TUI: Holiday, Flights & Travel

The flight was delayed by 2 hours on the way out , due to nervous flyer , this was not TUI fault . Our hotel room was nice and clean . The pool area was ok apart from the children’s pool, had loads of bits of plants and leafs in , and looked a bit dirty, this could of been prevented by a member of staff cleaning with a net daily . Around the pool area the all inclusive drinks were served in glasses , this is a windy part of the lsland and every time we spent a day at the pool we witnessed a glass being broken , the staff were not efficient at picking and sweeping the glass up. In an area where children are walking around with bare feet this is an accident waiting to happen and will ruin somebodies holiday . After the staff member had lightly brushed the glass up we found about four pieces of glass still on the floor . We had bed and breakfast and the bars were not set up for us to pay each time we wanted to by a drink it took about 15 minutes . The drinks were very expensive , l paid 12 Euros for two tiny cups of machine coffee , l don’t mind paying 6 Euros each for a proper barista style coffee or at the bar down the road a real double cappuccino was 5 Euros. We stopped buying drinks in the hotel as they were so expensive. If they offer bed and breakfast the hotel needs to be set up for customers to be able to buy drinks and snacks for a fair price . The children’s play area was all broken and could not be used which was dissapointing for my two grandchildren . We had a good holiday but the hotel needs a few adjustments

We were due to go to Turkey on May 11th 2020 and obviously this didn’t happen due to the current situation, which I fully appreciate was no fault of Tui. We are now into July and have received no voucher or refund from Tui. We have managed to speak to a representative of The company on two separate occasions who told us on the first occasion our voucher had been sent via email on 28th May, this however was not the case and they said they’d look into it. We did get a phone call to say a certain amount of emails had bounced back to Tui and ours was one of them. We were then told someone would contact us within the next few days with the voucher details. We made it clear we wanted to use the voucher against another holiday with Tui for 2021. This never happened. We have also emailed Andrew Flintham over 2 weeks ago about this situation but have not recieved the courtesy of a reply. This is all made more frustrating as Tui have no call centre or complaints dept. Any phone calls we make get diverted around the country to operatives who can not be recontacted or not emailed back !? Needless to saywe will not be using Tui again in the future.

To whom it may concern, We booked a family holiday to Crete for mid July this year, but given the circumstances we decided to amend our booking until 2021. Last week, after spending 1 1/2 hours on the phone I finally got through to a very helpful advisor and managed to agree to a new date next year at the same hotel. My wife and I are both key workers and my wife was working at the time so I asked if the advisor could put a note on the system to say I would ring back to confirm that I would amend the booking. Today I rang back to speak to an advisor who initially was assisting me, until the end of the call when they said I would have to pay a 30% charge for late payment. We have previously travelled with Thomas cook, but were looking forward to starting a new long relationship with TUI. However I am very disappointed and quite disgusted by our treatment, given that we have been trying to get in touch with TUI on the phone most days for the last few weeks as all the beaches are closed. We have already been in contact with the Martin Lewis show, I prime time TV programme and it seems we are not the only upset customers who have been mistreated. I look forward to hearing from the company as to how they wish to resolve the situation and will be contacting Friedrich Joussen, Dr. Elle Eller and Sebastian Enele.