1. Understand the Purpose of a Complaint Letter to TUI
A complaint letter to TUI is used to formally report issues related to your holiday, flights, or services provided by TUI. Whether your concern involves flight delays, poor accommodation, or refund disputes, submitting a clear and detailed complaint can help you obtain a fair resolution.
Common reasons for complaints include:
- Flight delays or cancellations
- Poor hotel standards or misleading descriptions
- Rude or unhelpful customer service
- Canceled excursions or excursions not as advertised
- Lost, delayed, or damaged baggage
- Refund or compensation delays
A professional, evidence-backed letter increases your chances of a successful outcome.
2. Review TUI’s Complaints Policy
Before submitting your complaint:
✅ Review TUI’s official complaints process on their website.
✅ Understand your rights under the Package Travel and Linked Travel Arrangements Regulations 2018 or EU Regulation 261/2004 (flight compensation).
✅ Submit your complaint within 28 days of returning from your trip.
If TUI fails to resolve your issue within 8 weeks, you may escalate the complaint to:
- ABTA (Association of British Travel Agents) for package holidays.
- CAA (Civil Aviation Authority) for flight-related complaints.
3. Structure of a Complaint Letter to TUI
Organize your complaint for clarity and professionalism.
Your Details:
- Full name
- Address
- Email and phone number
- Booking reference number
TUI’s Contact Details:
TUI Customer Service Team
Wigmore House
Wigmore Lane
Luton
LU2 9TN
Subject Line:
Formal Complaint Regarding [Issue] – Booking Reference [Your Booking Number]
4. Opening Paragraph – Clearly State the Complaint
Begin your letter by explaining who you are, what the complaint is about, and referencing your booking details.
Example:
I am writing to formally raise a complaint regarding my recent holiday booking with TUI (Booking Reference: [Your Booking Number]). Despite expecting a smooth experience, I encountered several issues that significantly impacted my trip.
5. Main Body – Describe the Problem in Detail
Be factual, chronological, and specific.
Include:
- What happened (nature of the issue).
- When and where it occurred.
- How it affected you (financial loss, inconvenience, or distress).
- Any previous attempts to resolve the issue (e.g., emails, calls, or reports to staff).
Example:
During my stay at [Hotel Name] from [Start Date] to [End Date], I encountered several problems, including an unclean room, broken air conditioning, and unhelpful hotel staff. I reported these issues to the TUI representative on-site, but no action was taken. I have attached photographs and email correspondence as supporting evidence.
Attach relevant documents such as receipts, booking confirmations, and photographs.
6. Proposed Resolution – Request Specific Actions
Be clear about what outcome you expect. Examples include:
- Full or partial refund.
- Compensation for inconvenience or extra costs.
- A written apology or goodwill voucher.
Example:
To resolve this matter, I request a partial refund of £[amount] and compensation for the inconvenience caused. If this issue is not addressed within 14 days, I will escalate my complaint to ABTA.
7. Closing Paragraph – Request a Response
End with a courteous but firm request for a timely reply.
Example:
Please confirm receipt of this complaint and provide a written response within 14 days. 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”)
8. Maintain a Professional and Firm Tone
✅ Use calm, factual language.
✅ Avoid emotional or accusatory wording.
✅ Focus on facts, not frustration.
✅ Propose fair and realistic solutions.
Effective tone example:
I was disappointed that the issue was not resolved on-site, and I would appreciate your help in resolving this matter fairly.
9. Provide Supporting Documents
Always attach evidence to strengthen your complaint:
- Booking confirmation and itinerary
- Photos or videos of issues (e.g., hotel defects)
- Email correspondence with TUI staff or customer service
- Receipts for additional costs (e.g., meals, taxis, or replacement bookings)
- Flight tickets or boarding passes (for travel-related claims)
Mention in your letter:
I have attached copies of my booking confirmation, receipts, and photos as supporting evidence.
10. Send the Letter via the Correct Channel
Options to Submit Your Complaint:
📧 Email: customerservices@tui.co.uk
🌐 Online: TUI’s official complaints form on their website
📬 Post:
TUI UK
Wigmore House
Wigmore Lane
Luton
LU2 9TN
Send postal letters via recorded delivery and keep a copy for your records.
11. Follow Up If Necessary
If TUI doesn’t respond within the given timeframe:
- Send a polite reminder by email or post.
- Reference your original complaint and attach your first letter.
- Escalate to ABTA or the Civil Aviation Authority after 8 weeks without resolution.
12. Escalation Options
If TUI does not resolve your complaint satisfactorily, you can escalate to:
1️⃣ ABTA (Association of British Travel Agents)
For issues related to package holidays.
🔗 Visit: abta.com
2️⃣ Civil Aviation Authority (CAA)
For flight-related complaints (delays, cancellations, or denied boarding).
🔗 Visit: caa.co.uk/passengers
3️⃣ Financial Ombudsman Service
If you paid via credit card or finance and TUI refuses to refund.
🔗 Visit: financial-ombudsman.org.uk
13. Sample Complaint Letter to TUI
[Your Name]
[Your Address]
[City, Postcode]
[Email Address]
[Phone Number]
[Date]
TUI Customer Service Team
Wigmore House
Wigmore Lane
Luton
LU2 9TN
Subject: Formal Complaint Regarding [Issue] – Booking Reference [Your Booking Number]
Dear Customer Service Team,
I am writing to formally raise a complaint regarding my recent holiday booking with TUI (Booking Reference: [Your Booking Number]). Despite my expectations of a relaxing trip, I encountered significant issues that affected my overall experience.
Details of the Complaint:
- Date of Travel: [Insert Dates]
- Destination: [Insert Location]
- Issue: [Brief description of the problem, e.g., flight delay, poor accommodation, missed transfers]
- Impact: [Explain how it affected you—financially or emotionally]
- Previous Actions: [Mention any prior contact with TUI or hotel staff]
I have attached copies of my booking confirmation, receipts, and photographic evidence.
To resolve this matter, I request [e.g., a full refund, compensation for the delay, or a goodwill gesture]. Please respond within 14 days of receiving this letter.
Thank you for your prompt attention. I look forward to your response.
Yours sincerely,
[Your Full Name]
14. Common Mistakes to Avoid
❌ Being too vague — provide clear, detailed facts.
❌ Using emotional or aggressive language.
❌ Forgetting to include your booking reference or supporting evidence.
❌ Failing to set a response deadline.
❌ Ignoring escalation options if TUI fails to respond.
Frequently Asked Questions (FAQs)
How long should I wait for a response from TUI?
TUI typically responds within 14–28 days. Follow up if you haven’t heard back after this period.
What if TUI refuses to refund my money?
Escalate your complaint to ABTA, CAA, or the Financial Ombudsman Service depending on the issue.
Can I claim compensation for flight delays?
Yes, under EU Regulation 261/2004, you may be entitled to compensation for delays of over three hours.
Can I take legal action against TUI?
Yes. If TUI breaches your travel contract, you can pursue the matter in small claims court.
Conclusion
Writing a complaint letter to TUI requires a professional, factual, and evidence-backed approach. By outlining your experience clearly, attaching supporting documents, and following up appropriately, you improve your chances of receiving a refund, compensation, or apology.
If TUI fails to respond, don’t hesitate to escalate your complaint to ABTA, the CAA, or the Financial Ombudsman Service.
For fixed-fee legal help with travel disputes or compensation claims,
contact Martin Taggart — your trusted UK consumer law partner.