TUI Airways

Absolutely joke, how they lie and treat customers, I will never use this airline or booking a holliday again

Had booked a holiday to Mexico in June 2020, received cancellation document on 30th May but no refund code/voucher. Have attempted to call multiple times but never answered(2hrs plus on line each time). It is now 2 months past when we should have been on holiday and still no refund. Equivalent holidays for next year are filling up fast and we are unable to book until we receive refund. Shocking customer service, TUI has been the worst company I have dealt with during these times.

When is tui going to advise their customers that the St George Hotel in paphos is closing at the end of October until April, many people have booked and are expected to pay their balance for a holiday that doesn't exist. We know they are struggling but if they told the truth people would have more confidence booking with them another time. We have always had wonderful holidays there

We flew from Birmingham to Kefalonia on 06/08/2020, returning on the 13/08/2020. The flights out went smoothly including airport check in. I wouldn’t bother booking seats at an extra cost we were a party of 5 and seated together. Going out social distancing wasn’t great the plane was full, coming back there was more space. Masks are required at all times during the flight and refreshments etc are only served once for crew and passenger safety. On the return flight there were a few issues which the staff dealt with. Of note one very selfish obnoxious person who refused to wear a mask not for health reasons more resort all inclusive reasons I suspect (more G than T!). The crew member was polite, professional and addressed the issue. The passenger was spoken to by the police on arrival at Birmingham, I’m sure the person will be back to Benidorm next year. Well done Cabin Crew 👍

Recently went away in a party of 9 so decided to reserve seats which cost £135. We like to sit near the back of the plane grouped close togethe. Couldn't check in on line so when we received boarding passes with different seats to those reserved my query was answered with that we were allocated these seats so we couldn't have paid for them. On the return journey we had the seats i originally reserved. When I contacted Tui I was fobbed off with their terms and conditions, no way were they willing to refund 50% of the seat charge. Bad service on a holiday costing over £5k. I have a long memory

Very professional, extra security measures during COVID-19 to ensure you’re safe. Thank you for having us.

When you book the flights on TUI website, it takes your seat upgrade money before it shows you what seats are available and what extra space you get for your money, which is wrong! After booking and paying, it said we only get extra 2 inches legroom for (£78 for 2 people). When I changed it, I was then charged a £40 amendment fee. I was basically charged £84 just to choose a standard seat, when Easyjet would be £16. The selfish TUI airline staff also shut the front aircraft toilets to public and kept it to themselves, and all people on aircraft had to use rear toilets. When I complained to TUI about people queueing in aisle and standing over me, I was lied to and told all airline companies have done the same during Covid 19 pandemic, which is a lie as Easyjet kept all toilets open to public on flight in same week. When I complained to TUI their response was the most unsympathetic, unapologetic customer service response I have every received. I will never book a holiday or fly with TUI again.

When you book the flights on TUI website, it takes your seat upgrade money before it shows you what seats are available and what extra space you get for your money, which is wrong! After booking and paying, it said we only get extra 2 inches legroom for (£78 for 2 people). When I changed it, I was then charged a £40 amendment fee. I was basically charged £84 just to choose a standard seat, when Easyjet would be £16. The selfish TUI airline staff also shut the front aircraft toilets to public and kept it to themselves, and all people on aircraft had to use rear toilets. When I complained to TUI about people queueing in aisle and standing over me, I was lied to and told all airline companies have done the same during Covid 19 pandemic, which is a lie as Easyjet kept all toilets open to public on flight in same week. When I complained to TUI their response was the most selfish, unsympathetic, unapologetic customer service response I have every received. I will never book a holiday or fly with TUI again!!

There are no human guides at the location, the only actual service is a centralized telecenter. This is naturally not able to handle questions or requests which need to be addressed on the location. When bad things happen, there is no help available. They ask customers to download an app and that's the only service. I don't think the scam about the nonexistent guides is sustainable business ethics and only hope they go bankrupt again at once. The telecenter does not even respond at the customers own language. They give the telecenter workers imaginary names like Per, Arvid, Maija or Maria when the answerer is in fact always the same (could even be a robot).

