TUI Airways complaints: comments, page 8
406 comments
Sonya B
Verified | Jul 31, 2024
Punta Cana-Manchester
Economy
Successful claim
Problems at airport
Our flight was delayed 19hours 21 minutes.we had to go bck to the airport to then be taken to another hotel.this caused disruption with travelling back from Manchester home as we had arranged transport and lost pay from work.we didnβt get home till the Wednesday afternoon.and both myself and husband were due back to work the following morning
- Punta Cana-Manchester
- Economy
- Successful claim
Sophie F
Verified | Jul 31, 2024Birmingham-Antalya
Economy
Unknown
A passenger pooed on the plane seat so the flight got cancelled, subsequently we lost a day of holiday as we were delayed by over 17 hours- Birmingham-Antalya
- Economy
Nikolina J
Verified | Jul 30, 2024Manchester-Dubrovnik
Economy
Successful claim
Influence by other flights
The original flight departure time has been moved initially from 16:55 to 18:40. It was then further delayed and the flight departure was moved to 21:20 Having taken position to take off the pilot announced there was a fault light in the deck. He had to return from the take off position back to be looked at by the engineers and we finally took off at approximately 23:00hrs- Manchester-Dubrovnik
- Economy
- Successful claim
Marinko G
Verified | Jul 30, 2024Manchester-Dubrovnik
Economy
Successful claim
Influence by other flights
The flight departure time was moved from 16:55 to 18:40 initially. It was then revised to 21:20hrs and finally just before the take off the pilot announced there is a fault light in the deck. He had to return from the take off position back to be looked at. Finally we departed around 23:00hra (approximately)- Manchester-Dubrovnik
- Economy
- Successful claim
Beavan T
Verified | Jul 29, 2024East Midlands-Rhodos
Economy
Problem with Schengen Visa
Tui Doncaster used google to check whether I could Fly to Rhodes Island without a visa using my UK 1951 Convention Travel Document. It turned out upon Tui Airline staff checking using their system, I need a Schengen Visa to Fly to Greece. I need the system used at East Midlands Airport that established i could fly without a visa. Booking Reference : 24491597- East Midlands-Rhodos
- Economy
Lewis P
Verified | Jul 27, 2024Tenerife-London
Economy
Unknown
Tenerife to gatwick flight was cancelled, 4 days later we all got home, loads of other delays and lost days at work ,then we had to get a flight to cardif then a taxi to gatwick, was awful communication from tui- Tenerife-London
- Economy
Donna P
Verified | Jul 25, 2024Tenerife-London
Economy
Unknown
Flight got cancelled in tenerife and did not arrive in uk to Wednesday morning, had to fly to Cardiff then get taxi to gatwick, there was few delays and very bad communication from tui ,also had ti take time of work- Tenerife-London
- Economy
Daniel O
Verified | Jul 25, 2024Melbourne-Newcastle
Economy
Technical problems
We were due to fly on 20th July at 16.40 from Melbourne Orlando Airport to Newcastle airport with Tui. Although the TUI app said around 10.00 that there was a revised flight time of 18.40, we still made our way to the airport as I had no direct notification of any change. I paid $115 in a taxi and on arrival at the check-in at 13.15, was told by TUI groundstaff that there had been a technical problem with the plane leaving Newcastle and therefore our flight had been cancelled. They said they had known there was a problem for a couple of hours. We were put on a bus and taken to a hotel and they said they were trying to get a replacement flight for the next day. While on the bus to the hotel, I received an email from TUI apologising for the delay and that it had been caused by a technical fault on the plane. We were brought on a bus back to the airport the next day, 21st July, arriving at around 14.30. A flight then took us to Newcastle, departing at 17.40 and arriving on the 22nd July, 25 hours late. Whilst on the plane, the pilot said that a technical fault on the outbound flight had caused the delay and that the IT issue meant there was no back up plane or crew. He clearly stated that the delay was not due to the IT issue. I received an email from Tui once we had returned stating that the delay was caused by operational issues (no mention of the technical fault). We had to pay Β£24 for extra time in the car park.- Melbourne-Newcastle
- Economy
Sylvie O
Verified | Jul 25, 2024Melbourne-Newcastle
Economy
Technical problems
