TUI Airways

Not Verified | After several times contacting the customer services of this company, I am still waiting for an answer about why I didn't get the email cancellation before arriving at the airport, it cost me more than £150 to get the refund of my tickets. All the times I tried to contact customer services by phone (by email was impossible as they never send emails back), they hung up the phone without any reason. I can say that this company is the worst I ever seen, they are unprofessional and irresponsible.

✅ Trip Verified | This was our first time flying with TUI airways (UK) and we were surprised by the standard of service offered in this restricted time with the corvid restrictions. The boarding at Gatwick was done in a corvid safe manner and the cabin crew explained that a face mask had to be worn for the duration of the flight and whist in the arrival airport in Corfu. The Cabin Services Manager explained that due to Corvid there movement in the cabin was to be kept to a minimum and there would only be the 2 rear toilets in customer use and teh=at there was only t be a maximum of 4 passengers standing at any one time, also the there would only be one cabin service of food and drinks. We were given regular updates form the cockpit which were clear and friendly. The pilots pointed out places of interest on the route down to Corfu. Arrival at Corfu and deplaning was well organised and the Cabin Crew controlled the exit of the aircraft onto the waiting coaches. The flight back to Gatwick was an evening flight and again the Cabin Service manager explained that there were only 2 rear toilets for customer use and there would only be one drinks service. However, there was a tax free trolley has well on this flight has the banned had been lifted. Again, we had informative updates from the cockpit and were als able to follow the route on the drop down TV cabin Screens. On landing into Gatwick the exiting was well controlled by rows and seemed to be well practiced by the crew.. The onboard menu is very similar to other offered and is very reasonable in price and the food and drinks purchased was very good value for money. We did pay the extra for an extra legroom seat which was a good investment and there was plenty of legroom. Yes we would fly TUI airlines again and found the product to be excellent value for money.

✅ Trip Verified | When you book the flights on TUI website, it takes your seat upgrade money before it shows you what seats are available and what extra space you get for your money, which is wrong! After booking and paying, it said we only get extra 2 inches legroom for (£78 for 2 people). When I changed it, I was then charged a £40 amendment fee. I was basically charged £84 just to choose a standard seat, when Easyjet would be £16. The selfish TUI airline staff also shut the front aircraft toilets to public and kept it to themselves, and all people on aircraft had to use rear toilets. When I complained to TUI about people queueing in aisle and standing over me, I was lied to and told all airline companies have done the same during Covid 19 pandemic, which is a lie as Easyjet kept all toilets open to public on flight in same week. When I complained to TUI their response was the most unsympathetic, unapologetic customer service response I have every received. I will never book a holiday or fly with TUI again.

✅ Trip Verified | Gatwick to Enfidha. We were denied check as we were 4 minutes late this morning and have now been told we will lose our package holiday. This is absurd we were late by 4 minutes only, plenty time to clear customs and board, minutes late and this is how we have been treated. Told to deal with it with your insurance company.

Not Verified | Due to Storm Ciara our flight was delayed by several hours and then we flew to East Midlands airport with onward coaches arranged to Gatwick. The Captain, came into the cabin many times to keep us updated at every stage and to answer any questions. He also offered trips/pics in the cockpit. The crew were great too. Nothing was too much trouble. We would like to pass on our appreciation for the great communication during a difficult time.

Not Verified | We flew out to the West Indies two weeks earlier and had an excellent flight; we were pleasantly surprised and before disembarking I told the cabin crew how much we had enjoyed the flight. The aircraft was clean and tidy and the crew were very friendly and efficient with the in-flight catering was more than acceptable. What helped, perhaps, was that we left at 1000 and had a daytime flight heading west. We also found subsequently that we were in 'extra legroom seats' and this made a huge difference. The homeward flight left Barbados at 1700 and effectively became a night flight heading east with breakfast served at 0330(UK Time) or 2330 (Barbados time). We were also in a standard economy seat with limited legroom. I am 1m82 and found it difficult to get comfortable. When i reclined my seat after dinner the passenger behind took offence. If one pays economy prices one does not expect frills but it might be worth obtaining one of the 'extra legroom seats' on any longer flight.

Not Verified | My wife and I flew from Birmingham to Palma and ten days later we returned with TUI. On both occasions we were pleasantly surprised by the cleanliness of the planes, the cheerfulness & helpfulness of the crew, professionalism of the pilot and the overall flying experience. Gripes include poor sound over the PA, making pilot messages unintelligible; lack of legroom; and the usual hard-sell that economy passengers have to endure for much of the flight. Our return was marred by horrendous Swissport handling mistakes that centred on misplaced landing /e xit steps (a 25 minute delay while these were repositioned) followed by over an hour's wait for our luggage to be loaded onto carousel #6. They offered no explanation or apology for these failings.

Not Verified | Flew LGW to Naples to join cruise ship and vice versa. Very impressed with the efficient staff and service on board. Cabin crew and flight deck crew all informative and pleasant. Plenty of room on the Dreamliner, very quiet on take off compared to the average plane. Staff apologetic about the chaos at Naples airport seems it is quite usual! All in all a good experience with this airline.

Not Verified | Booked a holiday to Kos on a Boeing 787 with TUI. ended up saying it was switched to Norwegian which is fine but then a month before booking was told we would be on one of three other airlines which eventually was Smartlynx. The Smartlynx plane we were flown on was plain white, 25 years old and cramped more than ive ever experienced. The table when down literally gave you no space at all, I cant image what its like for taller/ larger people. I appreciate there can be some changes to the plane (as per T&C's!!) but to move us from a new bigger aeroplane when we also had extra legroom to help with two young children to a small old cramped plane is unacceptable. They just don't compare. I wont book with them again as you cant rely on them to just change what you booked and not even a fair like for like change!

✅ Trip Verified | Stansted to Tenerife. TUI has the worst customer service. We flew with them in July and our flight was delayed over 24 hours - we were never given an explanation and no one in Tui seemed to know what was going on - it was totally chaotic. We lost a days holiday and have tried to contact them to complain but it is impossible to get hold of them! We have phoned, emailed, even emailed the Chief Exec - nothing! We will keep going but seriously don’t fly with them they are rubbish.