TUI: most-reported complaints
Automated analysis of 111 public Trustpilot reviews published 2021-12-18 to 2026-09-24. TrustScore 1.8 from 2,419 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 customer support is unhelpful, with 51 complaints out of 94 identified issues. They also frequently cite that services were not as described, accounting for 29% of complaints. Additionally, some reviewers mention that support is unreachable or that refunds are refused.
How to reach TUI
These are the contact details TUI publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 70101050, address Gl. Kongevej 60, 6, Frederiksberg, 1850, DK.
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 claimed its Trustpilot profile on 2023-08-17, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. We last checked this profile on 2026-09-27 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
1.7 → 1.8 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 (25%, 16.0d) · 2026-08-27 (24%, 16.0d) · 2026-08-30 (24%, 16.0d) · 2026-09-02 (26%, 16.0d) · 2026-09-05 (26%, 16.0d) · 2026-09-08 (26%, 16.0d) · 2026-09-11 (28%, 14.8d) · 2026-09-14 (28%, 14.8d) · 2026-09-17 (31%, 13.4d) · 2026-09-20 (30%, 13.4d) · 2026-09-23 (31%, 13.1d) · 2026-09-27 (31%, 13.1d).
Severity: 47% of this company’s 94 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 17.6 days between the experience and publishing their negative review (90 reviews record both dates).
TUI operates in 6 markets we track — compare its complaint mix by country.
Sector benchmark: support unhelpful makes up 54% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 247 of this company’s 2,419 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about TUI?
Support unhelpful
51 reports · 54% of complaintsrising since 2025-06“T.U.I'S. PATHETIC LAWYER DID NOT EVEN CONTACT A CANADIAN DOCTOR WHO WITNESSED THE FULL INCIDENT.”
4 readers marked this review helpful on Trustpilot.
“Now these scum are stating there not refunding.”
3 readers marked this review helpful on Trustpilot.
“Custome service is impossible to get in touch with, they respond to trustpilot but not to me.”
3 readers marked this review helpful on Trustpilot.
Not as described
27 reports · 29% of complaintsfalling“The hotel ratings are not accurate; you expect a 5-star experience, but you get a maximum of 3-4 stars.”
4 readers marked this review helpful on Trustpilot.
“we was told there would be an hours delay”
2 readers marked this review helpful on Trustpilot.
“holiday did not match the description or standards advertised by TUI”
2 readers marked this review helpful on Trustpilot.
Support unreachable
20 reports · 21% of complaintsfalling“T.U.I'S. PATHETIC LAWYER DID NOT EVEN CONTACT A CANADIAN DOCTOR WHO WITNESSED THE FULL INCIDENT.”
4 readers marked this review helpful on Trustpilot.
“Custome service is impossible to get in touch with, they respond to trustpilot but not to me.”
3 readers marked this review helpful on Trustpilot.
“emailing not possible... Tried to phone, gave up after waiting first day”
3 readers marked this review helpful on Trustpilot.
Refund refused
14 reports · 15% of complaintsrising since 2025-06“Now these scum are stating there not refunding.”
3 readers marked this review helpful on Trustpilot.
“Marketed the hotel as having an indoor pool but it was closed”
2 readers marked this review helpful on Trustpilot.
“Falsely advertised hotel, requested room change but the hotel could not provide an alternative room”
2 readers marked this review helpful on Trustpilot.
Other
13 reports · 14% of complaintsrising since 2025-06“Coach should have picked us up sooner”
3 readers marked this review helpful on Trustpilot.
“No TUI rep; no customer care.”
The company replied on 2024-06-20: “Hi Graham, Thank you for taking the time to leave us a review. Since you have not returned to us with your order number, I would recommend that you contact our customer service to provide your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Emails letters calls ignored I received a call yesterday offering me counselling and 300 pound holiday voucher it's an insult”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
10 reports · 11% of complaintsfalling“When I priced their holidays to book the hotel and flights myself it was working out around 2.5 thousand pounds cheaper”
3 readers marked this review helpful on Trustpilot.
“TUI are still selling this hotel as half board which is disgraceful as its totally untrue.”
1 reader marked this review helpful on Trustpilot.
“I was conned on one of Tui excursions as it was sold to me stating that soft drinks were included”
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 2026-09-27.