We were due to fly on 20th July at 16.40 from Melbourne Orlando Airport to Newcastle airport with Tui. Although the TUI app said around 10.00 that there was a revised flight time of 18.40, we still made our way to the airport as I had no direct notification of any change. I paid $115 in a taxi and on arrival at the check-in at 13.15, was told by TUI groundstaff that there had been a technical problem with the plane leaving Newcastle and therefore our flight had been cancelled. They said they had known there was a problem for a couple of hours. We were put on a bus and taken to a hotel and they said they were trying to get a replacement flight for the next day. While on the bus to the hotel, I received an email from TUI apologising for the delay and that it had been caused by a technical fault on the plane. We were brought on a bus back to the airport the next day, 21st July, arriving at around 14.30. A flight then took us to Newcastle, departing at 17.40 and arriving on the 22nd July, 25 hours late. Whilst on the plane, the pilot said that a technical fault on the outbound flight had caused the delay and that the IT issue meant there was no back up plane or crew. He clearly stated that the delay was not due to the IT issue. I received an email from Tui once we had returned stating that the delay was caused by operational issues (no mention of the technical fault). We had to pay Β£24 for extra time in the car park.- Melbourne-Newcastle
- Economy
Colette O
Verified | Jul 25, 2024Melbourne-Newcastle
Economy
Technical problems
We were due to fly on 20th July at 16.40 from Melbourne Orlando Airport to Newcastle airport with Tui. Although the TUI app said around 10.00 that there was a revised flight time of 18.40, we still made our way to the airport as I had no direct notification of any change. I paid $115 in a taxi and on arrival at the check-in at 13.15, was told by TUI groundstaff that there had been a technical problem with the plane leaving Newcastle and therefore our flight had been cancelled. They said they had known there was a problem for a couple of hours. We were put on a bus and taken to a hotel and they said they were trying to get a replacement flight for the next day. While on the bus to the hotel, I received an email from TUI apologising for the delay and that it had been caused by a technical fault on the plane. We were brought on a bus back to the airport the next day, 21st July, arriving at around 14.30. A flight then took us to Newcastle, departing at 17.40 and arriving on the 22nd July, 25 hours late. Whilst on the plane, the pilot said that a technical fault on the outbound flight had caused the delay and that the IT issue meant there was no back up plane or crew. He clearly stated that the delay was not due to the IT issue. I received an email from Tui once we had returned stating that the delay was caused by operational issues (no mention of the technical fault). We had to pay Β£24 for extra time in the car park.- Melbourne-Newcastle
- Economy
Delilah O
Verified | Jul 25, 2024Melbourne-Newcastle
Economy
Technical problems
We were due to fly on 20th July at 16.40 from Melbourne Orlando Airport to Newcastle airport with Tui. Although the TUI app said around 10.00 that morning that there was a revised flight time of 18.40, we still made our way to the airport as I had no direct notification of any change. I paid $115 in a taxi and on arrival at the check-in at 13.15, was told by TUI groundstaff that there had been a technical problem with the plane leaving Newcastle and therefore our flight had been cancelled. They said they had known there was a problem for a couple of hours. We were put on a bus and taken to a hotel and they said they were trying to get a replacement flight for the next day. While on the bus to the hotel, I received an email from TUI apologising for the delay and that it had been caused by a technical fault on the plane. We were brought on a bus back to the airport the next day, 21st July, arriving at around 14.30. A flight then took us to Newcastle, departing at 17.40 and arriving on the 22nd July, 25 hours late. Whilst on the plane, the pilot said that a technical fault on the outbound flight had caused the delay and that the IT issue meant there was no back up plane or crew. He clearly stated that the delay was not due to the IT issue. I received an email from Tui once we had returned stating that the delay was caused by operational issues (no mention of the technical fault). We had to pay Β£24 for extra time in the car park.- Melbourne-Newcastle
- Economy
Anthony I
Verified | Jul 25, 2024Manchester-Bourgas
Economy
No reason given
No communication from the airline booking ref 24327383. Arrived at destination 03.10 20/07/24. Got to apartment 04 30 to be told apartment was given to other guests. Very stressed and upset as this caused upset for my 5 Yr old daughter. Airline did not offer anything or give any communication- Manchester-Bourgas
- Economy
Rob R
Verified | Jul 25, 2024Manchester-Bourgas
Economy
No reason given
Booking reference: 24327383. No communication from airline. Arrived 03.10 20/08 arrived at apartment 04.30 to be told was given to other guests travelled with 5yr old nice who was very restless. Caused me to be anxious as was my first time flying- Manchester-Bourgas
- Economy
David O
Verified | Jul 24, 2024Melbourne-Newcastle
Economy
Technical problems
