Before making a complaint about TUI

Please note that to be able to file a complaint against TUI, you need to have communicated your issue directly to TUI in writing first.

After submitting your complaint to TUI, you should have either:

• Received a Final Written Response (otherwise known as a ‘Deadlock Letter’)
• Given TUI 8 weeks to respond to your complaint

… You can only submit your complaint to us once at least 1 of these conditions is fulfilled.

AviationADR is specifically designed to handle unresolved complaints.

What TUI complaints can we deal with?

Our jurisdiction extends to handling complaints against any TUI flight that was set to depart from a UK airport.

We’re equipped to negotiate most disputes between passengers and airlines, including but not limited 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

If TUI has refused, ignored, or otherwise left you unsatisfied after you made a complaint to them, you can escalate matters for FREE with AviationADR.

Start A Complaint

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 our homepage and click on:

START A COMPLAINT

By Telephone

You can telephone us on:

0203 540 8063

Our Support centre operates Monday to Friday, 9:30am – 12:30pm

We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.

For more information about AviationADR, please view our FAQ page.