Review Time
We booked a car rental in Spain and received a car that did not contain petrol although the contract stated the car will be filled. Luckily, we found a petrol station after 1AM in the morning that was open. We returned the car to the airport and explained the situation of which we were referred to Tui DE for a refund. We contacted Tui DE, corresponded for six months regarding the situation only to be told that we should contact Spain. The agent did not provide a contact. Customer service with this company is a major problem, needless to say we have not been reimbursed after six months of correspondence with TUI DE nor did receive information to contact their colleagues in Spain.
TUI is incapable of issuing a company invoice (i.e. putting a VAT number and a company name on the invoice). Their customer service processes are so stunted, as they make you contact various departments over email and telephone, only for said departments to send you back to the initial customer service.Being unable to accomodate such a simple request is plain disrespectful to the customer's time and money. I will not be using TUI's services anymore and I would advise anyone with similar expectations to seriously reconsider booking trips through this agent.
We booked an all inclusive family vacation to Belek, Turkey, staying at Belek Beach Resort Hotel...Firstly, the package included flights with luggage, but online check-in has a fee...as well as choosing a seat. Nobody told us this.Checking-in at the airline counter also has a fee...also not mentioned. The transfer was handled professionally with friendly staff, as well as our arrival at the hotel. We felt very welcomed.Our biggest selling point for this holiday were all the activities for our five-year-old son...however:Kiddies aqua park - closed.Kiddies play area including trampoline - closed.Kiddies rides/carousel - closed.Kiddies pool - unsupervised and...closed.Water sports - closed.Halfway through our holiday the pier was closed to hotel guests.All restaurants advertised as open in the brochure only opened one day a week, and as a result were fully booked, so no chance to get a table.The entertainment staff were wonderful and our son had a good time with them, but he was extremely disappointed and didn't understand why everything was not open.We booked an excursion which included a visit to an orange plantation. When the transport arrived a few days later we were told the plantation wasn't included as it is 'seasonal' and not available from 1 November. We we booked the excursion with a TUI agent on 14 November.Our son was again confused because this would have been a highlight for him, only knowing oranges from a supermarket. We were instead wtaken to a boring outlet store. At least he got an ice-cream...TUI sold us a holiday under false pretences. Basically, they were dishonest. Took our money without concern.The 'included' flight back also cost extra, and on top of it we had to pay a large sum for luggage because it was 'sport equipment.'None of this was mentioned.TUI was our tour operator and should of prepared us for all of this.We would not have booked had we known, and will probably not use (or recommend) this company ever again.I'm disgusted.
We booked an all inclusive 5 star hotel including transfer and flights, for about 3600 Euros. however our experience from Tui side was sub standard. The transfer - after arrival at the airport on time with our scheduled flight - was a more than one hour wait for the departure of the (already available) bus. They wanted to pack more passengers in. To save money, or what? Do you think, after arriving at 10pm with a hungry 5 year-old and a tired 11 year-old i wanted to stand at the bus station for another hour? If you would have at least informed us in advance, I would have gotten sth to eat for the kids. The drive was like 20 minutes, taking a local public transport bus would have been faster honestly. But without any advance info this was not feasible, as even in the bus we had no update on how long to wait that was anywhere near accurate (like, "another 10 minutes" when it was in the end over 60 minutes to wait). We arrived pissed off with bad mood kids in our vacation hotel.
Beware when booking with TUI! Their seemingly attractive offers often come with hidden fees that can leave you feeling cheated. Free cancellation? Don’t be fooled; they’ll hit you with unexpected charges later on. The customer service is alarmingly poor. Representatives struggle with both German and English, making communication a nightmare. Instead of resolving issues, they often defer and promise to "inquire." Honestly, booking with TUI can be a risky decision. I highly recommend exploring other options for a more reliable and transparent experience. Don’t let TUI ruin your travel plans!
Would give 0 stars if I could. Terrible app. Delayed flight by 9 hours. No customer rep. Got Tokens to spend in shops that don't exist in terminal. Phoned customer service. Got automated message after putting in reference number saying "hope you enjoyed your flight". I'm still in the terminal. Stuck without any rep from TUI for 6 hours and counting. Avoid TUI at all costs. Just need to see other reviews here to see what a mess of a company. Anybody working for them should be embarassed
We booked a package holiday 18 months before commence. We saw the pictures and booked. When we went to print our e tickets we noticed our luxury room had changed to pretty awful room. We contacted the wonderful TUI customer service whom assured us we would have the room we booked at paid a massive ungraded price. On arrival we found the really poor room was ours complete with view of brick wall. Contacted TUI whom are in total denial. After 3 days customer service. Yeah I can see problems. Contact us when you get home. 11 pretty awful stressful days. I never experienced a poorer company ever. TUI makes you very unhappy!
So we turned up at Marina parc Menorca at 5pm checked out at 6pm dirty place not a place I would recommend We went to another Tui hotel 10 minutes away and had to pay in full to stay here 4 adults and a autistic 2 year old To make things worse Tui offered us £100 compensation and that’s £25 each Tui we’re late to react and instead of talking flight costs out and reimbursing us the £2000 spent on accommodation they offered me £100 Then Tui wanted £1656 for one room at the palladium Menorca We paid the hotel direct and it was cheaper Tui couldn’t give a dam
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