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How do I file a complaint against the TUI staff and travel agent?
How do I file a complaint against the TUI staff and travel agent?
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Answers • 38
rudeness, deceit are unprecedented, extortion, creating problems at every step of the campaign are the standard of staff behavior. Moreover, it is felt that the management is trying to deal with this - daily questionnaires about the work of personnel are in the canteen - there is order in principle. But the reception is impudent scumbags, the general psychology is this - each of them is a pharaoh, while they seem to understand that they live off tourism, but they despise tourists, they just hate it, it comes through in every their phrase as soon as you make a minimal remark or a fair demand. Deceive, ignore, confuse - the standard here. A separate conversation about the TUI travel agent Ali KOBT, as he introduced himself, completely misinformed about the time for a trip to PETRA, mixed up the lists, lost his passports, left the connection, did not apologize at the end, extorted money in the course of the already completed payment, etc .. ..I wrote a written complaint through Olga in the lobby, I'm waiting for an answer ... This is the first time this has happened to me, along the way I learned about others
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answered 5 years ago
Write a review in the appropriate section. Plus in the company itself in the book of complaints.
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answered 5 years ago
this is the question, how to find the relevant section and the book of complaints, the TUI travel agency has several sites, Ukrainian, Russian, but how to understand which branch my travel agent ALI belongs to?
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answered 5 years ago
I meant the corresponding section on TurPravda. And the book of complaints is not electronic, but paper directly at the place of work of this lady.
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answered 5 years ago
atb111atb , file a complaint through your travel agent from whom you bought the tour at home. In my experience, this is the most effective way to get through to the tour operator. Describe the situation to him and let him notify the tour operator about it.
As for the receptionists, here I don’t know who to complain to, except perhaps the owner of the hotel, who hired them and pays a salary.
As for the receptionists, here I don’t know who to complain to, except perhaps the owner of the hotel, who hired them and pays a salary.
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answered 5 years ago
atb111atb, but what about the dining room and reception to Tui? Who is Olga? hospitality or hotel representative? Decide to whom you have a claim, to the guides, to the hotel or to the TA or TO?
Ali is your travel agent who sold the tour or hotel guide from TO?
Ali is your travel agent who sold the tour or hotel guide from TO?
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answered 5 years ago
Post objective reviews on all reputable travel sites, including Turpravda, that you know (in the appropriate sections).
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answered 5 years ago
Yes, the rest of the person did not work out. It happens that upon arrival the room didn’t suit something, I went to ask for a replacement at the reception. They kicked off "until tomorrow". The vacationer begins aggression, turns to the guide from TO. The guide's task is to sell excursions, and not to harness for the tourist. A tourist buys excursions, but his problems are not solved. The intensity of aggression is growing, the guide received the money and he is no longer interested in anything at all. A dissatisfied vacationer does not rest, but rushes about among the hotel staff, demanding to solve the problem. Employees cannot or do not want to solve the problem and start to get nervous, therefore "the reception is impudent scumbags", "tourists are despised, simply hated, it comes through in every phrase as soon as you make a minimal remark or a fair demand." I personally hate guides from Russian (Ukrainian, Belarusian) TO - I hate and never contact them. I never buy tours from them. They will never intercede for "their tourist". Complain about the hotel TO and apply video-audio
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answered 5 years ago
As the classics say, it is necessary to separate the flies from the cutlets. The hotel is one claim, the TUI hotel guide is another claim (ie the "human factor"), the work of TO TUI (in general) is the third.
The most correct way is to write an official complaint (with registration of the entry number with the date, etc. with a copy against signature) to the travel agent.
I think that this idea with a complaint is empty fuss, a continuation of my hassle. Spit...
The most correct way is to write an official complaint (with registration of the entry number with the date, etc. with a copy against signature) to the travel agent.
I think that this idea with a complaint is empty fuss, a continuation of my hassle. Spit...
