TUI Airways complaints: comments, page 2
406 comments
Christopher H
Verified | Jul 22, 2026
Naples-Glasgow
Economy
No reason given
We were due to fly at 14:00 but were delayed throughout the day and eventually departed 18:00. We were loaded onto the plane at around 17:00 and plane doors still open after 17:00. TUI claim we were delayed due to Air Traffic Control but at around 17:10 we were told we would be delayed due to Air Traffic Control. This was messaged to us by the Captain of the plane. My opinion was we were never ready to depart any earlier than 17:00 and only loaded onto the plane at 17:00 to then divert the blame onto Air Traffic Control.
- Naples-Glasgow
- Economy
Lucia O
Verified | Jul 21, 2026London-Sal
Economy
Hello. Three of us book flights and Airbnb to stay in Sal, Cape Verde. Once we got to Cape Verde one of us (Sabir Setti) was retained by the police check for 2h due his passport was expiring on the 13th August and apparently was not possible to let him inside the country due is was expiring in less than 3months. We try everything possible but he got send back to London after 4h. No one in the company advised us before and no one at the airport said nothing to us about this. It was very disappointing and also we loose money on flights and Airbnb but also on the transfer public transport to and out the AirPort and also our time. I also called the airline few times and they advised me to wait for a call back that we never received. We all are very disappointed because it was a shock to travel 6h and then having our friend send back to London another 6h not being able to leave the airport for around 18h in total. Crazy honestly. Please be careful for next time and let everyone know about this thing. We loose a lot of hours and money due to this. And we couldnβt enjoy our holidays as we wish due we lost our friend.
- London-Sal
- Economy
Helen S
Verified | Jul 17, 2026East Midlands-Heraklion
Economy
No reason given
I have submitted 2 claims without success (tui stating my daughter and I were not present) I have also an email giving us both Β£10 to spend at the airport for refreshments- East Midlands-Heraklion
- Economy
Harrison F
Verified | Jul 16, 2026Birmingham-Alicante
Economy
On the 26th June 2026 we had our Flight from Birmingham To Alicante at 6:15am, everything was going smoothly we checked in went through security and boarded our plane, where we were queueing outside and 1 of the 9 of us took a puff of a Vape before boarding the plane, he was then told to not to it again and our friend replied βsorry mate I will put it awayβ we then proceeded to board the plane. We were then sat on the ground for 30 minutes later than our departure time and we were told it was because something wasnβt correct in the checklist book for the pilot so we were lied to, all 9 of us were sleeping when 3 police officers come on and Remove the 1 of the 9 that took the puff of the vape outside before boarding, then the other 8 of us proceeded to stay on the flight, 10 to 15 minutes later the police come back on the flight and escort all 8 of us off the plane, for us we found this really embarrassing for ourselves and also on your behalf you should be ashamed of how this made us feel, group of lads causing no harm and this situation has been labelled as us βmisbehavingβ which is just completely wrong, we were then escorted through the airport and got our luggage and had to travel to Luton to proceed to fly to Alicante, we have now found out that we have been refused boarding on our return flight home, to be honest I think this is ridiculous just based off thereβs 8 of us that havenβt actually done anything wrong, we have now had to spend another Β£100 on a return flight with Jet2, this has now set us back Β£200 just in flights.
- Birmingham-Alicante
- Economy
Harvey D
Verified | Jul 14, 2026Birmingham-Alicante
Economy
Whilst walking from the tarmac to the plane one of my mates vaped outside , therefore he was kicked off the flight . After this I was then kicked off the flight because I was an innocent member of the party and was wrongly kicked off as there was no threat to the aircraft from by behalf therefore I should be reinstated
- Birmingham-Alicante
- Economy
Julie M
Verified | Jul 14, 2026Newcastle-Ibiza
Economy
No reason given
I have contacted tui and they have paid me compensation I have asked for proof flight was delayed so I can claim through hokiday and insurance and why its delayed and I have email back saying it was not delayed it was by 3 hours 54 minutes- Newcastle-Ibiza
- Economy
Fergus C
Verified | Jul 9, 2026Palma de Mallorca-Belfast
Economy
Influence by other flights
Out arrival time was 3 hr 10minutues late. I claim and they told me that it was a medical emergency on our flight that caused the delay but that was not the case as the inbound flight was delayed.- Palma de Mallorca-Belfast
- Economy
William D
Verified | Jul 9, 2026Birmingham-Alicante
Economy
Upon boarding the plane one member of the group of 9 was seen vaping which lead to all 9 members of the group being removed from the flight although 8 out or 9 individuals were not at fault and were still removed from the flight. This leader to me having to book another flight outbound and return even though I have done nothing wrong.
