Review Time
Never again. Worst experience of our life. We have a baby our baby went ill during our trip and she went to the hospital for 3 days. After we call Tui to ask to extend our trip since we had this situation. They didn't help at all with anything. They said we had to buy our own new flight tickets, book a new hotel and also the rent car. Nothing we could extend normally since it was Tui reservation and not us directly. They cleaned their hands of helping. Again this was not a normal situation. We thought to book our trip now with an agency to get protection and help if something happened to our kid. It happened and not just we were left alone as it caused us losing more time to fix everything since everything was with Tui reservation. If you have kids never trust this agency. They just want to make profit even if that means playing with the health and wellbeing of your children. Apart for all the rest, you will always get the worst bedroom of the hotel you booked, we arrive late due to Tui hours and me pregnant with a baby had to carry stairs up everything since elevator was not working. And the "best" part was the fact that we were "blessed" with street view directly to a private house were one morning a gay couple was having sex with open curtains. Straight in front of our window we had to close everything. The flight with Tui is always horrible and prepare yourself well to carry your kid all the way to the luggage since they take any stroller to the luggage area of the plane doesn't matter for you to spend all money in special strollers like yoyo or maxi cozy made for planes... Will go down and they don't even return to you as normal at the door of the plane. It is return to you at the luggage lounge probably broken. Doesn't matter how many times you call them and they promised you they would call you back (they never call you back). They will tell you something to please you and say problem has to be solved by agencies, hotels or whatever there subcontract. Again, never book with them. What seems cheap will cost you a lot of time and money.
A little bit of context. In May this year I thought it would be smart to use the TUI travel agency to travel to Tenerife. We planned our trip and paid everything 2 months in advance.Fast forward to just 5 days before our chosen date of departure, which was August 20th. We got woken up by the news that there are raging wildfires in Tenerife. Naturally we contacted the customer service, thinking that we would be greeted by people, and not machines that keep repeating the same lies that it is safe to travel to Tenerife. If it weren't lies, then you'd get the silent treatment and you'd get to hear all about "understanding our situation" from the customer service while ultimately getting ripped off for my desire to stay alive. Thanks TUI!Now here's what I think about it. I don't care about your understanding. If you really understood, you wouldn't have STOLEN my money. You know why I say it's stolen money? Because none of you in the customer service told me that you would go to Tenerife at this point in time, but all of you kept repeating to me that authorities haven't contacted you about the situation. 10.000 hectares are already burned and our hotel is just 10 kilometers from the nearest fire, but we're supposed to believe you it is safe?!You also kept repeating to me that the airports in Tenerife work. Guess what, airports also work in Moscow, Kyiv, Afghanistan and rest of the world. That doesn't mean it is safe to go there, is it? Or maybe you have excursions in there too, after all it's just another location to rip people off for you, isn't it?My conclusion is that all TUI cares about is ripping us off for a small amount of money that they make every 2 minutes. While it's a small amount of money for them, someone might be left without vacation and money using their useless service.And the biggest tragedy is that nothing can ever get my money back. You have insurance? TUI Flex? It doesn't matter! You know why? Because TUI thinks that it is safe to go to Tenerife (or wherever there is a raging wildfire), no matter the circumstances. Literally the president of the Canary Islands said that this is the worst fire in 40 years, if not even ever, that occurred on the island. But TUI thinks it is safe, so who are we to oppose that.It is actually quite hard to write a negative review and put everything in perspective about TUI, because literally everything sucks with their service. For example you can't even write a report about this accident, as already mentioned - can't use any insurance or flex (they think it's safe!), can't even report that you're not using your reservation in the hotel. You have to wait until the whole booking/reservation passes?! The other option is to simply cancel the whole booking and let them win (because according to them - cancelling is the client's fault?!). Word of advise to everyone thinking about using TUI: feel free to do it if you want to see your money burn. I am left with no choice except to wait for a couple of weeks to see if they get to their senses and return my money back because of my desire to not die in a raging wildfire. If that doesn't happen I will contact a lawyer. It's time to end this pyramid scheme once and for all.THIEFS!
In January, we have booked a superior room with sea view in a hotel+flight for July via TUI.nl. When we arrived we didn't get the room we paid for(hotel practising overbooking). After lots of conversations, we received another room with sea view but much smaller. So we were promised to get a voucher. We have been waiting up to now, writing several reminders and we still haven't received any voucher, only ridiculous excuses (eg.:vouchers are handwritten - it takes a long time to reach us by post; they have been too busy...) DON'T TRUST THEM ! (even if you have received a letter mentioning you owe to receive a voucher)...They fool you down!
We got direct flight tickets for Amsterdam-Bodrum which was 4.5h flight. 1 week before flight, they sent an email and inform me that our flight will stop in Antalya. Our flight is 7.5h, we have a toddler… I am writing this from Antalya airport waiting for departure. They just announced that they mistakenly unloaded all luggage… it is disaster… worst flight ever…
I am writing to express my profound disappointment with the recent experience I had with TUI. The fact that my travel companion and I were left stranded at the airport, while we still were an hour before our flight is unacceptable. The staff's indifference and lack of assistance only compounded our frustration.This experience caused significant inconvenience, resulting in missed engagements and additional expenses. Regrettably, due to this incident and the overall poor service, we have decided to never book anything from TUI again.I strongly urge TUI to address the issues at hand, including staff training and improved communication protocols. Customers deserve better treatment and reliability from a reputable travel company like TUI.Masoumi
Worst customer service ever! Trying to make a change to my reservation. No answer by email neither by phone. Calling from abroad for several days. And nothing. More than 30 minutes on the call waiting without any response. I will never again buy a flight ticket via TUI.
We arrived today from Cancun to Amsterdam and it was a flight from hell for me. For medical issues we booked a seat at the passage for me and me friend in the middle. It worked great from Amsterdam to Cancun. Yesterday we bordered the plane and suddenly the plane wasn’t 3-3-3 seats, but 2-4-2. And we were it the middle of the four, no one from us had the passage seat. Tui changed the plane and suddenly we weren’t flying with Tui but with Wamos. We spoke to a stewardes, she was supossed to look for seats for us. But unfortunately, she didn‘t come back to us. In front of us was a family of 3 adult people, they pushed their seats to the back, so they were in our knees. We asked them to move them, they didn‘t. So they had a nice flight with a lot of space and we were trapped for 10 hours. They didn’t even pushed them back up, when we got our meals. It was a nightmare. Next time I will fly from Germany again. The pilot was great, wonderful start and landing.
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