We arrived at Melbourne Orlando Airport on 20th July at 13.15 for a 16.40 flight. The Tui app stated that there was a revised time of 18.40, but i had no notification of this so travelled at the scheduled time. As soon as we arrived at the airport, we were told by the Tui groundstaff the flight was cancelled due to a technical fault with the outbound flight from Newcastle. I received an email once we had been put on a bus stating that a technical problem had delayed the flight. They didn't know how long a replacement would take. Apparently, there was a power problem on the plane. We were taken overnight to a hotel, then on a bus the following day back to the airport and got on a Tui flight 25 hours later. This took off at 17.45 on 21st July and arrived at 6.30am on 22nd July, a full day late. The pilot explained to the flight that there had been a technical fault with the original plane so they couldn't take off and they had no backup plane or crew available, due to the IT crisis. Tui has since emailed claiming it was postponed due to operational difficulties. The groundstaff and the pilot clearly stated that it was not to do with any IT issue. The Tui groundstaff in Florida said they knew there was a problem with the flight at least 2 hours before we arrived at the airport -I paid $115 for a transfer, to then be taken straight back. I have copies of the 2 emails from Tui, one stating technical fault and the one the following day saying operational issues were at fault. I had to pay Β£24 extra at the car park in Newcastle, but I know that can't be claimed back.- Melbourne-Newcastle
- Economy
Edward Geoffrey H
Verified | Jul 23, 2024London-Kos
Economy
Various issues starting with transfer from airport
Paid per person for private transfer for 3 adults and suitcases to be squashed into a taxi and suitcase on our laps for 50 mins. I'm disabled and had to be dragged out of taxi and could just about stand. NOT A GOOD START! Booked in store but was not informed that resort was not suitable for mobility impaired, even though I walk with a stick that your staff would have seen. The extreme amount of stairs and the gradients meant I never saw the beach and struggled to get around the resort. I had 6 flights of stairs down to my room. The top pool bar was never open, the waterfalls into pool never on. Not enough sunbeds for all guests. This holiday was extremely over priced and definitely not 5*. Customer care is needed not you seeing pound signs. However, the staff at the hotel were wonderful.- London-Kos
- Economy
- Desired solution
Micheal M
Verified | Jul 22, 2024London-Montego Bay
Economy
complaint reference 15874162 booking ref 19742388
still avaiting contact on componsation offer and a person to call me and explain whats has taken so long- London-Montego Bay
- Economy
Michelle L
Verified | Jul 21, 2024Tenerife-Newcastle
Economy
Technical problems
Flight cancelled on Friday night, had to sleep in airport on floor overnight until other accommodation was provided on the Saturday, was told Sunday morning that new flight was going to be Tuesday afternoon- Tenerife-Newcastle
- Economy
Ivaylo M
Verified | Jul 21, 2024Manchester-Bourgas
Economy
Technical problems
Had to wait for 3 hours on the Airport due to airline not able to do online check in and had to handwrite tickets- Manchester-Bourgas
- Economy
Sean R
Verified | Jul 20, 2024Bourgas-Manchester
Economy
Problems at airport
Well the hotel rep said my flight was on time but soon as we got to the airport we was delayed and had to stand for ages as staff said they had received the passenger manifest bur when I spoke to tui I asked if the flight as even landed and first she lied then said no the aircraft has only just left Manchester we was offered no drink or food kids was sleeping on the floor in 30 degrees heat- Bourgas-Manchester
- Economy
John P
Verified | Jul 19, 2024Manchester-Punta Cana
Economy
Successful claim
Technical problems
We had numerous flight delays throughout the day due to technical fault. Eventually we were accommodated in a hotel overnight and fed. A new plane arrived to take us the following day at the same departure time. That was also delayed by over an hour. Tui issued us with a letter to claim compensation from our travel insurance company which I have enclosed a copy of. We lost a full day of our holiday and I was shattered as spent a lot of the time pushing my wife in her wheelchair back and to from departure lounge to food halls throughout the day, which was quite some distance.- Manchester-Punta Cana
- Economy
- Successful claim
Kerien C
Verified | Jul 19, 2024Punta Cana-London
Economy
Successful claim
Technical problems
The plane was delayed for 5 hours on the return trip and because of a change of plane due to a fuel leak we did not get the premium seats we were not told of any delays until we arrived at the airport so we were in the airport for 7 hours with out food or drink We also had an hour and a half delay on the outward leg but this was because two passengers decided to leave the plane so we could not take off until there bags were found- Punta Cana-London
- Economy
- Successful claim
Graham S
Verified | Jul 18, 2024Newcastle-Bourgas
Economy
Unknown
The flight was delayd at newcastle airport for over 3 hours with 50 minuets sitting on the plane , after about an 1.5 hours we had a sick passenger onboard we had to land at prague to let passenger off then police came onboard to speak to passe gers that were using foul language . Then the capitain announced they did not have enough fuel to get to bourgas and did not know how or who was going to pay for the fuel so another 3 hour wait before we took off again no food or drink on the plain for hours then 1 cup of water- Newcastle-Bourgas
- Economy
