Verified: 11 March 2026 12:38 pm UK Time
Industry: Aviation & Travel
Jurisdiction: United Kingdom
Primary Regulators: Civil Aviation Authority (CAA) & AviationADR
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. TUI staff will never ask for your account PIN, your myTUI password, or ask you to move money to a “safe account” over the phone to process a refund.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through your myTUI online account, via their online Complaints web form, through live chat, or by calling their official customer service routing numbers.
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General Enquiries & Support: 0203 451 2688
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24/7 Overseas Support (While on holiday): +44 (0) 203 830 3111
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Source Verification Note: TUI Complaints Procedure
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Availability: Telephone support lines and online Live Chat are available 7 days a week from 9:00 AM to 9:00 PM (UK Time). The overseas support line operates 24/7.
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Timeline: TUI aims to respond to general complaints within 28 days. (Note: Under UK261 regulations, if your flight is delayed by more than 3 hours or cancelled due to reasons within the airline’s control, they must issue statutory compensation of up to £520 depending on flight distance, alongside any out-of-pocket expenses).
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it to their Customer Relations team. Send a written letter detailing your booking reference, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: TUI Customer Relations, Wigmore House, Wigmore Lane, Luton, Bedfordshire, LU2 9TN
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Timeline: Under CAA regulations, TUI has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: AviationADR
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Portal/Contact: AviationADR is the CAA-approved, independent dispute resolution service for TUI UK complaints. You can submit a complaint online or by phone:
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Website: aviationadr.org.uk
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Phone: 0203 540 8063
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Timeline (CRITICAL): You can only refer your complaint to AviationADR after you receive a Deadlock Letter from TUI, OR if 8 weeks have passed since your initial formal complaint without a resolution. You must escalate the complaint to AviationADR within 12 months of receiving your Deadlock Letter.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to TUI’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: TUI UK Limited, Wigmore House, Wigmore Lane, Luton, Bedfordshire, LU2 9TN
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Court: If the LBA fails and AviationADR cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is TUI Airways still ignoring your ruined package holiday claim or flight delay compensation dispute? Reply below (do not share your passwords, full booking references, or PINs), and our community will point you to the right AviationADR complaint templates!