Review Time
I went to Cabo Verde as a solo traveller and ended up in the NhaTerra hotel on Sal. Which on the site looked OK, not the cheapest option but close to everything.
When I arrived it was not as advertised. Dark and outdated, no customerservice, dirty room and sanitary, holes in towels, beds like cardboard and so on. As the hotel wasn't really inclined to help, I asked help from TUI. Well that was a mistake, they didn't help at all. All the time no possible options to change hotel, while the whole island is run by TUI.
Contact with either local or Dutch customer services was just unhelpful or they couldn't be bothered.
So I decided to change myself into another hotel they do business with, had to change my transfer as well. All in all a frustrating and costly affair.
I went to Cabo Verde as a solo traveller and ended up in the NhaTerra hotel on Sal. Which on the site looked OK, not the cheapest option but close to everything.When I arrived it was not as advertised. Dark and outdated, no customerservice, dirty room and sanitary, holes in towels, beds like cardboard and so on. As the hotel wasn't really inclined to help, I asked help from TUI. Well that was a mistake, they didn't help at all. All the time no possible options to change hotel, while the whole island is run by TUI.Contact with either local or Dutch customer services was just unhelpful or they couldn't be bothered.So I decided to change myself into another hotel they do business with, had to change my transfer as well. All in all a frustrating and costly affair.
Unacceptable last-minute changes and poor customer service: I booked a round-trip vacation from Amsterdam to Tunisia, paid in full, only to have TUI change my departure airport to Brussels a week later. The new flight was scheduled for 6:00 AM, which was impossible for my family. Living near Amsterdam, getting to Brussels by 3:00 AM with children is a logistical nightmare—not to mention I had already paid for parking in Amsterdam.Despite showing maximum flexibility and requesting a simple airport transfer or a one-night hotel stay to make the Brussels departure work, TUI refused to assist. Their only "solution" was a €150 discount on a new booking, which was useless as prices had spiked and options were limited. I ended up canceling and booking the same destination through D-reizen for a better deal and much better service. Avoid TUI if you value reliability.
I had a terrible experience with TUI on flight OR1611 from Lanzarote to Rotterdam on 22–23 March.First of all, I booked my flight with destination Amsterdam, and the day after they changed it to Rotterdam, adding 1.5 hours of extra public transport.My flight was cancelled. I received the cancellation SMS at 18:00, and they told me to wait while accommodation was being arranged. Three hours later, at 21:00, they informed me there was no accommodation for me. No hotel, meals, or transport were provided, even though other passengers were given rooms, and a fellow passenger later told me that rooms were actually still available at that hotel. I had to pay for my own hotel.During the whole process, a staff member ignored me when I tried to give my name for a hotel room. Another girl traveling alone, who turned out to be a minor, was also completely lost and denied a hotel.All announcements and information were in Dutch only, making it impossible to understand what was happening. Even during the flight the next day, all communication was only in Dutch, despite it being an international flight.Even the replacement flight the next day was delayed by more than 2 hours.TUI’s handling was completely unprofessional, unhelpful, and stressful. Passengers deserve clear communication, assistance, and support. TUI failed completely.
Booked a trip to Madeira, 6 nights, due to Transavia flight cancelled, they wanted me to reduce my holiday time by 2nights. Useless customer service, they didn’t change the hotel reservation to fit the flights changes and very late communication. Book at your own risk, if anything changes you bear all the costs:)
I booked a TUI fly flight via the online travel agency BudgetAir, for the route Amsterdam–Cancun–Bogotá. On the day of departure I was asked to pay €525 (originally €900) for one additional checked bag, which is more than the price of the ticket itself. Because of this excessive and unexpected charge, I was unable to travel and the ticket remained completely unused.BudgetAir told me that these conditions “come from the airline”, so I tried to contact TUI fly directly to ask for clarification and a fair solution. This has been extremely frustrating:The online complaint form does not accept my booking number, because the trip was booked through BudgetAir.I have received no meaningful response from TUI fly customer service by other channels.Whenever there is any answer at all, the message is simply that “everything must be handled by BudgetAir”, without any real attempt to investigate or help resolve the problem.In practice, TUI fly is happy to operate the flight and apply the baggage rules, but when a serious issue arises they hide behind the intermediary and refuse to engage with the passenger. There is no real ownership of the problem and no willingness to help.I understand that I booked through a third party, but the flights were operated by TUI fly and the baggage policies are theirs. As a passenger, I feel completely left alone between the airline and the agency, with both sides pointing at each other and nobody taking responsibility.Based on this experience, I cannot recommend TUI fly. If something goes wrong, do not expect their customer service to be responsive or helpful.
Terrible! Seriously, the service is awful! My brother came to visit me for 10 days and they forgot his suitcase and said it could take up to 5 days So they can give it to her... what is she supposed to wear now??? And all the food she brought??? Completely incompetent!
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