TUI Contact Centre - Swansea

Linda D.

I contacted TUI as we needed to cancel our flight to Rhodes as our Grandson had been born at 29 weeks. He was very poorly and needed to go to Southampton Intensive NICU. There was no way we could leave our son and daughter-in-law to deal with this whilst we jetted off to Greece for 3 weeks on holiday.
I rang 2 weeks before our intended flight to be told there would be no refund! I asked if I could have a credit voucher under these very difficult circumstances. I was told no and therefore had to cancel the flights. I am under no illusion that these flights have been re-sold and so not only gainned my £900+ money, plus more from the re-sale. I am so disappointed and will NEVER fly TUI again, which is unfortunate as they fly from our local airport and is very convenient.
Shame on you TUI as I bet if you were in our circumstances you would have wanted a refund too!

john C.

Managers there are pretty thick and the jobs no better. Walked out on the job when they would only give me 24 hours leave to attend my own mums funeral. Best decision in my life.

David B.

Before you read this TUI position on this matter it’s not there fault :

Booked holiday with TUI Nov 24 - (plus theme park universal Epic Disney) on April the Disney tickets were emailed with wrong name wrong date and wrong number of party was 10+ my party 2. TUI took 2 days to resolve or confirm I was telling the truth ( I was even asked by TUI if I was sure about the tickets not being correct ?) . Then fly 24th June 25 to Florida only to find when I arrived to the entrance of Universal they issued Universal/Epic for the 24th May to 7th June 2025 (tickets issued 6 weeks before I left) . So no entry to the Universal/Epic tried to contact TUI on the day plus Universal no answer from TUI so paid $430 gain entry one day pass no response from TUI on this matter.
Arrived back to UK contacted TUI so far I have been accused of lying about the tickets (photo proof provided of tickets) then advised They spoke to me in Orlando nope. Then yesterday have a TUI after travel adviser tell me he was doing me a favour by contacting me/ last offer regarding no tickets (he didn’t know what Epic or Universal was ? Self explanatory with that remark he could t see the problem) and told me he was closing the case and no refund or compensation for ruining the holiday. So all the emails TUI promised TUI first comtact 13th July 2025 until today 22nd July 2035 (have not arrived and found out yesterday TUI have been holding the refund since 27th June 2025 which they never disclosed ( the day I was stopped entry in Unversal Theme park) but never mentioned it refund until 21st July 2025.

Currently TUI have sent no promised emails updates and are unable unable to refund/compensation as it is not there fault ?

I have been advised differently and so they wish to present their incompetence in a court I’m happy to do that.

DO NOT BOOK YOUR HOLIDAYS OR THEME PARK PACKAGES IN THE USA WITH TUI AS THEY WILL HELP WHILE IN THE USA AND DO NOT EXCEPT RESPONSIBLY.

Currently no monies return or contact from them.

I have sent several emails yesterday today no response Talking with my bank to reclaim monies got tickets and there incompetence.

On TUI app case closed !!!!!! (They keep the money)

Stay away from TUI

Amanda D.

Tried to book a little something extra as it says on the Tui website. A bottle of wine for my husband as we’re going on a cruise to celebrate our anniversary. Was told he would have to call as he is lead passenger. Explained it was a surprise for our anniversary but was told they couldn’t do anything unless they speak to him.☹️

mikecreer

Shocking & unnecessarily awful check in experience at Birmingham airport ( 10:30am) - not due to the queue length ( it was short ) - but because only two desks open and Swissport operating with ( according to the supervisor ) “the bare minimum staffing level” . New 5 year contract signed between TUi & Swissport - so it appears senior TUi management haven’t put checks & balances in to place. They should be held accountable. My first time as a customer with TUi - and I’m not impressed so far. TUi have a great reputation- I’m hoping to experience it on the flight.

Emma S.

Bounced around various departments, was then told to phone a different number as they would be open later - only to be given the same number I had originally called. First time didn't even pick up and was left listening to hold music for 20 mins until I hung up and called again. Half way through one call I was transferred to a department "better equipped to deal with my inquiry" which was a new booking and was then prompted to put in my booking reference and holiday start date into the keypad when I was phone to book my holiday in the first place.

Everyone I talked to apparently didn't have access to the "right part of the system" and all of this was after going into a physical location and told I would be better to phone up as they would be more likely to be able to help. Finally I have a voucher that I want to apply to my holiday and one of the agents said to simply book the holiday, phone back and they would retrospectively apply it - something their own website say CANNOT be done which therefore seems to be widely unhelpful advice.

Would give zero stars if I could.

DAN D.

Not sure if this is the customer complaints office but here goes.
Booked a family holiday with Tui to Turkey this July just passed.
Tui contracted our flights out to Sunexpress who are medicore at best.
Had a problem getting checked in at Gatwick with them which in turn ruined a £400 lounge booking my mother inlaw payed for as a special extra for her 70th birthday for us all. Not helpful regarding my Autistic daughter. And managed to mess up a disability extra we had requested which in turn made another problem to be stressed about.
Sunexpress planes where dirty.. chairs uncomfortable and service average at best!!
Contacted Tui after holiday. Tui just washed their hands of us and said contact Sunexpress its your problem in not so many words!!
Things like this are hurting TUI as a brand and not the 1st time i have heard about this sort of problem.
Customer service department need to stop reading off a script off of a computer screen and look after their customers like us who have spent 10's of thousands of pounds with them over last couple of years.

If u holiday with TUI make sure you check or find out who they have contracted your flights out too. May save you a load of grief like we had.

Bad TUI

adrian F.

Absolutely disgusted with this company and the service they provide and I haven’t even traveled with them yet.

Since booking I have constantly been misadvised about payments, dates, how they work etc. so much so I personally messaged a director via Linkdin - they did respond and a member of their team made contact and admitted the service was unacceptable and provided a discount on my booking.

Since then more Incorrect information has come to light and a member of their directorates team has advised although he is “sorry” I have been misadvised if my holiday cancels I will still suffer a loss financially as it’s in their terms and Conditions.

Do not book with these cowboys. They are morally and ethically in the wrong and admit it but bottom line is they don’t care.