TUI Airways

Not Verified | Further to a change in the plane TUI had planned to use, our pre booked and pre paid seats were given away to another party that had decided to sit in them. The plane was utter chaos because of this group. We, a family of four, had to stand at the back of the plane for half an hour, carrying a hysteric 2 year old and an 8 year old whilst new seats were found. Not a great start to an expensive holiday. We were offered £20 per person (the party next to us were offered £30 per person) as a refund to take alternative seats that we have booked and paid for. Being the nice family we are we took to offer, mostly, to help the over whelmed air hostesses. We even signed for this arrangement. On arrival back to the UK TUI have not honoured the refund. The refunds that the air hostess had agreed and signed for on the plane at the time of the chaos. Utterly disappointed. Don’t trust any promises made by TUI. Their customer service are now ignoring me.

Not Verified | Glasgow - Verona - Glasgow. Both flights were fully booked. Both flights were on time and crew on both legs were friendly and efficient. Seats were extra legroom and were fine for my 6'3 frame. All in all a pleasant experience. Verona airport is currently undergoing work for the winter Olympics in 2026 and I'll review it separately.

Not Verified | I was very impressed with economy service levels. After flying long haul with BA and Virgin, Tui long haul was a first. The aircraft was light and airy without any sense of claustrophobia. The crew worked very hard outbound serving plenty of drinks and the meals were good. The crew were professional but approachable and the inflight entertainment very watchable. The journey back offered less however was overnight. The breakfast was a bit of a disappointment as we were promised a hot meal, but had some cold items. I actually slept for a number of hours and being tall, this is quite an achievement for me! Overall, much better than BA or Virgin.

Not Verified | Tui app was down so I couldn't check in online. A member of staff said the app isn't compatible with Google! Flight home was delayed by 4 hours. I rang the taxi driver who was picking me up from the airport. He said he'd check the flight arrival time online. But the Tui flight tracker wasn't working so he couldn't check.. The poor taxi driver was waiting for 2 hours at the airport. Many people I've spoken to have had similar experiences over the last 2 years. Ryanair are far more competent. I'll definitely fly with Ryanair next time.

✅ Trip Verified | Terrible experience from the minute I I got to the airport. Total chaos at the check in. Plane old, seats were the most uncomfortable I’ve ever experienced, hardly any legroom, seats worn out and almost no cushioning left. Not the best for 4 hours flight. Crew on the outbound flight were miserable and unfriendly, cabin manager was terrible, rolled his eyes and he definitely didn’t want to be there. Would not recommend it at all

✅ Trip Verified | First time travelling with TUI, I have to say the service offering for a nearly 6 hour flight was far from adequate. TUI class this route as mid haul so it’s buy onboard, it would be fine if you had the option to pre-order meals like Jet2 offer but they done. There were 2 trolley services and the cabin crew appeared disinterested and rather unfriendly. It’s also a cashless airline, they only allow you to use a credit/debit card and unable to accept pre pay cards like Revolut or Monzo, again not helpful as there is no alternative then to buy onboard. The 737-8 Max whilst nice and new, simply isn’t big enough for this length of flight with only 3 toilets and no IFE. The queues for toilets were 10 deep for most of the flight. For the reasons above and it feeling like a cash grab by TUI I would avoid at all costs. They really could learn a thing or 2 from Jet2 (who seem to have got this kind of flying spot on).

Not Verified | One of the worst check in experience ever. In theory, you can get the boarding pass online, but I tried on this flight (and in a couple of other flights) to get it with the app and from the website. Always failed. Call the number, and the operator is very nice and tries hard to appease you, telling you they will look into it and try later, but it simply does not work. So, to get the boarding pass you need to go to the airport check-in where inevitably you find a single very long line, rolling out to the outside of the airport entrance of the departure hall. The line is not even sorted by destinations or by departure times. Many Tui staff in uniform "hanging around" to "assist you", but no real help is provided. Despite operating in an Italian airport the staff does not speak Italian, but only English. Appalling service. I will certainly try to avoid this company in the future.

Not Verified | Terrible service. Just back from a lovely holiday in Crete, while hotel and resort was fine, we would never travel with TUI again. The seats on the plane were extra small, could hardly get tray down and trying to get bag under seat during flight was impossible. Heraklion airport was the worst airport I was ever in, it was like a cattle market, thousands of people with not enough seating. No air conditioning, flights cancelled, diverted and delayed, we were delayed nearly 3 hours. As much as we loved Crete, never again.

Not Verified | The flight was better in some areas than I expected, not so good in others. I booked this flight with TUI in around February. I didn't expect much as this was a budget airline but I didn't expect it to be terrible. To start with: ground service. I don't mean to moan but a 2 hour ground delay after boarding before spending another 8 hours in the same seat wasn't exactly nice. Secondly: the seats. Legroom wasn't great but it was bearable - I'm pretty big so that was expected for the most part. The food surprised me (in a good way) quite good food. Keep in mind food on the return will not be as good from America though. The crew were nice I suppose, nothing special. The IFE wasn't great but it was fine considering it's a leisure airline. Would I recommend TUI Long Haul? Yes if it's your only choice.

✅ Trip Verified | Delayed take off - no issue with this. Flying from a skiing trip you do expect the weather to possibly delay things. On arrival at Manchester it took 1 hour 25 minutes for the cases to filter through from the aircraft to the luggage belt. No explanation! No staff around to ask. Incredibly frustrating. A 98 minute flight took over 10 hours including the time from resort; 3 pick ups, delays in take off and delays with luggage handlers. Very poor TUI. Manchester is an international airport but sadly your ground crew delivering a way below par service.