- Birmingham-Alicante
- Economy
Safa Nore M
Verified | Jul 7, 2026Manchester-Dalaman
Economy
Delayed two hours from my flight times
My flight time was 18:10 but be delayed so If I was flying at my time then I will not going walk around to spend money for shopping and eating.Overall
Poor
- Manchester-Dalaman
- Economy
Wayne H
Verified | Jul 6, 2026Pula-London
Economy
Claim escalated to airline
No reason given
TUI flight delayed by 5 hrs & 42 minutes, lack of TUI staff in departure area of Pula airport Croatia. Received an email stating that the delay was due to TUI flight staff sickness. When we finally boarded TUI flight was delayed another 40 minutes before being able to take off. The captain of the flight informed all travellers delay was due to a sick traveller at Gatwick on route to Pula, being taken off the plane, delaying the flight. When we arrived at Gatwick, we landed at North terminal rather than the scheduled South terminal, where we then had to travel to South terminal delaying our travel arrangements once more. I applied to TUI for compensation and they informed me that i was not entitled to a refund or compensation due to the flight being delayed due to weather conditions. I feel a total lack of duty of care to customers of TUI, unable to have trust or faith in TUI.- Pula-London
- Economy
- Claim escalated to airline
Julie B
Verified | Jul 5, 2026Heraklion-Bristol
Economy
Claim escalated to airline
No reason given
We had an awful time I had to have assistance so was in a wheelchair. We were supposed to land at Bristol Airport but couldn't land because of storms so we landed in Birmingham where I was taken off the plane whilst they organised buses back to Bristol, no buses were available so I was put back on the plane they decided to refuel and land back at Bristol. In the meantime my taxi was on its way to Birmingham. I was told by air hostesses and assistance people that the tui rep would help getting me home. The assistance people wheeled me to find a replacement to no avail there was no one there. So I had to call someone else to pick us up at extra costs- Heraklion-Bristol
- Economy
- Claim escalated to airline
Maksymilian W
Verified | Jul 5, 2026London-Rhodos
Economy
Hi Iβm writing in this complaint in regards to phone call I had with Ahmed earlier today. My booking reference for this flight was 3248 6927 and the flight was from Gatwick Airport to Rhodes. The initial flight was scheduled to leave from Gatwick at 3:55 pm on 4 July on 3 July at 11:50 pm we received an email saying that there was a delay for our flight and we would be leaving at 4:56. on 4 July so earlier today we called up Ahmed from Tui we were calling to ask if the delay was accurate initially he said no it wasnβt and it wasnβt on his screen we got him to doublecheck because we were worried that we would be missing our flight. He then assured us that the delay was accurate and we would be fine at this point in time it was around 2 pm and our flight was scheduled to leave at 4:56 pm. We were sitting on a train about an hour and a half away from Gatwick Airport we asked him if we needed to get to the airport earlier but he said that us arriving to the airport around 4 pm would be no issue he advised us to talk to one of the tui staff at the airport and they would help us. I once again asked if everything would be okay and he said yes there would be no need to worry and we wouldnβt miss our flight. At this point if he had said potentially we wouldnβt have made it or had any doubt we would have payed more to catch and uber. But due to his advice we didnβt. He said because we had checked online it would all be okay. Once we arrived at the airport around 4 oβclock we were unable to get through the gates. We went to speak with the tui staff and they said unfortunately it was too late we missed our flight we had a discussion with the staff and they advised us to leave a complaint based on our experience. Currently we are in a hotel that we had to book because the next flight to Rhodes is tomorrow so with this complaint we are asking to be reimbursed for this hotel tonight and our flight that was missed because we asked Ahmed if everything would be okay and we could change our plans to get to the airport on time and he assured us that there would be no issue whatsoever. The hotel we purchased for the night was Β£98 and the flights were Β£134 so all up that is Β£241. If Ahmed had advised us that we potentially wouldnβt make it we wouldβve changed our plans or we wouldβve tried to change our flight but because we trusted him and his advice we ended up missing our flight and having to buy another one and purchased this hotel. which is why we are asking to be reimbursed I trust this is all clear. Thanks Maks
- London-Rhodos
- Economy
Jessica B
Verified | Jul 5, 2026London-Rhodos
Economy
