TUI Airways Complaints: How to Contact TUI by Phone, Email, and Form

Joanna Teljeur

By:  Joanna Teljeur

Last Updated:  November 13, 2026

Reviewed by:  Anton Radchenko

A ruined holiday or a long delay is stressful enough without having to deal with the headache of chasing TUI's customer service for answers.

According to the latest data (FY 2026) from the UK Civil Aviation Authority (CAA), passengers escalated 3,104 complaints about TUI Airways to AviationADR. If your flight was delayed or cancelled, you could be owed TUI flight compensation.

Key takeaways

• The quickest way to complain is through TUI’s online complaints form on tui.co.uk, which emails you a reference number.
• TUI aims to reply within 28 days. If something went wrong on holiday and wasn’t fixed in resort, you need to tell TUI within 28 days of getting home.
• If TUI rejects your complaint or hasn’t resolved it after 8 weeks, you can escalate it to AviationADR for free.
• If you booked a package holiday with flights, ATOL protection covers your money and your flight home if TUI goes out of business.
• Under UK261, a delay of 3 hours or more, a late cancellation or denied boarding could entitle you to £220, £350 or £520 per passenger, depending on flight distance. Delays and cancellations only qualify if the cause was within TUI’s control.
• AirAdvisor can handle your claim on a no-win, no-fee basis, so you pay nothing if the claim doesn’t succeed.

Disrupted TUI flight? You could be owed up to £520 in compensation, and it’s free to check.Check Your Flight

What can you complain to TUI about

You can complain to TUI about issues such as flight delays, cancelled flights, and compensation for lost or damaged luggage. But you can also make a formal complaint to TUI for many other issues, including:

• Poor in-flight service or amenities
• Poor customer service
• Booking errors
• Overbooking
• Accessibility issues
• Safety concerns
• Misleading advertising/hidden fees and charges
• Airline policies
• A TUI refund not received, or compensation that falls short

If your TUI flight was delayed or cancelled, or you were denied boarding, you have 6 years to claim compensation in England, Wales and Northern Ireland, and 5 years in Scotland.

Baggage claims have much shorter deadlines. Under the Montreal Convention, you need to complain to TUI in writing within 7 days of getting damaged luggage back, or within 21 days of receiving delayed luggage, and any court claim must be made within 2 years.

How to submit a complaint to TUI

The simplest way to complain to TUI is in writing, using the online complaints form. If something goes wrong on holiday, TUI asks you to report it to your rep, the hotel or airline staff straight away. If it is not fixed there, you need to contact TUI within 28 days of arriving home.

Include as much detail as you can in your complaint:

• Booking reference and flight number
• Travel dates and times
• Names of everyone on the booking
• What went wrong, and what outcome you want
• Photos, receipts and other evidence

Keep a record of everything you send and all communication with TUI during the complaint process.

How to get in touch with TUI

There are various reviews for TUI customer service that mention that it is difficult to get in touch with them.

During check-in at Pula Airport, I experienced extremely poor customer service from the staff handling the flight change process. My friends and I were all affected by the same flight change, and while they were being assisted, I was instructed to stand aside without any explanation or guidance.

This is one of over 1,300 complaints our AirAdvisor team has got so far.

If you struggle to get through to them on a particular channel, you can try another.

TUI phone numbers

TUI doesn't have a dedicated phone number for complaints. For TUI customer service in the UK, call the “Holidays and Flights” number in the table below. If you're still away, you can call the “Problems while you are away” number that operates 24/7.

TUI complaints email

TUI also doesn't have a dedicated email for complaints. It points you to its online form instead. The one after travel address that it has listed is holidayfeedback@tui.co.uk, which can be used for sending photos, videos, and other evidence to support your claim (up to 5MB).

TUI contact forms

TUI’s forms send your complaint to the right team and prompt you for the details it needs:

• After-travel complaints and feedback
• TUI flight delay compensation claim form
• Delayed, lost or damaged luggage claims
• Enquiries before you travel

There are various contact forms you can use; choose the one most relevant to your issue:

• General Feedback
• Flight Delay Compensation Form
• Delayed, Lost or Damaged Luggage Issues
• Escalating a complaint (ADR)

Live chat, app, social media and post

For live chat, look for the blue chat bubble, called “Travel Expert,” at the bottom of TUI’s Contact Us page.

