and everything worked. I got a fantastic last-minute deal with more then 60% discount from the normal price. Plane and transfer in both directions, and a one week hotel stay were paid and I could just take my kid and luggage and go and enjoy. Everything went so smooth, we flew with a TUI plane with a Swedish crew. The flight was perfect, very beautiful. Getting the visa’s to enter Egypt upon arrival was easy and paid for by TUI in advance. The bus transfer was also easy to find and enjoyable. The hotel is more than I could wish for (Akassia Swiss Resort). I am totally loving snorkling in the house reef here. The people working here are so kind. I have really nothing bad to say, except that the ATM’s don’t work - it’s probably a good idea to bring cash to Egypt because it seems to be a common occurrence for the ATM’s to break down. If things go south on the journey home I will update - if not I can highly recommend TUI ☺️

I have a fractured scapula due their negligence, Booked a temples and canal cruise with Tui Destinations experiences in Bangkok, after visiting the grand palace with the tour guide who barely spoke English but luckily we know the history in advance by reading about it, took us to a boat like a gondola, it wasn’t secure on anything, the tour guide asked me to board, the moment I put my right foot on, the boat rocked and I lost my balance, fell forward and ended up in the hospital with fractured scapula that the physician informed me it will take 3 to 6 months to start healing, when we reached out to them for at least compensate us for ruining our vacation, for my pain and suffering and for a follow up doctor appointments, they lied and made up a whole wrong story about my fall. To be precise this Bangkok palace and temples tour booking was made at the desk of Tui destination experiences in the lobby of the Chatrium grand hotel located on 728 Petchaburi Road Ratchathewi, Pratunam, Bangkok, 10400, Thailand.

Dear TUI Customer Relations,

I am writing to formally complain about our recent holiday booked with TUI to Tenerife, where we stayed for one week at Bahia Principe Fantasia.

Unfortunately, this was by far the worst vacation we have ever experienced and it fell significantly below what was promised and what can reasonably be expected from a hotel marketed as a 5-star resort.

Firstly, the noise levels at the hotel were extremely high at all hours, making it almost impossible to sleep. This alone had a serious negative impact on our stay.

Secondly, the food quality was very poor. Several members of our party experienced severe stomach issues, resulting in us spending large parts of the holiday unwell and confined to our rooms or bathrooms.

Thirdly, the shower facilities were dangerous. On multiple occasions, the water temperature suddenly changed from hot to boiling, causing severe burns. This is completely unacceptable and poses a serious safety risk.

Throughout our stay, we contacted TUI representatives several times to seek assistance and solutions. Sadly, our concerns were not taken seriously, and we felt dismissed rather than helped. No meaningful action was taken to improve our situation.

Given the above issues, the holiday did not match the description or standards advertised by TUI. We believe this constitutes a significant breach of contract and of the quality expectations associated with a 5-star hotel.

We therefore request appropriate compensation, including a partial or full refund of the holiday cost. We expect TUI to take this matter seriously and respond promptly.

We look forward to your reply and a fair resolution.

TUI nor RIU groups want to accept responsibility for the fact this is happening they deny all knowledge they want commumicate sadly it's taken 2 deaths and over 2000 ex customers to persue legal action against them and still they refuse to enter any dialogue making so many excuses denying there legal obligations they are misrepresentation of hotels and facilities they are disgraceful don't go to cape Verde and don't use these companies they only want you money then they don't care don't make the mistake thousands have

Their system did not work for online…
Their system did not work for online checkin , so we have to pay at airport, they said we would easy get a refund , we have tried to fill in form , but that does not work , we have written to local tui office they asked us to send hours to drive into their office to fill in a form , i am not going to spend 2-3 hours my time to drive to them .. well i am going to fill on bad reviews every day on every platform i can find untill some one deals with this .. it is not the money this i a principle about big companies giving us a run around, this is their fault sort it .. if tui is listening , my flight ref is H88ZGZ, date of fliught 6 nov 2025, my surname o'connor

Absolutely disgusting people. Paid deposit £150 and also first payment of nearly £300. Due to finding out my dad only has 6/9 months left to live we have decided to cancel the holiday in May 2026. Tui websites states if I canceled I would lose my deposit which is fair enough but the other payment would be refunded as I'm not going till May 2026. Now these scum are stating there not refunding. As my first payment is a deposit which is aload of b/s. So now having to go through the court side to claim it back with compensation. I could understand if I had canceld 3 months before the holiday but it was August. Staff dont even speak English on the phone and don't understand what you are saying its a joke. This company is scum

Excellent experience this time too, thank you TUI Denmark. I highly recommend TUI Denmark.
We travel frequently and regularly via TUI Denmark and we never encountered the smallest issue. The mobile app works perfectly, no glitches, and informations are delivered promptly and effectively.
I never hesitate to book my travels with TUI DK.
Thank you for making our travels stress free.

I visited TUI Speke retail park Liverpool. Customer service from Heather was outstanding. Heather looked for prices to meet my daughter and grandchildren budget. Heather looked at facilities to accommodate family and especially children. Highly recommend a visit to Speke to speak to TUI staff for your holiday

We always book our holiday with TUI Drakehouse Sheffield the staff are amazing, very helpful they go above and beyond to make sure you get the holiday you want at the best price . I would highly recommend TUI ❤️❤️❤️

They rescheduled our flight for almost 3 hours EARLIER. We were at the airport early, less than 5 minutes after check-in at the rescheduled flight closed and still, they refused to let us check in. We had to book a later flight and got no compensation. My mother had got a message about it but was traveling the same day from a different city. In their message it only said the booking number - which was exactly the same as hers except for ONE number. The text did not mention the departure city. This meant we had to pay 800€ more for a new flight and left my mother in tears,

On our way back they planned a stopover in Grand Canaria. Costumer Service refused to respond to any of these very important questions:
• Are we going to change planes or are you just stopping to load on more passengers?
• Do we have to check out our bags and check them in again?
• When does the plane leave from Grand Canaria?

