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14 Dec 2023

Tui

See how it fares for beach/resort holidays, all-inclusives, city breaks, escorted tours, ski holidays, solo holidays, walking holidays, cultural tours and family holidays in our survey of more than 8,000 holidaymakers

Which? Team

In this article

Who is Tui?
Which? verdict
Tui customer ratings
What’s Tui like?
Should I book with Tui?

Who is Tui?

Household name Tui is the UK’s biggest travel company, probably best known for its beach and poolside packages. It does, however, also arrange city breaks, escorted tours and ski holidays. With more than 80 destinations in 30 countries worldwide, travellers can book a trip online, call the contact centre or pop into one of Tui’s high street stores.

Find out more: What is a package holiday and why should you book one?

Which? verdict

As a mid-table provider across the variety of holidays it offers, it fails to measure up against many of its rivals. We’d recommend booking with its biggest rival, Jet2Holidays, instead. It has similar prices, but better-rated customer service.

Tui customer ratings

Holiday	Which? Recommended Provider?	Customer score
Beach/resort holiday	No	74%
All-inclusive holiday	No	72%
Escorted tour	No	80%
City break	No	78%
Ski holiday	No	77%
Solo holiday	No	77%
Family holiday	No	75%

Using the table: Customer score: Based on a combination of overall satisfaction and how likely people are to recommend the company. In August 2022, we asked 8,361 Which? Connect panel members and the public to complete an online survey about their experiences of booking and going on holiday in the past two years. In September 2023 we asked 1,918 Which? Connect panel members about their experiences of an all-inclusive holiday.

What’s Tui like?

For a company that’s been around almost 100 years, you’d think Tui would have perfected its holidays by now. However, in our survey of package holiday companies, it fell miles short of relative newcomer, Jet2Holidays which offers similar trips for budget-conscious travellers.

The good thing about Tui is that you can be confident you’ll get what you pay for: its beach/resort holidays have five stars for ‘description matching reality’. And at £104pp a day for short-haul trips the cost is also around average for firms in our survey. One happy customer told us: ‘They offer so much choice. Great flights and good accommodation.’

But the reason Tui is towards the bottom of that table is its disappointing three stars for customer service. More than one customer told us there was no rep at their resort and they struggled to make contact with Tui if there were problems. One holidaymaker complained that ‘once they’ve got your money, they don't care’.

Most people who booked with Tui understood that they weren’t getting a luxurious holiday of a lifetime. One praised its value for money and said: ‘It’s a general tour operator – it’s not Kuoni.’

It is therefore unsurprising that Tui is consistently either mid-table or in the lower half of providers. Jet2Holidays out-performed Tui across city breaks, all-inclusive, family and beach/resort holidays with much higher overall scores. Jet2Holidays also consistently outperformed Tui by at least one star rating on customer service and value for money.

It was a similar story away from Tui’s most popular holidays, ending up mid-table for its ski holidays and escorted tours.

Should I book with Tui?

Tui is a mid-table provider across its variety of holidays. Jet2Holidays outperformed it and is a much better alternative for beach/resort holidays, all-inclusive trips, city breaks and family holidays.

We found Virgin Holidays to be a better alternative for ski holidays and Ramblers, HF Holidays, Exodus, Trailfinders and Riviera to be a better option for escorted tours.