How to complain about a TUI flight?

You may have a problem or dispute with a TUI product or service i.e. the flight was delayed for more than 3 hours or cancelled, loss or damage of luggage or the service you received was unsatisfactory. If this is the case, and you have already complained to TUI, you can use our to get your complaint process started.

Before making a complaint about TUI

Please note that to be eligible to make a complaint against TUI, you must have already complained to TUI directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given TUI eight (8) weeks to respond to your dispute. AviationADR can only deal with unresolved complaints.

What TUI complaints can we deal with?

The airline sector covers complaints against any TUI flight where the flight in question departed from a UK airport.

We can deal with most disputes between passengers and airlines, including disputes in relation to:

Denied boarding, delayed or cancelled flights
Damaged, lost or delayed luggage
Destruction, damage or loss of items worn or carried by a passenger
Problems faced by disabled passengers or passengers with reduced mobility
Issues of unfair trading
Pricing
Misrepresentation

Ways to Complain

There are three (3) ways to bring your complaint to AviationADR:

BY POST

You can download our paper complaint form here and send the completed form to:

AviationADR
Stratford Office Village
Unit 12 Walker Avenue, Wolverton
Milton Keynes
MK12 5TW

ONLINE

If you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.

BY TELEPHONE

You can telephone us on 0203 540 8063.