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TUI Airways Complaints

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Contact Information

Mailing Address:

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


+44 (0) 203 451 2688

TUI Complaints: Contact number, Email and Form

TUI Complaints: Contact number, Email and Form

Nicolle Harwood-Nash
Last Updated: June 07, 2024

TUI is a multinational travel and tourism company that operates its own airline, TUI Airways (formerly known as Thomson Airways). If, as a TUI passenger, you have a complaint to lodge regarding a recent experience, you might wonder how to best approach it. At AirAdvisor, we aim to make the process as streamlined as possible for you. In this article, you can discover everything you need to know about submitting successful TUI complaints.

What Can You Make a Complaint About

Knowing what you can complain about to TUI can give you confidence in pursuing the compensation you feel the airline owes you. Flight delay compensation, cancelled flight compensation and compensation relating to baggage complaints are just some compensations you may be eligible for depending on your complaint. Below, you can explore a list of reasons you might decide to lodge a TUI complaint:

  • flight delays
  • flight diversions
  • flight cancellations
  • baggage loss, damage or delays
  • poor in-flight service
  • poor in-flight amenities
  • poor customer service
  • booking errors (overbooking, incorrect seat assignment, etc.)
  • accessibility issues
  • safety concerns
  • misleading advertising/hidden fees and charges
  • airline policies
  • inadequate compensation

You can explore more details on TUI delayed or cancelled flight compensation, here.

Claim with AirAdvisor and get up to €600 compensation. Find out how much you’re owed today.Check Your Flight

Know Your Passenger Right

Having knowledge about your passenger rights is an essential aspect of responsible travel. Becoming familiar with EU Regulation, EU261, can help you understand your entitlements as an airline passenger. If you’re travelling to or from the UK, you're covered under the UK version of this law, which was introduced after Brexit.

TUI Complaints

How to Make a Complaint to TUI

If you have a TUI complaint, it's best to submit it as soon as possible to avoid processing delays. You can contact TUI's customer service department, let them know of your experience and detail how you would like the matter dealt with. Including relevant information along with your complaint, such as flight details, ticket numbers, dates, times and names, can support your claim and increase your chances of success in gaining compensation.

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, the team of legal experts at AirAdvisor is here to assist you.

Ways to Get in Touch with TUI

There are a few ways you can make a complaint to TUI, including:

TUI Complaints Email

TUI doesn't have an email address for customer complaints, but a suitable alternative can be their online complaints form.

TUI Complaints Phone Number

You can reach TUI over the phone on +44 (0) 203 451 2688, 7 days a week. Their opening hours are Monday - Friday 9 am to 7 pm, Saturday 9 am to 6 pm and Sunday 10 am to 5 pm.

TUI Complaints Live Chat

Unfortunately, there's no TUI live chat option available on their website at present. However, they provide a live chat option from within their mobile application.

At AirAdvisor, we understand that dealing with airlines can be a frustrating experience. That's why we created our user-friendly complaints form that streamlines submitting a claim for compensation. We designed it to be simple and easy to use, with straightforward steps that ensure you provide us with all the relevant details we need to pursue your claim.

By choosing AirAdvisor, you gain access to a team of legal experts that 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 flight was delayed, canceled or overbooked within the last 3 years, you could be eligible for up to €600 in compensation.Check Your Flight

TUI Complaint Response Time

In accordance with the EU261, TUI Airways is required to provide a prompt and satisfactory resolution to all customer complaints within 28 days.

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?

They don't have one on their website, but you can find one within their TUI mobile app.

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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Estelle Russell

Missed flight, Birmingham Airport

Jun 16, 2024
We had a flight to Amsterdam we were prepared with our boarding pass. When we got there we went straight to departures, we were instructed to go back outside in the queue that was never ending, when we said we needed go to departure lounge because we were prepared we had our board pass we were told by security that everyone need to get in the queue. We are telling them our plane will be leaving at 8am she just look and shook her shoulders we did not know what to do because there’s were no agent To ask anything we were lost in the crowd lots of people were pushing through we were following rules and procedures of the airport security. The queue was chaotic and hectic no one knew what was happening or taking place there were no announcements for any flights. Has travellers We did not know what to do no one explained what we need to do or where we should go it was chaotic, with no information when we asked no one knew nothing “just stay in the queue and follow it around.” We did as we were instructed.
Preferred solution: Compensation
Loss: 800 EUR
David Sach