Julie S
Verified | Jul 18, 2024Newcastle-Bourgas
Economy
Unknown
The flight was delayed over 3 hours at Newcastle then had wait another 50 minutes before we took off then we had to drop at Prague for a sick passenger then another 3.5 wait after the passenger Was took of the plane as captain said there wasnβt enough fuel to get to bourgas so we had to wait for payment for fuel- Newcastle-Bourgas
- Economy
Judith C
Verified | Jul 15, 2024Birmingham-Bourgas
Economy
Cabin crew
The cabin crew banged my elbow whilst lifting the trolley on to the carpet they yanked the trolley to get it on to the carpet and came towards my seat no apology and they knew they had bumped my elbow .male cabin crew person leaned towards me to let a passenger get passed he trod on my foot on 3 occasions no apology .they were most rude it was an flight that was so uncomfortable as I kept my arm off the arm rest and had my in the most uncomfortable position all flight .don't think I'll be flying with tui again .the out bound journey was bad enough with a 2hr delay sat on the aircraft but co.img back with the cabin crew was even worse .- Birmingham-Bourgas
- Economy
Kym S
Verified | Jul 13, 2024London-Tenerife
Economy
missing luguage, flight,poor customer service
We would like to submit a complaint a claim for compensation due to the following. We flew out on the 24th June 24 from Gatwick for our Wedding Anniversary. The flight to Tenerife was delayed by an hour, this was fine as we were advised. When we arrived in Tenerife approximately 8:15pm we were missing our medium suitcase. No TUI rep around to ask for help. We spoke with one of the airport staff who advised we needed to file a report. Report filed, see attached. Person at the desk told us this could be a security check or our luggage may have been left at Gatwick, they were not able to advise when we would get our luggage or if we would get it back. He took our phone number and email and assured us someone would be in contact from the airport regarding our missing luggage. We left the airport feeling stressed and frustrated, saw a TUI rep who was too busy talking to the coach drivers to even acknowledge us when we tried to ask about our case. He asked if we had filed a report, when we said yes, he shrugged his shoulders and walked off. By this time, we were livid but shockingly things got worse. We felt awful getting on the coach as we were worried people had been waiting for us. We said down and had to wait for around another hour, the coach driver kept coming on the coach, no update, no acknowledgement, during this time, the same TUI Rep was outside continuing to speak with the coach drivers. Surely, he should have at least come onto the coach and given us an update of why we were waiting, please advise if his job role?? What was a 20-minute coach trip to our hotel was hours, we did not arrive at the hotel until gone 11pm. No TUI Rep in sight when we arrived. It seemed TUI were waiting for other flights to come in to save money. This is shocking, there were also families on the coach with small children. To add to our frustration, there was one receptionist checking a very long queue so by the time we were given our room key it was close to midnight, of course no bars were open so we could try and have a chilled drink as we got there much later than we anticipated. That night, we couldnβt sleep due to the worry of our suitcases, we had already made the hotel reception aware the night before about our missing suitcases but we asked them again in the morning. They tried the airport, unable to establish contact. No updates about our missing luggage, we were angry, frustrated and stressed at this point. No TUI Rep in sight again. Hotel reception said it happens all then time, why, this is not acceptable? Furthermore, they advised it was likely our luggage was still in London and we would not get it until we returned home as in their experience this is what happened. Absolutely shattered, due to no support from TUI, we put on the app, we went out and purchased flip flops, beach towels, shorts and dresses, we did not get receipts as we were not advised to by the TUI Rep, we purchased these items from local shops who did not issue receipts. In total we spent approximately 35 euros. in cash. We did purchase sandals and trainers from a shopping mall, as we only had the footwear we arrived in, and as far as we knew, we would not see our suitcase until we returned home. We did get a receipt for this and want reimbursed for the full amount as well as the clothes we purchased from the local shops. We did email TUI on the app before we purchased these items, what a surprise no response. Eventually when out TUI Rep turned up at 2:30pm, her attuides was, it happens all the time, you will get it back. It was only when I reminded her, she was here to help she said she would phone the airport and keep chasing, this didnβt happen. No updates from TUI or the airport regarding our luggage. The TUI Rep seamed to have time when we said about excursions, of course this is commission based. Shockingly that was the only time we saw at TUI Rep. That night we went to bed, still no luggage, 2 days, we were due to celebrate our