TUI.com Deutschland Reviews

Booked a’all inclusive’ holiday on Tui’s app. Upon arrive the food/drinks and service was far from all inclusive. I requested a different hotel to be told this would cost £500 more. Pointed out the reasons why was the offered £150 compensation (for two adults for food and drink for two weeks) I explained that amount was woefully inadequate and to lodge a complaint upon arrival back in the uk. I’ve since done this and received nothing but an apology. Our holiday was ruined and miss sold to us. I won’t under any circumstances be using TUI again. Customer service is terrible and once they have your money they don’t care !

Date of experience: 08 October 2024

The staff at our Tui resort - Akra Sensatori Hotel Fethiye were amazing. From the room cleaner to the cocktail manager, they were so polite, helpful & courteous, nothing was too much trouble. The hotel was lovely & the food was exceptional. The absolute star for me was Felix at Dalaman airport. I seemed to have one disaster after another, all my own doing! I left all my shopping at the hotel reception and Felix sorted it out for me, sent for a taxi to retrieve it but he was so calm and positive. I then left my watch in the scanner basket and again Felix came to the rescue. I cannot thank him enough. All in all the holiday was fantastic and we will definitely return next year.

Date of experience: 02 October 2024

We booked a cruise last week at Tui Neath and the lovely Suzanne was very helpful. Cannot recommend them enough. So nice to have the personal service and experience of Tui employees x

Date of experience: 02 October 2024

We have just returned from a Tui holiday at the Hotel Artiem Carlos on Menorca. The flight from Bournemouth went very smooth and it was so pleasant to find the hotel a real winner. The staff were so delightful and the food was 1st class with a wide choice of local dishes especially the fish.
Speaking to fellow guests it was quickly became apparent that many Brits are very loyal to this hotel. We too shall join them.
Roy Dibden

Date of experience: 08 September 2024

Visited TUI Store at Westwood Cross today to book our holiday - looked after really well by Belle . She checked out the hotel and all its facilities for us . Looked at what the area was like Nerja Costa Del Dol Spain found the best deal & matched the on-line price !! The service was excellent and staff really helpful & friendly This is fourth holiday we have booked with TUI at the store & would thoroughly recommend them .

Date of experience: 17 September 2024

Beware when booking with TUI! Their seemingly attractive offers often come with hidden fees that can leave you feeling cheated. Free cancellation? Don’t be fooled; they’ll hit you with unexpected charges later on.

The customer service is alarmingly poor. Representatives struggle with both German and English, making communication a nightmare. Instead of resolving issues, they often defer and promise to "inquire."

Honestly, booking with TUI can be a risky decision. I highly recommend exploring other options for a more reliable and transparent experience. Don’t let TUI ruin your travel plans!

Date of experience: 17 October 2024

Since my review on the 19th July 2024, Tui actually responded by ways of an offer which was accepted , all paperwork was completed and yet to date TUI still have not refunded me for damaged luggage this is now over a year ago, I cannot believe that they leave comments on here to say they are looking into this for you which is certainly not the case in this situation.

Date of experience: 19 July 2024

Lots of us are traveling on Saturday 14th Sept for my Daughters & Daughter in laws wedding to Ibiza.We wanted to make sure we were all in same vicinity & floor & contacted the hotel on several occasions but had no response.So I went into the Tui store at Central 6 in Coventry to see if they could help.Amelia sent emails to the hotel & finally got a response.So just wanted to say how helpful she was & followed up & called me back.I have used this store on several occasions & found them mist helpful.So hopfully the hotel will carry out are request not for the want of trying🌞🌞🌞

Date of experience: 09 September 2024

Very poor. Happy to take your money but terrible after service with rude staff who lie more than kier Starmer! Always used them for family holidays and spent tens of thousands over the years. Using a different holiday company from now onwards

Date of experience: 24 July 2024

I made a last visit to TUI East Kilbride again it was 5pm to finish holiday payment. I was again greeted with a smile and taken through my details with Jenny.
She was the lady who originally booked our holiday in Dec 2023 and we enjoyed that much we are going back to the exact same place in Benidorm. She was again very friendly and helpful and due to her help last year and now this year we are now firm TUI fans.
Thanks again for your continued 10/10 customer service.

