TUI Airways Reviews & Complaint Guide

People at gate C7 were asking normal questions about vouchers, hotel options, and whether the delay would affect connections. The answers kept changing, and one staff member spoke to passengers like they were wasting time. It was the attitude, more than the delay, that made the experience feel so bad.

After the cancellation, passengers were told hotel vouchers would be sent by text. Some people received them, some did not, and the desk could not explain why. By the time I found a room myself, the nearby hotels were much more expensive than they had been earlier in the evening.

I paid extra so our family could sit together, then at the airport the seats had been split anyway. The agent kept pointing to the screen like that answered the problem, even though my receipt showed the seat purchase. On a long AMS-NBO flight, being moved away from a child after paying for seats is not a small inconvenience.

The best part of this trip happened before boarding. A check-in employee at Delhi noticed a document mismatch and corrected it before it became a gate problem. The process took extra minutes, but it saved me from a much bigger issue later in the day.

After a tiring trip, I mostly wanted the bags to show up and the staff to be polite. That is exactly what happened. The baggage belt at LHR started quickly, both checked bags arrived together, and the employee nearby helped an older passenger lift a heavy suitcase without being asked.

Our original flight was cancelled and TUI Airways automatically moved us onto a connection that looked impossible from the start. Staff at DFW kept saying the new 15:20 departure was the only option, but by the time we landed the onward gate was already closed. What bothered me most was being told to call support while standing in the airport with hotel nights already paid for.

At gate F14, passengers with bags that had already passed the sizer were suddenly told to check them. The staff sounded annoyed when people asked whether the bags would come out planeside or at baggage claim. I would have packed differently if TUI Airways had made the rule clear before boarding started.

The area around seat 7A smelled strongly of the lavatory for most of the flight. A crew member offered a middle seat several rows back, but that was the only option. For a long trip, this was one of those problems that sounds small until you are stuck with it for hours.

Once the connection was missed, every person pointed somewhere else. Airport staff said to call, the call center said to ask the airport, and the app kept showing options that disappeared before I could select them. Nobody sounded responsible for getting us to the destination anymore.

After boarding TUI Airways BY199, the screen at my seat froze and the crew tried restarting it twice. Then we were told there was a maintenance warning and everyone just sat there without a clear timeline. I understand safety checks, but the communication on January 18, 2026 made the whole cabin feel stuck and ignored.

The app said TUI Airways BY236 was boarding soon, the airport screen still showed delayed, and the gate desk told us to ignore both until they made an announcement. That kind of mixed information is exhausting when you are trying to decide whether to get food, call a ride, or run to a different gate.

A phone was left with the wrong family member during boarding, and I expected that to become a mess. The gate agent at F14 stayed calm, coordinated with the people still outside the jet bridge, and got it back before the door closed. That one employee saved the trip from starting badly.

This was a rare travel day where nothing dramatic happened. TUI Airways BY310 boarded close to the posted 07:40 time, the cabin was clean, and the crew kept the announcements short but useful. I landed at YVR close enough to schedule that my ride did not have to circle the airport.

The fare looked reasonable when I booked, but the final cost felt different after seat selection, baggage, and a change fee. For the Frankfurt to Rome Fiumicino trip, the add-ons made the ticket feel misleading. I would rather see the real price earlier than be surprised step by step.

The wheelchair request was on the reservation, but when we reached Sydney nobody seemed prepared for it. We waited, asked twice, and almost missed the boarding window. Special assistance should not depend on finding the right person at the last minute.

I paid extra so our family could sit together, then at the airport the seats had been split anyway. The agent kept pointing to the screen like that answered the problem, even though my receipt showed the seat purchase. On a long GRU-SCL flight, being moved away from a child after paying for seats is not a small inconvenience.