TUI.com Deutschland: most-reported complaints
Automated analysis of 103 public Trustpilot reviews published 2023-09-12 to 2026-08-28. TrustScore 4 from 18,956 total reviews — see the Trustpilot page. Quick answer: is TUI.com Deutschland legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 44% of the 72 complaints identified. Issues where the service was not as described made up 26% of complaints, while support being unreachable and poor core service each accounted for 18% and 17% respectively. The trend for unhelpful support is rising, whereas the trends for not as described and unreachable support are flat, and the trend for poor core service is falling.
How to reach TUI.com Deutschland
These are the contact details TUI.com Deutschland publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address Karl-Wiechert-Allee 23, Hannover, 30625.
The company claimed its Trustpilot profile on 2014-07-11, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. 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.
Elsewhere: 4.5★ App Store (27)
TrustScore over time
4.0 → 4.0 across 11 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 (98%, 0.5d) · 2026-08-27 (97%, 0.5d) · 2026-09-01 (100%, 0.6d) · 2026-09-04 (100%, 0.6d) · 2026-09-07 (100%, 0.6d) · 2026-09-11 (100%, 0.6d) · 2026-09-14 (99%, 0.6d) · 2026-09-17 (98%, 0.6d) · 2026-09-20 (99%, 0.7d) · 2026-09-23 (100%, 0.8d) · 2026-09-27 (100%, 0.8d).
Severity: 39% of this company’s 72 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 2.8 days between the experience and publishing their negative review (113 reviews record both dates).
TUI operates in 6 markets we track — compare its complaint mix by country.
Measured reply time: across 48 negative reviews that received a public reply, the median wait was 1.1 days — the company profile reports an average of under a day.
Reply quality: of 48 company replies to negative reviews analysed, 4% engaged with the specific problem and 56% were generic templates.
Review provenance: 34 company-invited reviews in the recent window average 3.85★, while 69 organic (uninvited) reviews average 1.32★.
Sector benchmark: support unhelpful makes up 44% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 4,442 of this company’s 18,956 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about TUI.com Deutschland?
Support unhelpful
32 reports · 44% of complaintsrising since 2025-11“Small print said Zero Excess when we got to sign for hire we were told 1000 euro excess.”
3 readers marked this review helpful on Trustpilot.
“TUI refused to correct their mistake and cynically suggested buying a new ticket.”
2 readers marked this review helpful on Trustpilot.
“on the website they offer a shuttle to a destination. Come to find out that they tell you their is no shuttle”
2 readers marked this review helpful on Trustpilot.
Not as described
19 reports · 26% of complaintssteady“Small print said Zero Excess when we got to sign for hire we were told 1000 euro excess.”
3 readers marked this review helpful on Trustpilot.
“luxury room had changed to pretty awful room”
2 readers marked this review helpful on Trustpilot.
“flight was rebooked for next day, to the other country ( not direct to Punta Cana as we booked on website)”
The company replied on 2025-12-29: “Thank you for taking your time to send us your feedback. We are sorry that we could not fully meet your holiday expectations. Please submit your request via our online claim form after return:…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
13 reports · 18% of complaintssteady“I have been trying to contact real person and all the time I "speak" with a bot”
3 readers marked this review helpful on Trustpilot.
“trying to work website is a frustrating experience. Even booking hols is horrible, on phone you can't read anything.”
2 readers marked this review helpful on Trustpilot.
“Stuck without any rep from TUI for 6 hours and counting”
1 reader marked this review helpful on Trustpilot.
Poor core service
12 reports · 17% of complaintsfalling“the gluten free food option is appalling.”
2 readers marked this review helpful on Trustpilot.
“Stuck without any rep from TUI for 6 hours and counting”
1 reader marked this review helpful on Trustpilot.
“Tui 24/7 help line useless was told she couldn’t fly a plane so can’t help.”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
10 reports · 14% of complaintssteady“Small print said Zero Excess when we got to sign for hire we were told 1000 euro excess.”
3 readers marked this review helpful on Trustpilot.
“on the website they offer a shuttle to a destination. Come to find out that they tell you their is no shuttle”
2 readers marked this review helpful on Trustpilot.
“they asked as to pay for the name change 220 per person and 10 per person for the agency.”
1 reader marked this review helpful on Trustpilot.
Refund refused
7 reports · 10% of complaintssteady“they still weren't ready to give me a voucher for the value of the hotel booking”
2 readers marked this review helpful on Trustpilot.
“Customer support almost robotic cannot even refund a simple ticket”
1 reader marked this review helpful on Trustpilot.
“no reply or refund for weeks.”
The company replied on 2026-08-18: “Hello, thank you for your feedback. Please contact our customer service team using our complaint form. They will get back to you as soon as possible. Please be patient. We are very sorry you have a…”
Our classifier read this reply as a template response.
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 2026-08-31.