Published 4 November 2026 | Updated 4 November 2026 by Kate Acaster
TUI complaints about a holiday go through an online form once you’re home. TUI says to notify it within 28 days of your return, and that it will be in touch with the lead passenger within 28 days. It lists no email address for complaints. For a flight, you can then take an unresolved complaint to AviationADR. It’s free, and TUI is among its members.
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How to make a TUI complaint
Raise a problem on the spot first. If it isn’t sorted, the next step depends on where you are and how you booked.
| Stage | Where TUI says to go | Notes |
|---|---|---|
| During the trip | Your TUI Rep, the accommodation management or airline staff | Tell them immediately |
| After you’re home | TUI’s online after-travel form | Notify TUI within 28 days of your return |
| Booked through a travel agent | Your agent | TUI says your agent can submit the feedback for you |
| By phone | 0203 451 2688 | TUI’s general number, listed under ‘Give us a call’. Its complaints page says nothing about hours or logging a complaint by phone |
| By email or post | None published | TUI’s complaints and contact pages list no complaints email or postal address |
Once you’ve sent the after-travel form, it emails an acknowledgement with your reference number. TUI asks for as much information as you can give, including your booking reference and holiday dates. Keep that email. AviationADR tells passengers to keep the reference number and to complain to TUI in writing first, because phone calls alone aren’t enough evidence.
Write the complaint out in full before you open the form. Name the flight or hotel, the dates and what went wrong, and say what you want TUI to do.
Is there an email address for TUI complaints?
Not one that TUI publishes. Its complaints page names the online form as the route, and its contact page lists no general customer email and no postal address for complaints. It does list these phone lines, and it calls its app the easiest way to reach it while you’re away. Only Marella shore excursions have an email address of their own.
- Holidays, flights, groups, cruises and weddings: 0203 451 2688. Monday to Friday 9am to 7pm, Saturday 9am to 5pm, Sunday 10am to 5pm.
- Assisted travel: 0800 145 6920, on the same hours.
- From abroad, 24 hours: +4420 38 303 111, charged at international rates.
How long does TUI take to reply?
TUI says it will be in touch with the lead passenger on the booking within 28 days. Its page doesn’t say when that clock starts or what happens if the date is missed, so keep your own record of the dates.
| What happens | Time | Source |
|---|---|---|
| You notify TUI of a holiday complaint | Within 28 days of your return | TUI |
| TUI gets in touch with the lead passenger | Within 28 days | TUI |
| You can go to AviationADR with no response | Eight weeks after your written complaint | AviationADR and the CAA |
| Time limit after TUI’s final response | Within 12 months | The CAA |
| How old the incident can be | Six years, or five if you live in Scotland | The CAA |
Delayed or cancelled TUI flights
A delay claim has its own route. TUI says you may be due compensation for a delay of more than three hours, or a cancellation, under EU Regulation 261/2004. It points TUI Airways customers to its online flight delay form and says claiming direct means you receive all the compensation due, rather than another company taking a percentage.
- TUI says the form is only for TUI Airways customers.
- If your booking carries another airline’s flight number, TUI says to claim on that carrier’s website.
- TUI warns that inaccurate or incomplete data will delay the claim. Its page gives no time limits.
- For amounts and eligibility, see our guide to delay and cancellation compensation.
“Write it down on the day: who you spoke to, the time and what they said. Those are the details you won’t be able to rebuild once you’re home, whatever the photos show. If it’s a flight problem, add the flight number and what staff told you at the gate, and keep your boarding pass and receipts.”
Kate Acaster, Chief Editor, Flight Tribe
Taking a TUI flight complaint further
AviationADR lists TUI among its participating members and describes itself as the independent scheme TUI uses for flight complaints. The Civil Aviation Authority lists TUI Airways under it. AviationADR says its decision binds TUI if you accept it, and that it costs you nothing.
- Send your complaint through TUI’s form and keep the reference.
- Wait for TUI’s final written response, which AviationADR calls a deadlock letter.