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answered 5 years ago
yes, you are right, I have separate claims to the tour operator, or rather, to his agent,
and separate claims to the hotel staff,
but wrote together, because the question was at the junction of their interaction.
the travel agent "lost" my passports, leaving them at the reception in a package indicating the last name,
the reception claimed that there were no passports under my room number, I approached 3 times and left with nothing, until it turned into a verbal altercation, and until I made me check just the only package with passports, and it turned out to be my passports, all that it was necessary just to look and check the package, especially since it was the only one in the table shelf! all this happened at 2 am, when it was necessary to go on an excursion to Petra, instead of an apology, aggression from the reception followed ....
further, another travel agent sent us on a tour, who did not have us on the list, because the first one simply mixed up the lists and did not include us in the list, while he himself disappeared from communication, then ... a whole story, half of us did not go, half
and separate claims to the hotel staff,
but wrote together, because the question was at the junction of their interaction.
the travel agent "lost" my passports, leaving them at the reception in a package indicating the last name,
the reception claimed that there were no passports under my room number, I approached 3 times and left with nothing, until it turned into a verbal altercation, and until I made me check just the only package with passports, and it turned out to be my passports, all that it was necessary just to look and check the package, especially since it was the only one in the table shelf! all this happened at 2 am, when it was necessary to go on an excursion to Petra, instead of an apology, aggression from the reception followed ....
further, another travel agent sent us on a tour, who did not have us on the list, because the first one simply mixed up the lists and did not include us in the list, while he himself disappeared from communication, then ... a whole story, half of us did not go, half
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answered 5 years ago
And what about the travel agent? He is just an intermediary between the tourist-buyer and the tour operator-seller. TO forms a package, TO hires guides to present "their face" at the hotel. The complaint must be written to the representative office of the TUI. Plus, leave a review on all resources, as advised above.
You can't care. Therefore, such "ali" is full in hotels. (I understand that Ali is still a guide representing TUI at the hotel). These guys have impudence sometimes rolls over from a sense of impunity. If people complained more often, at least tried to put them in their place, these "alis" would certainly behave much more correctly.
You can't care. Therefore, such "ali" is full in hotels. (I understand that Ali is still a guide representing TUI at the hotel). These guys have impudence sometimes rolls over from a sense of impunity. If people complained more often, at least tried to put them in their place, these "alis" would certainly behave much more correctly.
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answered 5 years ago
half went, and at each border we were kept apart until cleared up.
further, the trip to Petra in 1 way was 9 hours instead of 3 hours as promised,
under such conditions, we would not go, it was a lie on the part of the travel agent in order to profit from the $ 280 paid for each
in addition, before the trip itself, the travel agent extorted another $ 270, since the conditions at the parent company allegedly changed, a lie that was later exposed by the threat to refuse the tour altogether and demand a refund, for some reason after that everything was magically resolved.
upon arrival, during the analysis, the perpetrators tried in every possible way to smooth the situation by palming off some people who were allegedly authorized to decide something ...
I turned to Olya, guest relations person, and she accepted a written complaint from me about the actions of the reception, recognizing that there is their 100% fault with not issuing passports, indifference and negligence
further, the trip to Petra in 1 way was 9 hours instead of 3 hours as promised,
under such conditions, we would not go, it was a lie on the part of the travel agent in order to profit from the $ 280 paid for each
in addition, before the trip itself, the travel agent extorted another $ 270, since the conditions at the parent company allegedly changed, a lie that was later exposed by the threat to refuse the tour altogether and demand a refund, for some reason after that everything was magically resolved.
upon arrival, during the analysis, the perpetrators tried in every possible way to smooth the situation by palming off some people who were allegedly authorized to decide something ...
I turned to Olya, guest relations person, and she accepted a written complaint from me about the actions of the reception, recognizing that there is their 100% fault with not issuing passports, indifference and negligence
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answered 5 years ago
And what about the travel agent? He is just an intermediary between the tourist-buyer and the tour operator-seller. TO forms a package, TO hires guides to present "their face" at the hotel.