wedding anniversary that night but we were too exhausted. Second day into a week holiday, angry frustrated and were not enjoying the holiday due to the incompetence of TUI and the airport. We finally got our suitcase back, no information from anyone for 3 days. On receiving our luggage, we find they had levered the suitcase opened, lock is broken. These are expensive cases and now we canβt use one, see photo. Why did they lever it open when they have a key? Furthermore, why did they not contact us when we arrived and ask us to open our case. There wasnβt even an explanation why they had held our case or broken it. What gives them the right to hold and damage our cases with no explanation.?? These cases have a life time guarantee. You can no longer get these cases. At the time we brought the set half price. A large, medium and 2 hand luggage cases. We want reimbursing for 4 Antler Cloth Suitcases as it is not our fault, we no longer have a set this is incompetence. I have attached the receipt for when we purchased the cases, however, these were purchased half price. Current set of cases plus a second case for hand luggage comes in at Β£527.00 plus a further cabin case at Journey home, we had no issues with the items in our case, please explain why they were searched, kept for 3 days? Even though we were so relieved to get our cases we didnβt enjoy the remaining of the holiday due to stress so our week away, that we desperately needed, was ruined. Just to finish off the awful holiday, our flight was delayed by an hour we were advised of this on the app. As we didnβt have much faith in TUI we checked the boarding gate and our flight was boarding before 9pm, no updates on the app, the app, still said the flight was delayed by an hour. If we had relied on the app, we would not have got to the boarding gate on time and would have missed our flights. We try and holiday yearly, this has to be the worse experience we have ever had. We want satisfactory compensation, for clothes, suitcases, the cost of the holiday and the stress this has caused. We do not want a TUI / holiday voucher we want a payment. If we donβt receive, what we feel is a reasonable offer, we will take this further. We are appalled by TUI and their Customer Service. We booked this holiday through Tui as a package deal so TUI is also responsible for the stress we encountered at the airport and our missing luggage.
- London-Tenerife
- Economy
- Desired solution
Russell S
Verified | Jul 12, 2024Tenerife-London
Economy
No collection from resort despite details given.
Booking ref:20595255 Flight no: BY(TOM)5229. Surname STAIT Firstly, upon arrival at Gatwick on our way out (28/6/2024), we checked in, only for my surprise bottle of Champagne ordered as a surprise for my wife for our 25th wedding anniversary to be announced - "ooh, you've got a bottle of champagne ordered" by the young lady checking us in, to the obvious shock of my wife. Although the holiday went as planned, including one of your excursions, for our return (details above), I received a text on Monday 8/7 stating that our pick up at the Arona Gran hotel would be at 18.45 by bus number 50. As such, we ensured that we were ready to be collected at 18.25 in case the bus was early. Other people waiting for the same bus but travelling to Cardiff at 21.30 had been there at 18.00. By 19.30 the bus had still not arrived, and no text to explain why. It was not possible to speak to anyone from TUI on any contact numbers I had. With my wife now in a state of panic, and only 2hrs 20mins to our scheduled departure time, I contacted a taxi service through the hotel. We were picked up promptly and taken swiftly to the airport. This fare cost 29.50 euros, which I have submitted a form as requested (Β£25). However, I am appalled at the thought that this is the "end of this matter", because as far as I am concerned, it is not. We have been TUI customers for a number of years, as you can clearly find out, and have already booked another holiday for June 2025 at the RIU Chiclana with yourselves, and as such feel that this episode should not pass by without some form of apology and compensation other than a poultry Β£25 for the way we were treated. Upon arrival at Tenerife airport, I spoke to a TUI holiday rep who took down the details and said that the incompetence would be investigated. I am 75 years of age, and my wife is 66 and suffers panic attacks on occasion, and this situation did not help at all. I await your response with interest. Kind regards Russell Stait- Tenerife-London
- Economy
- Desired solution
Apology / Voucher
Chloe W
Verified | Jul 11, 2024London-Dalaman
Economy
Double charge
We was assured by reception on the cruise that we would only be charged once however we have now been charged twice which has left us unable to pay our bills and has put us in a unprecedented financial situation. We have been charged just under Β£700 twice. The staff on board also requested we give good feedback stating their name so that they will be given 1 day annual leave.- London-Dalaman
- Economy
- Loss: β¬683.75
- Desired solution
Stephanie D
Verified | Jul 9, 2024Rhodos-East Midlands
Economy
Diagoras
