TUI Holiday Store

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Reviews

1. Charlie Dell ★☆☆☆☆

   As a wheelchair user I would like to make other disabled travellers aware of the absolutely egregious way that my family and I have been treated TWICE by holiday company TUI. On booking we were assured we would get welfare seating at the front of the aircraft, as I am a wheelchair user and explained clearly that I can only get to the first couple of rows after my wheelchair is confiscated at the door of the plane. This was a condition of booking for me and a point on which I sought repeated reassurance from the travel agent. However the flights were chartered out by TUI to British Airways, and when I tried to contact British Airways they would say nothing to do with us, phone TUI. Top and bottom of it when we got to the airport they had no record of my accessibility needs and expected me to crawl on the floor of the aircraft to row 22! This has happened two years running with TUI, and I know shame on me for booking again with them, but the first year it wasn't so bad as there just happened to be accessible seats available that they allocated to us on checking in, but this year the plane was full. It was the same on the flight coming home despite raising a complaint - this time the cabin crew split our family and seated myself and my daughter in row 2, followed by an embarrassing scene when the people booked into that row started arguing about being asked to move. Furthermore we learned that all the non-disabled passengers had been sent a link 45 days before the flight with the opportunity to reserve seats for a fee, which I as a disabled traveller had not - this is in fact illegal under the Equalities Act, which prohibits the provision of a less good service to individuals with disabilities. I had repeatedly said to the travel agent that I didn't mind paying to reserve an accessible seat, I just needed to have one, yet they continued to promise me free welfare seating until a short time before the flight when the language around this started to change. Additionally the welfare taxi we were sent by TUI on the way to the hotel was not suitable to carry a wheelchair, it was just an ordinary car, and the one back to the airport was filthy, unroadworthy and driven extremely unsafely at high speed, despite my repeated pleas to slow down. This company promise disabled travellers that their accessibility needs will be met and they will provide you with a comfortable and dignified journey, yet once you have paid they absolve themselves of any responsibility, hide behind small print saying you were never guaranteed welfare seats, passing the buck to the airline and treating people like low value luggage. I would urge anyone using a wheelchair or with accessibility needs not to book with TUI.

   1 month ago
2. Aidan Pattie ★★★★★

   Amazing service year in year out using Tui Cameron Toll in Edinburgh. We have always dealt with Pamela, an excellent service, Pamela has always found our ideal destination with no issues what so ever, highly recommend!

   almost 2 months ago
3. Douglas Baxter ★★★★★

   Excellent service from Pamela - super helpful in finding us our ideal holiday destination and getting the most from our budget. Travelling with an infant and all requirements met. 10/10 would recommend!

   almost 2 months ago

1. Colin Adams ★★★★★

   We had first class service from Pam at the Cameron Toll shop who made booking our cruise so easy. Pam was so helpful talking us through everything. We have booked both package holidays and cruises at the store on many occasions.

   almost 4 months ago
2. Chloe Tervit ★★★★★

   Owen was super friendly and helpful and very efficient at setting up our holiday. This was a large group booking so quite complicated and he dealt with it all with apparent ease and got us a good deal. Thanks Owen!

   almost 2 years ago
3. Margaret Galloway ★★★★★

   Booked a holiday with Owen today. What a charming young man. He was quick efficient and a pleasure to meet. Owen is a credit to your company and I hope he remains in your Cameron Toll branch for many years to come as We will be back to book more holidays . Very enjoyable experience. Margaret and Mike Galloway.

   almost 2 years ago

1. darbie doo ★★★★★

   Called and spoke to Owen today at Cameron toll branch, who was extremely pleasant friendly and very helpful and managed to sort my holiday with no fuss. Was a joy to do business with them and would not hesitate in using TUI again for future holidays

   almost 2 years ago
2. Ellie Rodgerson ★★★★★

   Owen was very helpful today, he has shown a great passion for the job he is in, I loved the extra personal touch he gave to making my holiday amazing I will definitely be back to book for next year!

   almost 3 years ago
3. Nikki ★★★★★

   Booked a holiday with Owen who was excellent. We are very fussy but he made sure he knew exactly what we wanted and he got it for us. Such a professional and friendly manner. Will definitely book our next holiday with him.

   almost 3 years ago

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