Review Time
Flew from Manchester to Madeira 23 May for a mountain biking holiday. Only on arrival to find out they couldn’t be bothered putting our bike and luggage on the plane . Our holiday now in utter ruins the indifference from them was staggering . Informed later our bike would be on the Friday flight to Madeira but even on arrival they won’t be delivering they till the next day ,giving us on day on our bikes . Asked why I couldn’t get them that evening Answer ….because (and that was all ) Offered to collect them ourselves or pay to have them delivered Answer …..no Almost lost for words l asked why are you even bothering to fly them out , just so we can fly them back . We thought they would of put them on the transfer bus coming to our hotel that evening ,but alas even that was beyond them . To call them incompetent would be to heap high praise on them indeed I’m still trying to get my head around their utter lack of customer service . Bye TUI hello JET2
We visited Egypt during the last week of 2021, with the 8 of our family. We took care before departure about Covid related measures for the flights, by asking our TUI representative. And we followed their recommandations. Despite of this, we were asked, at the check-in desk for the return flight, additionnal conditions. This forced us to get out of the airport, take taxis to the city center, be tested for Covid, pay taxi and tests (500€), in a hurry (with a 70+ family member), because we only had 1h for that. Lukily, and because the flight had been delayed, we have eventually been able to check-in and on board. When we complained to TUI customer care a few days, they denied any responsability, and sent us a document where was described the procedure we should have followed. A document we never had before (what was confirmed by our travel agency). I will never travel again with them. And I will advise not to travel with them
I knew tui from a better time.It seems tui has changed much, maybe due to competition or market and online bookings.But sadly there is no customer care anymore (maybe too expensive or customer getting to picky)But no one answers the phone and some numbers (online and advertised via own homepage) do not even take calls. Ok. No problem. I wrote an email. No response. 2nd email just took too long, they did not or does not want to understand my question and concerns.The hotel did not provided the services and amenities we booked at tui.I do understand that hotel stuff is low paid and not working because of dedication to their job, but to make a living.Therefore not much help, only a blaten look. In the sense of "ok, I heard it and can't do anything, thank you for leaving now..." :-))To get hold of tui... Hmmm... Difficult.It's always the same. Polite people don't get anywhere. Rude wins.I was expecting more of tui. As former manager I know by heart it is possible to do better and don't invest much money.Not sure if 3 stars is correct and should be only 2?!
Went into TUI Broadmead Bristol & our booking was called up & they said “yes we can sort the Coco Bongo trip out for you” They took £600.00 of our money & the TUI (I was assuming knew what she was doing assistant) booked our trip. She also confirmed the trip with another assistant who said “I’m staying in the hotel next to you!!!” We were told to confirm the pick up prior to the date - no rep at our hotel but don’t worry TUI on line help is there to help you! NOT!! 48 hours & constant chasing & they finally confirmed our pick up. The day came we were all looking forward to it & no coach came to pick us up. We then discovered that the rep had booked our trip for Dominican Republic we were in Mexico & yet she had called our booking up when she booked the tickets!! speechless!! I am now trying to chase for a refund on that very not so helpful app that TUI say will sort everything for you!
The worst experience ever. We traveled with them in January to Maldives. 2 days before daparture back home my partner was positive for COVID and we have to been in a quarantine for 12 days. We had also TUI protect where is included 5.000€ for quarantine costs. They had to pay to resort or make a deal about payment during our stay. We get confirmention that we do not have to worry about payment but 1 day before departure we grt a bill for 7.000$. We tried to contact TUI but did not get any respond during the day. There was also representative from TUI who did not do anything to help us. So we get info at 9pm from the manager of resort that If we will not pay the bill we can not leave the island in the morning. Next day when we land in Vienna we get an email from TUI that they fell really sorry for what happened and that I could expect refund in 10 days. Today passed more then 2 monts and we are still waiting. They did not respond to emails, when we call them they do not have any informations. Maybe 3 weeks ago I send them the last email that I just put complaint about them in Euorpian Cosumer Center. Last week they reply that they were looking for complaint and that they recognised that I put wrong payment details and that is why I did not get refund. OMG????? What a liars. Trully disapointed with the company. Before we travel I thought It is one of the biggest travel angency. They do not have any empathy to the clients. We really pay a lot for a holiday and we never felt so bad. The attitude towars costumers is trully disrespectful.
I’m aware that customers have varying experiences good & bad, unfortunately, mine was a bad one. 24th March 2022 was one of the worst holiday experiences in 35yrs of travelling abroad. First time & last time with Tui, there were a lot of problems at Manchester airport, so I take that into account but your own staff unaware of their own company’s procedure is unforgivable. Particularly as they are standard procedure. I offered to show them on their own website but the staff member declined. Due to their complete ignorance & the supervisor’s condescending attitude, I was nearly late for my departure. Fortunately, the flight was delayed by 2hrs through utter chaos & lack of organisation. Food on plane was atrocious, bad presentation, tasteless & stale. In future, stick with what you know, fly with a better known, better trained airline.
We have been on vacation in Turkey (TUI Blue Side) when we got tested positive and we got into Quarantine. The contact with TUI was amazing. They took care of all the bookings, rescheduling of the flights and took care of the communication with the hotel. We felt very cared about and it was such a blessing to know that everything is taken care of, especially since we didn’t feel well and couldn’t leave our room. Thank you so much TUI!
Oh my God...TUI is operating like a company run by outsiders, with very little understanding of customers needs...as if they only want to look good on the surface to make their shareholders happy but underneath there is pure chaos...especially when it comes to customer service....their automated chat service is a joke....Whats App service is out of order....telephone lines are so busy that you get kicked out after 10 minutes or they ask you to call back (because they are busy) OR you wait for 45 minutes when you have to hang up yourself because you can no longer listen to the "let the sunshine come in" song that they are playing....as if they don't want your business....and please, if you require me to pay you some money, just tell me the account number in your letter and don't let me chase you for hours and hours because you don't inform me about your bank account number....it would have been soooo simple@Rene from TUI: Sure, I truly believe you are a company who cares for their customers, did not know about these problems before and will change in the future based on my feedback.... ;)
I booked a holiday last autumn 2021 for May 2022.Due to circumstances beyond our control we are now unable to go, when I tried to cancel I was informed that I would forfeit the £800 I had paid.This is a total scam,my deposit was £400 and the second payment of £400 was never part of said deposit,It was never stated or made clear.I accepted that I would lose my £400 deposit but am disgusted that TUI are now claiming this second payment was part of the deposit.I have given TUI plenty of notice of intention to cancel and there is no way their admin costs stretch to £800.This is nothing short of the worst sort of corporate greed and profiteering.£800 for a holiday I can't take(No problem for TUI to resell due to plenty of advance notice and lifting of all restrictions).Shame on TUI, despicable customer service.Will never book with TUI again.I have raised this issue with TUI who in fairness did respond initially to basically tell me Tough luck,and are now ignoring me.
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