This is about TUI in generally, we had an inclusive holiday, where my wife got seriously ill from food poisoning, After hiding for 6 Months TUI said it was up to me to prove i got sick at the royal Kenz tunis. been ill, 2 days in my bedroom, reporting it to their rep, calling in a doctor, like several other customers , having daily injections, doesn't do it for TUI, so i would advise to be extra careful, if possible travel independent, which we normally do, TUI shame on you to treat customers with such contempt .

We flew out to Palma and back on the Dreamliner and both ways it was a smooth flight and in the new 😷 era which was fine. We could still get drinks and snacks on the flight so that was also good. I am really annoyed though as we paid extra for premium economy with pre booked seats and priority boarding. We didn’t get the seats we pre-booked and were split up and we didn’t get priority boarding so basically we paid extra just to get a bigger seat sat next to some random people. This was upsetting for our kids as we all planned to sit together. I will be emailing TUI about this.

I've been trying to cancel flights with TUI since the end of March. Spoken to three employees after a plethora of phone calls and been writing weekly emails and not had one written reply. Was told via phone on Friday that the £500 I paid for a flight only booking due in Nov is non-refundable, yet the below is in the company's terms and conditions. ''If you cannot take the flight you booked, you will receive a refund of the passenger-related taxes and fees for the section of the flight you did not take. A processing fee will be charged in the amount of EUR 15 (CHF 21/GBP 13/USD 21/CZK 370/SEK 140) per person and cancelled flight. The Ticket Service Charge will not be refunded.'' Draw your own conclusions.

Flights cancelled in April. Still waiting for a refund after hours on hold. Terrible service. British Airways have me a refund in 2 weeks. That's the difference between these showers of shysters and a decent company.

If you're reading this before booking, don't book!! The TUI promise is bull. Call your chosen hotel before booking to find out what the restrictions are before (worth the cost of the call). They've rebooked me and then I find out all issues at the hotel. After 18 hours on hold over 3 days finally get thru to TUI with "sorry, nothing we can do". I even offered to pay an amendment fee. Didn't want my money - just wanted to move my holiday as been a TUI customer for years. No more!! They've had over £7,000 of my money since October and that's the thanks we get. Avoid at all costs. They should be ashamed of themselves! I truly sympathise with all of you waiting for refunds.

Just Called this Airline I booked and paid for the trip for me and my friends i spoke to a ridiculously rude south african woman he refuse to talk to me because for some reason tui doesnt have me as the lead passenger when i was the one to book and pay for the holiday. she told me he supervisor will not speak to me and i cannot do anything about that . How shameful and disgraceful tui sends UK customers to south africa to be discriminated against and treated like we are an animal in the wild .... these employees in south africa are rude disrespectful and i hope tui feels the worse effect of covid 19 just because what you just put me through ! imagine how you treat your customers my god !!!! so disappointing there is no other airline option

Had about 15 very enjoyable holidays ,all over the world with TUI. We have another booked for December but are now very concerned that, whilst the CEO is good at sending out flowery and syrupy emails he cannot seem to answer the multitude of unhappy tripadvisor reviewers. SILENCE seems to be this previously excellent company's only response. Perhaps they are going bust and we have decided against any more reservations until things change dramatically from Tripadvisor reviewers reports.

Holiday on 11th May cancelled got refund credit note 4 weeks later applied for a full refund on line still waiting. Do they not realise without customers they haven't got a company or jobs. Come on Tui and Andrew Flintham sort this mess out.

Never again with TUI as other reviews cancelled holiday in June still waiting refund after numerous hours on phone and no joy from.staff keep passing buck and say ing somebody will get back never happens. No customer service!!!!

Holiday cancelled for 23rd April and I'm still waiting for my refund! This company seem to think they are above the law! Never again.

Can anyone say now tui are flying - are they serving duty free on the aircraft - as travling in Sept- many thanks