How to Complain to TUI (UK)
Step by step: where to complain, what to say, and where to go if TUI (UK) does not put it right.
Consumer Protection UK is independent and is not connected to TUI (UK). This guide uses information published by TUI (UK) and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- TUI (UK) official complaints page (opens in a new tab)
TUI asks you to raise problems with your rep or accommodation during the holiday, then complete its online feedback form after you return, within 28 days of getting home. TUI says it will contact the lead passenger within 28 days of the form. - If it is not resolved
- AviationADR (CAA-approved ADR scheme)
- When you can escalate
- AviationADR: escalate once TUI gives a final written (deadlock) response or eight weeks have passed since your written complaint.
- Checked
- 2 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Keep your booking confirmation, boarding passes and receipts for extra costs.
- For a long delay, cancellation or denied boarding on a flight covered by UK261, compensation of £220, £350 or £520 may be payable depending on distance (on flights over 3,500 km it is £260 if you arrive 3 to 4 hours late), unless extraordinary circumstances applied.
- For damaged baggage, make a written claim within 7 days. For delayed baggage, within 21 days.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.
More on this company: TUI Flight Delay and Cancellation Compensation