TUI - www.tui.co.uk

I have flown with Tui long haul about 7 times over the last ten years, and found the flights and holidays okay. On 20 December 2023, I was due to return to U.K. on a 10 hour night flight. A couple of days before, I was made aware by another holidaymaker that the inflight entertainment was not working in a few seats on that flight, and the day before flying I received a message that my seat, and my wife’s would be affected. So that problem will have affected at least 4 flights and Tui couldn’t bother their backsides to fix it. Considering I had paid nearly £1000 for an upgrade to premium for this holiday, they will only offer £50 each in compensation. My wife and I don’t sleep on these flights so it was incredibly boring, and even worse we weren’t given headphones to reduce the noise of a screaming child during the night. In view of their refusal to increase the ‘compensation’ I will not be using Tui again.

I would give no stars if I could!

TUI are an absolute disgrace of a company and make promises that they don’t deliver on. We agreed a holiday change due the Rhodes fires in the summer and were assured multiple times, both before and after our holiday, of a refund as the new holiday was cheaper. Despite numerous assurances from the in store TUI staff, the holiday experience TUI team are now advising that we won’t get the full refund.

It has taken nearly 6 weeks to finally get any sort of response from TUI even though we have been trying since returning from holiday at the start of August. The post holiday customer services has been atrocious with their policy seeming to be if you ignore customers long enough they will go away.

I have been appalled at the lies they have told us, the seeming lack of trust in junior members of staff and the fact they appear to have no company values surrounding honesty, integrity, customer service - I could go on.

I don’t think I will ever use them again as I no longer believe a word they say and refuse to spend my money with a company with such poor values.