TUI UK

Company Overview

What customers complain about

Complaint categories

1. 1
   Flight delays and cancellations

   As a scheduled and charter carrier, TUI Airways generates complaints about delayed and cancelled flights and the UK261 compensation that can follow.

   CAA punctuality data analysed by AirAdvisor ranked TUI as the least on-time UK airline for Jan-Sep 2025 (approx. 57% on time). Reported theme, not a verified complaint figure.
2. 2
   Getting UK261 compensation paid

   A recurring reported theme is difficulty getting flight-delay compensation settled without escalation or legal action.

   Historic (2018) research by claims firm Bott & Co reported TUI settling a low share of pre-litigation claims; reported theme, not verified by TUI or a regulator.
3. 3
   Accommodation not as described

   Package customers report accommodation, facilities or transfers not matching what was booked - a Package Travel Regulations issue.

   Reported theme via review platforms; not verified. TUI directs such complaints through its holiday feedback process and, if unresolved, ABTA.
4. 4
   Refunds

   Delays in refunding cancelled holidays were the subject of formal CMA action during the pandemic.

   CMA secured undertakings from TUI UK in 2020 and further commitments in May 2021 (see Notable cases).

Latest statistics

We could not identify publicly available official complaint statistics for this company.

Contact methods

• TUI customer service / complaints+44 20 3830 3111
• Holiday complaint feedback formTUI says it aims to be in touch with the lead passenger within 28 days of submitting the form.
• AviationADR (flight disputes, CAA-approved)Free. Use after a TUI final response or 8 weeks with no resolution, for flights departing a UK airport.
• ABTA (package holiday disputes)TUI is an ABTA member (V5126). ABTA offers an informal resolution stage and a paid arbitration scheme for package disputes.

Complaint journey

1. 1

   Report it at the time

   Tell TUI while you are still on holiday.

   Typical responseImmediate
   What happens

   TUI asks you to raise any problem at the time it happens - with your TUI Rep, the accommodation management, or airline/airport staff - so it has the chance to put things right there and then. Keep a note of who you told and when.

2. 2

   Submit a complaint to TUI

   Notify your claim within 28 days of returning.

   Typical responseWithin 28 days of return
   What happens

   If the problem was not resolved during your holiday or flight, you must notify TUI of your claim within 28 days of returning from holiday. Use TUI's online feedback and complaints form or contact its customer service team; you will get a reference number by email.

3. 3

   TUI investigates and responds

   TUI reviews your complaint and replies.

   Typical responseWithin 28 days
   What happens

   TUI says it aims to be in touch with the lead passenger on the booking within 28 days of you submitting the complaint form. For flight-delay/UK261 claims it handles the assessment against the regulation's criteria.

4. 4

   Get a final response or reach 8 weeks

   You need deadlock or 8 weeks before escalating.

   Typical responseUp to 8 weeks
   What happens

   To escalate you must first have complained to TUI in writing and either received a final written response (deadlock letter) or waited 8 weeks without resolution.

5. 5

   Escalate to the right ADR body

   Flights to AviationADR; packages to ABTA.

   Typical responseFree (flights) / fee (ABTA)
   What happens

   For flight disputes on services departing a UK airport, refer the complaint to AviationADR - the CAA-approved scheme TUI subscribes to, which is free to use. For package-holiday disputes (accommodation, transfers, mis-selling), use ABTA's dispute-resolution route, which includes informal resolution and a paid arbitration scheme. Both are alternatives to court; neither is a regulator.

Response times

If your complaint isn’t resolved

If TUI UK can’t put things right, you can escalate — free of charge — to an independent body:

• Rail OmbudsmanRail
• AviationADRFlights

Recent news

• 18 December 2025

  Analysis of CAA punctuality data (January-September 2025) named TUI Airways the least on-time UK airline, with around 57% of flights on time (within 15 minutes of schedule).

  Read more

Earlier cases

• 1 August 2020

  Historic: the CMA investigated TUI UK after thousands of complaints about pandemic refunds not being paid within 14 days; TUI cooperated, issued refunds and rebookings and committed to completing outstanding refunds.

  Read more
• 13 May 2021

  Historic: TUI UK gave further commitments to the CMA to give clearer upfront refund information to customers whose holidays were cancelled, across First Choice, Marella Cruises, Crystal Ski and its other package brands.

  Read more

Know your rights

• Package Travel and Linked Travel Arrangements Regulations 2018

  For flight-inclusive and other TUI packages, the organiser is liable for the proper performance of the whole package; you can seek a price reduction or compensation if elements are not as booked. This is general information, not legal advice.

• UK261 (retained Regulation EC 261/2004)

  For TUI Airways flights departing a UK airport (and UK-arriving flights on UK carriers), you may be entitled to fixed compensation for delays over 3 hours, cancellations and denied boarding, unless caused by extraordinary circumstances. General information, not legal advice.

• Consumer Rights Act 2015

  Services (including elements of a holiday) must be carried out with reasonable care and skill; where they are not, you may be entitled to a repeat performance or a price reduction. General information, not legal advice.

• Montreal Convention 1999

  Governs airline liability for delayed, damaged or lost baggage on international TUI Airways flights, with claims subject to strict time limits. General information, not legal advice.

Frequently asked questions