Hi Iβm writing in this complaint in regards to phone call I had with Ahmed earlier today. My booking reference for this flight was 3248 6927 and the flight was from Gatwick Airport to Rhodes. The initial flight was scheduled to leave from Gatwick at 3:55 pm on 4 July on 3 July at 11:50 pm we received an email saying that there was a delay for our flight and we would be leaving at 4:56. on 4 July so earlier today we called up Ahmed from Tui we were calling to ask if the delay was accurate initially he said no it wasnβt and it wasnβt on his screen we got him to doublecheck because we were worried that we would be missing our flight. He then assured us that the delay was accurate and we would be fine at this point in time it was around 2 pm and our flight was scheduled to leave at 4:56 pm. We were sitting on a train about an hour and a half away from Gatwick Airport we asked him if we needed to get to the airport earlier but he said that us arriving to the airport around 4 pm would be no issue he advised us to talk to one of the tui staff at the airport and they would help us. I once again asked if everything would be okay and he said yes there would be no need to worry and we wouldnβt miss our flight. At this point if he had said potentially we wouldnβt have made it or had any doubt we would have payed more to catch and uber. But due to his advice we didnβt. He said because we had checked online it would all be okay. Once we arrived at the airport around 4 oβclock we were unable to get through the gates. We went to speak with the tui staff and they said unfortunately it was too late we missed our flight we had a discussion with the staff and they advised us to leave a complaint based on our experience. Currently we are in a hotel that we had to book because the next flight to Rhodes is tomorrow so with this complaint we are asking to be reimbursed for this hotel tonight and our flight that was missed because we asked Ahmed if everything would be okay and we could change our plans to get to the airport on time and he assured us that there would be no issue whatsoever. The hotel we purchased for the night was Β£98 and the flights were Β£134 so all up that is Β£241. If Ahmed had advised us that we potentially wouldnβt make it we wouldβve changed our plans or we wouldβve tried to change our flight but because we trusted him and his advice we ended up missing our flight and having to buy another one and purchased this hotel. which is why we are asking to be reimbursed I trust this is all clear. Thanks Maks
- London-Rhodos
- Economy
Harvey D
Verified | Jul 4, 2026Birmingham-Alicante
Economy
On the outbound flight on the way my mate , Oliver Ellmore vaped once outside the aircraft on the tarmac as he didnβt know u couldnβt. Due to this human error he was told off outside but however still was let on the flight. Around 20 minutes later he was kicked off the flight for it. Therefore the rest of us was also kicked off even though there wasnβt a reason given for that and every passenger was fully compliant , sober and presented no safety or security risk to the aircraft. Denying boarding was an entirely disproportionate response to a minor misunderstanding that occurred outside of the aircraft. We were also denied boarding on the incoming flight back aswell even though we were innocent members of the flight booking
- Birmingham-Alicante
- Economy
Jean J
Verified | Jul 3, 2026Palma de Mallorca-Birmingham
Economy
Technical problems
TOM 7669 LANDED HEAVILY CAUSING SUBSTANCIAL DAMAGE SO WE WERE UNABLE TO BOARD. FLIGHT CANCELLED UNTIL THE FOLLOWING DAY SAME FLIGHT NUMBER.- Palma de Mallorca-Birmingham
- Economy
John C
Verified | Jul 3, 2026Palma de Mallorca-Belfast
Economy
No reason given
We didnβt arrive in Belfast until well after 4 we should have been there after 1, the airline said someone sick was removed from plane this never happened as we were sitting on plane an hour before take off- Palma de Mallorca-Belfast
- Economy
Candice U
Verified | Jun 30, 2026Manchester-Montego Bay
Economy
I have received an email to my email address zion20002026@gmail.com from TUI in response to this date
- Manchester-Montego Bay
- Economy
Olivia M
Verified | Jun 29, 2026London-Keffallinia
Economy
Problems at airport
Our flight was delayed by 2 hours and 45 minutes. We were stuck in the plane on the runway waiting to take off for this time. We were told it was because of an air traffic communication issue in kefalonia. This was very uncomfortable because the aircon wasn't working properly and it was 30 degrees outside and tui only gave us a small cup of water in this whole time. As a result of our delay, we missed our booked airport transfer and had to pay β¬110 for a taxi to our accommodation. Also, because we were on the plane for so long and Tui didn't give us any food or drinks (apart from the very small cup of water) we had to buy this on the flight. Tui says the flight needs to be 3 hours delayed to make a claim however our flight was nearly 3 hours delayed and we were sitting in uncomfortable conditions and it caused additional expenses we had not budgeted for. In addition, when we got to Kefalonia airport, we had to wait over an hour to get our bags, because of an error in how the bags were being loaded onto the belt, so this just prolonged the whole experience!- London-Keffallinia
- Economy
Larissa K
Verified | Jun 29, 2026Sharm El Sheikh-Birmingham
Economy
Technical problems
