Jet2holidays vs TUI: most-reported complaints compared
Most-reported issues at Jet2holidays and TUI, according to reviewers on Trustpilot — classified by our automated reader and backed by verbatim quotes from distinct reviews. This is a side-by-side of what reviewers report, not a score, rating or recommendation for either company.
Jet2holidays
TrustScore 4.4 · 491,760 reviews on Trustpilot.
3,805 reviews analysed, 2026-07-29 to 2026-09-27.
Complaint rate (recent window): 17%
98% of negative reviews get a company reply.
“the pictures you advertised are not true reality is the so called children pool has been filled in”
TUI
TrustScore 4.6 · 206,265 reviews on Trustpilot.
3,613 reviews analysed, 2026-05-24 to 2026-09-27.
Complaint rate (recent window): 10%
99% of negative reviews get a company reply.
“I spent around two hours on hold and contacted TUI by phone, Live Chat, email and social media.”
Reported on both
Issues with an evidenced category (at least two verbatim quotes) on both sides.
| Issue | Jet2holidays | TUI |
|---|---|---|
| Not as described | 33% | 21% |
| Other | 32% | 14% |
| Support unhelpful | 15% | 29% |
| Poor core service | 14% | 10% |
| Support unreachable | 7% | 10% |
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. Figures are census classifications, not official statistics, and reflect what reviewers reported — not findings of wrongdoing by either company. Not affiliated with, endorsed by, or sponsored by Trustpilot A/S, Jet2holidays or TUI.