Flight TOM7247. Flight attendents were rude, They were waiting for passengers to board and failed to notice a passenger smoking a cigarette on the runway. The safety announcement was perfunctory and they stated they were only saying it as directed by the Law. The plane was cold & when I asked if they had a blanket I was informed only the comfort pack which was Β£9. I have circulatory issues & was given no alternative but to purchase. the blanket is very thin and far too small. There was no drinks service on board, however the staff made the effort to announce the Duty Free Sale of cigarettes. One member of staff , stomped up & down the aisleturning off the overhead lights with no reason given After landing the staff told the passengers to hurrThere were no steps for 10 minutes & when they arrived no-one helped off the disabled passengers. Although on the run way there was a stack of 6 wheel chairs. y off the plane as it was raining & they needed to clear the runway. On boarding the bus to the terminal a flight attendant got on with his rucksack pushing passengers so he could squeeze on. Another staff member shouted 'there are 166 on this bus , so hold tight. The flight attendent was heard to say ' I need to hurry as my duty hours are increasing. |The flight attendent had an attitude & didn't assist anyone off the bus towards the terminal. The plane used for the Tui flight was a Fly 4 plane which had no safety shhets in the pockets. The plane was very cold and the staff weren't interested in the passengers, they remained at the front of the plane talking to eaach other except for the attendent who was seemingly counting her steps when aisle walking up & down The pilot gave limited information on the route taken except to say we will be flying over the Alps. I have never been on a flight where the staff were so disinterested. I felt that in the event of an emergency they would be a hindrance.- Rhodos-East Midlands
- Economy
Allen P
Verified | Jul 8, 2024Malta-Manchester
Economy
Technical problems
TUI REJECTED OUR CLAIM FILE UPLOADED BUT THEIR EXCUSE NOT TRUE THEY STATED AIR TRAFFIC CONTROL DELAYS. What Happened we were late boarding due to Tecnical issues then Boarding was cancelled more Tecnical issues . When we boarded we were told Tolilet at rear of aircraft Broken and Enginners were on board. Then Pilot made announcment to all passengers stating Air Conditioning Fault and more delays at this point in time it was in its mid thirties people on board unwell we were told to close blings we were stuck on the apron Then we were told that Air Conditioning couldnt be fixed and we would have to take on more fuel as we couldnt fly above 23000 feet this incurred more delays fuelling the aircraft in total we were delayed by C 3.5hours very hot very unconfortable- Malta-Manchester
- Economy
Marc M
Verified | Jul 7, 2024London-Izmir
Economy
Technical problems
The pushback vehicle was stuck on the aircraft and they couldn't release it so was sat on the plane for 3 hours or more at Gatwick Airport- London-Izmir
- Economy
Tracy W
Verified | Jul 7, 2024Newcastle-Bourgas
Economy
Unknown
We had emergency landing in Prague so weβre sat on plane on runway for extra nearly 3 hours and finally arrived in Bourgas at 5.30am on the 28th June instead of 9.45pm on 27th June- Newcastle-Bourgas
- Economy
Kelly T
Verified | Jul 4, 2024Manchester-Arrecife
Economy
Poor service
Flight was delayed by 30 mins. Then we were told to board and then weβre held on the runway for 1.30 minutes. While they added an extra 140 cases for different passengers. Was complete mayhem and completely unorganised arrive at lanzorate airport to wait round Baggage collection for 2 hours 40 minutes. It was now 12.40 am we arrived 10pm was meant to have landed at 8pm Around 30 cases missing from passengers of that flight which was all 3 of our cases. No one knew what was going on. Unhelpful TUI staff. Was completely unorganised we didnβt receive our cases until 2 days later. We had nothing at all with us apart from what we travelled in. Completely ruined our holiday very little help at all with TUI staff. On board flight a staff member Brent was extremely rude and has no interest in his passengers. Very poor service- Manchester-Arrecife
- Economy
- Loss: β¬300
- Desired solution
Janice T
Verified | Jul 3, 2024Birmingham-Dalaman
Economy
Forrest Julian hotel Turkey
Just got back from our holiday at the Julian Forrest hotel Turkey and what a relief to get home absolutely the worst holiday Iβve ever been on on arrival to our room the bed and tea tray were covered in ants reported to reception they said they would deal with it next day they were crawling everywhere in cups and glasses in my hand bags went back to reception they didnβt seem awfully bothered asked for another room but had to wait til next day the restaurant where food is flies are everywhere all crawling over the food which is all uncovered my partner who is receiving hospital treatment was ill all week so was I you donβt really expect this which you have rated as a four star hotel we had no clean towels for 4 days so put them in the shower tray came back the cleaners had just put the dirty towel back up on the towel rail went to reception they gave me 1 bath towel 1 hand towel said they would send 2 more up to our room but they never arrived so we had to share 1 bath towel lots of people were complaining to reception about other things but to be honest reception donβt seem interested we had a terrible hoilday costing us Β£536 each which we had been saving all year really not good enough Iβm sure you will agree hoping for some compensation which I think would be the least you can do- Birmingham-Dalaman
