tui.co.uk

In August 2025, I booked a TUI package holiday to TUI BLUE Sensatori Akra Fethiye in Turkey. During

In August 2025, I booked a TUI package holiday to TUI BLUE Sensatori Akra Fethiye in Turkey. During the holiday I attended the hotel spa for a standard sports massage to ease a stiff shoulder from the flight. Without my consent, the therapist performed forceful chiropractic-style neck manipulations — a technique she had no qualification to perform and that I never agreed to.

Within hours I had severe neck pain, arm pain, and was rapidly losing strength and the ability to move my arm. I was taken to hospital as an emergency where scans showed a C5/6 disc herniation compressing my spinal cord. I underwent urgent cervical disc replacement surgery.

I've never been afraid of death until I had my first born, the thought of leaving him in this world without me to guide him is my biggest fear. I genuinely wasn't that scared while this was all going on, the pain covered up any emotions I might have had until the moment I had to say goodbye to my son at the hotel when being taken away to hospital, I didn't know the extent of what was going on, and there was a language barrier with the medical staff so part of me didn't know whether I'd be seeing my boy again. I dont break often but my god I broke in that moment. And I am breaking writing about it.

I was told I could not physically work for 24 weeks and was given a 12-month timeline for a full recovery.
TUI's response? Deny all liability — claiming they rent that part of the hotel to a Turkish company. Despite spa staff wearing TUI uniform, in a TUI all inclusive resort, on a TUI package holiday.

I submitted a formal Letter of Claim under the Package Travel Regulations 2018 — which makes TUI legally responsible for all services provided as part of their package, including that spa. They denied all responsibility and offered nothing.

We have always booked our holidays with TUI. This is how they treat their loyal customers.

Date of experience: Apr 19, 2026