Pre booked seats relocated day before flying

Jun 14, 2024
Pre booked seats 6C- 6D changed to 23J-23H day before flying spoke to TUI instore who said could not change as we had booked in? Rang TUI helpline who after a 40min phone call relocated to 15G-15H best available apparently? On boarding the plane was 50% full and all seats in row 6 were vacant?? I feel I should be reimbursed the seat booking fee ( £28) as these have been randomly allocated,
Preferred solution: Refund
Loss: 33 EUR
Gemma Dunn

Cabin crew extremely rude

Jun 9, 2024
Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5


Flight tom684 22/05/24 glasgow to Mexico Flight home 05/06/24 Mexico to Glasgow I would like the cameras on the plane to be checked as you will see was not rude or shouting in anyway as I was happy and going to get married with 30 guests on the plane so had no need to be rude spent over £30k for my holiday and wedding my guests spent over £50k between all their rooms I was the bride going to get married with 30 guests all with tui on the plane I was premium class only me and my husband everyone else economy , I asked for a drink Of water or a coke to be told they weren’t serving yet after being in the air with seat belts off for ages and the curtains open , so I took a video for 35 mins and few others of the staff I was in seat 1 so I could see what they were doing they were laughing and joking and eating and drinking when they should have been serving is that paid over £750 for premium, when I ask Moria the 5th time can I can I have a drink she said no again so I said I have a video of yous all eating and drinking and ignoring all passengers for 35 mins she went crazy , demanded my phone I said no she said I’m getting the Captin to turn the plane around if you don’t hand it over I said I will delete the videos she thought they were deleted but I had already sent them to my friends phone so I still have them then she said your not getting a drink the rest of the way done I went to sleep wasn’t bothered , as I wasn’t arguing with her she was shouting at me cos she was caught not doing her job Way home had to sign a form to say I wasn’t to drink wasn’t bothered again as I sleep all the way home the reason I am angry now is that when I got on the plane they made a big deal of what happens 2 weeks prior that I had left it at that and forgot about but they embarrassed me in front of all the premium class passengers for no reason they were rude to me the whole way home when they we’re completely diffent staff from the last time so I couldn’t understand why they were being so rude and she said look me when I’m speaking to you I said I’m going to sleep i have not been drinking I don’t have an issue with yous so why are you starting on me she said I will get you put off this plane now if u don’t look at me , I don’t want confrontation she wanted a fight and wanted me off the plane for no reason they were drinking wine in the back this was the crew on the way you check the cameras again wasn’t their break , I want the cameras on the flight going and coming back to be checked please to see the way I was treated for no reason disturbing humans Ruined my premium experience I was about to book my honeymoon with tui but after what has happened I don’t think that will be possible after cabin crews I have never experienced anything like it in my life with cabin crews if you check my account only with tui all the time spent 1000s that’s not including all the excursions we done with the tui reps at planet Hollywood that was another £10k easy as they were lovely girls the hotel was amazing only the cabin crew both ways was absolutely shocking and the second crew wouldn’t give names and hides their names badges her photo is below from flight home it won’t let me upload the all the videos I have
Margaret Henderson

Claiming airport taxes because our holiday was cancelled.

Jun 9, 2024
Booking No.20648766. Claim Ref 46375811 7 May/25 May. M & J Henderson We received a small refund for cancelling this holiday but I can’t trace having received the refund of airport taxes. Please investigate and advise. Thanks
Preferred solution: Refund
Marcel Mitchell

No entertainment

Jun 8, 2024
Booking ref 22911097, TOM637. On the day of departure I received an email stating that no flight entertainment . I have tried to add my complaint to the form but it will not accept the booking ref. The email stated £50 compensation because of the inconvenience has I was booked in Premium.
Preferred solution: Compensation
David Sach

Pre booked seats relocated day before flying

Jun 7, 2024
Had seats 6C-6D pre booked and boarding passes printed. May 20th day before flight (May 21st) plane changed and seats now 23J-23H I rang TUI helpline best they could do after 40 mins on phone was to change to seats 15G -!5H. Having paid £28 for upfront seats I find this charge unacceptable and have now got random seating. On boarding seats 6C-6D where free and on request to hostess were told we could not move to them although the plane was half empty. Another rip off extra charge please refund. Booking Ref 21918686
Preferred solution: Reimbursement
Loss: 32 EUR

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