TUI

We were sold a holiday for a new build hotel that had no planning permission. Luckily we have now found another holiday but feel that it was all made so difficult for us. We have had to pay more money and didn't even get the swim up room we originally booked. We asked about a refund to be told that if we went down that route we would lose £200. Disgraceful. This is not aimed at the staff, but Tui as a company.

Absolutely shocked at there customer service skills.

Went in store to book to holidays, 1 for 2020 and 1 for 2021. I didnt know exact resort that we wanted but new the region and what kind of resort we wanted.

After half hour of pain stankly pushing the staff to search and try and get recommendations of them, she told me to go away do my research and come back when I know what resort I want.

Surely the idear of a travle agent is to help you find you holiday, if I wanted to do my own research and find a resort myself I would just book online.

They lost to decent holiday bookings as had the money ready to pay in full for both holidays.

Wont be returning to TUI !!

Excellent service from roxanne. Second holiday booked in the last 8 months by her. Can't wait to get away.

Not the greatest customer service skills.

Staff very uninterested. Felt the lady was quite patronising, but that changed slightly when I said I was paying in full.

Also went in with a query a month before the holiday. I said I had tried calling the company direct but as we had booked through them, we were advised we had to go through them. Yet again the woman was really put out even huffed and made a point of saying no one had ever asked that and they bet no one has asked the company either.

Ironically she called me 15mins after I left, with the information I needed.

I usually book online, but decided to use a travel agent. Will go back to booking myself. Very disappointed.

Excellent customer service for my first visit to this store today. Claire booked my cruise in a professional and friendly manner, advised and answered my questions. Will certainly return to book any future holidays.

Wonderful customer service from Roxanne, again that’s why I have returned.
This is the second holiday I have booked with TUI Farnborough in the last few months, I got a returned call as promised made everything easy for us and went that extra mile to find the flights we were looking for.
Thanks Roxanne great customer service.

I went to book a holiday to florida for disney World and was greeted by Roxanne, I just want to say here knowledge about Disney is absolutely phenomenal. She explained about all the locations, where best to eat, all facilities, we were just blown away. She tailored our holiday perfectly. Amazing and an asset to the store

Friendly staff, always easy to get help and answer queries. Good to keep check of offers on their socials too, feels very personal to me. 5+!