Review Time
I rarely write negative reviews but am so frustrated by TUI that I wish to share this.My TUI Netherlands flight to Zanzibar was scheduled just after disputed and reportedly manipulated elections, which triggered severe political unrest. At the time of travel, very sadly for the people of the country there was an ongoing five-day internet blackout and a country-wide curfew, with widespread reports of up to 1,000 people killed, no cash in ATMs, and limited food supplies. The UK and US had both issued negative travel advice, and TUI Belgium correctly chose not to fly.Despite the situation being extremely unclear — with no reliable information about safety on the ground — TUI Netherlands still operated the flight, flying customers into a potentially dangerous situation. When I cancelled before departure, they refused a refund, and even now, after raising the issue again, they continue to refuse.In my view, it’s simple: TUI flew a flight they should not have flown, and then refused to refund a customer who reasonably could not travel.A deeply disappointing and concerning experience.
What a horrible service from TUI ! Trying to get support from customer service while on holiday for the last 3 days and being fed promises that someone will call me back to help while nobody does. For 3500 euro they sold a package to the beach where you cannot swim , with rocks and sewage getting in the water, hotel rooms having such poor locks that raccoons forded the locks twice in three days, we had to move rooms multiple times and tui just doesn’t care and doesn’t even bother at all to help. They just take your money and don’t care if you enjoy your holiday or not.
In my opinion is not fair, that during reservation process is information that I can change trip for another. After reservation, customer service want money for cancel and change reservation. I made mistake during reservation, I reserve trip two times, now I should pay 219euro for cancell one. Is not fer!
I booked my vacation with TUI only because they offered an evening return flight, which I paid extra for. From the start, the package was already more expensive than what other companies offered. Less than two weeks before my vacation, I received an email saying that the key return flight had been changed to the afternoon, with no explanation.When I called to ask for clarification, I was simply told that the evening flight had been canceled and that there would be no refund. My question is: what exactly did I pay extra for if the evening flight no longer exists? On top of that, this change means I will lose an entire day of my vacation, since I now have to leave the hotel in the morning.Customer service was unhelpful and unwilling to resolve the issue or offer any alternatives. This was my first and last time booking a vacation with TUI.
TUI refused to reply to my complaint after a month of emails. They closed the case without solving anything. See full story below.I had an extremely disappointing experience with TUI on a recent trip to Rhodes, Greece. The trip was planned with very little time because due to our work schedules we arrived at the store to speak to the travel consultant who was equally helpful just a few minutes before closing and we ended up being pressed for time, taking into account only the landscape and the view of the resort and the advantage of being all inclusive, the value was also within our parameters and we were pleased at the time.The resort we stayed in was nothing like what was advertised: the hygiene conditions were very poor, the rooms were in bad condition and the reception staff showed total indifference, even when my girlfriend fell ill with possible food poisoning.She even vomited outside the local hospital, without any help from the health professionals present. During her hospitalization, she was treated coldly, and I, as her companion, was prevented from accompanying her most of the time. We felt completely helpless.The only positive part was the effort of a local TUI employee, who personally visited us in our room on the last day and helped us contact two doctors (one private and one from TUI), and recorded our complaints.In addition, the cabs organized by resort charged more than the agreed prices, even though we presented documentation with the agreed prices.Since returning to Holland, we've had to spend even more on doctor's appointments and medication. My girlfriend is still ill and unable to work, and is now under pressure from her employer to return. This trip, which was supposed to be a moment of rest, has become an emotional, physical and financial trauma.We have already contacted TUI, the insurance company and the Greek Ministry of Tourism. We are awaiting a formal response. I deeply regret this experience and would not recommend it.------------------------------------------------------------ [Update - July 2025]I received a final email from TUI saying that they consider the case closed and that they will no longer respond to my emails, even without clarifying important points of my complaint. This attitude demonstrates lack of respect for the customer and complete absence of responsibility.I felt that, because I was a foreigner and not fluent in Dutch, I was treated with less respect, with confused, delayed and sometimes condescending communication. This raises serious doubts about the equal treatment provided to non-native customers.Btw, I have all the emails exchanged with TUI as proof of what I report here. If necessary, I can share with any interested entity or competent body.
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