TUI Nederland Reviews 

The search is nice and functional, filter is perfect, proposals are very interesting.
But mobile app has less functionality then web to manage the booking. For example, there are no function for payment available in mobile app.

Not happy at all, the vacation was good, the flight to there was good, but when was time to flight back then the problems started, the flight was delayed for more then 2 hours, then the last minutes they changed the gates! 🤦🏽‍♀️

Dear TUI, have your engineers vibe coded? I'm looking for a vacation for 2 adults + 2 kids. As a result:
1) parameters are not passed from one step to another
2) from available option every other time I try to see the prices, I get "oops something get wrong".
3) even if I can get prices, when I try to choose, I get the error as well.
So it became just literally impossible to book a vacation through the website.
Helaas.

HORRIBLE!
Despite arranging everything to travel with our 2 cats in advance and paying their additional 120 euros, and traveling 2 hours to the airport before and waiting another 3 hours at the airport for all the security checks and documentation we got on the plane and because of an allergic idiot people we had to leave the plane. We were all stressed from both traveling and waiting already too long and then we couldn’t even fly our home timely. Horrible experience! NEVER AGAIN!!!!

Never ever again. A terrible hotel, airplane delay of 8 hours and sleeping on the floor of the Montego Bay airport waiting for the flight back, misinformation from the TUI crew at the airport, no accommodation/food vouchers, 0 compensation; customer service and tui don’t belong in the same sentence.

TUI is again a very terrible service and seats!

I am flying with a group and they chose this airline. It is very terrible, do NOT fly TUI !!!!!!

Don't trust them.
I am extremely disappointed with the service of TUI.nl, especially considering that we have been loyal customers for years.
We booked a holiday for 5 people for approximately €15,000 and additionally paid for “comfort seats.”
30 days before departure, we carefully selected and paid for specific seats (rows 15 and 16) so our whole family could sit together.
Then, just 2 days before departure, we received a dry email informing us that the elderly members of our group had been moved to a different part of the plane — without consultation, without consent, and without any attempt to resolve the situation. On top of that, they were separated and are no longer seated together, even though they are elderly, do not speak the language, and rely on each other for support.
This is unacceptable. I planned everything in advance and paid extra to avoid exactly this situation, yet I am being treated as if I failed to do so.
The result?
A 5-year-old child cannot sit next to their grandmother during a 10-hour flight for a 16-day holiday — causing unnecessary stress before the trip even begins.
Customer service was equally disappointing — no possibility to speak to a supervisor, and the call was simply disconnected by the agent.
An in-person visit to the service desk brought kind and understanding support, but no solution. I was told the flight is “fully booked.” The agent promised to try to help me tomorrow, however it feels like even she is powerless against a rigid system that does not allow any flexibility.
What makes this even worse is the timing — this change was made just before departure, leaving us with no real options to fix the situation. It feels like being put in a position where we are simply expected to accept it without any support. This is an incredibly frustrating way to start a holiday.
Referring to “terms and conditions” is not sufficient. With this level of spending and demonstrated customer loyalty, I expect a materially higher standard of service and reliability.
I formally request that this matter be reviewed without delay and that a clear explanation be provided, together with concrete corrective action.
Furthermore, this situation may constitute a failure to deliver a paid ancillary service (pre-selected seating) as agreed at the time of purchase. Such unilateral modification without consent raises concerns under EU Regulation 261/2004 and general consumer protection principles, including the obligation to provide the service as contracted or offer an adequate remedy.
In light of the above, I expect an appropriate and proportionate resolution, including compensation for the inconvenience, distress, and failure to deliver the service purchased. Failing this, I reserve the right to escalate the matter further, including filing a formal complaint with ACM (Autoriteit Consument & Markt), as well as pursuing additional legal and consumer protection channels available under EU law.

Easy to process our tickets from Cancun to Amsterdam. So happy and hoping this trip will be a great experience to my daughter and I.

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.

Please ad English language option to the website and to the app. It’s extremely challenging to use it without knowing Dutch.

We Travel long time with Tui and we are happy with everything. Just the App of Tui Nl is not easy and practice. We think that must be better.

TUI.nl only offers the iOS app on the Dutch app store, excluding foreigners living in NL.

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 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.

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!

They say that they PayPal me €79,00 but the tool doesn't do it! Shit company! I don't go with them🤢🤢🤢

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.