Was an absolute night from start to finish Dear Customer Relations, I am writing to make a formal complaint regarding the handling of our cancelled flight from Sharm El Sheikh to Birmingham on 25 June 2026. The treatment we received throughout this disruption was unacceptable and fell well below the standard expected from TUI. I am requesting compensation under UK261, together with reimbursement of all expenses incurred as a result of the cancellation. Timeline of Events We were collected from our hotel at 20:00 on the evening before our scheduled departure. We arrived back at the airport at 23:45, where we were eventually informed the flight had been cancelled due to crew duty hour limitations. We were not transported out of the airport until approximately 00:40, finally arriving at a hotel around 03:06, leaving us with only around three hours of sleep. During this entire period we were provided with no food or drinks. Airport staff refused to allow passengers access to telephones or Wi-Fi, preventing us from contacting our families or making alternative arrangements. The hotel provided had no toiletries, and we were forced to purchase our own refreshments because drinks were not included. The following morning: We boarded the coach at 10:30 and arrived at the airport at 11:00. We checked in and cleared security by 11:55. Our boarding pass displayed an incorrect boarding time of 12:15, despite the revised flight time being 14:15, creating unnecessary confusion. We received a food voucher only 45 minutes before departure, after we had already purchased and eaten lunch. We were forced to abandon a restaurant meal costing Β£59.28 after being urgently called to the gate. Upon reaching the gate, we boarded a bus and remained on it for approximately one hour in extremely hot conditions, with little ventilation and no clear information being provided. We were then informed there was no aircraft available and that the captain had refused to operate the flight. We were taken back to the terminal after unnecessarily waiting on the stationary bus. Throughout this entire experience there was a complete lack of communication. Passengers were repeatedly moved around without explanation, left waiting for extended periods, and provided with inaccurate or delayed information. Our Complaint We believe TUI failed in its obligations by: Failing to provide timely and accurate information. Failing to provide adequate food and refreshments. Failing to provide reasonable access to communication. Subjecting passengers to prolonged waits in unacceptable conditions. Causing unnecessary expense through poor organisation. Failing to exercise an adequate duty of care during the disruption. Resolution Requested I request: Compensation under UK261 for all passengers travelling under this booking. Full reimbursement of all reasonable expenses incurred, including meals, drinks, toiletries and any other costs resulting from the cancellation (receipts available). A written explanation confirming the exact reason for the cancellation and why passengers were repeatedly boarded despite there being no aircraft available. A written response within 14 days. I trust TUI will resolve this matter promptly. Should my claim not be resolved satisfactorily, I will have no hesitation in referring the matter to the appropriate Alternative Dispute Resolution body or pursuing the claim through the courts if necessary.- Sharm El Sheikh-Birmingham
- Economy
Raya Y
Verified | Jun 29, 2026London-Olbia
Economy
No reason given
We were delayed by 4 and a half hours left on the plane we were not given anything expect a drink. I started to feel sick and unwell and it was way too long- London-Olbia
- Economy
Lourenco M
Verified | Jun 24, 2026Zakynthos-Dublin
Economy
Successful claim
Technical problems
I donβt have proof of contacting them as I did that months ago but our flight has gotten cancelled late at night and we got put into a terrible hotel with bugs everywhere while the rest of the flight got put into a 5 star hotel and they just tell us to be patient and they will compensate us and never did then we got put on a flight the next day yet we lost a day of working- Zakynthos-Dublin
- Economy
- Successful claim
Irina D
Verified | Jun 23, 2026London-Hurghada
Economy
Technical problems
Dear MR Janusas, Thank you for taking the time to get in touch with us regarding your flight delay claim for flight TOM770 on 08/06/2026 from LGW to HRG. I appreciate that delays can impact your enjoyment and comfort whilst travelling with us. I would like to reassure you that while we try our very best to ensure we get you on holiday and home again as close to your original planned times as possible, despite our best efforts, delays can happen on occasion. European Regulation EC 261/2004 states that we as the Airline may have to pay compensation to you when you experience a long delay of over 3 hours on arrival, but only if the delay wasnβt caused by βextraordinary circumstancesβ. We have investigated your claim for your flight delay of 03 hours and 13 minutes and our delay handling logs show that your flight was affected by a bird strike on the previous sector, which required mandatory engineering inspections before it could safely continue. In addition, a security incident involving a disruptive passenger required police attendance at the departure gate, further delaying departure. So as to help both customers and airlines, the European Commission has recently published draft guidelines as to what amounts to extraordinary circumstances. This list was prepared with the assistance of the various national bodies responsible for regulating the aviation industry across Europe. In this draft, the Commission has intimated that the following would be considered extraordinary circumstances: 9. Security βRemoval of an unruly passenger from the aircraft for security reasons β thereby causing either a flight delay or diversion.