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Tui controversies

Controversies tied to this brand in public sources. A listing is not a finding of fault.

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  1. 2026

    Tui river cruise passengers criticise coach-trip itinerary changes and refused refunds

    Issue disclosure

    Passengers who paid thousands of pounds for Tui European river cruises said their itineraries were changed to involve hours of coach trips after low water levels on the Danube, attributed by Tui to extreme heat, left the vessel Isla unable to sail sections of the river. Customers on the Tui Isla departures on 14 and 21 September 2026 were sent revised itineraries before travelling, and several passengers said they believed they should get some money back but were offered no refund. One passenger said he had submitted a complaint to Tui and would pursue a refund in the small claims court if necessary. Tui apologised and said customers continued their holidays on amended itineraries under its standard booking conditions.

    Stated objective. Tui said it arranged coach transfers, hotel stays and adjusted travel arrangements to minimise transfer times so customers could still visit destinations, including Budapest, Vienna and Bratislava.

    Company response

    • Apology — Tui

      While customers were still able to visit the key destinations on their itinerary, we're sorry some did not get the river cruise experience they had anticipated.

    • Clarification — Tui

      Extreme heat across Europe this summer caused low water levels on the Danube, affecting river cruise operators across the region.

    Source excerpt

    • Passengers who paid thousands of pounds for European river cruises with Tui have described their anger after their itineraries changed to involve hours spent on coach trips instead.
    • Several have told the BBC they believe they should get some money back, but have been offered no refund.
    Source

  2. 2022

    TUI settles lawsuit over Tunisia terror attack

    Settlement

    TUI reached a settlement with survivors and victims’ families of the 2015 Tunisia terror attack in a lawsuit in which claimants alleged the operator had been neglectful. The settlement was reached without admission of liability or fault by TUI.

    Source excerpt

    • The settlement announced today has been reached "without admission of liability or fault" on TUI's part
    • At the time the lawsuit was filed, TUI said that any claims that the operator had been neglectful were "wholly erroneous".
    • Tour operator TUI has reached an agreement with the survivors and victims' families of the 2015 Tunisia terror attack.
    Source

  3. 2021

    Teen sues TUI over alleged holiday illness

    Lawsuit filed

    A teenager is suing TUI UK for more than £500,000, alleging that food at the Jaz Aquamarine Resort in Egypt caused food poisoning and kidney failure. TUI accepts that he became ill and was hospitalized during the holiday but disputes that food poisoning caused the illness and denies negligence.

    Source excerpt

    • TUI's barrister David Boyle denied negligence by the travel giant or the resort's operators.
    • TUI accepts the teenager was taken ill and hospitalised while on holiday but disputes food poisoning was the source of his illness.
    • He is suing TUI UK for over £500,000 claiming staff failed to ensure all food and drink was safe for consumption.
    Source