I never expected to be treated this poorly by a company as large as TUI.On 15 May 2025, I was scheduled to fly from Curaçao to Amsterdam (Flight OR393). After more than three hours of waiting at the airport, we were eventually informed that the flight would not take off at all. The flight was cancelled or delayed beyond operation, something TUI was fully aware of.I submitted an official compensation claim on 21 May through their website. I received a confirmation email saying the claim was received, but since then:❌ No reply❌ No update❌ No explanation❌ No actionI followed up multiple times via email, no response. I tried calling their Dutch customer service line multiple times, the line doesn’t even ring. Nothing.This kind of silence and avoidance is completely unacceptable, especially when the airline is fully aware that an entire flight of passengers was affected. TUI knows exactly how many people were on that flight. They know it didn’t take place. And still, they choose to ignore valid claims and leave customers in the dark.After more than a month of being ignored, I was forced to escalate the matter to ECC Nederland (the European Consumer Centre), which supports consumers in cross-border complaints. This is not something customers should have to do just to get what they're legally owed under EU Regulation 261/2004.I’m deeply disappointed, not only in the delay itself, but in how TUI has handled this, or rather, how they failed to handle it at all. This is more than bad service, it’s a deliberate lack of accountability.If you are considering booking with TUI, know this:If something goes wrong, you may be completely on your own.I hope others read this and think twice, or at least know their rights and don’t stay silent like TUI hopes you will.
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