For a fast response, the best option is contacting TUI on the mobile app. Airline agents are available to help you 24/7, and it’s a convenient, easy way to sort out flight disruptions while you’re at the airport.

Download the TUI app at Google Play or at the App Store for iOS.

During widespread disruption, reaching out directly on:

• X: https://x.com/TUIUK
• Facebook: https://www.facebook.com/TUIUnitedKingdom/
• Instagram: https://www.instagram.com/tuiuk/

may get you a quicker response.

To send documents by post, use recorded delivery to:

• TUI UK Limited: After Travel Customer Support, TUI UK, 71/72 Kingsway, Swansea, SA1 5JE.

TUI Complaint Response Time

TUI’s own target is to provide a prompt and satisfactory resolution to all customer complaints within 28 days.

How to escalate a complaint to TUI: AviationADR and the Courts

If TUI turns down your complaint or leaves it unanswered, you can escalate it in three steps.

Step 1: Complain to TUI in writing

Use TUI's complaint form, or send them a letter by post. Keep a copy for yourself and maintain a record of when the complaint was filed. Wait for TUI's response. If you do not come to a resolution within 8 weeks, you can escalate to the AviationADR.

Step 2: Take your complaint to AviationADR (for free)

AviationADR is an independent dispute resolution body. It handles complaints about any TUI flight, arriving or departing from a UK airport. You can submit your complaint through its online portal, by post, or by phone (0203 540 8063).

Step 3: Take TUI to court through MCOL

If you don't accept the decision made by AviationADR or TUI refuses to pay, you can then take them to small claims court. This is done through MCOL (Money Claim Online) in England and Wales. Court fees start at £35, and you need to send TUI a letter with a final deadline to pay before you file. Scotland and Northern Ireland have their own court process.

A rejection from TUI isn’t the end of your complaint. Once you have TUI’s final answer, or you’ve waited 8 weeks without one, AviationADR can review it for free, and TUI has to pay if you accept the decision. Keep every email and receipt from day one, as the adjudicator will ask to see them.

— Anton Radchenko, AirAdvisor

Is your TUI holiday ATOL protected?

If you booked a TUI package holiday that includes a flight, it should come with ATOL protection and an ATOL Certificate. Under the Package Travel Regulations 2018, TUI is responsible for every part of your package, so a TUI package holiday complaint about your hotel, transfers or flight goes to TUI first, using the channels above.

ATOL protection does not cover complaints about your holiday. It protects your money and can help you get home if TUI goes out of business while you are on a trip.

Know your passenger rights

Having knowledge about your passenger rights is an essential aspect of responsible travel. If you’re flying to or from the UK, your rights are protected by UK261, and flights departing the EU are covered by EU261. Both sets of rules protect you if you have flight disruptions with TUI and other airlines.

UK261 covers TUI flights departing from and arriving into UK airports. For example, if you are flying from Turkey, Egypt or Mexico into the UK, your flight will be covered.

For TUI flight delay compensation in the UK, your flight must arrive 3 hours or more late, or be cancelled with less than 14 days’ notice, for a reason within TUI’s control. If you’re denied boarding because the flight is overbooked, you’re entitled to compensation whatever the cause.

Get help with your TUI claim

Dealing with airlines can be frustrating. AirAdvisor’s legal team can take your claim off your hands. We operate on a “no win, no fee” basis, so we only charge for our services if we win your case.

With AirAdvisor, you’ll gain access to our team of legal experts who work on your behalf to ensure that your claim is handled with the utmost professionalism and expertise. All you need to do is visit our claims page and follow the prompts to provide us with the necessary information. Once you hit the submit button, we take care of the rest and work hard to ensure that you receive the compensation you deserve.

If your TUI flight was delayed, cancelled or overbooked within the last 6 years (5 for Scotland), you could be eligible for up to £520 in compensation.Check Your Flight

FAQ / Common Questions about TUI Complaints

Find common TUI complaints questions and answers below:

Author:

Joanna Teljeur

Job/Position: Senior Editor & Content Lead

Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development, specialising in consumer rights, aviation law, and public-interest reporting. Her work focuses on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.

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