Costumer service refused to tell us anything for HOURS and we didn’t even get the information before we boarded the first plane. They were also incredibly rude.

The hotel was okay and the staff we met irl was friendly and helpful. But the lack of clear communication and information compared with the utterly useless and infuriating costumer service made this the most stressful travel experience I’ve ever had. I DO NOT recommend TUI at all.

We were due to fly from palma to belfast at 11am. Coach picked us up at 8.15 but was a bit latevdue to a queu of other coaches. We didn’t arrive until 9.45am. Palma is a huge airport we had to rush around it trying to find the check in . Security was crazy 3 passprt security checks to get into boardinggate. Took us nearly an hour. And my husband lost his boarding pass in the rush. Had no time to get any refreshments . There were other travelers on the coach but they had later flying times. Coach should have picked us up sooner. Very harassed . Also because of all this it delayed the flight.

A word of caution from experience, if you book a holiday with TUI through the nectar scheme for the points beware, I with my partner booked to go to Vietnam last November which gave us over 15000 points but because her spinal op was delayed we could risk losing it as she may not be fit enough so we postponed it until this year so it was actually cancelled but amended, but I had an email from nectar stating TUI had informed these points no longer qualify, on asking nectar they said it had been cancelled and there are no bookings pending points, I'd have to ask TUI why, which I did to which TUI deny any action to cause it and to tell nectar it's an amendment, so basically neither want to know and we have lost our, if you want the points cancel completely then book a completely new break, I will in future shop around for price instead, if you amend and they cancel to rebook it you will lose out and no help from either, they won't talk to eachother to rectify this.

We were due to go on holiday to Tenerife on 29/05/25 for three weeks to the Garajoney Apartments, TWO DAYS before our departure Tui sent us an email informing us that the apartments were getting building work done and would not be open in time for our holiday. They then booked us into other accommodation without consulting us, this accommodation was not suitable for us as it was on a steep hill in another location and my partner has had a double knee replacement so definitely was not suitable for him, we are very disappointed with Tui and the lack on understanding from them as they told us there was nothing else they could offer us so we had no option but cancel our booking.We I spoke with one of the customer service representatives he said you got a full refund and that they had lost out too as they had to refund us !!!! Really Tui.

The luggage that was transported was severely damaged upon arrival. The airline refused to compensate and shirked responsibility. After making multiple complaints, there was no resolution and the customer service attitude was extremely bad. The problem remains unresolved to this day.

From Amsterdam to Budspest, like the good ship murder ! We hit a bridge and ripped the top of wheel houses off and all the wires , had to keep pulling in to get it fixed , so missed 3 ports and excursions . Roasted alive due to no Air con , offered 20 % refund but that’s really not enough .
Tui not very quick at settling .
They lied to us too on the ship .

We booked our recent stay at the Royalton Riviera Cancun, through Tui. We encountered numerous issues, including:
• Unclean Pool: There was sickness in the pool that remained unaddressed despite our constant reports.
• Bathroom Issues: A ceiling collapsed in our bathroom, causing flooding in the room.
• Reception Safety Concerns: A ceiling also fell down in the reception area, with safety measures not implemented until two weeks later.
The service throughout the hotel was consistently poor. Despite Tui marketing this as one of their Autograph hotels with a 5-star rating and charging a premium price, the reality did not meet these expectations. When we finally managed to speak with Omar in customer service who continually over talked us and was very rude, he also acknowledged that the service at the hotel was not up to standard. I cannot understand why Tui continues to sell this hotel and others at a premium rate when they are not deserving of it.
Additionally, there were major health and safety risks in the hotel; my son cut his foot on loose and missing pool tiles. There are many other issues with this holiday and the service provided by Tui , too much to add on here.
I am frustrated that Tui customer service has not adequately addressed our full complaint. We later learned that this hotel will be shut for refurbishment, yet we were not informed of this prior to our holiday. This experience has been nothing short of shocking.
I strongly advise others to avoid Tui at all costs.

How is it possible to have an English version of Trustpilot, but you won’t send me an English receipt instead of Danish? Customers service told me “We’re a Danish company, that’s why we only send a Danish receipt, that’s how it is” but we all know you operate in the nordics and since we’re in 2025 I thought it would be easy to ask for an English version. What happens when someone who immigrated to Denmark buys a vacation? Poor luck they don’t speak Danish? I’m disappointed after spending this much money, I can’t even ask for a translation of the receipt. This is my first time travelling with TUI and I already understand I can’t expect much. I’m nervous

We flew to Thailand for three weeks, with a 3 month old baby. All good, and we had liaised with TUI prior to booking to ensure we could bring a soft foldable baby nest - this was confirmed in writing. Outbound flight was perfect. But the return flight had a British steward, who started to argue 1 hour into taxi, that it wasn’t allowed. Despite the written confirmation from TUI, he started to use inappropriate language and wanted to report us to the police. He threatened us by taken the nest, and would not calmly talk with us despite having a sleeping cabin. He went on and told us that police would be waiting when we land - giving no f’s about us having a baby and the other stewards/stewardesses disagreed with him. We had a very bad remaining flight do to this traumatic experience, and we expect an official apology. This was the rudest experience in my +500 flights all time.

TUI Denmark is not responding to the complaint. The flight had TUI personel employed by TUI UK and TUI DK/Nordic. One Swedish colleague apologized on behalf of his colleague, and said we were in fact allowed as the written confirmation. The unpleasant experience was with the UK employee.

Ticket with TUI customer service: 20209060