I don’t have to deal with this, they are all on the other side for me, I am on mine, why do I need their jungle of structure
there is Ali in the form of TUI, he is an official representative, he received the money, then I should not care who is who, this is their internal responsibility
therefore, I decided to somehow fix it, to reach out to the TUI leadership, or rather to inform about their arrogant dishonorable representatives, especially since this Ali is confident in his impunity.
During the trip, I learned about the same affected family ...
I don’t have to deal with this, they are all on the other side for me, I am on mine, why do I need their jungle of structure
there is Ali in the form of TUI, he is an official representative, he received the money, then I should not care who is who, this is their internal responsibility
therefore, I decided to somehow fix it, to reach out to the TUI leadership, or rather to inform about their arrogant dishonorable representatives, especially since this Ali is confident in his impunity.
During the trip, I learned about the same affected family ...
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answered 5 years ago
I must say, there was a reaction from the side of the hotel, as an apology they brought artfully sliced u200bu200bfruits and cakes, this was the first time in a week ...
about myself, I travel about 30 times with my family, now with my grandchildren on vacation in different countries, and in such a situation for the first time, and I am writing a complaint for the first time, I still considered myself very unassuming, but Egypt, its people ... I don’t like eventually
and I will try to get this Ali, there is also an accomplice of the same in a pair of Ibrahim, both representatives of TUI
about myself, I travel about 30 times with my family, now with my grandchildren on vacation in different countries, and in such a situation for the first time, and I am writing a complaint for the first time, I still considered myself very unassuming, but Egypt, its people ... I don’t like eventually
and I will try to get this Ali, there is also an accomplice of the same in a pair of Ibrahim, both representatives of TUI
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answered 5 years ago
Unfortunately, the story continued, today the 2nd trip from TUI to Cairo to the pyramids of Giza was disrupted. At the airport, it already turned out that 6 seats were booked for our 8 paid places, everyone had to not go. It was not possible to settle the situation in the port, as there were no more places for the plane. In addition, we now do not have time for the pyramids at all, late, for the sake of which we actually flew in. The head of the local TUI, Ibrahim, promised to return just the money, we'll see. This Ibrahim swore the other day that the tickets were purchased, thus it is impossible to refuse, because after 1 puncture with Petra, we wanted to break off any relationship with the local TUI.
Cattle....
Cattle....
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answered 5 years ago
atb111atb, offensive story. They should refund the money in full if the service was not rendered. Travel time hotel guides ALWAYS embellish, but since you travel so often, already an experienced comrade, check the travel time elementarily on the navigator, do not let us hang noodles on our ears.
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answered 5 years ago
I instructed the children, I wanted to give them independence, but perhaps everything would have happened to me, because at first, before receiving money, these people simply poured honey from their mouths.
by the way, he didn’t indicate a detail yet, they had to put a registration in their passports, in fact, they were taken for this, they didn’t, today it turned out in the port, and I had to solve the problem of exceeding the 7-day presence in Egypt
by the way, he didn’t indicate a detail yet, they had to put a registration in their passports, in fact, they were taken for this, they didn’t, today it turned out in the port, and I had to solve the problem of exceeding the 7-day presence in Egypt
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answered 5 years ago
atb111atb, I also got into a situation where the hotel guide worked wonders, although compared to your comrades, that girl was just an angel. in principle, I had no intention of writing a TO complaint against her. but, upon arrival home, I told my TA about what had happened (she always calls and asks how they went and is interested in the details). TA said that this should not be ignored and it is necessary to inform the TO. I described the situation on Turpravda, TA notified the TO about this and the unlucky guide was fired.
it is understandable that you are very upset about ruining your vacation and angry at the entire travel industry. but, acting through TA is the most effective way (unless, of course, TA is normal). things like this need to be punished. especially because of the actions of the hotel guide, TUI suffered losses, since his incompetence led to the disruption of excursions and the need to return the money. TUI will also be interested in the dismissal of such an employee.
it is understandable that you are very upset about ruining your vacation and angry at the entire travel industry. but, acting through TA is the most effective way (unless, of course, TA is normal). things like this need to be punished. especially because of the actions of the hotel guide, TUI suffered losses, since his incompetence led to the disruption of excursions and the need to return the money. TUI will also be interested in the dismissal of such an employee.