- If TUI hasn’t responded eight weeks after your written complaint, you can go to AviationADR without one.
- Submit your case to AviationADR within 12 months of the final response, online, by post or by phone.
- Include your booking details and every message you and TUI have exchanged.
AviationADR lists a phone line on 0203 540 8063. Its postal address is Consumer Dispute Resolution Limited, Unit 5, Homelands, Higher Union Road, Kingsbridge, TQ7 1EQ.
What AviationADR covers for TUI
AviationADR says it deals with TUI flights that were set to arrive at or leave a UK airport. Its page lists these complaints:
- Denied boarding, and delayed or cancelled flights.
- Damaged, lost or delayed luggage.
- Misrepresentation.
The CAA says you can use ADR for incidents within the last six years, or five if you live in Scotland. It also says ADR is free and that you don’t need a claims firm. Its guide to alternative dispute resolution explains the process.
What if your complaint is about a TUI holiday?
TUI’s holiday complaints page gives no further route if you’re unhappy with its reply. AviationADR’s TUI page is about flights, and it doesn’t say whether package holidays are covered. If a holiday complaint stalls, ask TUI in writing which dispute service applies to your booking, and keep the reply.
Do you need a claims company for a TUI complaint?
No. TUI says claiming direct means you receive all the compensation due. The CAA warns that a claims firm may deduct a significant proportion of any payment as its fee. Ask any firm for its fee in writing before you sign.
Before you send your TUI complaint
- Put your booking reference, travel dates and flight number in every message.
- Say exactly what outcome you want.
- Attach receipts, photos and any reply you’ve had.
- Note who you spoke to and when.
- Write down the day you return, the day you submit the form and the day TUI acknowledges it.
Related TUI guides
Start with our guide to flying with TUI, then these common causes of complaints.
- Check the TUI baggage allowance before you dispute a bag fee.
- See TUI excess baggage fees if you were charged at the airport.
- Read the TUI cancellation policy if the dispute is about a refund.
- Compare how easyJet complaints, Ryanair complaints and Virgin Atlantic complaints work.
TUI complaints: FAQs
How do I make a complaint to TUI?
Use TUI’s online after-travel form once you’re home, and say what went wrong. Notify TUI within 28 days of your return. It says it will email an acknowledgement with a reference number.
Is there an email address for TUI complaints?
No. Its complaints page names the online form, and its contact page lists no general customer email or postal address for complaints.
How long does TUI take to respond to a complaint?
It says it will be in touch with the lead passenger within 28 days. For a flight complaint, you can go to AviationADR if TUI hasn’t responded eight weeks after your written complaint.
Is TUI part of an ADR scheme?
For flights, yes. AviationADR lists TUI among its participating members, and it’s free for passengers. It says its decision binds TUI if you accept it.
How long do I have to take a TUI complaint to AviationADR?
The CAA says within 12 months of receiving a final response. The incident itself must be within the last six years, or five if you live in Scotland.
Can I claim TUI flight delay compensation directly?
Yes, if you flew with TUI Airways. Its online flight delay form is for delays of more than three hours or cancellations, and TUI says claiming direct means you keep all the compensation due.
What if my complaint is about a TUI holiday rather than a flight?
Use the after-travel form within 28 days of your return. TUI’s page names no further route, so ask in writing which dispute service applies to your booking.
Kate Acaster is Chief Editor at Flight Tribe. She writes about practical travel planning, budget airlines, baggage rules, city breaks, beach holidays and good hotels that do not cost daft money.
Kate has travelled through Europe, South America and beyond, usually with a notebook, a half-formed plan and a strong opinion on airport snacks. At Flight Tribe, her work focuses on helping UK travellers understand what is included, what costs extra, and whether a trip is worth booking at the price shown.
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Kate checks the details that can change the value of a trip, including cabin-bag rules, airline fees, hotel location, seasonality, travel dates and booking conditions. She is especially interested in offers that look useful on the surface but need a proper reader-first check before they are worth recommending.
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