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Contact Information

Mailing Address:

TUI UK Limited
Wigmore House, Wigmore Lane
Luton, LU2 9TN

Phone:

+44 (0) 203 451 2688

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How to Contact TUI Customer Service for Complaints: Phone, Email, Forms

How to Contact TUI Customer Service for Complaints: Phone, Email, Forms

Joanna Teljeur
Written By Joanna Teljeur
Last Updated:

You’ve had an unpleasant experience with TUI, and now you want to make a complaint. Well you’re not alone! During 2023, TUI received 3,307 complaints from UK passengers according to data from the UK Civil Aviation Authority (CAA). These are numbers from the UK alone, so imagine how many complaints they get in total!

It can be difficult and frustrating trying to get in touch with airlines, so in this guide, we’re going to show you several different ways to lodge a complaint with TUI.

What Can You Make a Complaint About

You can raise a concern to TUI about lots of different issues like flight delay compensation, cancelled flight compensation, 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
  • Disappointing in-flight amenities
  • Poor customer service
  • Booking errors
  • Overbooking
  • Accessibility issues
  • Safety concerns
  • Misleading advertising/hidden fees and charges
  • Airline policies
  • Inadequate compensation

If you’ve had a TUI flight delay, cancellation, or denied boarding incident, remember that you can still submit a claim even if your flight was 6 years ago for passengers in England and Wales, and 5 years in Scotland. AirAdvisor is here to help!

Enter your flight details and we’ll show you how much you could get in TUI compensation!Check Your Flight

Know Your Passenger Rights

Having knowledge about your passenger rights is an essential aspect of responsible travel. If you’re flying in the EU or UK, your rights are protected by EU Regulation, EU261 and the UK’s version, UK 261. Both sets of rules protect you if you have flight disruptions with TUI and other airlines.

TUI plane at the airport

How to Submit a Complaint to TUI

If you have a TUI complaint, submit it as soon as possible to avoid processing delays. You can do this by contacting TUI's customer service department and letting them know of your experience and how you would like the matter dealt with. 

It’s very important to include as much relevant information as possible in your complaint like:

  • Flight details 
  • Ticket numbers 
  • Dates 
  • Times
  • Names
warning

The more information you include to support your claim the better!

If you're not satisfied with the outcome of your TUI complaint, or you simply don't want to deal with the stress associated with going it alone, our team of legal experts is here to help!File a Complaint

How to Get in Touch with TUI

Sites like Tripadvisor and Flight Report have plenty of reviews that mention difficulties getting in touch with TUI as well as slow response times. One Tripadvisor reviewer called Flosskibeat writes,

quotes

I went to make a complaint online but there is no telephone number, just an email address. I wouldn't bother emailing. They don't reply. I emailed 3 times in a month and had no reply, only an automated one. I finally found a phone number and made my complaint. I was told I'd be contacted in 28 days but nobody did.

Fortunately, there are a few ways you can file a TUI complaint. If one method doesn’t work, try a different one.

TUI Phone Numbers

If you’re like most passengers, your first instinct might be to call the airline when something goes awry. While phoning will put you in touch with a TUI agent, you might first have to endure long hold times before you get to speak with someone.

Below, you can find a list of TUI phone numbers for various areas of concern.

Area of Concern

Phone Number

Hours/ Additional Info

Flight Info and Changes

+32 (0) 2 717 86 61

1-844-889-7708 (US, Canada)

Mon to Fri. 9am-8pm 

Saturday 9am-6:30pm

Sunday 10am-6:30pm

Holidays and Flights

Group Travel

Cruise Enquiries

+44 (0) 203 451 2688

Mon to Fri. 9am-7pm 

Saturday 9am-5pm

Sunday 10am-5pm

Assisted Travel

0800 145 6920

Mon to Fri. 9am-7pm 

Saturday 9am-5pm

Sunday 10am-5pm

Issues during your trip

+4420 38 303 111

24/7

TUI Contact Email

A better option for more formal questions and concerns is by writing to TUI via email. This will give you the opportunity to add any supporting documentation for the issue at hand, especially for flight cancellation and delay claims. More importantly, you will have a record of what you said and when.

Enquiries and customer service: 

TUI Contact Forms

Because TUI is such a large company, passengers will have faster responses and better outcomes if they reach out to the carrier by using their contact forms. As with email, you can add documents, but instead of the messages all going to one email inbox, they are separated by issue. This ensures they will arrive at the right department and be handled in a more timely manner.

Contact forms are also very helpful if you’re pursuing a claim for lost or damaged luggage or flight disruptions as you’ll be prompted to add all the information TUI needs to process your complaint.

TUI Contact Forms

TUI Complaint form

TUI Live Chat

TUI has a chatbot on their website where you can ask questions and even ask to speak with a live person. Just type in: ‘Speak to a Representative’ and you’ll be put in touch with a real person.

