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

Written By Joanna Teljeur

Last Updated: February 19, 2025

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.

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

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,

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.

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: 

• serviceteam@tuifly.com 
• customer.services@tui.co.uk
• aftertravel.customerhelp@tui.co.uk

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

• General Feedback
• Flight Delay Compensation Form
• Delayed, Lost or Damaged Luggage Issues
• Complaints 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 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 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: