Telling us about an issue
We're really sorry to hear that something hasn't gone right during your holiday.
Your first step
Speak directly with the service provider you're experiencing an issue with. For example, if it's the hotel, speak with hotel staff. If it's the airline, contact them directly. You'll find your airline's details on our airline partner page.
If they can't help
If you're still on your holiday, contact our on-holiday support team by calling +44 20 4578 0912, they're available 24/7.
If you've already returned from holiday, you can chat with our after-travel team via our contact us page.
Important to know
If you don't report your concern to us during your stay, any compensation due may be reduced or may not be payable.
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We always aim to resolve complaints fairly and explain our decisions clearly.
If you're unhappy with our final response, you can ask a third party or Aviation Alternative Dispute Resolution (ADR) service to review your case. ADR services look at complaints independently and help resolve disputes without going to court. They're free or low-cost to use.
You can also get independent advice from organisations like Citizens Advice or speak to another professional adviser if you'd like help understanding your options.
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Don't worry – here's what to do next.
On your way to the hotel
Speak to a TUI staff member (our transfer provider) at the airport. They can help you by getting you on another coach or arranging a taxi to take you directly to your hotel.
On your way home
Contact your hotel reception straight away. They can arrange a taxi to get you to the airport on time.
Get in touch with us
Our On-Holiday Support team is here to help. Call us on +44 20 4578 0912 for 24/7 support while you're away.
You'll need to pay for any transport that's arranged.
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If you didn’t receive the transfer you’d already paid for, we can review a claim for the cost of the taxi you arranged instead.
What we need from you:
Your booking confirmation showing which transfers were included in your package
Receipts for the taxi you paid for
Next steps
If you're still on holiday: call our on-holiday support team on +44 20 4578 0912.
If you've already returned from holiday: Email us with the documents attached to myfeedbackuk@sundeals.com
We'll get your claim sorted as quickly as possible.
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If you have any questions or if something isn’t quite right during your stay, the hotel team is usually best placed to help you straight away.
Please speak directly to hotel reception or guest relations as soon as an issue comes up, as they may be able to help resolve things for you on the spot.
If the hotel is unable to help or you’re not satisfied with the response, you can contact our on-holiday support team on +44 20 4578 0912. They're available 24/7.
Important: Please let us know about any concerns while you're still at the hotel. This helps us resolve issues quickly and means we can support any compensation claims properly if they're needed.
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Hotels may occasionally open late or close earlier than planned during a season. We’re usually informed in advance and will arrange another hotel for you before you travel.
But in the unlikely event that we weren't informed and you arrive to find it closed, don't worry – we'll sort it out.
If you arrive at your hotel and it's closed
Call our on-holiday support team on +44 20 4578 0912. They're available 24/7.
We'll arrange another hotel for you as quickly as possible.
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No, we don’t have reps based in destination.
But, we’re here 24/7 while you're away to help with any questions, queries, or emergencies – just call us on +44 20 4578 0912.
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