TUI Complaints – How to complain about a TUI flight?

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 is designed to ease your complaint process.

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 the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.

BY TELEPHONE

You can telephone us on 0203 540 8063.

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TUI Complaints - FAQs

How do I make a complaint to TUI?

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

Do TUI give compensation for complaints?

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

How long does TUI take to respond to complaints?

TUI usually take 28 days or fewer to respond to complaints.

What should I do if TUI have not responded to my complaint?

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.