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“Dreamliner? I don't think so”
Review of TUI Airways (United Kingdom)


Reviewed April 5, 2018

TUI make much of their 787 Dreamliners and we were looking forward to our first flight on one. We found the seats uncomfortable - covered in a hard plastic material made to look like leather. Anyone even slightly above average size will find the seat constricting. The food was a throwback to the 1970s, to where I would have liked to send it. There was no choice of meals. I believe any dietary requirements must be booked in advance. We were served complimentary drinks during the flight. Cabin crew were OK. Inflight entertainment was good, with individual seat video screens. Air circulation was OK and the cabin temperature was set correctly for us.
Customers who could not sit together but chose adjacent aisle seats will find that the rows are out of alignment so you won't actually be opposite your partner. On a long flight this may not be ideal. Choose your seats early!
The flight was boarded in Birmingham by row number, so was quick and more efficient.
Barbados, however, does not have air bridges so they use the old-fashioned "cattle truck" buses from terminal to plane. The resultant boarding procedure is sheer chaos, as there are around 400 passengers to get seated, blocking aisles whilst putting luggage away.
The flight was on time despite icy weather on departure.
One of the main technical features of the 787 is the higher cabin pressure, which allegedly helps reduce tiredness and jet lag. I can't say I really noticed this. The great feature of travelling on a package deal with them on a cruise is that they take care of your luggage from drop-off to ship cabin. You don't even have to go through the airport as you are met airside with coach transportation. Likewise on return though you do have to go through airport security. Return flight was on time. A lot of turbulence mid-Atlantic made life difficult for anyone wanting the toilets, which are totally inadequate for the number of passengers.

    • 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 David95
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,538 - 3,542 of 11,170 reviews

Reviewed April 4, 2018

First flight/holiday with TUI - Never again!
a. Flight delayed - I know it's not always the airlines flight.
b. Attitude of the cabin crew I encountered absolutely appalling - ignored, poked my shoulder, grumpy and generally unhelpful
c. The food (apart from the branded items) was inedible - 5 pieces of grated cheese on a cheese sandwich, one meal not even provided.
d. don't get me started about the condition of the resort and 'no-show' resort reps - but that's for another review.
e. After-care/service condescending and extremely slow - Received an unsatisfactory
reply 4 months after complaint sent.

    • 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 Jaykue
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 4, 2018

We booked premium Economy for the leg room. At Newcastle they didn't know about us as it wasnt on the system but because we had the paperwork we got the service same on the plane. Coming back we did not get priority boarding and they did not know about us either. Both ways we did not get the child meal we asked for but we all got the same. What was the point in picking if there is not choice. We complained on the aircraft and filled in there survey but no one bothered to contact us to see if they could do anything.

    • 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 Carol R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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
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