TUI Contact Centre

Had an issue which was our fault was sorted out quickly.
Apr 23rd, 2023

When I called I could not get anyone to explain why I couldnt pay instalments on the tui app, I called around 4/5 times but then I managed to get hold of Jay Mcculloch who actually helped me book my trip and she immediately knew what the problem was. Thanks to Jay I was clearer on everything but I am disappointed that most of your members of staff that I spoke to didnt understand which is very strange. Definitely more training required. Jay Mcculloch is a treasure for Tui she has a wonderful warm personality and is extremely helpful. Please pass on my gratitude to her
May 2nd, 2023

I wish I initially booked with a competitor. TUI are nothing but crooks. I booked to fly to Greece for 7 days to attend my friend's wedding. I should have booked to go for 10 days and arrived a few days earlier. No problem since I paid for TUI flex. I called three times on 17 March 2023. Unfortunately I was not able to keep the Executive Suite and so I had to downgrade the room. I was told I would received c. 30 refund due to the change. It could well have been an increase of c.30; I cannot remember. I took a moment to decide whether I could arrange an alternative room arrangement, but decided to just downgrade the room. I called back and he quoted a significant increase which was at odds with what I was told. The person I spoke with was shirty and ended up offering to listen to the 3 calls I made that day. It's now 25 April 2023 and despite calling and emailing, each being promised that I will have an update or call back. I hear nothing of substance. I called 31 March 2023 to request that a separate complaint was opened. Still nothing. TUI have refused to escalate the complaint or the call listening. They have refused to provide any sort of complaints policy. I am completely in the dark. I called and spoke with someone on 13 April 2023. I said I wanted to cancel the holiday. The person I spoke with promised to listen to the calls herself and promised to call me the next day. We even agreed a time window for the call. I did not receive the call back (I'm still waiting). I called again 16 April 2023 for an update on the call listening and the complaint. I was told the person would be in touch with me over the next hour. Yet again, no call or email was received. I have since emailed asking for a full refund to include the TUI flex cost. Previously I would receive a response quite quickly, even if it was full of lies. Now I'm being ignored. I called 1 May 2023 to finally cancel the holiday via TUI flex. I've still not had an update on the call listening or the complaint. I will continue to pursue this. It is disgusting how TUI has treated a customer.
Apr 30th, 2023

Can never get hold of anyone! Worst airline and travel company EVER! Dont book worth TUI
Apr 28th, 2023

Great service from Lucy Wright at the call center. Helped me book the holiday over the phone and also helped email me all of the details after the phone went off. Offered extra help if I needed to know anything else. Holiday was amazing thanks Lucy
Apr 23rd, 2023