Sometimes you face an issue, and you need to contact TUI’s customer service team. There are several ways you can get in contact with them to file a complaint, and here are your options. Depending on what you hope to accomplish, certain methods of contact will be more effective than others, so make sure to take a moment to consider your options. Regardless of how you contact customer service, make sure to be kind to the agents. They are not at fault.

Via phone

One of the most popular ways to file a complaint is to call them via phone. There are different numbers you can call based on where you are from to avoid fees, so make sure you verify you are using the right one prior to calling.

You may be on hold for a while, depending on the call volume at the time. However, if you call them directly, you will be able to lodge your complaint directly with a customer service representative. If you want to try to get something to compensate you for your troubles (drink vouchers, travel credits, etc.), this may be your best bet.

Make sure that you are kind to the TUI staff on the phone. It’s not their fault you faced your issue, and being nice to them could make them more amenable to giving you additional benefits for your inconvenience.

Via Chat

TUI offers a live chat with customer service representatives during business hours, so you may also be able to chat in your complaint. Keep in mind that the front-line service you receive may be a chatbot.

Many times organizations use artificial intelligence as a first line of defense to answer common questions. This could be checking flight status, checking on a refund, and more. Asking to speak to a person may be able to escalate your concern out of the AI and into a live person.

Again, the wait times may vary as you wait to chat with a person, so make sure you have the sound up so that you don’t miss a chat ping. This could be helpful if you want to talk to someone in person but don’t want or cannot speak on the phone at the time.

You want to once again be respectful as you lodge your complaint via chat. It is not the person’s fault that you faced an issue, so be nice to them as you explain your issue, and they will be nice back!


You can always contact TUI via email with your complaint. It may take a few days for you to receive a response, so make sure to only use it if you don’t need an immediate response. You can still get the same resolution via email as you would get over the phone or via chat. There is no difference in the level of service.

Make sure to be as thorough as possible in your email and attach any documentation directly in the message for ease of reference. This can help speed up the resolution process.

In Person

If you are already at the airport, you can also share your complaint directly with the customer service team on-site. There may be a line, so be prepared to wait. They will help you as soon as they are able to.

Many of these agents will have worked long hours and face a lot of the same questions, so make sure to address them with kindness and respect. That can set the entire tone of your interaction moving forward. Just because you are filing a complaint doesn’t mean that you have to be rude about it.


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