TUI Holidays
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"Loyal TUI Customer but Concerned About Old Aircraft"
Most of my holidays are with TUI, and overall, they are alright. However, I strongly believe it’s time for them to retire the old Boeing planes. Some of the aircraft look tired and almost like they’re falling apart, which doesn’t inspire much confidence.
"Poor Handling of Guest Concerns at TUI and Louis Ledra Beach"
Weeks before travelling with TUI to Louis Ledra Beach, I raised a clear and well-documented issue: guests frequently struggle to access sun loungers due to early reservation habits. I wasn’t asking for special treatment—only a simple, practical solution. I suggested that the hotel allocate loungers to my family in advance to prevent disruption that many guests had already reported. TUI’s response was disappointing—procedural at best, dismissive at worst. There was no attempt to engage with the substance of my concern. Instead, I received standard replies and a flat refusal to consider a workable solution. Yet other hotels already allocate loungers for guests, proving this is neither unusual nor unreasonable. It’s a service model that works and improves guest satisfaction. I fully respect that TUI has its own policies. But I also believe it’s important to share fact-based feedback when concerns are ignored. Without honest input, nothing improves. Unfortunately, unless TUI and Louis Ledra Beach take this issue seriously, future guests will likely face the same frustration. I hope this review helps others make an informed decision before booking with TUI or staying at Louis Ledra Beach.
"Dirty Planes, Constant Delays – Avoid This Airline"
A really poor airline overall. The planes are dirty, delays are far too frequent, and they try to nickel and dime you at every opportunity—worse than any other budget airline I’ve flown with. I strongly recommend using another airline. Avoid this one at all costs.
"Disappointed with TUI’s Handling of Changes"
I booked to return to the same hotel, only to find out two days later that a lot had changed and half of what was previously included was no longer part of the package. When I rang TUI, I was reassured that everything was still included. Two weeks later, I discovered that wasn’t true. Despite initially suggesting compensation, TUI later refused to do anything. A manager said he would review the phone calls but never did, and instead told me his decision was final. After booking three holidays in less than eight months with TUI, along with several in the past, I will not be using them again.
"Great Experience Flying with TUI"
I really enjoyed my flights to and from Mahon with TUI. I was lucky enough to get an emergency exit seat both ways, which made the journey extra comfortable. The highlight was being invited for a visit to the flight deck—such a memorable experience! The crew were professional, friendly, and genuinely made the trip a pleasure. A great experience overall.
"TUI Discriminates Against Disabled Travellers – Avoid if You Need Accessible Rooms"
TUI operates a policy that is completely unfair to disabled travellers. They are quick to take your money upfront, but cannot confirm whether a hotel has accessible rooms available. I have now waited over two weeks for clarification, and the TUI-branded hotel I selected has simply refused to respond to either the TUI store that booked my room or the TUI Welfare team. There are no head office contact numbers, and the online complaints form is only accessible after the holiday has finished—leaving disabled customers with no support before they travel. Even the manager of my local branch admitted this was the case, confirming that TUI is not fit for purpose when it comes to accessibility. If you require disabled access, do yourself a favour and book with another provider. TUI clearly does not value or properly support disabled travellers.
"Misleading Information from TUI – Hidden Costs at Aluasoul Hotel, Zante"
We recently booked a holiday at the Aluasoul Hotel in Zante with TUI. While the hotel itself and its staff were excellent—helpful, attentive, and professional—the information provided by TUI was incomplete and misleading, leaving out several key facts that significantly impacted our experience and budget. Local Tax: We were not informed of the mandatory €20 per day, per room local tax, which cost us an additional €140 on arrival. All-Inclusive Restrictions: Despite this being marketed as a TUI Platinum, adults-only hotel, we were shocked to discover that all-inclusive did not cover any drinks after 11 p.m.—including non-alcoholic drinks and coffee. Restricted Facilities: TUI advertised three pools and two daytime bars. In reality, two of the pools and one of the bars required an additional €55 per person, per day to access. For six days of our seven-day stay, this would have cost nearly €1,000 extra! Snacks Not Included: The hotel features mentioned poolside snacks at the bar, but failed to state these came at an additional charge. This holiday was completely misrepresented by TUI. None of these significant extra costs were disclosed in their promotional materials, and we have attached screenshots of TUI’s hotel features page as proof. It’s important to note that the hotel and staff were outstanding, and the blame lies squarely with TUI for failing to provide accurate, transparent information. Unfortunately, this led to disappointment and frustration from the very start of the trip.
"TUI – Quick to Take Your Money, Slow to Deliver on Promises"
TUI are quick to take your money but won’t be upfront about key details—like the fact that your hotel is due to close soon. I paid extra for an upgraded room and services, but what I got was far from what was advertised. There was no hotel rep, no reliable way to contact one, and TUI ignored my messages through the app. When I complained directly to the hotel management about the lack of promised services, I was treated poorly—and TUI refused to accept any responsibility or even process a refund for the upgrade. The so-called “upgrade” was a complete scam: The upgraded bar was often closed. The advertised private beach service was a joke—I was lucky to get served once a day. TUI deny everything, but the reality is that they misrepresented the upgrade and abandoned their customers when problems arose. A complete joke of a company. Avoid at all costs.
"Worst Trip of My Life – TUI Is a Scam"
This was by far the worst trip I have ever taken, and I will never use TUI again. The company is nothing short of a scam. Trying to get in touch with someone competent is impossible—you are either left with a bot or customer service staff reading from a script with no real ability to help. There is no accountability, no genuine support, and absolutely no care for customers once they have your money. I deeply regret booking with TUI and wish I could turn back time to avoid this disaster altogether. To make matters worse, they refuse to issue any refund, leaving me completely out of pocket. Avoid TUI at all costs—they are dishonest, unhelpful, and only interested in taking your money.
TUI Holidays
Booking a holiday should feel personal, which is why we’ve created experiences to suit every traveler. Our Sensatori by TUI BLUE resorts focus on pure luxury, while TUI BLUE hotels offer exceptional service, authentic local flavors, and tailored activities. From European favorites like Spain and Italy to long-haul gems such as St. Lucia and Mexico—plus a wide choice of city breaks—you’ll always find a getaway that inspires you. We’re more than just a travel agency. Alongside our award-winning airline, we partner with trusted tour operators to give you even greater flexibility on when and where you travel. As the UK’s largest holiday company, we’re here whenever you need us—whether in-store, through our app, online, or by phone.
Address
Wigmore House, Wigmore Pl, Wigmore Ln, Luton LU2 9TN, United Kingdom
Website
https://www.tui.co.uk/
Email
[email protected]
Telephone
+442034512688