TUI Reviews 

Great professional service from the Tui store on Edge Lane.

​I have used TUI many times and generally find their booking process and service very reliable. My recent 10-day city break to Naples was, overall, a fantastic holiday. Staying next to Naples train station provided a brilliant base to explore the historical highlights of Campania, including Pompeii, Herculaneum, Paestum, Capua, Veseuvias and the National Archaeological Museum by train. The trip itself was culturally rich and thoroughly enjoyable.
​That said, there were a couple of logistical drawbacks that TUI could easily improve:

​1. Hotel Rating Expectations: I stayed at the Stelle Hotel in Naples, which was sold as a 4-star property. If it had been marketed as a 2-star, it would have been acceptable, but paying 4-star prices made the lack of comfort, unreliable Wi-Fi, ambient street noise, and missing facilities a genuine disappointment. TUI needs closer vetting of its city break hotel ratings to ensure they match reality.

​2. Airport Transfer Guidance: As transfers are not included on city breaks, some simple arrival advice in the booking info would make a huge difference. The €5 Alibus shuttle from the airport to the central station was incredibly cramped, claustrophobic, and chaotic. Taking a €25 taxi on the return journey was vastly better. It would be very helpful if TUI advised city break guests to take a taxi and ask for the official fixed rate (tariffa fissa), which drivers are legally required to honour.

​3. Flight Delay: On the return flight back to Gatwick, we were delayed on the tarmac at Naples Airport by 2.5 hours because another aircraft had broken down on the runway. While airport operational issues are outside TUI's control, it added an exhausting end to the trip, although I'm grateful for the airline staff for providing water to passengers.

​Summary: I would still rate my experience an 8/10 overall because TUI remains a solid, dependable operator and the destination was wonderful. However, better hotel quality control and clear transit advice would make these city packages much smoother for travelers.

Staff was great very helpful

Just easy to book and pay for a holiday

we went in to look at a holiday, but jo was very understanding of our needs and taken time to answer our concerns, we felt really comfortable wit her so we booked

Had a little issue on arrival , Paris the tui rep sorted everything out professionally and promptly, thank you Paris @poseidon hotel

Has to be the best flight ive ever been on. Staff were lovely and reps were at the hotel if we needed them

This relates simply to the booking process as there is still a lot to happen on this holiday, and before we depart. But so far the booking process seemed absolutely fine.

I booked my holiday today in the Widnes shop on Albert road with Lynn she was so helpful very professional and friendly gave me lots of good advice and put me at ease I think I would book again in the Widnes shop as all the staff are quite friendly and helpful especially Lynn.

If it could be a minus it would they canceled the flight for our holiday next year an alternative flight was found but was told it'll cost another us £2000 absolutely ridiculous and unacceptable avoid these fraudsters at all costs your holiday is not safe or protected like they claim we got a full refund but that doesn't cover the kennels already booked and the things as a family we cut back on to cover the holiday

TUI did not inform disabled passengers that there was an industrial action at Palma Airport that had began a 24/7 strike 2 weeks before arrival and there were no wheelchairs or baggage assistance available. The TUI reps who were were over 500 metres away from the baggage collection, instead of a wheelchair I used both suitcases as a walking aid to stumble through the airport concourse to reach the TUI stall outside and on arrival the TUI reps werectotally apathetic and unhelpful and even though a taxi was pre booked for us they were only determined to get disabled passengers onto coaches just to get them out of the way. We sat in the direct sunlight for over 20 minutes with no hydration before a TAXI driver enquired to see if we were alright as I am also diabetic and was dehydrated. Eventually we got a taxi to the Marella Discovery 2. Complaints to TUI in writing never even warranted a reply and this incident, no doubt like many others, was just totally ignored. If disabled please ensure that when booking you realise that once you disembark the aircraft you're totally on your own as the TUI rep told me that what happens in the airport has nothing to do with them,seemingly that includes warning you beforehand that there's no disabled assistance available on your arrival.

Easy to use website, clear information

Lots of choice for different Holiday types. Good information of the area and distances from hotel. Always find very good value holidays.

Love booking with TUI.

I have always booked with TUI and been happy and trusted their service however I recently booked a 5 star holiday and since paying the £250 have seen nothing but bad reviews on the hotel. I contacted TUI to cancel and get my money back but TUI refused to give me back my deposit despite agreeing with me that the standards have significantly slipped and is not reflective of the 5 star holiday they sold me. The most they could do was offer me a change in holiday with no admin fee charges. I am really not happy and would like my £250 deposit back. What’s frustrating is that there was an option to book with no deposit! But having always trust TUI I didn’t have any reservations of putting down a paid deposit. Seriously not happy and will not be traveling with them again. How can they sell you a 5 star holiday, and then agree it’s not 5 star and then refuse your money? It’s crazy to me. Will be taking this further for sure!

We had an amazing time on our first cruise. Stayed in balcony cabin 8064, our 3 cabin maids June, Reg and (oops I forgot the other girls name with the beautiful plaits) were amazing . Lee and the entire entertainment crew were fabulous we took part in everything and had alot of laughs. Every member of staff were amazing. We didn't upgrade to premium and found the all inclusive fantastic . Booked trips for most days and had fun exploring new places. Have booked again for next year. 😀🛳️

Lovely staff

Cameron greeted me with a smile as I entered the shop and from the beginning helped me with booking my holiday . I new exactly when and where I wanted to go and he provided me with the perfect trip.

We had a 3 day break in Tenerife for my birthday, booked a room with a hot tub, multiple issues with the room, including the hot tub we paid extra for, spent most of our short stay trying to get stuff fixed, got home and put in a complaint only to be shown a statement from the Tui rep claiming that we tampered with equipment to get compensation!! REMEMBER the reps are there to protect Tiu from guests not to help guests out. Utter disgrace of a company and I will never use them again.

TUI customer service, planning and total performance has had a colossal fall from once what was a reliable staple in package holidays that I trusted to look after me and my family - never again. Don't bother complaining to customer service you get rude inexperienced staff or even worse AI stock responses without human checking. The company is failing fast. Terrible experience from booking through to return transfer. TUI will try to incorrectly blame others in the service chain, who are not at fault.