✦ Company complaint letter guide
TUI complaint letter
Create a clear, evidence-led TUI complaint letter with the facts, timeline, evidence and outcome set out in a structured way.
Choose the problem
Start with the TUI issue that matches your complaint
Choose the issue closest to your complaint so the letter starts with the right facts and evidence.
Flight delays
Use this if your TUI complaint is mainly about flight delays.
Start this complaint →Holiday cancellations
Use this if your TUI complaint is mainly about holiday cancellations.
Start this complaint →Package holiday complaints
Use this if your TUI complaint is mainly about package holiday complaints.
Start this complaint →Hotel quality issues
Use this if your TUI complaint is mainly about hotel quality issues.
Start this complaint →Refund delays
Use this if your TUI complaint is mainly about refund delays.
Start this complaint →Complaint route
How a TUI complaint should progress
Start with a written complaint that clearly sets out what happened, what evidence exists and what outcome you want.
Complain in writing first
Give the company enough detail to identify the account, order, booking, policy, journey or case.
Ask for a clear response
Ask for a clear written response within the company complaints process.
Escalate if unresolved
If the issue remains unresolved, check the relevant escalation route and keep your written complaint trail.
Use the company’s own complaints route before escalating, and keep a copy of everything sent and received.
Evidence checklist
What to include for each TUI complaint type
Use the checklist to make the letter specific enough for the company to investigate and respond.
| Complaint type | Evidence to include | Likely outcome to request |
|---|---|---|
| Flight delays | Reference numbers, dates, correspondence, screenshots, receipts and any previous replies. | A clear written response and a practical remedy. |
| Holiday cancellations | Reference numbers, dates, correspondence, screenshots, receipts and any previous replies. | A clear written response and a practical remedy. |
| Package holiday complaints | Reference numbers, dates, correspondence, screenshots, receipts and any previous replies. | A clear written response and a practical remedy. |
| Hotel quality issues | Reference numbers, dates, correspondence, screenshots, receipts and any previous replies. | A clear written response and a practical remedy. |
| Refund delays | Reference numbers, dates, correspondence, screenshots, receipts and any previous replies. | A clear written response and a practical remedy. |
- Evidence to include
- Reference numbers, dates, correspondence, screenshots, receipts and any previous replies.
- Likely outcome to request
- A clear written response and a practical remedy.
- Evidence to include
- Reference numbers, dates, correspondence, screenshots, receipts and any previous replies.
- Likely outcome to request
- A clear written response and a practical remedy.
- Evidence to include
- Reference numbers, dates, correspondence, screenshots, receipts and any previous replies.
- Likely outcome to request
- A clear written response and a practical remedy.
- Evidence to include
- Reference numbers, dates, correspondence, screenshots, receipts and any previous replies.
- Likely outcome to request
- A clear written response and a practical remedy.
- Evidence to include
- Reference numbers, dates, correspondence, screenshots, receipts and any previous replies.
- Likely outcome to request
- A clear written response and a practical remedy.
Outcome request
What you can ask TUI to do
The strongest complaint letters state the practical result you want, not just what went wrong.
Use this page to prepare a clear, firm complaint to TUI. The aim is to summarise what happened during your booking or holiday, what you want them to do, and the evidence that supports your position.
What this letter should achieve
- State the issue clearly with booking reference and travel dates.
- Explain the financial and practical impact.
- Request a specific remedy (refund, compensation, partial reimbursement, or corrective action).
- Set a clear deadline for response.
Common issues people complain about (Travel)
Typical themes include: Flight delays, Holiday cancellations, Package holiday complaints, Hotel quality issues, Refund delays. Keep your letter focused on the main issue and avoid mixing separate grievances.
What to include
Evidence: Booking reference, travel dates, correspondence, receipts, photos, medical reports (if relevant)
- Booking confirmation and itinerary.
- Receipts for additional expenses.
- Photographs or written evidence of issues.
- Copies of previous communication.
What to ask for
- Be specific about the refund or compensation amount requested.
- If claiming under UK261 for flight delay, state the delay duration and route.
- If the complaint concerns a package holiday, reference the standards promised at booking.
Escalation and timeframes
Expected wait: Allow a reasonable time for a response before escalating.
Escalation route: If unresolved, consider escalation via ABTA or AviationADR (where applicable). Flight delay rights may also be pursued via the Civil Aviation Authority (CAA) under UK261 regulations.
Practical tips
- Submit complaints in writing and retain copies.
- Keep your timeline clear and chronological.
- Separate flight compensation from accommodation complaints if both apply.
TUI complaint FAQs
How long should I give TUI to respond?
Can I claim compensation for a delayed flight?
What if TUI does not resolve my complaint?
How do I structure a complaint about: Package holiday complaints?
How do I structure a complaint about: Refund delays?
Related guidance
Useful next pages
Use these pages to compare complaint routes, prepare evidence and start a letter for another company.
Travel complaints
Browse other companies and complaint routes in this sector.
Open sector → GuideWhy most UK refund complaints fail and how to fix them (2026 guide)
Company refusing a refund? Learn why refund complaints fail, what UK law says, and how to structure a legally framed refund complaint letter that gets results.
Read guide → GuideHow to Complain to an Airline (UK Consumer Rights Guide)
Learn how to complain to an airline in the UK, claim refunds or compensation, gather evidence, and escalate unresolved disputes effectively.
Read guide → CompaniesFind another company
Search by sector or company and start a tailored complaint letter.
Browse companies → ToolComplaint letter generator
Start from scratch if you do not need a company-specific page.
Open generator →More routes
More useful pages for TUI complaints
Compare similar company pages and read issue-specific guidance before you create your letter.
Airbnb complaints
Open another travel complaint route with company details preloaded.
Open company → Same sectorBooking.com complaints
Open another travel complaint route with company details preloaded.
Open company → Same sectoreDreams complaints
Open another travel complaint route with company details preloaded.
Open company → Same sectorExpedia complaints
Open another travel complaint route with company details preloaded.
Open company → GuideThe 2026 UK Consumer Complaint Index
Explore the 2026 UK consumer complaint index for insights into complaint trends across sectors. Reliable data to inform your rights and actions.
Read guide → GuideComplaint Letter for Faulty Goods After 30 Days (UK)
Retailer refusing help with faulty goods after 30 days? Learn your rights under UK consumer law and how to write a structured complaint letter that gets a response.
Read guide →