We travelled with our two children and have been on a number of cruises. This cruise we booked the Grand Suite which was a treat and quite expensive, but we were happy to pay the price for the expected luxury. my main issue is the customer service at TUI as I never really complain and with this cruise I emailed the travel agent whilst on our holiday who placed the complaint for us. For the entire cruise we had to use the public toilets as our suite wouldn't flush, they came everyday to try and fix it. The first three evening we try to eat in firstly the inclusive restaurants but 2 hours waits due to the volume at what they called peak times 7pm - 8pm and when trying to go to the pay for restaurants they were all fully booked up until the 9.30pm - 10.0 pm slots which was late for the kids. I went to customer services on board and was told that " I should have planned my time better as soon as I boarded" which made my blood boils made me write to the travel agent and request for me to see a manager. I hate kicking off but I had, had a enough I had paid many thousands for this holiday and could get to eat. The manager did apologise and said that there had been a change of policy with regards to sitting, it was basically a first come first served and same with the booking the paid restaurants which meant if you didn't know this as we didn't, all the bookings places were taken up for the week by people who knew.

The other issue it would take 20 - 30 minutes to get served at the bars, whatever time of day due to the lack of staff. This upset many customers, again following complaints it was told that it was because of a change over of staff from the different cruises. This was very frustrating for many people. We upgraded to the premium drinks package, which was only £50.00 each, however the ship ran out on the first night of many of the premium drinks so we had to drink the drinks that was included, so that was a bit of waste but not much financially, annoying with everything else we was experiencing.

As I said I have an issue with TUI customer services because the send an auto reply to the complaint email saying they would get back within 28 days, they didn't so I chased it and received a very feeble response which I replied to and never got a further response. Read more