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answered 5 years ago
we ourselves don’t understand in Google in which cases for citizens of Kazakhstan it is necessary to put a police stamp, sometimes for $ 15, sometimes for free, we can’t understand, the travel agency claims that through them it’s free, some sort of divorce, but without a stamp in the port they said a problem. .
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answered 5 years ago
The main thing is not to throw away receipts for canceled excursions. They will be strong evidence. Take pictures and send copies of them along with a description of the situation.
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answered 5 years ago
you lumped it all together....
“I don’t have to deal with this, they are all on the other side for me, I’m on my own, why do I need their jungle of structure,” they just need to understand who to complain to.
you have been told many times that
the travel agent has no direct relation to the tour operator, this is the person (company) who sold you the package tour.
the tour operator is the company that "makes" (provides) this package (hotel, transfer, flight)
if you bought excursions from a hotel guide from your TO, then all your claims to TO.
and everyone said correctly above, if your TA is conscientious, he is on your side, and not on the side of TO.
“I don’t have to deal with this, they are all on the other side for me, I’m on my own, why do I need their jungle of structure,” they just need to understand who to complain to.
you have been told many times that
the travel agent has no direct relation to the tour operator, this is the person (company) who sold you the package tour.
the tour operator is the company that "makes" (provides) this package (hotel, transfer, flight)
if you bought excursions from a hotel guide from your TO, then all your claims to TO.
and everyone said correctly above, if your TA is conscientious, he is on your side, and not on the side of TO.
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answered 5 years ago
atb111atb, I'm sorry, but are you definitely an experienced tourist?))) With stamps in your passport - this is nonsense of a gray-haired guide))).
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answered 5 years ago
we received these stamps today, I'll show you a photo, this blue triangle from the bottom
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answered 5 years ago
Would like to know what is written there. I personally would not give my passport for incomprehensible stamps. I have already been slapped with one souvenir without my knowledge, so now every time at the border there is a risk that the border guard will find fault and invalidate the passport (.
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answered 5 years ago
well, don’t give it back, but I gave it at the request of the police and the conditions of the entry visa)))
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answered 5 years ago
atb111atb
"And what does a travel agent have to do with it? He is just an intermediary between a tourist-buyer and a tour operator-seller ..."
I didn't write to you, but lazy_person. But while I was scribbling, you managed to wedge between our posts and took the answer personally.))
"And what does a travel agent have to do with it? He is just an intermediary between a tourist-buyer and a tour operator-seller ..."
I didn't write to you, but lazy_person. But while I was scribbling, you managed to wedge between our posts and took the answer personally.))
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answered 5 years ago
Your situation once again confirmed that;
a) you should not trust hotel guides, because there are street TAs, they are no worse, but cheaper (this applies not only to Egypt)
b) such miracle guides-agents must be put in their place by any possible means (write complaints and claims; reviews with attached photos of scammers, etc.).
In short, do not wait until the emotions come to "no", complain!!!
a) you should not trust hotel guides, because there are street TAs, they are no worse, but cheaper (this applies not only to Egypt)
b) such miracle guides-agents must be put in their place by any possible means (write complaints and claims; reviews with attached photos of scammers, etc.).
In short, do not wait until the emotions come to "no", complain!!!
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answered 5 years ago
Olgaolga153, but what about registration? Maybe this is some kind of trick for Ukrainians?
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answered 5 years ago
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