TUI Complaints – How to complain about a TUI flight?

To see a comprehensive list of steps, you should make sure to check our Complaints Process guide on AviationADR’s site.

However, here is a quick fly-by summary of how your TUI complaint will be handled once submitted to AviationADR!

The TUI ADR Process

1. You complain to TUI yourself, and give them 8 weeks to reply
2. If you were left unsatisfied with TUI’s reply, you fill out the AviationADR Complaint Form
   → This can be done Online, by Post, or by giving us a call! See AviationADR’s Contact Details
   
   
3. After you’ve submitted the form to us, TUI replies to your complaint within 28 days: they can either settle, or challenge it
4. AviationADR establishes a Complete Complaint File, and a specialist Adjudicator reaches a decision on your case within 60 days of this date

That’s it! In it’s simplest form: all you need to do is submit your TUI complaint to us, and we handle the rest. 

Have you had an unpleasant experience with a TUI service or flight? Perhaps you experienced a TUI flight cancellation, a delay over three hours, undesirable handling of luggage, or were left unsatisfied with their customer service.

If you’ve already filed a complaint to TUI without any resolution, our dedicated AviationADR scheme is here to initiate your complaint process swiftly.

Before making a complaint

Note: To lodge a complaint against TUI, you must have initially addressed your issue directly to TUI’s customer service in writing so make sure you contact TUI first.

You should have received a final written response (commonly referred to as a ‘deadlock letter’) from TUI or given TUI an eight-week window to answer your complaint.

AviationADR exclusively handles unresolved complaints.

What TUI complaints can we deal with?

We deal with all TUI complaints, encompassing complaints about any TUI flight set to depart from or land at a UK airport.

We can deal with most disputes between passengers and airlines, including disputes in relation to:

• Denied boarding, delayed or cancelled flights
• Damaged, lost or delayed luggage
• Destruction, damage or loss of items worn or carried by a passenger
• Problems faced by disabled passengers or passengers with reduced mobility
• Issues of unfair trading
• Pricing
• Misrepresentation

Ways to Complain

There are three (3) ways to bring your complaint to AviationADR:

BY POST

You can download our paper complaint form HERE and send the completed form to:

AviationADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

ONLINE

If you have access to the Internet, you can file your complaint via our online portal.

To access this, simply go to our homepage and click on:

START A COMPLAINT

BY TELEPHONE

You can telephone us on:

0203 540 8063

Our Support centre operates Monday to Friday, 9:30am – 12:30pm

We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.

For more information about AviationADR, please view our FAQ page.

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TUI have an online complaints form that can be used to submit complaints. You can also call them.

TUI typically gives refunds in accordance with passengers’ rights to refunds, as outlined by the EU261.

TUI usually take 28 days or fewer to respond to complaints. If you have received a deadlock letter or given TUI eight weeks to respond to your complaint with no resolution then AviationADR are on hand to handle your unresolved complaints.