β 17. Bird-strikes βBird-strikes to the aircraft during a flight which might cause damage which requires immediate compulsory checks and possible repair.β An operating air carrier shall not be obliged to pay compensation in accordance with Article 7, if it can prove that the delay is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Having investigated into the reasons for the delay to your flight, I can confirm that the circumstances surrounding the delay to your flight are classified as extraordinary circumstances under Regulation 261/2004 of the European Union. If you are not happy with the outcome that we have decided upon, you have the right to refer your claim to AviationADR within one year of the date of this email at www.cdrl.org.uk/aviation-adr/. Further details of how to make this claim are available on our website at https://www.tui.co.uk/destinations/contact-us- London-Hurghada
- Economy
Finley M
Verified | Jun 23, 2026Menorca-Bristol
Economy
No reason given
Having to entertain a small toddler who hadnβt slept , also having to change on airport floor as queues too big for changing facilities- Menorca-Bristol
- Economy
Simon B
Verified | May 21, 2026London-Cancun
Economy
Successful claim
We arrived at the airport checked in got through security and was about to board the flight when we showed our passport at the gate we was told the plane had to be down sized due to technical problems and we had to disembark and have luggage taken off the aircraft we where then told the next flight was in 4 days and we had to fly from Birmingham airport so we lost 4 days of our holiday and all the expenses that are on bank statements we would not have been spending this money if our flight hadn't been cancelled I also spent Β£320 I had in cash.
- London-Cancun
- Economy
- Successful claim
Anthony S
Verified | May 18, 2026Newcastle-Tenerife
Economy
No reason given
Iβm a disabled traveler I found out others had been offered Β£10 food voucher I was not offers this & had to wait in the special assistance waiting area for 5 hours with my wife- Newcastle-Tenerife
- Economy
Brian V
Verified | May 2, 2026Economy
Terrible customer service (treated like cattle)
Flight No TOM 4407 30/4/26 Once through gate were left standing for approx 20 minutes before coach arrived to take us to plane. When it finally arrived we were loaded on. Once we where all loaded on the bus never moved. So we all stood on it for one hour. Then eventually we were told to get off coach which every one did. Then after about 15 minutes we were told to back to the airport which all passenger did. We all climbed back up to the airport, only to be told to go back down after 5 minutes, again through the boarding gate which all passenger did, only to wait for another 20 minutes before a coach arrived to take us to the plane. Regards MR B VALENTINEOverall
- Poor treatment of passages before boarding
- Economy
- Desired solution
Other
Chris C
Verified | Apr 28, 2026Manchester-Melbourne
Economy
Aircraft change - flight delay claim
Flight delayed for approximately 1 hour due to a change in aircraft. Original plane required maintenance. Seating allocation therefore changed. Seats were pre-booked and paid for. Please advise.- Manchester-Melbourne
- Economy
- Desired solution
Aigul A
Verified | Apr 4, 2026London-Antalya
Economy
I, Daniel Stoev, am submitting a formal complaint on my own behalf as the purchaser of the ticket and on behalf of Mrs Aigul Abliazova (Date of Birth: 13/12/1981), who was wrongfully denied boarding on TUI flight TOM272 from London Gatwick to Antalya (09:15) on 31 March 2026, Booking Reference 31841259. The ticket was purchased and paid for by me online on behalf of Mrs Abliazova. Earlier the same morning, she travelled on easyJet flight EZY819 from Belfast to London Gatwick (arriving 07:45). The exact same hand luggage was accepted without any issue by easyJet at Belfast airport. Mrs Abliazova arrived at Gatwick with the same bags, and approximately one and a half hours later TUI refused the same luggage. At check-in, TUI staff refused her bag citing size restrictions, despite the booking confirmation clearly stating 1 x Hand Luggage (10kg), which was not exceeded in weight. At check-in β not at the gate β TUI offered to check the bag into the hold for an additional payment of Β£48. This is entirely unacceptable for the following reasons: the booking includes baggage which could have been checked into the hold at check-in at no additional cost, as this is