TUI Airways

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 44 reviews
5/10
3 star Skytrax Rating
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1/10

"Shocked and appalled"

(United Kingdom)

Trip Verified | Gatwick to Liberia. Following a 24 hour delay because the TUI engineer could not replace a windscreen wiper quick enough led to me and my new wife missing ultimately 2 days from our honeymoon. Following advice I contacted the after travel claim line to receive the compensation I am entitled to under law. Following numerous emails to the designated address (yes I have read receipts set up) I have not even had an acknowledgment of my emails. It is an absolutely shocking service from a so called trusted provider. An absolute joke. I would highly recommend looking at other holiday providers as this is not the first time Tui have delayed me and let me down. Shocked and appalled by a clear ignorant brand who don’t look after their customers after they have spent good money.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGatwick to Liberia
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"never book with TUI ever again"

(United Kingdom)

Trip Verified | Aberdeen to Corfu return. Temp was too cold, snack choice was rubbish. Even though we had a disabled child, and made this clear at booking, we were still at A and B seats (so had to sit with another person not in our party on the isle seat) meaning that every time my daughter needed the toilet or anything, we had to ask the man to move. He was very impatient and by the time we were on a return flight, we were forced to move seats, sitting separately. Really late boarding by over 1.5 Hours, departure area is terrible at Corfu Airport, so very very uncomfortable there, and there is no airport lounge. Food very expensive. Arrivrd back at Aberdeen in the early hours, too late to drive home, so had to spend night at airport. Airline staff OK but not very friendly or helpful, didn't listen to what was ordered. Would never book with TUI ever again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAberdeen to Corfu
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"overall good standard service"

(United Kingdom)

Trip Verified | Bristol to Naples. TUI Airways offer an overall good standard service. Both outbound and inbound flights were on time and the staff onboard were courteous and professional. The seats and inflight service are in line with other short-haul flights and budget airlines - was perfectly acceptable for a 3 hour flight. The only downside was ground crew (which were not TUI Airways) being a bit slow with the delivery of luggage, but that is partly due to the summer peak season. They are primarily geared up for passengers flying as part of a TUI/First Choice package holiday which means the fares are not great value, but since it was the only airline offering this route I was happy to fly with them and would consider doing so again.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBristol to Naples
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"service as a whole was very good"

(United Kingdom)

Trip Verified | Flight to Cancun, cabin premium. Evening check in of baggage at LGW is helpful if staying overnight at the airport and was easily done. As part of their premium package they include premium security passes and lounge access, security was quick, the No 1 traveller lounge was busy but fine for quick snack. The aircraft was only 4 months old so was clean and well presented. Welcome drinks offered shortly after priority boarding and Rituals amenity pack handed out. On time departure. The inflight service as a whole was very good, bar service after take off and menu choices taken crew very attentive with a real can do attitude. The first meal was nicely presented with main course brought out separately after started finished. Good inflight movies etc and regular bar services during flight for those that wanted it. A tasty afternoon tea was served prior to landing with sandwiches, Victoria sponge cake and scone/roddas clotted cream. The first officer made announcements during the flight which being both a day and leisure flight was a nice touch. Baggage off belt quickly. A very good flight. I have to conclude by saying that holding a high tier status with our flag carrier, they were the alternative consideration. However, having flown with them regularly, they would not have emulated the service TUI provided in their premium economy cabin and a 20 year old 777 would have struggled to compete with the Dreamliner!
AircraftBoeing 787-9
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteLondon Gatwick to Cancun
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"farce at the bag drop"

(United Kingdom)

CNot Verified | Manchester to Palma. Arrived 3 hours before our morning flight from Manchester to Palma. Done everything we were asked to do, had our printed boarding cards so all that was left was to drop off our luggage. When we arrived at terminal 2 we were greeted by a queue almost the full length of the terminal which we were told to join. After about 30 minutes we got to the zig zag line so thought that we would soon be through, only to find that the queue extended down the tunnel towards terminal 3 for some 200 metres, doubled back then you got to the zig zag queue. After almost 3 hours with our flight time approaching we got to the root of the problem. Only 3 tui staff supervising travellers to check in their luggage using the installed self serve machines. We managed to check most of our luggage in, but the machine wouldnt accept one of them. We asked for assistance 3 times and waited but got no assistance for over half an hour. We then had the security checks to contend with, which is another story. We eventually made the flight but only because all TUI flights had to be delayed due to the farce at the bag drop. Never again!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManchester to Palma
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"helpful and very friendly"

