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How to Complain to TUI (UK)
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 put right, you can take it to AviationADR (CAA-approved ADR scheme).
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to TUI (UK)
How to Complain
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. source
When You Can Escalate
AviationADR: escalate once TUI gives a final written (deadlock) response or eight weeks have passed since your written complaint. Scheme: AviationADR (CAA-approved ADR scheme). source
Is It A Package?
What Counts as A Package
You likely have a package holiday if you booked 2 or more travel services (for example flights and a hotel) for the same trip from one organiser, and the trip lasts over 24 hours or includes an overnight stay. source
Linked and Independent Bookings
Linked arrangements (services from different companies, paid separately) and independent bookings give you fewer rights, and foreign-based companies may not be covered by UK law. Report problems quickly and keep receipts. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to AviationADR (CAA-approved ADR scheme)Or sooner if TUI (UK) sends a final (deadlock) response
- Straight awayTell the company about a problemAs soon as it happens, during the trip, not after you get home
- 20 daysWritten notice of a price riseAt least 20 days before departure
- 8%Cancel free if the price rise is over8%
- 14 daysRefund after a cancelled packageWithin 14 days of the cancellation
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to TUI (UK) in writing using the route below, 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.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to AviationADR (CAA-approved ADR scheme).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
TUI (UK) Complaints
Always start here, in writing.
AviationADR (CAA-Approved ADR Scheme)
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to TUI (UK). This guide uses information published by TUI (UK) and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- tui.co.uk/destinations/faq/contact-us/feedback-and-complaints/how-do-i-make-a-complaint-about-my-holiday Checked 2 October 2026
- tui.co.uk/destinations/contact-us Checked 2 October 2026
- aviationadr.org.uk/how-to-complain/how-to-complain-about-a-tui-flight Checked 2 October 2026
- aviationadr.org.uk/complaints-process/airline-and-airport-members-aviationadr Checked 2 October 2026
- citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/claim-compensation-for-a-holiday Checked 12 October 2026