Date of experience: 10 September 2024

We experienced long delays on our flight out on holiday, due to a technical fault mid-flight on the aircraft which meant we had to turn back. Whilst this was not ideal, we could not fault the TUI flight crew or the ground staff who were open, honest and incredibly lovely all round. We also found TUI’s customer service to be excellent with an email explaining what was happening as soon as we landed and the staff organising our refreshment vouchers quickly and painlessly once we landed. An example of excellent customer service that means we’d use TUI again despite the massive delays.

Date of experience: 27 August 2024

Don't use Tui
I'm not going into my whole holiday detail o. Here however it was ruined by tui. My complaint was brushed under the carpet. The attitude of staff at the resort was pit up and shut up mentality. Offered me 50.00 compensation for a 2.5k holiday. Book your dream holiday with someone else because mine and my moms dream holiday turned into a nightmare, once they have your money, they don't care. Complaints procedure is dia also

Date of experience: 11 September 2024

Terrible company when anything goes wrong. No customer support, no management, no escalation process. Ignore your emails etc. happy to take your money, but do nothing when it goes wrong. Fearing my data has been breached due to Tui emailing my 3 times telling me I have received compensation when I haven't, then doing nothing to investigate this! I have had to contact to ICO to investigate data breach.
DO NOT EXPECT ANYTHING FROM THESE SCAMMERS

Date of experience: 07 September 2024

Sam from the Birmingham New Street branch has been nothing short of amazing sorting our family holiday out to Jamaica. I have challenge her in so many ways asked so many questions and change things last minute. Never once has anything been too much for her and has helped without question. It’s one of the best customer services I have ever received and would book all my holidays with her. Thanks so much for all your help

Date of experience: 17 July 2024

Booked through TUI Newton Abbott. Dealt with Emily, such a nice, friendly & helpful girl. It was a pleasure, as Emily explained everything, she dealt with my requests, answered my queries & made the booking so simple. I highly recommend Emily & Tui speaks for its self. First class from start to finish. Here's looking forward to a great Mexico holiday.

Date of experience: 31 July 2024

We got married in St Lucia in April 24 we had a fantastic time, we had 2 butler's everything 5 star had a diamond swim up pool would recommend. The downside of getting married out there is our wedding certificate we still not had it have got in touch with TUI about this they say it could take up to a year if we had known beforehand we might of made a different decision on where to get married has anyone else had this problem as in St Lucia they said certificate would take 10/12 wks, as we seen loads of weddings there. We wondering if you had your certificate yet .

Date of experience: 22 April 2024

Just changed our booking arrangements with TUI at the Walsall branch, Mollie was our advisor and she came up trumps with bucket loads of ideas and destinations for us to choose from. She went the extra mile trying to find the right holiday for us, very professional, polite and listened to our expectations, we will always ask for Mollie when booking future holidays great experience.
You go Mollie!!!

Date of experience: 16 August 2024

I haven't been on holiday for a few years. Had a prepayment card with about £100 on it. I don't have any money on it now. My money has been stolen by Tui inactivity charge. How dare they!!! I wasn't told about such a charge. Customer service is useless. Their rules are rigid no matter what has happened in your life. Divorce, house move illness. Boycot these cards!!!! I WILL

Date of experience: 08 October 2024

Exceptional service provided by c Wallis tui Crossgates Leeds .
we Had a fantastic holiday at Rio playa Blanca. However, My car app stated I had left my car unlocked at the airport car park. , C Wallis arranged to have the security, go check that I had managed to lock my car using my app. Completely putting my mind at ease,
To enjoy the rest of my holiday . Will definitely be booking again with Tui

Date of experience: 22 April 2024

TUI cancelled our flight and holiday but never actually told us, we only found out from friends. Rang TUI to find out to be told it was cancelled. I agreed a comprise with a TUI manager and paid balance for the holiday , only to be told at a later date the manager had no authority to agree it and hence cancelled again.Long story and a number of calls but eventually got holiday sorted different flight and times.Sent e mails to pre travel customer support but never answered my complaints. Apparently TUI terms and conditions don’t allow them to deal with it.
It appears you cannot complain as they won’t deal with it. I have to wait until I have been on holiday and then complain on a TUI after travel form.
I can honestly say I have never dealt with a firm so completely inefficient, who clearly don’t like people complaining .

Date of experience: 03 September 2024