(United Kingdom)

Trip Verified | First time flying TUI long haul, this time from Manchester to Orlando Sanford. Very impressed on both legs. Staff genuinely helpful and very friendly. Flights left bang on time. Two rounds of free drinks 0 food not bad for economy. Afternoon Tea great. On return leg we had a row to ourselves. Would make it a priority to fly to Orlando with this operator again.
AircraftBoeing 787
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManchester to Orlando
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Check-in chaotic and disorganised"

(United Kingdom)

Trip Verified | Birmingham to Malaga. Check-in for the flight was extremely chaotic and disorganised. Queuing barriers were arranged near escalators causing unnecessary congestion and confusion amongst passengers. Airline staff were no where to be seen to offer assistance and guidance to passengers. Boarding seemed to go smoothly however this was probably because the Cabin Crew were not asking to see boarding passes. My seat was uncomfortable and unsupportive due to the padding being worn out. Food and drinks were very expensive (even at airline prices) so would recommend you buy in the airport before the flight. The in charge crew member was putting on some silly voice whilst making announcements which literally made me cringe and squirm in my seat. My seat area and tray table were filthy and the aircraft looked as though it had not been cleaned properly in a while e.g. large clumps of dust around air vents etc. Some of my travelling party are former cabin crew and spotted numerous things that the crew were not doing e.g. not checking boarding passes? How do you know who is getting on the plane. Noticed a crew member not allowing passengers to put their bags in emergency equipment compartments however then noticed the same crew member shoving her own shoes, coat and toiletries bags in the same area? Crew in general seemed very complacent when going about their duties.
AircraftBoeing 757
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBirmingham to Malaga
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
6/10

"operated by Sunwing"

(United Kingdom)

Trip Verified | Norwich to Rhodes. TUI flight in fact operated by Canadian carrier Sunwing. Plane clean and tidy with seats that were more than adequate for the 4hr flight to Rhodes. Staff friendly enough, and stewardesses were British, but flight crew Canadian. Only two gripes, firstly, why do the airline try to get you to check in on line when, upon arriving at both departure airports, you are made to stand in a long queue with those who'd not checked in online? Complete waste of my time. And secondly (and TUI are by no means the only offenders) why did they have no food for purchase on the return leg? It is not rocket science to calculate that on a long-ish flight like that that passengers will want something to eat in both directions, so for goodness sake order enough from the caterers for BOTH legs of the flight. From TUI's point of view it makes sense as they missed out on making a fat profit on sandwiches etc they could have sold ! Otherwise, a decent product in the leisure market.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNorwich to Rhodes
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"told they had now closed the flight"

(United Kingdom)

Trip Verified | Gatwick to Las Palmas. The customer experience made Ryanair look like a 5 star airline. Recently tried to fly with TUI to take my partner on holiday and get engaged. Unable to check in online for an unknown reason. Arrived at the airport check in area later than planned due to traffic, but on time according to the terms and conditions on the ticket. I was concerned about the length of the queue so sought assistance from a member of staff in Tui branding at the self check in desks, explained the situation and she checked flight times etc and told me we had plenty of time and to queue. After queuing I was told they had now closed the flight (while we were queuing) and we couldn’t board. I then had to run around the airport to find another flight. TUI’s customer services teams response, computer says no issues (effectively we can’t be bothered to investigate because we don’t want to have to compensate you) and the airport staff don’t work for us so we do my care (despite then wearing our branding). We flew with Tui on the return flight so I can review the flight experience which was nothing special.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGatwick to Las Palmas
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"facilities and food were atrocious"

(United Kingdom)

Trip Verified | Flew London Gatwick to Cancun. TUI should stick to short haul - they obviously have no experience of managing long haul. Apart from messing up our extra legroom seats, we then had to pay to 'downgrade' to get seats together. This was an 8-10 hour flight, but the facilities and food were atrocious - the cheapest, disposable, plastic earphones were totally unsuited to listening to a film - we both gave up. The quality of food served was on a par with airline food 30 year's ago - plastic chicken served going out and same on return. There are absolutely no frills whatsoever despite high prices. There is no comparison with recognised long haul carriers such as Virgin, Emirates, BA etc. This is short haul behaviour at long haul costs, with the added issue of paying to sit together (a Ryanair Scam). Dreamliner? Nightmare liner would be more apt.
AircraftBoeing 787 Dreamliner
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Gatwick to Cancun
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no