TUI Airways

✅ 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.

✅ Trip Verified | Just come off a flight from Gatwick to Fuerteventura. Absolutely fantastic flight. Captain was very polite greeting all the passengers when we disembarked with a smile. In the cabin manager BJ was superb. He and the rest of the crew did a great job by making customers feel special which is unusual in today's climate. Plane was completely full but was clean on arrival. The only negative was we were 2hrs delayed from Gatwick. Well done TUI for a great experience today.

✅ Trip Verified | We were due to fly out of Tenerife south at 9am on Saturday 11 March. On boarding the crew were welcoming and helpful. We got settled in our seats, and the captain made an announcement. Due to the French Air Traffic Controllers' strike, we might be delayed takeoff by about 40 minutes. About 30 mins later, he made a further announcement that there was more delay. However, within 10 minutes, he was back with an update, he'd decided on a different route, but had to order more fuel. He kept us up to date on route and the weather in Aberdeen throughout the journey. The crew did an amazing job in difficult circumstances.

Not Verified | To be fair, I don't know whether this is partly an airport fault. We were booked on a flight due for take off at 2.50pm. The airport board said check in opened 12.20. We joined the queue at 12.15. Check in did not start until 12.30, and then only one desk, not two, for another few minutes. At the departure lounge, the board said gate displayed 2.15. At 2.15 we went to Gate 1, which we had been advised of by Special Assistance. I have a problem with steps so required the lift to the plane. When the flight was announced, we were taken to the lift, which has comfy seats, fortunately. We could see the other passengers queuing in the cold wind and gathering clouds. At 2.30, the fueller was still operating. The Special Assistance guy looked in the cabin through the window, tried the emergency door, but there was no response at first. We could see the cockpit crew in the plane. All I can assume is that cleaning took longer than usual. Given that the flight was supposed to take off at 2.50, the delay in boarding seems odd, but then so does fuelling, when the plane had been standing for about an hour, and the airport was anything but busy. Eventually, about 2.40, the cabin crew opened the door and we were allowed entry. The plane was beautifully clean. The cabin crew were smiley and friendly, but how those poor people with toddlers and babies, who had been standing in the cold were feeling, I have no idea. Incidentally, the stance Tui uses is quite a walk from the terminal, and only part of it is under cover. Given the inclement weather conditions in Aberdeen generally, it's unfortunate, to say the least. BA has covered airbridges from the terminal for its flights. Maybe it's a cost thing for Tui? The pilot announced something about possibly missing our slot, worst case scenario half hour wait. We either were allowed to go late or stole another flight's slot but took off fairly quickly. However, both hubby and myself noticed excessive air pressure change on take off and landing of this flight. It's not something we've noticed before. I can't say it was a different aircraft- it looked like any other Just not impressed with Tui this time around. It has always been my flight provider of choice, but I maybe need to think again.

✅ Trip Verified | This flight is worse than Ryanair cheap seats. Paid premium for extra space seats and what a joke that was given that as they were filled for free by those that did not pay the premium as soon as we were ready to take off (lucky them). Also premium for what, seats were uncomfortable, barely big enough for someone like me who is only 65kg and 5'2". Service in flight was shabby if not woeful. Have a return ticket back to London with TUI and will definitely not be travelling with this joke of an airline again after this. People are not cattle, stop treating them like farm animals and give them what they pay for.

Not Verified | The pilot didn't show up for our flight. Last flight of the day, all shipped off to hotels - some of our flight ended up in Heathrow hotels so not even local. No prioritising families so we ended up with a double room for a family of 5 with 3 of us on the floor. TUI have been 'investigating' our complaint for 2 months. The result? A standard email saying they're sorry and will pass our feedback on to the relevant team. Absolute farce and will never use them again. I advise others to do the same and hope that TUI don't survive this recession.