TUI Reviews 

Wouldn’t use anybody else totally helpful.

The website kept failing to show the deck plan to book a cabin. Kept trying over a number of days. Eventually gave up trying to book a cabin but booked the cruise which had gone up in price over the few days by a few hundred pounds each. Went into a store to try and book a cabin to discover that there were only poor cabins on deck 10 left. Had the site been working I would not have booked a large balcony cabin and saved myself some money.

Excellent customer service

Very helpful staff at Watford Branch - sorting holidays, flights and transfers

We always book in a TUI store because we enjoy dealing with a person so that if there are issues they can be resolved quickly. They staff in Cwmbran are fabulous and always polite , happy and very helpful with suggestions to enhance our holiday experience .

Speed and ease

Absolutely appalling customer after sales service!
Been travelling with Tui for 30 plus years (Previously Thomson)
Booking three to four holidays yearly, first complaint and have had awful customer service.
Turned down for compensation until I wrote to the director- passed back to after sales, offered £50 voucher which by no means compensated for our loss but we accepted as gesture of goodwill.
Tried to pay balance off our next holiday to be told could only be used off booking a new holiday.
Customer service said we could have used but refused refund.

Birds and flies on food every single day, plates with yesterday’s food on a regular basis and lot lots more!

We have just returned from a week’s holiday to Aqua Nevis in Bulgaria, booked through TUI.

The booking process, flights and transfers were all smooth and well organised. From arriving at Bristol Airport to reaching the hotel, everything ran efficiently, and we couldn’t fault that aspect of the holiday.

Unfortunately, the hotel itself didn’t live up to our expectations. During our stay we experienced disappointing food quality, recurring cleanliness concerns in some communal areas and a persistent smell of cannabis on our hotel floor.

One of our biggest disappointments was the water park. When booking, it was promoted as being part of the hotel, and we were not made aware that there is no all-inclusive drinks service within the water park itself. Guests either have to purchase drinks or walk back across to the hotel pool bar every time they want a drink. Had this been made clear before booking, it would certainly have influenced our expectations, as it significantly reduced the amount of time we spent enjoying the water park.

I contacted TUI several times through the in-app chat during our holiday. Responses were reasonably prompt, and I appreciate that the team contacted the hotel and acknowledged my concerns. However, I often felt I was simply being directed back to reception rather than feeling that TUI were taking ownership of the issues on behalf of their customer.

I would also like to mention our outbound flight from Bristol. Most of the cabin crew were pleasant and professional, but one crew member, Paul, stood out for the wrong reasons. From our perspective, he appeared to be trying to entertain or impress his colleagues by making comments to passengers. We witnessed this on several occasions, and it also happened to my husband when he politely that he needed to use the toilet when stepping onto the plane. While it may have been intended as humour, it came across as unnecessary and made what should have been an enjoyable start to our holiday feel uncomfortable.

Despite these issues, we still made some lovely family memories, and that’s down to making the most of our holiday rather than the hotel itself.

Overall, I would consider booking with TUI again because the flights, transfers and booking process were well organised. However, I do think there needs to be greater transparency around what is included at the hotels they sell, particularly when they are marketed as family all-inclusive resorts costing around £3,500 for a week’s stay, lots of people save for this for multiple months. We always book directly in store and appreciate the feedback from the staff in the store and their recommendations.

Boarded plane only to be told bags aren’t on plane yet due to problems with belts in the airport - no idea how long it will be - q 15 minutes late already - why did they make us board when they knew we couldn’t take off? Also massive plane and more than half empty what a n ecological waste

Very relaxing. The staff were very helpful as usual and the choice of food was excellent. The staff are all really helpful. Trip on a catamaran was good, plenty of swimming stops.

From start to finish communication about each step of the holiday was fantastic
The whole crew on board was so friendly
Would highly recommend

Our 10th cruise with Marella. Staff were amazing. Shows fantastic. Food ok. No complaints really. Ermeel the bar tender remembered us and looked after us again for the 3rd time. The farewell performance brought a tear to my eye.

Great service and helpful by Tui staff

The staff at Sutton Coldfield store are excellent so helpful. Listen to what you want and need.

Need assistance and a medical fridge. This fridge cannot be guaranteed even though it is needed for medication. Have a problem understanding why when explaining need and medical condition,this cannot be put into place and with 3 months notice.

As a passenger with disabilities I always book Special Assistance inc ambulift and welfare taxi, this year I was met at Corfu Airport by reps who said no there's no taxi for you and you cant take the wheelchair out of the airport? They told me I had to walk to the furthest part of airport where a coach was, I was crying and said I couldnt do that but they said def no taxi so i had to, it was absolute hell for me to try and do and I ended up falling and injuring my ankle, days spent in room crying, tui after sending emails saying it was my fault for 3 days eventually sent an email saying sorry it was their mistake at which point my travel insurance said tui had to help me, i couldnt get a fit to fly home so tui offered to pay for new flights, accommodation and mobility scooter hire, coming back and saying it hadnt been signed off so if i could pay upfront and i'd be reimbursed? This also happened week later, 2x new flights, 2x weeks accommodation, food, drink etc and a ruined holiday supposed to celebrate sons 21st. Not once did a rep check on us, offer to help us move to new accomodation just excuses after excuses.Not one offer of paying us back and we are now out if pocket and had a rubbish holiday, will NEVER use again, used to think Tui was great, Third time Tui let me down due to disability, 2024 asked at airport did i need the ambulift as I was the only " cripple" on the flight, 2025 wrong room allocated not disability friendly couldnt get to it safely and now this? Like is this fair? Life is hard enough being disabled without hurting and embarrassing us more.

Great great

We always go armed with a list, but book a better place, hotel and a better price. They are very good, Tui every time for us, every holiday has been fantastic. Thank you Tui.

As expected but a little more expensive than used to be