standard procedure. TUI had the full ability and means to accept the bag into the hold at the same place and at the same moment, without requiring any additional payment. Instead, they demanded Β£48 for a service that was entirely within their power to provide free of charge. Furthermore, payment was impossible in any case β TUI required a physical card on location. Mrs Abliazova holds a Russian bank card which is blocked in the United Kingdom due to international sanctions, a circumstance entirely beyond her control. I, as the purchaser of the ticket and the only person with access to a valid payment card, was not physically present at the airport. I attempted to pay remotely, but there was no online option in the TUI app or website to add or pay for hold luggage β despite the fact that the original ticket was purchased and paid for by me online, which proves that online payment is entirely possible on their end. As a result of TUIβs refusal to issue a boarding pass to Mrs Abliazova at check-in, she was unable to board the aircraft. She therefore missed flight TOM272 and her onward connecting flight from Antalya to Moscow. I was forced to purchase an emergency replacement flight with Turkish Airlines London GatwickβIstanbulβMoscow Vnukovo for Β£679.53 (Transaction reference: THY00000005HKXU3, 31 March 2026). I am formally requesting the following: 1. Full refund of the original TUI ticket (Booking Reference 31841259). 2. Full reimbursement of Β£679.53 β the cost of the emergency replacement flight with Turkish Airlines. 3. Compensation under UK Regulation 261/2004 for wrongful denial of boarding β up to Β£520. 4. A written explanation of the precise grounds on which boarding was refused. Supporting documents available: TUI booking confirmation, easyJet boarding pass EZY819, Turkish Airlines booking PNR VN6F8W, bank transaction for Β£679.53. Daniel Stoev
- London-Antalya
- Economy
Jeanette T
Verified | Feb 24, 2026Boa Vista-London
Economy
Terrible customer service and no chance to actually speak in person to a representative.
We were due to return home on 17th February, had 2 flights cancelled and finally returned on 19th February. We were ensured we could claim however I have now had 2 claims refused even though I had put in the correct details. Very shoddy service and if it is not resolved I intend to contact Watchdog on the One show.Overall
- Cancelled flight 2 days in a row and Tui refusing to pay out even though they had told everyone that we were entitled to compensation in line with EU261. I have the email from Tui which was sent on Wednesday 18th February confirming this. I also have ou
- Boa Vista-London
- Economy
- Loss: β¬520
- Desired solution
David J
Verified | Feb 4, 2026Bridgetown-Manchester
Economy
No reason given
Flight cancelled saying air space closed but norse airlines flew its planes out the scheduled departure day and time cost us extra bevrages for extra time on board and house sitter , stress partner with dementia extremely upset over left lost luggage for 10days on arrival at Manchester- Bridgetown-Manchester
- Economy
Carl A
Verified | Jan 13, 2026Economy
trying to switch dates disaster
carl ,,,,booked for march 2026 at a cost of Β£5422.00 had word from hospital i was in for knee op 5 weeks before trip ,, tried to move holiday to next year ? got an answer from tui to change holiday would be another Β£8000.00 ,, so here i am thanking them for being so understanding and filling up a bank hole they must have LOL ,, wont book again with them they care about all the money not the customer not happy but i can not work out this price cheaper to re book ?? thanks again you made my day ,,,,hope you understand im taking the piss you greedy _____ bye carl- Economy
- Loss: β¬2000
- Desired solution
Other
Catherine M
Verified | Jan 11, 2026Bridgetown-Manchester
Economy
No reason given
Flight from barbados was delayed and then diverted to Cardiff due to running out of time, further 2 hour delay waiting for baggage, then 4 hour coach trip to manchester airport- Bridgetown-Manchester
- Economy
Richard D
Verified | Jan 10, 2026Economy
Idiotic flight durations listed
This is about your stated flight times. I looked up going to Cancun from Manchester and it said the flight time was 10 hours, after visiting Cancun some years ago, with a much smaller journey time, I contacted you to ask why it took so long. i could not believe the reason given, which was it was due the time difference, what idiot devised this, it is totally wrong. People know there are time differences but are more concerned about how long they will be sitting in a cramped seat, i can guarantee you that you will have lost custom through this. Using this stupid method it would mean travelling to Australia only takes about 12 hours. I would to know what logic, or lack of it, was used to think this was helpful to customers, why not state the true flight time with a not that the destination is 3 hours ahead or whatever- Economy
- Desired solution
Other
Anonymous member
Verified | Jan 4, 2026Economy
Theft of my money given to put on the card