- Economy
- Desired solution
Apology / Voucher
Craig D
Verified | Jul 2, 2024Manchester-Punta Cana
Economy
Technical problems
We were in the airport from 7 am until 3.30 pm we were not offered any food or drink vouchers. We were then told our flight was cancelled and put on buses to a hotel 35 mins away. They are giving us dinner which was poor. We were told we would be picked up tomorrow morning. I had checked my bags in the day before to save queues and also paid for fast track security and I need to go through check in and security tomorrow which will be busy and add extra stress on. I suffer from an over active bladder and canβt wait in queues hence what we done beforehand. It has caused me anxiety and stress as I struggled on the coach journey to the hotel. We are also having to pay for drinks, our hotel was all inclusive and we wouldnβt had to pay for anything. This was for our 10 year wedding anniversary and paid nearly Β£5500 for it! Itβs just completely ruined our holiday.- Manchester-Punta Cana
- Economy
Hayley R
Verified | Jul 2, 2024London-Rhodos
Economy
Accessibility was poor and dangerous, as well as rude
Firstly, when boarding the flight nothing was organised and when finally reaching the aircraft, doors were being closed on me. Then I got to the hotel and no needs were met, like a ramp. When a ramp was finally installed, it was too steep and dangerous and resolted in me falling backwards in my wheelchair. The hotel accepted that their was a fault at hand and that they were never informed, even though it was written in the TUI notes, which was confirmed on the phone. Noone has resolved the issue and I was offered less than a quarter of the holiday. My holiday for my partner, daughter and I was completely ruined.- London-Rhodos
- Economy
- Desired solution
Katie D
Verified | Jun 27, 2024Dalaman-Birmingham
Economy
Dalaman
Sorry please ignore my complaint. It was about my hotel. Not the airport. Please cancel. Thankyou and sorry- Dalaman-Birmingham
- Economy
Stuart G
Verified | Jun 26, 2024East Midlands-Alicante
Economy
My booking bookingreference24302372MrStuartGeorgemrsGeorge
Book ower ticket on like two weeks ago I call to day to check what was going on I told the lady we not had any thing from them as taking this length of time we have made other Arrangement buy booking else weβre iv traval lots on diffent air lines all ways get a email with the confirmation of owe flyts with in 24 hours not over two week ? Iβd like a full refund that I paid for me and my wife on this so called booking reference 24302372 Mr stuart George & mrs Marie George we only new regarding the confirmation to day the 25β/06/2024 Two weeks after owe booking buy the way of use making a phone call to your office this is very bad to say the least some two weeks after owe booking so we made other arrangement to get there you can pay owe refund to my debit card that we use to pay for this so called FLYT please Mr and Mrs stuart George & Marie George thanks- East Midlands-Alicante
- Economy
- Desired solution
Refund
Paula H
Verified | Jun 21, 2024Manchester-Punta Cana
Economy
Have no complaint against the airport
We have flew for 7 yrs with tui 6 of which was premium seats,our food on the way out was not as it was before but not much choice,on return flight 2 passengers in front relaxed in there seat which left me having to move seats we had 5/6 inches free space we politely asked them to lift there seats but he was very abrupt saying we'll go & complain to staff which we did & she said he has every right to relax & told us to relax ours but we thought of the couple behind us,I had to leave hubby on his own after I moved to the other side.we were annoyed at the staffs reaction & was glad there was empty seats I have some photos if needed to show you,so overall we we felt really let down by tui. When we checked in we noticed building work going on which was 6 days a week 12 hours a day we were not informed of this before we got there on talking to other tui guests they got Β£250 all you could hear the on going noise day I'm day out.
- Manchester-Punta Cana
- Economy
- Desired solution
Expenses reimbursement
Paul C
Verified | Jun 19, 2024London-Fuerteventura
Economy
viation authority
my partner and flew on a titan airplane on the 22/05/2024 after having problems with the seats ,then being 35oooft we was informed by the crew that we was not on the passenger manifest ,this in my book is not safe if the plane had gone down no one would be looking for us ,because im not getting anywhere with yourselfs im on the verge of contacting the civil aviation authority ,hopr tp here from you .- London-Fuerteventura
- Economy
- Desired solution
Claire G
Verified | Jun 17, 2024Newcastle-Rhodos
Economy
Would not let us add my son.
