Thomson Airways has re-branded to 'TUI Airways'

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5.9/10

Resolver Score

Our users say it's really easy to get things sorted with this company.

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What is this?

Resolver Score is our way of telling you how easy it is to resolve an issue with a company.

What does a high score mean?

  • the company replies to our users promptly
  • our users are happy with the outcomes of their cases
  • our users would happily recommend the company to a friend

What is Resolver Score?

Resolver is working with TUI Airways to help resolve customer issues.
We are an entirely independent issue-resolution tool that enables the raising and handling of consumer issues, making complaining simpler for everyone.
TUI Airways provides:

How does Resolver work?

Free forever

Resolver is free. No adverts, no hidden costs. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

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There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

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You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

Here's what some of our 3,442,277 users had to say

Thank you, I really do appreciate the service. I'm not much of a complainer to be honest so when first choice completely ignored my complaint, I had no idea what to do. I was grateful to find your service.
Emma Seaton via email
Dear Resolver, I would just like to thank you for your help in resolving my case with Thomson. They have sent me a cheque to settle the claim. Thank-you once again
M Howe via email
I would like to thank you for your help in my flight delay compensation received from Thomson Airways.We would never have done it without you people.
Mr&Mrs P.Curtis via email
I used the Resolver website to claim for delays on my holiday. Resolver asks a few questions ( easy) and if you have any receipts or paperwork you can photograph it and upload it. Simple. Four weeks later and I got a cheque from Thomson for £688.00. I was delighted and so glad I used Resolver. Thank you Resolver. I am truly amazed.
Pauline O'Donnell via facebook
Resolver is a completely free. I have just used them on a Flight Refund, they take your case and turn it into a claim with all the legal areas attached. I wrote on 14th Feb and 29th March I have received my payment. They answer all concerns, for me a 77 year old it made life easy. Thank you Resolver.
Ron B via facebook
I received over £600.00 compensation for a flight delay using Resolver. So easy to use and helps you to chase progress of your claim. Can not recommend it highly enough!
Margi M via facebook
Cannot praise resolver enough, so easy to use and gets results
Roger S via facebook
Resolver, absolutely brilliant and all free.. highly recommend.
Robert A via facebook
Resolver, absolutely brilliant and all free.. highly recommend.
Robert A via facebook

TUI Airways provides

Using Resolver, you can submit an issue about 33 services offered by TUI Airways. Your case will be sent to the correct person or team at TUI Airways and escalated at the correct times, to the correct person, if required.

TUI Airways Flights - departure Great Britain

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Spain

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Greece

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure non-EU

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Cyprus

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Croatia

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Bulgaria

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Italy

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Portugal

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Malta

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Belgium

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure/arrival Northern Ireland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all two levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the The Consumer Council for Northern Ireland.

Start your complaint

TUI Airways Flights - departure Austria

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Finland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure France

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Germany

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Czech Republic

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Iceland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Ireland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Latvia

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Norway

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Estonia

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Hungary

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Slovakia

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Switzerland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Denmark

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure The Netherlands

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Slovenia

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Lithuania

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the Aviation ADR.

Start your complaint

TUI Airways Flights - departure Luxembourg

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Poland

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Romania

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

TUI Airways Flights - departure Sweden

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of TUI Airways complaints. If your complaint is not resolved by TUI Airways, you can then package it up and send it to the CEDR.

Start your complaint

Want to start a complaint about TUI Airways?

Raise it for free via Resolver

Helping you with TUI Airways

Who can I complain to if TUI can't resolve my complaint? 

You can send your case to the relevant aviation authority. This will sometimes depend on the departure country you experienced the issue in. The UK aviation authority for Thomson is the CEDR.

When can I escalate to the aviation authority?

You will need to raise your complaint with the airline first, and then after 8 weeks if you haven't been able to reach a resolution you can escalate via your case file to the relevant authority. Our process works this out for you depending on which departure country you select. 

It’s been a long time since I raised my case with TUI and I’ve heard nothing, should I be worried? 

Due to high volumes of complaints, airlines can take some time to process contact. TUI ask for 56 working day to process your contact, this feels like a long time but they will get round to your complaint.  

If you would like an update on the status of your claim you can call them on: 02034512699.

CEDR have said I have to submit information to them outside of my case file, is this right?

This is absolutely fine. CEDR are an independent organisation and have their own submission process. You can upload your Resolver case file at the end of their application process. 

How much does it cost to complain?

Nothing via Resolver. You will be asked to provide authorisation for a payment of £25 at time of application but if your claim is successful the adjudication is free and you will receive 100% of the compensation directed by the adjudicator. The only other cost to you is in preparing and submitting your application, for example, photocopying and postage.

All claims with an element that relates to disability rights will be exempt from the £25 charge if the claim is not successful.

 

Contact details

To view the TUI Airways contact details press the button below

View TUI Airways complaints contact details

About

TUI is an airline that offers scheduled charter flights for package holidays. It has existed since 2008, when TUI and First Choice Holidays merged, as did their respective airlines, Thomsonfly and First Choice Airways. In 2012, TUI carried 10.7 million passengers, making it the third-largest British airline by passenger numbers, after Easyjet and British Airways.

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Working with

With Resolver you can send your case to key ombudsmen and regulators including:

Furniture ombudsman Ombudsman services Financial ombudsman service C e d r Gambling commission Consumer dispute resolution Transport focus logo

Resolver is a member of

Advice u k Justice C t s i Ombudsman association Trading standard approved