TUI fly Deutschland Reviews 1,510

Upon a surprisingly quick connection to the call center, great customer care by a bilingual (German/English) employee taking the time and attention to correct a booking error I made. Professional, forthcoming and reliable!

If I could give zero stars I would!
Poor communication from the onset of our departure from Frankfurt to Heraklion
From sitting to overcrowded herding room with not enough seats for all passengers to a ground technical error that meant a 2.5 hour delay departure time to receiving news that the same technical error had occurred 30 mins in flight!!! Landed in Hannover with absolutely moronic ground staff handing out transit tickets but no communication that those transit tickets are not catering vouchers - landed up having to queue again for catering vouchers only to have one cafe available for over 100-150 people. Honestly you can’t make this story up! We still don’t have a definitive departure time out of Hannover and safety on this aircraft is a huge huge concern right now!

Pathetic communication, pathetic planes. On a flight from Frankfurt a safety issue was brushed off as resolved and then the same issue was reported at cruising altitude resulting in passenger panic. Flight rerouted to Hannover in the opposite direction, plane diving and climbing several times in strange manoeuvres and then handed pittance voucher in Hannover with zero communication. Funniest part of all they forward us communication sent to internal employees. Stay away DO NOT FLY TUI I REPEAT!!

I was charged 25€ for check in at the airport, this was never stated in the dozen of emails i recieved to my ad folder.

My experience with TUI fly Deutschland was incredibly disappointing. Their booking process is confusing and lacks transparency. Key details were missing from my flight booking, causing significant issues with the airline partner and making it impossible to check in online without additional effort.

On top of that, the process to retrieve a PNR for a charter flight is unnecessarily complicated and requires an additional fee. This feels like a hidden charge, and if the PNR isn’t sent in time, customers are left stranded.

What’s worse, they provide countless contact numbers and emails, but no one seems to have the information needed to resolve issues. It’s a frustrating cycle of being passed around without anyone taking responsibility or offering proper support.

This level of disorganization and poor communication is unacceptable for an airline. I would not recommend TUI fly Deutschland to anyone who values a smooth and stress-free travel experience.

The most family UNFRIENDLY airline I know.

My children (7 und 12 years old) had to sit 6 lines infront of me with my 14 months old baby.

Stroller was not allowed to be taken till the gate.
Never again.

Look at their website or speak to them on the phone and will be given the impression that you can bring your pet on a flight for £80, and that the process is simple as long as your pet has all the right paperwork. NOT SO. We were told 4 days before our flight from Cancun to Gatwick that we could not bring you're dog. We had already paid all the vet fees, done the paperwork, had flown from Mexico City to Tulum, and were 4 days away from flying. An absolute mess. The information on the website is at best incomplete and at worst erroneous. Furthermore TUI and the cargo company it is partnered with are clearly not aligned when it comes to know each other's process and rules. Just got off the phone wth them and apparently it's not their fault! HOPELESS.

Staff attentive but not overly friendly; given that the crew already had a 16hrs working day (as told by one of the cabin crew) still OK.

What wasn't OK at all: being ordered to the airport and being told just after checking in and passing the security line that the flight is delayed for 7 hrs!!!

Thank you for having me, my wife and two toddlers waiting in a wee airport at 38 degrees outside while wasting a whole day which we could have spent at the hotel pool instead.

Nobody was present by Tuifly at the airport, the hotline was constantly unavailable, and all we got was a voucher by E-mail of 15 EUR. To be spent at mediocre facilities on location. No word of sorry, no one to talk to - we all have been left to our own, basically. Best even: they served food and drinks on the plane and wanted to charge money after this desaster!!! Not to mention that we received our luggage in FRA in a very bad condition.

This is one of the worst "services" I have ever encountered and will not fly with this fckng airline ever again.

Most terrible company ever. We booked our holidays for Mexico, and they changed the flights several times. We cancelled our flights as we couldn't travel on those dates, and never got our money back. We have spent so many hours calling different phone numbers, nobody ever picks up, nobody replies to emails, it's as if the company didn't exist at all. A complete scam, save yourself the hassle and pay a tiny but more to book with someone serious.

Worst flight ever.
I just landed from a tui flight. My back still hurts even though I never had problems with this. The seats were extremely tight and the worst i ever had and leg space seems to be foreign for this airline.
On board I asked for water which is normally included but they wanted 3€ for a simple cup of water. They don’t know how to treat clients. During the flight no flight information, no screens nothing. I always fly as cheap as possible but I never experienced anything like this. Avoid tui fly.

Its a terrible aeroline i think the personal in the frontdesk work without want satisfy the client needs, at least in cancun is the case the manager in cancun is the worst person they are a cats of the aeroline there are a persons whith tshirt blue they are working there and they dont solve any problem for the People, and tuifly send the emails in germán without any information on how we need present at the flight,now they dont have a telephone number the telephone they give is incorrect nobody answer they dont want any claim for the bad service . And there are not offices in cancun,the worst is that the personal dont Know anything about the flights,i want my refund because the People who works there gave me bad information and i lost the flight and i cant claim with anybody because they dont have a place where can i go to claim the personal with tahirt said me if i Take the test covid i can abord ,i made the test and when i arrived the front desk they told me you cant abord.help somebody. I want a refund or change the destiny .

On the last day of our holiday, we received an e-mail and a text message from Tuifly, simply stating a delay. Your new departure time is: same time, two days later. No info on what to do next. Should we book another flight ourselves? Or book extra nights in a hotel? What to do with our work, etc? As they were not reachable by phone, we drove to the airport. After a long wait, we were driven by bus to a large hotel where we had to stay for 2 days. Made the best out of it (terrible food, but luckily authentic greek tavernas are cheap). It was not a huge problem, however, Tui was not at the hotel, are still not reachable by phone (i waited more than 30 minutes twice, just to get disconnected) and we still havent got our money from the delay back. It is 6 weeks ago now. Dont ever book with them!

Never book with TUI. Whatever you do, do not use them. They will ruin all your travel plans and will not work with you. They even make you pay in cash if your credit card declines once (due to suspected fraud). So be ready to pay thousands in cash and not get what you booked for. Absolutely disgusting.

Something really outrageous happened with our TUI booking. Vorgangsnummer:41106615. We had booked a full package with flight and hotel from Hamburg to Gran canaria with TUI. And 24 hours before our flight we get a call from them saying that the flight is cancelled and they are offering an alternative flight but from Dusseldorf via Barcelona to gran canaria. Which is absolutely crazy..traveling from Hamburg to Dusseldorf by train 4 hours , taking a flight with a 4 hours layover. Reaching our destination at midnight and our hotel nearly at 1-2 am & a similar itinerary on the way back. We have been calling TUI in the last 2 weeks as our travel information was not appearing on the Norwegian air site and they kept reassuring us that everything is ok and the booking is confirmed. After they informed us we called Norwegian air and were shocked to know that the flight is very much as per schedule and the goof up was from TUI. They had overbooked and now offloading people and ruining their holiday. I demand for a compensation for all this hassle and disappointment that my family has to go through, needless to say that last minute summer holidays are awfully expensive. Such an unprofessional service by simply saying a sorry from TUI. First & last time experience..totally disappointment

They connect in summer with direct flights to some nice destinations like Menorca from cities like Stuttgart, Düsseldorf, Frankfurt or Hamburg than otherwise would not exist.

Prices might be sometimes a bit high but one can find also interesting flights .
I was also able to change my return flight for a reasonable fee and without any problem.