In the store this complaint was looked into as it seemed extreme that so much money was lost within days. I pain in cash on 10 11 and 12 December i paid onto the Tui card having saved up over the months i thought to put the money onto the card and realised on 12 that i had put on Β£1195; there was no commission or other taken from this amount and there was bout Β£50 on the card already. Yet on 12 December i was told only 1059 was available (i do not have the app) The young woman in house felt this was not correct and advised i call the correct department I did and the woman on the other end of the phone hung up, the woman in store was shocked and could only apologise. I spoke to the manager the next day who i felt .fobbed me off'. How can I have IMMEDIATELY lost over Β£250 from Β£1195. Unfortunately on holiday i was unable to remember the pin so when i returned i needed to get the money off the card to pay back the people who leant me finance while i was on holiday. When i went to the till i asked for my money and it had been reduced to Β£955 so effectively in less than a fortnight Tui had deducted approximately Β£300 from my money. I need this returning. Also while i stood waiting for my money that was on the card, the manager behind the till called the next person, how rude was that when i had not received my money back and had not been asked to wait a while, My concern is not just the way this was handled but the fact immediately the amount of Β£250 was deducted before i had a change to spend anything at all. This is completely wrong and i need my money back, how can effectively Β£300 plus go missing as a part of 'normal procedure' that is short of theft, I need my money back as quickly as it was taken. I have the card and all receipts if evidence is needed.- Economy
- Loss: β¬250
- Desired solution
Refund
Ian C
Verified | Dec 9, 2025Ibiza-Norwich
Economy
TUI failed to get us to the airport of departurere
tui taxi failed to get us to the airport - at all. Missed flight. Incurred extra hotel bills and extra airline charges 2 DAYS later. Breach of contractOverall
- Left stranded at hotel
Holiday fine. Return pick up aborted by tui so flight missed
- Ibiza-Norwich
- Economy
- Loss: β¬950
- Desired solution
Refund
Expenses reimbursement
Ian C
Verified | Dec 9, 2025Ibiza-Norwich
Economy
TUI failed to get us to the airport of departurere
Delayed by 2 days because tui failed to get us to ibiza airport. Cost us an extra 2 nights at hotel Cost us 2 seats on BA flight on following Monday Approx total costs Β£950Overall
- Left stranded at hotel
- Holiday fine. Return pick up aborted by tui so flight missed
- Ibiza-Norwich
- Economy
- Loss: β¬950
- Desired solution
Expenses reimbursement
Anonymous member
Verified | Dec 6, 2025Birmingham-Rovaniemi
Economy
Flight delayed due to inexperienced pilot
We traveled to Rovaniemi airport on time but circled to airport for over 45 minutes while to captain finally made the decision to land at KittilΓ€ airport due to weather conditions which resulted in to further delays to our final destination with a 2 hour coach drive, so we were suppose to be getting to SantaSport hotel by 1:30 pm but instead arrived after 7:30 pm which threw all our plans out of the window and lost a lot of time for such a short stay there, we then found out that the flight from Newcastle which was next in line to lane behind us, actually landed in Rovaniemi and got to three destination on time, the weather conditions werenβt as bad as what the captain had told us and we found out we out that the captain wasnβt confident enough to land the plane due to inexperience, I feel such flights to Lapland where the weather is gonna be poor condition most of the time that u should have ur most experienced pilots flying the plane and then there problems wonβt occur, I never complain or write any bad reviews of been on any of my holidays but I feel this needs to be sorted for passengers traveling there in the future and donβt experience what we went through, with 2 young kids u can imagine it was very stressful, from this experience I wonβt be flying with Tui ever again.Overall
- Not landing to our final destination due to inexperienced pilot
- Birmingham-Rovaniemi
- Economy
- Desired solution
Karen P
Verified | Nov 28, 2025Melbourne-Birmingham
Economy
Successful claim
Technical problems
The online form keeps saying weβve received a refund - however we havenβt. When my husband filled out the forms I unfortunately ended up in hospital needing an emergency spinal surgery. This then caused my husband a lot of stress looking after our son and didnβt reply to the form within 72 hrs of email being sent. I have been trying to tell TUI this but havenβt been successful.- Melbourne-Birmingham
- Economy
- Successful claim
Angus A
Verified | Nov 27, 2025Newcastle-Tenerife
Economy
Bought food and drinks paid in cash but never kept recipt didn't think we were going to be in the airport so long
- Newcastle-Tenerife
- Economy
Anonymous member
Verified | Nov 18, 2025London-Mexico City
Economy
Terrible customer service, promises not kept
Told would receive compensation, nothing received. Compensation was for No in flight entertainment. 7/10/2025 flight to cancun Mexico. Take off delayed, due to injury to baggage handler then ambulance blocked plane.Overall
