TUI CARS Reviews 352

Unfortunately, my experience with TUI Cars after the rental was very disappointing.

Despite having an all-risk insurance with excess reimbursement, the deposit was effectively charged after minor damage.

I provided all required documents immediately and followed up multiple times by email.

Even after several reminders and a formal notice of default, I received no substantive response for weeks.
The lack of communication and follow-up is unacceptable for a company of this size.

Good booking experience, but very poor after-sales and claims handling.

Car booked, incorrect pick up offered, unable to cancel despite terms saying I could, ended up having to carry on with the booking and use expensive taxi journeys to get to and from car pickup. No response from customer services. I booked with TUI given the name and reputation, as part of the TUI group this is by far the worst hire car experience I have had and makes me consider not using TUI again in any capacity.
Booking Reference Number: CY190600210. Despite automated emails stating case being dealt with, still nothing, shocking service, will never use again.

After leaving a review here, a TUI representative got in touch who has been very helpful throughout and helped me close the case. Thank you Dörthe.

Boekingsnummer 55492459.

Trash!!! Got a car with them. The confirmation mail took over 12 hours. After waiting for 14+ hours I got a email saying I successfully canceled the rent. This company is out of touch with reality

Unfortunately a very bad experience. Car not delivered. Challenges to get money back.

I thought I had rented a car from TUI cars.
Paid with creditcard reservation/received confirmation. Tui had even contacted the local carrental about the possible availability of child seats. These turned out not to be there and if I wanted to terminate the rental agreement for this reason, I had to contact TUI.
This was no problem, we decided to bring them ourselves.
However, when I arrived at the location with my reservation.
NO reservation....
I have been trying to get a response from them for the damage suffered for 4 weeks now, but the only thing I get from TUI are standard emails stating that my complaint is being processed......

DO NOT BOOK HERE!!!!!!

Reply from TUI CARS:

Updated 5 days ago
Dear Mr. S.,
Your booking has now been finally and positively processed.
Kind regards, your TUI Cars Team

And that means??
No refunds and no more comments... Welcome to the big figure it out show...
The experience just gets worse and worse

If you have any questions during your rental, don't expect anyone to answer your messages.

Long story short: Worst experience ever! Customer Service is horrible. Trying to get a hold of them for weeks ahead of the vehicle rental failed miserably.

Save yourself the headaches and book somewhere else. Might be fine if you do not expect the need to talk to them.

To me, staff on the phone appeared not properly trained and rude. Tried contacting them via phone and later via email. Didn’t get a response addressing concerns via email or phone in a timely manner, if any at all.

Just a really bad experience related to the customer service causing a lot of unnecessary headaches before and during my trip.

In short awful. The booking was pushed to a vcompany called Fizzlr or something and in turn they pushed it to Sixt. Appalling really.

We booked the car because it represented best value for money. We were only told that we couldn’t pick the car up from the airport once we made the booking - we were told we had to catch a shuttle bus from arricife airport.

Once we arrived at the office to collect our car, we were told that we had booked the wrong car and needed to upgrade to a 4x4 because of the nature of the roads in Lanzarote. I’ve been here many times and know that is untrue, because the roads are very good. It was dishonest.

We were then told that we needed to upgrade our insurance because the insurance we had purchased was inadequate and we needed to pay an additional 37E a day !! I said that we would stick with whatever insurance we had with the car. The guy behind the desk then told us that if we damaged the car in anyway we would need to pay up 1400 Euros.

By this stage, it was 10pm at night, we were completely fed up so we said we wanted our 300 Euros deposit refunded, we would write off the hire charge of £119 and we would go back to the airport. The guy behind the desk said that he wasnt going to give us our deposit back and would not arrange for the shuttle bus to take us back to the airport. We would effectively be stranded miles from playa Blanca and the airport at 10pm with no transport.

In the end we agreed to take the car as it was, with all the risk that comes with it.

Furthermore, it was too dark to inspect the car for scratches and damage. We picked out the ones we could see using the light from my mobile phone. However, we have since spotted other scratches and marks.

Doing business with Sixt feels like doing business with an organised crime gang who are allowed to extort money with threats.

The smoothest car hire experience we have ever had booking through TUI Cars for our car hire in Costa Rica. It was very clear what was included - unlimited km and fully comprehensive insurance. I was sceptical as you always get the car hire company locally trying to force sell insurance and extras, or take very high deposits but they really didn’t. Excellent service.

Worst car hire service ever! I would rate their customers service but they have none. You call no ody picks up. I would never hire here again

I try to reach thé Company tui cars for several weeks to change my reservation but nobody is responding (no email, not on thé phone, chat is not working, ...)
So that you can change your booking until 48u is not true because they just don't respond ... Still hoping for an answer...

DO NOT BOOK WITH THIS COMPANY! They make unauthorized payments from your credit cards even though you do not confirm the booking and ask them to cancel it months before the rent starts! They suddenly stop replying to you when they realize you no longer want to do business with them. They've charged my card for over 500 Euros and now do not respond to any e-mails. Wish I saw these reviews earlier.. I've contacted my bank now due to these scammers, just horrible.

booked car was not available. i had a lot of extra costs and trouble. i guess its fake. bad experience with “customer support”

tried to book a car with them.
after 3 days I contacted them again to get the confirmation and they just sent an email with the title canceled.
they only had their signature in the email body.
the most unprofessional website ever.
disrespectful attitude.
I will avoid them in the future