We have a holiday booked for a double swim-Up room and a single occupancy shared pool room for the date above. I need to add my 19 year old autistic son as due to his mental health he has recently tried to commit suicide (now under the care of mental health team) so we do not want to leave him alone and donβt have anyone to look after him. Tui are being very difficult and not showing βreasonable adjustmentβ for our difficult situation that is out of our control all we need is an additional flight as the room could just be upgraded to add my son, but Tui wonβt do it and are not showing βreasonable adjustmentβ. We have already paid extra to upgrade our rooms. I- Newcastle-Rhodos
- Economy
Jason P
Verified | Jun 17, 2024Naples-London
Economy
the plane was disgusting
We boarded the flight and the floor in front and underneath us was soaking wet, it soaked my partners socks and bag. It smells and is sticky. The attendant gave us cardboard and bags and tried to help as much as possible. But donβt the planes get checked? I believe I should be reimbursed for having to endure that. Also the flight is delayed by 2 hours
- Naples-London
- Economy
- Desired solution
Lee B
Verified | Jun 17, 2024East Midlands-Dubrovnik
Economy
Over weight baggage
9th June 24 Flight Tom7772 and 16th June 24 return TOM 773 Bags weighed before we left home, 1@ 19kg 1@18kg when at the airport we apparently were 3 kg over weight and charged Β£42 extra. On the return journey. we weighed the same as when we them weighed at home. either your scales are not calibrated properly or are rigged. I would like my Β£42 refunding please- East Midlands-Dubrovnik
- Economy
- Desired solution
Expenses reimbursement
Estelle R
Verified | Jun 16, 2024Birmingham-Amsterdam
Economy
Missed flight, Birmingham Airport
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 thereβs 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 βjust stay in the queue and follow it around.β We did as we were instructed.- Birmingham-Amsterdam
- Economy
- Loss: β¬800
- Desired solution
David S
Verified | Jun 14, 2024Manchester-Fuerteventura
Economy
Pre booked seats relocated day before flying
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 ( Β£28) as these have been randomly allocated,- Manchester-Fuerteventura
- Economy
- Loss: β¬33
- Desired solution
Refund
Gemma D
Verified | Jun 9, 2024Glasgow-Cancun
Economy
Cabin crew extremely rude
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 Β£30k for my holiday and wedding my guests spent over Β£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 werenβt 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 Β£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 Iβm getting the Captin to turn the plane around if you donβt 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 wasnβt bothered , as I wasnβt 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 wasnβt to drink wasnβt 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 weβre completely diffent staff from the last time so I couldnβt understand why they were being so rude and she said look me when Iβm speaking to you I said Iβm going to sleep i have not been drinking I donβt 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 donβt look at me , I donβt 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 wasnβt 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 donβt 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 thatβs not including all the excursions we done with the tui reps at planet Hollywood that was another Β£10k easy as they were lovely girls the hotel was amazing only the cabin crew both ways was absolutely shocking and the second crew wouldnβt give names and hides their names badges her photo is below from flight home it wonβt let me upload the all the videos I have- Glasgow-Cancun
- Economy
Margaret H
Verified | Jun 9, 2024Bristol-Palma de Mallorca
Economy
Claiming airport taxes because our holiday was cancelled.
Booking No.20648766. Claim Ref 46375811 7 May/25 May. M & J Henderson We received a small refund for cancelling this holiday but I canβt trace having received the refund of airport taxes. Please investigate and advise. Thanks- Bristol-Palma de Mallorca
- Economy
- Desired solution
Refund
Marcel M
Verified | Jun 8, 2024Montego Bay-Birmingham
Economy
No entertainment
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 Β£50 compensation because of the inconvenience has I was booked in Premium.
- Montego Bay-Birmingham
- Economy
- Desired solution
David S
Verified | Jun 7, 2024Manchester-Fuerteventura
Economy
Pre booked seats relocated day before flying
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 Β£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- Manchester-Fuerteventura
- Economy
- Loss: β¬32
- Desired solution
Expenses reimbursement
Paul D
Verified | Jun 4, 2024Palma de Mallorca-Cork
Economy
not picked up at hotel booking ref 21475694
tui bus no 65 never showed up for our pick up at Protur playa calla Millor hotel at 11.55 for flight out f Palma @3.5 to cork after a half an hr wait we informed reception in hotel and she rang tui pick up driver told her he could not guarantee our pick up due to a problem ?? and for us to get a taxi ourselves from calla Millor to Palma cost 87 euros to guarantee to make our flight which we did , only for us asking reception we would be still sitting in hotel lobby and would have missed our flight no one informed us directly of a problem- Palma de Mallorca-Cork
- Economy
- Desired solution
Expenses reimbursement
Apology / Voucher
Michael M
Verified | Jun 3, 2024Manchester-Antalya
Economy
i purchased 6 months ago a holiday from TUI i paid for seats
on SUN EXPRESS XQ593 2024 06 03 to Antalya I had booked and paid for rows 33b and 33c so I could be with my FAMILY but when i got on they had allowed a Turkish family to sit in my and my partners seat the member of the crew said that they had not booked seats but wanted to sit together might i add they were Turkish!!!! i suffer from PTSD and my anxiety level was horrendous i was shocked that on a mainly English flight the crew did not speak English not GOOD i would like certainly compensation for my seats also for the upset and stress caused by this for sure it has ruined my holiday!!!- Manchester-Antalya
- Economy
- Loss: β¬100
- Desired solution
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