Review Time
We are currently in tunisia, we were supposed to fly back to germany on friday, before a couple of hours we get a message from tui that our flight changed and we must take a flight the next day (thursday), the plan is now to arrive at an airport in germany at 11 pm and it would take 5 hours to reach home (originaly we booked at airport 50 mins away). We cpuld only contact tui with messages, they were not helpful at all, their only onformation is that it is the flight companies fault and they should reclaim, i mentioned many times its not just about reclaim, it is insane stress for us to do that trip, they did not respond to that and just closed the conversation, basicaly throw us in tunisia und told us to solve a problem not caused by us!
That much stress which I experienced from this travel agency is not acceptable!! I made a reservation from the partner Ltur but all the info’s were on my tui account. 1, 5 days after booking I realized that instead of booking me, my husband, and my daughter, on flight details, room bookings, and on health insurance 3 times my name is. I texted them immediately and asked for those info’s to be corrected. After very long waiting and very hard communication they asked as to pay for the name change 220 per person and 10 per person for the agency. But we already booked a trip 5000 euro worth. I was very angry because I reported the problem immediately. Then after a few more days, they let us know that the flight is not available anymore and we need to fly separately, I flew on the supposed time and my husband and my two-year-old 12 hours earlier. That is not acceptable with a 2-year-old. They are very rude and only what is important to them is your money. I am sure I did not enter my name 3 times, and this is just a nightmare 12 hours before the supposed VACATION. I am still not sure if we are going to fly together. I reached out to the flight company, and they told us that the name change IS POSSIBLE and that can only be done by the travel agency. What kind of a person would book a vacation for the same name 3 times, when the dates of births and the gender differ! They have my number, and they should have called me to check what had gone wrong. I got the info that they do retype my booking, so I am sure the mistake was from their side. Okay I AM NOT RECOMMENDING BOOKING YOUR VACATION WITH THEM! Please avoid it!
Tui changed airline at short notice. We paid extra for specific seating & this was also changed with different airline. We asked for a non ground floor apartment....guess what we got a ground floor apartment. We went to hire a car through Tui. Small print said Zero Excess when we got to sign for hire we were told 1000 euro excess. Not happy, cancelled car hire car. Beware folks, always read terms carefully. Wouldn't recommend Tui & won't be using them in the future.
If I could give 0, I would. Planes are always late. The company makes false promises on vacations. Example being, on the website they offer a shuttle to a destination. Come to find out that they tell you their is no shuttle or that you must of read the info wrong. They argue with you about something they clearly offer on the website. My wife and I had wake up 2 hours early to walk to a city we were not close to. All because Tui offered shuttles but then didn't. They blame you as the customer for all that goes wrong on their end. They have no set times or schedules for anything. It's really a mess and if you miss your excursion, you lose your money. They steal money, don’t offer solutions to their mistakes and think 5% discount on a future trip will solve the problem. I want my money back because their won't be a next time. This is not our first experience with them but this is the last!
We travelled first time with TUI to Turkey and stayed at costa Mare suites. We had such a bad experience from the arrival to the end. Initially upon arrival the rooom wasn’t ready, finally once the room is ready they opened the room door for us and asked us not to come out of room as the room key wasn't available even though we check-in. This means no light or air condition available in the room and we had to forcefully sit in the room until the room key was available. This has taken over 5 hrs(40 degree temperature )We arrived on 28th, but they checked us with the wrong date on 27thOur flight was on 4 Th August but they came and asked us to immediately vaccate the room and wait at the reception till the next day. We were forced to vaccate the room and stay out with very young children over 12 hours. When we contacted TUI they were very rude to us, swearing at the customers etc.The TUI Rep at the hotel was very rude to us as well. There was a clear differentiation shown to us based on our race. We went for several holidays but never had such a bad experience. TUI was only interested in taking money but not not bothered about the customer experience and customer satisfaction.Their communication was very very poor.Once you arrived at your holiday destination they are not interested to talk to you any more apart from if you want to book any additional trips with them. We met few other customers who had the same experience.Regardless you travelled alone or with family and kids never ever travel with TUI
Booked a package to Robinson Club in Crete for us and our 6 month old baby. After taking over 4000 euros they tell us they can’t provide a baby seat for the transfer to the hotel despite it being a legal requirement. The hotel is also not even nearly close to the airport. Don’t sell holidays for families if you cannot cater for their most basic safety needs! Now they are ignoring my emails and we leave in 4 days
After last minute flight cancellation, I spent 6 hours on the call to get an alternative flight or to get my money back. TUI was just trying to get rid of me by sending me to another callcenter or to the airline callcenter that cancelled my flight. I wasted whole day on the phone and finally lost my holidays without TUI help.None of 4 people I was talking to spoke English. None could redirect me to the person that can help me. I was twice waiting 1 hour for one connection. No email from TUI came, but just SMS about flight cancellation.1 star is honest rate, because good service can be recognised in critical situations like I had.
Stuck in turkey due to Tui cancelling flight. Rep at hotel only spoke German told couldn’t help us . Tui 24/7 help line useless was told she couldn’t fly a plane so can’t help. Moved to another hotel awaiting information on new flight. Communications are the wurst I have experienced. Email there CEO no reply. Do not use Tui terrible experience
Today we accompanied our dear guests who were spending their summer with us in Medulin Pula.They flew from Pula airport to Manchester.I must mention that I have traveled halfway around the world, but I have never experienced this kind of behavior from your representatives.The (probably) airport employee politely approached your representative, however your representative started yelling at her in front of all the passengers.The airport employee was uncomfortable and the girl turned and left. The scolding of the representative was very shameful and ugly to hear, all the passengers commented to each other.If I were that employee, I would sue your representative!Big minus for you! 20.07.2024.
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