- No in flight entertainment. Take off delayed
- London-Mexico City
- Economy
- Desired solution
Olga A
Verified | Nov 1, 2025Newcastle-Tenerife
Economy
We were in the airport over 6 hours due to the flight being delayed only got told by the captain once we boarded the plane that it was delayed because it couldn't leave last destination ( think Greece) due to heavy rain and flooding did have to buy meals and drinks never thought to keep receipt and didn't get to hotel till 1.30am absolutely exhausted
- Newcastle-Tenerife
- Economy
Angela H
Verified | Oct 31, 2025Glasgow-Enfidha
Economy
No reason given
My flight was delayed for 24 hours there was no one from Tui or Glasgow airport to tell us what was happening Our flight came up on the board to go to gate 30A and then disappeared off the board altogether I went to gate 30A and there was not 1 single person there to tell us what was wrong I never received emails from Tui about the delay till I got out the airport the email said the flight was delayed until the 4th but no time till late on my son who suffered from anxiety at the best of times never mind in these circumstances- Glasgow-Enfidha
- Economy
Nicola T
Verified | Oct 31, 2025Dalaman-Aberdeen
Economy
Technical problems
There was no staff as the captain was ill , they had to get a crew and fly from Manchester this caused a 10 hour delay- Dalaman-Aberdeen
- Economy
Nicola T
Verified | Oct 30, 2025Dalaman-Aberdeen
Economy
Successful claim
Technical problems
There was no Tui staff as the pilot went ill they had to get another flight from Manchester to fly over to collect us 10 hours later than the flight was meant to go. I have submitted a claim as andrew walker and this is for my wife and kids Nicola Ava and Charlie- Dalaman-Aberdeen
- Economy
- Successful claim
Fern W
Verified | Oct 30, 2025Reus-Glasgow
Economy
Technical problems
We were told when we arrived at 5pm at Reid airport from TUI staff that the pilot had went over his air miles and they were waiting for Another pilot. We had to wait for 3-4 hours in the check in side before the gates opened for security were we waited another 2 Hours. When we finally boarded the plane they told us it had flew so many miles Today and the door would not shut. This took another 40+ mins to resolve before we took off. We landed at half passed 1am uk time.- Reus-Glasgow
- Economy
Amy R
Verified | Oct 22, 2025Reus-Glasgow
Economy
Successful claim
No reason given
We were not informed of any schedule changes, and as a result, our transfer brought us to the airport 6β7 hours before our flight. We were travelling with an exhausted 11-month-old baby, and due to the early arrival, we were not allowed through security for several hours. When we were finally permitted to proceed, our baby had soiled their nappy, and we had no choice but to change it in full view of others at the security checkpoint, which was extremely distressing and inappropriate for such a public setting- Reus-Glasgow
- Economy
- Successful claim
Stephen W
Verified | Oct 20, 2025Corfu-Glasgow
Economy
Influence by other flights
Flight was delayed twice no one from tui came and told us about the delay in the airport one of the other passengers told us about the first delay which was supposed to be only 45 minutes she received a text while we were still on the boat we still had to leave for the flight at the normal time- Corfu-Glasgow
- Economy
Nigel M
Verified | Oct 19, 2025Palma de Mallorca-Manchester
Economy
No reason given
We were at the airport from approximately 10am to flight leaving eventually at 16.10. no vouchers etc were offered by Tui. We were on a package holiday with Tui holidays travelling with Tui airlines.- Palma de Mallorca-Manchester
- Economy
James D
Verified | Oct 18, 2025Leeds-Santa Cruz De La Palma
Economy
No reason given
We havent got receipts for expenses as we Paid cash of Β£20.00.our flight tickets are Included in the package.so i would like to claim for these.- Leeds-Santa Cruz De La Palma
- Economy
Charlene S
Verified | Oct 17, 2025Sharm El Sheikh-London
Economy
We was pulled from our flight due to them not having enough cabin crew. we was not given a choice and told we hat to get onto a different flight that was due to fly 3 hours later then ours, to a completely different air port witch we then we hat to travel 3 hours from Birmingham to Gatwick Airport we had no way of connecting our lift home from Gatwick there for hat to pay for a taxi from the airport due to trains not running at the hour of time i have many kids at home there for i have hat to pay for another day of childcare and lost a days wage. We did not get asked if we was willing to change flights we where told at the boarding gate that our luggage had been removed from the plain and being put on a different flight i think itβs unacceptable that due to being under the age of 50 and having no children with us at the time that they think its itβs acceptable to remove us and our belongings without our permission. This was a very stressful experience and a extra 8 hours travelling.
- Sharm El Sheikh-London
- Economy
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