TUI: most-reported complaints
Automated analysis of 36 public Trustpilot reviews published 2020-01-06 to 2026-08-06. TrustScore 3.5 from 1,222 total reviews — see the Trustpilot page. Quick answer: is TUI legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that TUI's support is unhelpful, with 13 out of 31 identified complaints citing this issue. Other frequent concerns include general problems unrelated to specific categories, accounting for 11 reports, as well as poor core service and unreachable support, each mentioned in 4 reviews. The analysis covers 36 reviews from January 2020 to August 2026, but no clear trend can be established for these issues due to insufficient data.
How to reach TUI
These are the contact details TUI publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address Gistelsesteenweg 1, Oostende, 8400, BE.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile and uses Trustpilot’s paid features. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
3.3 → 3.5 across 8 census measurements since 2026-08-24. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-05 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-23 (0%, 0.0d) · 2026-09-27 (0%, 0.0d).
Severity: 42% of this company’s 31 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 6.7 days between the experience and publishing their negative review (28 reviews record both dates).
TUI operates in 6 markets we track — compare its complaint mix by country.
Sector benchmark: support unhelpful makes up 42% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 369 of this company’s 1,222 Trustpilot reviews (30%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about TUI?
Support unhelpful
13 reports · 42% of complaints“TUI postponed my departure date by 3 days”
1 reader marked this review helpful on Trustpilot.
“TUI says FU to people with medical conditions apparently.”
2 readers marked this review helpful on Trustpilot.
“They apparently can’t find our booking even though I have emailed our e-tickets”
1 reader marked this review helpful on Trustpilot.
Other
11 reports · 36% of complaints“Rude cabin crew. And a serious security problem . Very risky for both the place as the passangers.”
“TUI says FU to people with medical conditions apparently.”
2 readers marked this review helpful on Trustpilot.
“Their baggage registration agent took our passports away without gaining our consent.”
1 reader marked this review helpful on Trustpilot.
Poor core service
4 reports · 13% of complaints“Flight TB3244 was severely delayed, on 23/07 departing late in the evening instead of noon”
2 readers marked this review helpful on Trustpilot.
“we lost a total of 3hours because of this”
3 readers marked this review helpful on Trustpilot.
“Still no information for us”
1 reader marked this review helpful on Trustpilot.
Support unreachable
4 reports · 13% of complaints“They took 2 days to return my bag. My table mat was lost on the way.”
1 reader marked this review helpful on Trustpilot.
“tried to find a number to call to speak to someone about this (there is none)”
1 reader marked this review helpful on Trustpilot.
“it is totally impossible to speak to a person or get through via email”
1 reader marked this review helpful on Trustpilot.
Not as described
3 reports · 10% of complaints“After the payment we got a confirmation for a vacation only including the breakfast”
1 reader marked this review helpful on Trustpilot.
“There is no lazy river, no wave pool”
2 readers marked this review helpful on Trustpilot.
“We paid for 2 seats to be seated together , and they changed in 2 different seats”
2 readers marked this review helpful on Trustpilot.
Refunds delayed
3 reports · 10% of complaints“Still waiting for a refund for a holiday they cancelled!”
2 readers marked this review helpful on Trustpilot.
“my bags were delayed by 2 days and there offer of £100 per bag which was offered within 14 days and we are now going on 20 days is bewildering”
1 reader marked this review helpful on Trustpilot.
“And we are still waiting for our deposit since July”
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-08-24.