TUI Nederland: most-reported complaints
Automated analysis of 123 public Trustpilot reviews published 2023-05-30 to 2026-09-23. TrustScore 3.4 from 3,976 total reviews — see the Trustpilot page. Quick answer: is TUI Nederland legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 28 out of 83 identified complaints citing this issue. Support being unreachable was the second most common complaint, accounting for 18 reports. Other frequently mentioned concerns include services not matching their description and miscellaneous issues, each appearing in 13 complaints.
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. We last checked this profile on 2026-09-27 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 2.1★ on Google (324 reviews) — a 1.3-star gap between its Trustpilot and Google scores.
TrustScore over time
3.3 → 3.4 across 12 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) · 2026-09-08 (0%, 0.0d) · 2026-09-11 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-23 (0%, 0.0d) · 2026-09-27 (0%, 0.0d).
Severity: 34% of this company’s 83 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 2.2 days between the experience and publishing their negative review (92 reviews record both dates).
TUI operates in 6 markets we track — compare its complaint mix by country.
Review provenance: 27 company-invited reviews in the recent window average 3.37★, while 99 organic (uninvited) reviews average 1.82★.
Sector benchmark: support unhelpful makes up 34% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 1,243 of this company’s 3,976 Trustpilot reviews (31%) were written in the last 12 months.
What are the most common complaints about TUI Nederland?
Support unhelpful
28 reports · 34% of complaintssteady“you'd get to hear all about "understanding our situation" from the customer service while ultimately getting ripped off”
2 readers marked this review helpful on Trustpilot.
“We have lost hundreds of €€ because of a problem”
“When I arrived it was not as advertised”
Support unreachable
18 reports · 22% of complaintssteady“gave me a dead number to contact for customer service.”
“We have lost hundreds of €€ because of a problem”
“Trying to get support from customer service while on holiday for the last 3 days and being fed promises that someone will call me back to help while nobody does.”
Other
13 reports · 16% of complaintssteady“Because we are black the woman closed the checkin point for us.”
“there was no assistance from TUI to rebook the flights I had to do it myself”
“No compensation, not even a glass of water in the flight.”
Not as described
13 reports · 16% of complaintsrising since 2025-10“When I arrived it was not as advertised”
“Trying to get support from customer service while on holiday for the last 3 days and being fed promises that someone will call me back to help while nobody does.”
“TUI refused to reply to my complaint after a month of emails.”
Poor core service
12 reports · 14% of complaintsfalling“They just announced that they mistakenly unloaded all luggage… it is disaster… worst flight ever…”
1 reader marked this review helpful on Trustpilot.
“we lost an entire day of our vacation. Our originally planned 8-night, 7-day vacation was reduced to 7 nights and 6 days”
“They haven't responded for a month and a half.”
Overcharging
9 reports · 11% of complaintsfalling“After reservation, customer service want money for cancel and change reservation.”
1 reader marked this review helpful on Trustpilot.
“We have lost hundreds of €€ because of a problem”
“they told me that that they can move me to the direct flight but for a cost of additional 360euro”
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 2026-09-23.