We use cookies to allow us and selected partners to improve your experience and our advertising. By continuing to browse you consent to our use of cookies. You can understand more and change your cookies preferences here.

Cars & travel.

When you click on a retailer link on our site, we may earn affiliate commission to help fund our not-for-profit mission.Find out more.

Updated: 23 Nov 2021


Package holiday company 76% City break provider 70% Escorted tour provider 66% Villa holiday provider 77%
Which? Team

Who is Tui?

Household name Tui is the UK’s biggest travel company, probably best known for its beach and poolside packages. It does, however, also arrange city breaks, escorted tours and villa holidays. With more than 80 destinations in 30 countries worldwide, travellers can book a trip online, call the contact centre or pop into one of Tui’s high street stores.

Which? verdict

Despite a decent customer score, this megabrand still sits in the middle of our results table and fails to measure up against many of its rivals.

Tui refund and cancellation policy rated

With various ways your holiday can be disrupted or cancelled, from new quarantine requirements to a future lockdown, it’s crucial you book with a provider that has an excellent flexible booking policy. Which? analysis of over 80 companies found Tui has one of the best.

You’ll get your money back if your holiday destination is put on the red list and can rebook fee-free if NHS test and trace asks you to self-isolate. For new summer bookings, Tui allows free changes for any reason up to 21 days before departure.

Tui customer ratings

Avg price per day: short haul/long haul
AccommodationCustomer serviceDescription matching realityHoliday repOrganisation of holidayValue for moneyCustomer score
Package holiday provider


City break provider


Escorted tour provider


Villa holiday provider

If you want to see how Tui measures up to its rivals, read our best and worst package holiday provider, city break provider, escorted tour provider and villa holiday provider pages.

What’s Tui like?

For a company that’s been around almost 100 years, you’d think Tui would have perfected its holidays by now. However, in our survey of package holiday companies, it fell miles short of Jet2Holidays which offers similar trips for budget-conscious travellers. 

Customers made positive comments about the accommodation provided – one described it as ‘outstanding’ – and when it comes to the holiday description matching the reality, happy holidaymakers rated Tui five stars out of five. However, while satisfied with the package, some customers were far from overwhelmed. ‘They did the job, but no frills’ was one response, with another customer saying, ‘For once everything was as described and everything ran to schedule. However, this has not always been our experience with Tui.’ 

This veteran holiday company also appeared in our surveys for villa holidays and escorted tour providers, but it didn’t seem to impress customers and scored three stars out of a possible five in most categories. Out of 18 escorted tour providers, Tui has the worst overall customer score. 

As for city breaks, Tui ended up one from bottom of our results table – with a customer score only better than Lastminute.com – despite customers rating its accommodation, customer service and organisation of the holiday an impressive four stars out of five. Its value for money rating let Tui down. Not surprising, considering out of the nine companies that appear in our city breaks results table, Tui is the second-most expensive. 

Should I book with Tui?

While not the worst package holiday company, Tui is certainly far from the best. It no longer offers competitive prices for long-haul breaks and, while reliable for fly-and-flop holidays, again there are cheaper alternatives – and better companies that will refund you if a crisis hits. Instead, it’s worth considering Hays Travel and Jet2Holidays for beach getaways, and for city breaks, try British Airways Holidays.