TUI complaints chat

TUI Mobile App

Flight delays? Or maybe you’ve had a last-minute cancellation, and you need a rebooking ASAP. For these sorts of situations as well as for monitoring your itinerary, 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.

TUI on Social Media

If you need fast help, and you can’t get through to an agent, you should definitely try to reach out on social media. This method is particularly useful when there are widespread flight disruptions. 

Find TUI and send direct messages on:

Facebook

X

Tiktok

TUI Mailing Address

Sometimes, the best way to correspond with TUI is by good old-fashioned post. Yes, it is definitely slower, but if you need to get physical copies of documents or other materials to the airline, this is the way to go.

TUI UK Limited: Wigmore House, Wigmore Lane, Luton, LU2 9TN.

TUI Complaint Response Time

In accordance with the UK261, TUI Airways is required to provide a prompt and satisfactory resolution to all customer complaints within 28 days.

Let AirAdvisor Help

Dealing with airlines can be a frustrating experience, and that’s why we created our user-friendly complaints form that streamlines the compensation claim process.

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. We operate on a "no win, no fee" basis. So, we only charge you for our services if we successfully win your case, reducing your financial risk and providing you with peace of mind.

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, canceled or overbooked within the last 3 years, you could be eligible for up to £520 in compensation.Check Your Flight

FAQ / Common Questions: TUI Complaints

Find common TUI complaints questions and answers below:

How do I make a complaint to TUI?

By using their online complaints form or calling them.

How do I contact TUI directly?

The best direct contact with TUI is via phone.

Does TUI ever give refunds?

TUI typically gives refunds in accordance with passengers' rights to refunds, as outlined by the EU261.

How long does TUI take to respond to complaints?

Usually 28 days or fewer.

Is it worth complaining to TUI?

If you’ve experienced an issue as a TUI Airways passenger, voicing your concerns directly with the airline can be a worthwhile endeavour when pursuing a satisfactory resolution.

Does TUI have a live chat?

Yes, there is a chatbot icon on the TUI website in the lower right-hand corner. For a live agent, ask to speak with a representative.

Why is my TUI refund taking so long?

There can be several reasons a TUI refund takes a long time to reach you. Examples include a high volume of requests, bank processing times, investigations or disputes, administrative problems and system issues.

How much does TUI charge for special assistance?

The charges for special assistance with TUI can vary depending on the type of assistance you require and the destination you're flying to. The Airline offers a range of free special assistance services for passengers with disabilities or mobility issues, though. These services typically include wheelchair assistance, assistance with boarding and disembarking and the use of medical equipment during your flight.

Can you sue TUI?

In general, suing an airline is neither a straightforward nor easy process. Other avenues of resolution, like submitting a formal complaint with the airline or getting support from AirAdvisor, are highly recommended before taking legal action.

How reliable is TUI?

With a long history in the industry, TUI is ‌a company travellers tend to trust.

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Complaints

Justine Choudhry

No reason given

Apr 17, 2025
We were put up in a hotel overnight but we ended up being 18hrs delayed which effected my work, we didn’t land back to the uk until Tuesday 15th @ 2am The airline told us it was due to pilot sickness.
Liesha Stokell

No reason given

Apr 12, 2025
Our flights were delayed and no contact was made to us and we were also not made aware by any notification that a £15 voucher per person were provided showing a boarding pass
Natalie Fox

No reason given

Apr 7, 2025
We set off in the air for 2 hours and the pilot announced there was an issue with the aircraft and had to return to Manchester we was then sat on the plane a further 2 hours then told we had to wait for a new crew and pilot. Then had to wait a further 7 hours in the airport.
Shantel Ullah

No reason given

Apr 2, 2025
We set off from Manchester and a hour and half after we was in the air we had to turn round we was told it was something to do with the tyre that we had to turn back, this has been very frustrating and also upsetting as it was my 40th birthday we lost half a day waiting about in the airport it’s been very stressful also my friend Natalie also had very bad anxiety and also ADHA.. we would like this sorting out in every way possible it can be sorted
Amber Campbell

No reason given

Mar 30, 2025
Flight was delayed originally 4 hours, then 7 hours, then in total it was 10 hours. I was also travelling alone, this was very stressful and upsetting, had to book a VIP lounge due to my anxiety.
Robert Spencer

Time taken to process check in

Mar 28, 2025
Firstly our private transfer dropped us at the farthest point from the TUI check in so we had to walk from one end of departures to the other to check in. The driver knew we were travelling with TUI so this was not a good start for us and not what we expect from a driver who could have been more helpful in this respect as he had to pass by the TUI location anyway. Secondly, we arrived at approx 8am to check in for the flight. There were initially only 2 desks operating and it took over an hour to get checked in. The staff were good but for 1 flight there should have been more desks available to minimise check in time. By comparison Aberdeen was truly amazing taking just 5 minutes to weigh our cases and print labels
Preferred solution: Nothing oter than faster check in for future
Loss: EUR

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