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“Poor customer service online and instore”
Review of TUI Airways (United Kingdom)


Reviewed April 4, 2018

This is predominantly about how the high store but also covers their online staff, tried to book a holiday online and input all the requirements go to pay online and their website has problems and cant take payment, rang the help line and was pushed towards a TUI store in Portsmouth, a helpful in store phone advisor listed to our requirements and booked the holiday for us over the phone, they couldn't get the level of discount he had online so ended up paying an extra £100, hey ho that's life.

go to book our seats yesterday to find said helpful in store woman hasn't booked the extra legroom seats we required and had put in our online bucket, rang store 3 times throughout the day and eventually got hold of woman, not so helpful this time, between the lines her attitude not our problem you should have looked at the booking, she suggested contacting Tui online.

TUI online "What a joke", 5 departments, 7 people, 2 blatant hangups on me and still no further along as their is no pre flight complaints department and actually no complaints department at all.

YEs we should have looked at booking but we booked and alsways book extra leg room room seats, due to store person not booking our details properly we have overpaid for our holiday by £100 and still havent got the seats we could have had if your online payment system was working.

Customer service is non existent and the company should be embarrassed by its handling.

End result TUI cant help and if i want extra leg room seats i now have to go through the upgrade process and pay for what i asked for in the 1st place

would never use the high street store again and at least with online i get what i pay for.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank nick40uk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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4,547 - 4,551 of 12,190 reviews

Reviewed April 4, 2018

comfortable seats good food & friendly crew ,partner ill on flight crew went above & beyond in helping her.

Thank john l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 4, 2018

Bournemouth is an excellent, easy airport to use, with good parking. Tui flew on time and for economy comfortable enough for a short flight, but really not enough leg room for anyone over 6 foot, and only 15kg of luggage made packing for uncertain weather difficult.. Flight crew were helpful and friendly and provided drinks and snacks. Both emplaning and getting off was quick and hassle free

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Michael R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 4, 2018

We booked extra leg room and didn't have a passage in the third seat so spread out nicely. There was no food included so they tried to sell expensive food , buy before you fly. No in flight entertainment or WiFi

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank ajks1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 4, 2018

No problems. Flight left on time. We had paid for extra leg room seats, so quite comfortable. Staff welcoming and efficient on board services. Would like more luggage allowance included in basic price of holiday and love the way a competitor now checks luggage in for return flights in the resort.

Thank V R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC