To whom it may concern,We booked a family holiday to Crete for mid July this year, but given the circumstances we decided to amend our booking until 2021. Last week, after spending 1 1/2 hours on the phone I finally got through to a very helpful advisor and managed to agree to a new date next year at the same hotel. My wife and I are both key workers and my wife was working at the time so I asked if the advisor could put a note on the system to say I would ring back to confirm that I would amend the booking. Today I rang back to speak to an advisor who initially was assisting me, until the end of the call when they said I would have to pay a 30% charge for late payment. We have previously travelled with Thomas cook, but were looking forward to starting a new long relationship with TUI. However I am very disappointed and quite disgusted by our treatment, given that we have been trying to get in touch with TUI on the phone most days for the last few weeks as all the beaches are closed. We have already been in contact with the Martin Lewis show, I prime time TV programme and it seems we are not the only upset customers who have been mistreated. I look forward to hearing from the company as to how they wish to resolve the situation and will be contacting Friedrich Joussen, Dr. Elle Eller and Sebastian Enele.

We were due to go to Turkey on May 11th 2020 and obviously this didn’t happen due to the current situation, which I fully appreciate was no fault of Tui.We are now into July and have received no voucher or refund from Tui. We have managed to speak to a representative of The company on two separate occasions who told us on the first occasion our voucher had been sent via email on 28th May, this however was not the case and they said they’d look into it. We did get a phone call to say a certain amount of emails had bounced back to Tui and ours was one of them. We were then told someone would contact us within the next few days with the voucher details. We made it clear we wanted to use the voucher against another holiday with Tui for 2021. This never happened.We have also emailed Andrew Flintham over 2 weeks ago about this situation but have not recieved the courtesy of a reply.This is all made more frustrating as Tui have no call centre or complaints dept. Any phone calls we make get diverted around the country to operatives who can not be recontacted or not emailed back !?Needless to saywe will not be using Tui again in the future.

This is the first time we visited the country & it won’t be the last! Having been to a number of Caribbean countries, we found this to be the best so far. The staff at the hotel could not have been friendlier or more helpful. Special mention should be made to Alex Gomez, Customer Services, who went above & beyond. We cannot thank him enough. If there is one criticism it is that the rooms are reaching a point where a make over is required. Not quite tired yet, but within a year or so definitely. That said we had a very comfortable suite and lacked for nothing other than the room telephone didn’t work. Alex, however, provided us with his mobile number and he was contactable should a problem arise, which it didn’t. The hotel in general was beautifully laid out, manicured lawns, clean & tidy. The food was good and sometimes, when a special themed buffet was held, it was truly excellent. There are too many staff to name individually as they all deserve some recognition for their service during our stay. As we upgraded on arrival we used the Balinese beds on the beach. We feel we must also mention the excellent service we received from our beach waiter, Yaicol, one of some very good staff in and around. We enjoy espresso coffee and when we discovered the coffee house in the sister hotel, we thought we were in Heaven. Also the restaurants there were very good. We don’t usually return to the same place we’ve visited but the Punta Cana Princess may be an exception when we check in a couple of years if it’s had a makeover. The only reason we didn’t give 5 stars.

I was very, very, very uncomfortable on that flight from Birmingham airport to Montego Bay Jamaica on the 16th of December. My seating was very very very uncomfortable. My seats has no window and when sitting my shoulder was squash up today Connor of the plane and I was always pushing on the passenger that next to me in the middle seat, it was very difficult for me on the flight I had was to laid my seat back for most of the flight and try to shove my leg all the way under the seat in front of me at one point, the person on the seat in front of me was kicking my l my feet under the seat and with all that uncomfortable position that I’m in I still remain calm and say I will have to make a complaint. This is my second. Bad experience with Iie. and this one is worse off. The flight crew was excellent all of them from first officer captain everyone was excellent and I personally think TUI should do more to ensure the well-being of each passenger on a long haul flight like that, it’s not nice to be seated in a uncomfortable position for over nine hours. I took my daughter to Jamaica for the first time in April of the year 2025, unfortunately. TUI was the airline we travel with from Manchester and it was similar situation with my daughter not having a window seat when at the check-in we make it clear that we need a window seat so she could have that view coming into Jamaica for the first time we boat was very very, very very disappointed and say it’s going to be our last time travelling with TUI .It’s all good Having deals on tickets, but you also need to ensure the safety and well-being of each passenger. Not to have someone sitting in an uncomfortable position for over nine hours not good.👎🏾👎🏾👎🏾👎🏾 A TUI customer