How to Write a Complaint Letter to TUI: A Step-by-Step Guide

Table of Contents

1. Understand the Purpose of a Complaint Letter to TUI

A complaint letter to TUI is necessary if you have experienced issues related to your holiday booking, such as:

Flight delays or cancellations
Hotel accommodation problems (unclean rooms, misleading descriptions)
Poor customer service
Excursion or activity cancellations
Baggage loss or mishandling
Refund or compensation disputes

A well-structured complaint increases the likelihood of receiving a refund, compensation, or resolution.

2. Review TUI’s Complaints Policy

Before writing your letter, check:

TUI’s official complaints process (found on their website)
Your rights under travel regulations (such as UK Package Travel Regulations 2018 or EU 261/2004 for flight compensation)
TUI’s deadlines for submitting complaints (usually within 28 days of your return)

If TUI does not resolve your issue within 8 weeks, you may escalate your complaint to ABTA (Association of British Travel Agents) or the Civil Aviation Authority (CAA).

3. Structure of a Complaint Letter to TUI

A well-organized letter ensures clarity and effectiveness.

Your Details

Full name
Address
Contact details (phone/email)
Booking reference number

Recipient’s Details

TUI Customer Service Team
Address: TUI UK, Wigmore House, Wigmore Lane, Luton, LU2 9TN

Subject Line

Example: Formal Complaint Regarding [Issue] – Booking Ref: [Your Booking Number]

Opening Paragraph – Clearly State the Complaint

Mention your booking details.
Provide a brief summary of the issue.

Example:
“I am writing to formally raise a complaint regarding my recent holiday booking with TUI (Booking Ref: [Your Booking Number]). Despite my expectations of a smooth experience, I encountered significant issues that negatively affected my trip.”

Main Body – Provide Details of the Complaint

What happened? (Describe the issue clearly.)
When and where did it occur?
How did it affect you? (Financial loss, inconvenience, stress.)
Previous attempts to resolve the issue (Customer service interactions, emails, or calls.)

Attach supporting documents such as receipts, photos, emails, or flight tickets.

Example:
“During my stay at [Hotel Name] from [Start Date] to [End Date], I experienced severe issues, including an unclean room, broken air conditioning, and unhelpful hotel staff. I reported these problems to the TUI rep on-site, but no action was taken. I have attached photos and email correspondence as evidence.”

Proposed Resolution – Request Specific Actions

Clearly state what you expect as an outcome. Examples:

A full or partial refund
Compensation for inconvenience or additional costs
A written apology
Future booking discounts or goodwill vouchers

Example:
“To resolve this matter, I request a full refund for the hotel stay and compensation for the distress caused. If this issue is not addressed within 14 days, I will escalate my complaint to ABTA.”

Closing Statement – Request a Response

Request a timely response and express appreciation for their attention.

Example:
“Please confirm receipt of this letter and provide a formal response by [date]. I appreciate your prompt attention to this matter.”

Sign-Off

Yours sincerely (if addressing a named person)
Yours faithfully (if using “Dear Customer Service Team”)

4. Maintain a Professional and Firm Tone

✅ Be clear and factual – Avoid emotional or accusatory language.
✅ Be firm but respectful – Ensure your concerns are taken seriously.
✅ Focus on solutions – Suggest reasonable actions TUI can take.

5. Provide Supporting Documents

Attach relevant documents, such as:

Booking confirmation and itinerary
Photos or videos of issues (e.g., hotel room conditions)
Emails or chat transcripts with TUI support
Receipts for additional expenses due to service failures
Flight tickets or boarding passes (if applicable)

Mention in your letter that you have included these attachments.

6. Send the Letter via the Correct Channel

Submit your complaint via:

Email: customerservices@tui.co.uk
Online Form: Available on the TUI Complaints webpage
Post: Send your letter via recorded delivery to:
TUI UK, Wigmore House, Wigmore Lane, Luton, LU2 9TN

7. Follow Up If Necessary

If you do not receive a response within 14 days, follow up with:

A polite reminder via email or phone call.
A second complaint letter referencing your initial complaint.
Escalation to ABTA or the Civil Aviation Authority (CAA) if unresolved after 8 weeks.

8. Escalate If Necessary

If TUI does not resolve your complaint, escalate it to:

ABTA (Association of British Travel Agents) – If you booked a package holiday.
Civil Aviation Authority (CAA) – For flight-related complaints.
Financial Ombudsman Service – If TUI refuses to refund payments made via credit card.

9. Sample Complaint Letter to TUI

[Your Name]
[Your Address]
[City, Postcode]
[Email]
[Phone Number]
[Date]

TUI Customer Service Team
Wigmore House
Wigmore Lane
Luton
LU2 9TN

Subject: Formal Complaint Regarding [Issue] – Booking Ref: [Your Booking Number]

Dear Customer Service Team,

I am writing to formally raise a complaint regarding my recent holiday booking with TUI (Booking Ref: [Your Booking Number]). Despite my expectations of a stress-free trip, I encountered significant issues that negatively impacted my experience.

The details of my complaint are as follows:

Date of Travel: [Exact dates]
Destination: [Holiday location]
Issue: [Describe the problem, e.g., flight delay, poor hotel conditions, missing services]
Impact: [Explain how it affected your trip, including financial loss or inconvenience]
Previous Actions Taken: [Mention any prior complaints, emails, or calls to TUI]

I have attached supporting documents, including my booking confirmation, receipts, and photos of the issues I experienced.

To resolve this matter, I request [state desired resolution, e.g., refund, compensation, service improvement]. If no action is taken within 14 days, I will escalate my complaint to ABTA.

Please confirm receipt of this letter and provide a formal response by [date]. Thank you for your prompt attention to this matter.

Yours sincerely,
[Your Name]

10. Common Mistakes to Avoid

🚫 Being too vague – Clearly describe the issue and provide evidence.
🚫 Using emotional or aggressive language – Stay professional.
🚫 Failing to provide evidence – Attach supporting documents.
🚫 Ignoring escalation options – Mention further action if needed.

Frequently Asked Questions (FAQs)

How long should I wait for a response from TUI?
TUI usually responds within 14-28 days. If no response is received, follow up.

What if TUI refuses to refund my money?
You can escalate your complaint to ABTA, CAA, or the Financial Ombudsman Service.

Can I claim compensation for flight delays?
Yes, under EU Regulation 261/2004, you may be entitled to compensation for flights delayed over 3 hours.

Can I take legal action against TUI?
Yes, if TUI breaches your contract, you can file a small claims court case.

Conclusion

Writing a complaint letter to TUI requires professionalism, clarity, and supporting evidence. By following these steps, you increase the likelihood of a prompt and fair resolution.

Martin taggart