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Our quality department only handles completed trips. In case of any complaint before departure, please contact our customer service. If you have an ongoing trip, you should contact our guides immediately as most of all problems that are reported can be solved directly on site.

Keep in mind that:

• In order for a compensation to be relevant afterwards, it is a prerequisite that you have contacted TUI staff during your trip (via our digital channels TUI APP or phone if staff are not available on site) regarding the problem. If we are not given the opportunity to remedy any problem, you are not entitled to any compensation under the terms of travel and industry practice.
• Your complaint must be received by us no later than two months after your return. If you have already received compensation at the destination, we normally do not provide any further compensation after returning home. The staff at the destination is well-trained in the different levels of compensation as well as industry practices.
• All our complaints are handled by Scandinavian employees, which means that your complaint can be answered in Swedish, Norwegian or Danish.
• Our quality department will review your case and get back to you. Our processing time is currently up to 8 weeks.
• If you have questions about a complaint that has already been made, you can contact us on telephone number 0771-84 01 00 and select option 3 in the menu selection. We are open on Monday at 13:30-15:30 and Wednesday and Friday at 10:00-12:00. If you have not registered a case, we ask you to do so via the link below. Please note that the calls can be answered by either Swedish or Danish agents.

To complaints

Important information

If your complaint is compensatory, we always compensate in accordance with the guidelines that we have been able to deduce from the decisions that are continuously made by the National Board for Consumer Disputes.

You can read more about our general terms and conditions of travel.

TUI Sverige AB
Att: Reklamation
117 85 Stockholm