TUI has contacted passengers via email informing them of an 'important change' to their already-booked holidays. Holidaymakers have reacted furiously after the amendment was made to in-flight services — with alcoholic beverages being removed from the offering.
What Has Changed?
Through posts shared on Facebook pages belonging to holiday travel companies, it came to light that TUI is implementing the change from 1st November. Those travelling long-haul with the operator have been informed that complimentary drinks will no longer be served in economy class.
Instead, passengers will receive one complimentary beer or wine alongside their main meal. All additional drinks must now be purchased — however, those flying in Premium will continue to enjoy complimentary alcoholic beverages as part of their package.
Compensation for Existing Bookings
Those with existing bookings are being offered a modest compensation payment: "If you've already booked and paid for a long-haul holiday departing after 1st November, TUI has announced a £12.50 per person, each-way goodwill refund for affected customers."
Many passengers have received an email with the subject line in capitals reading 'IMPORTANT NEWS REGARDING A CHANGE TO YOUR HOLIDAY'. The travel firm acknowledged: "Everyone will have their own opinion, but for some travellers this could take away a little of that 'holiday starts on the plane' feeling."
Passenger Reactions
TUI customer Sharon commented: "It would be interesting to see if this is reflected in the price." Another user replied: "Sadly I think we know the answer to that!" Jamie believed it was sensible: "Probably a good thing with the number of alcohol related incidents onboard these long-haul holiday flights." However, Nigel was planning to switch carriers: "Plenty saying book with another airline, good luck with that, particularly if you do not have easy access to London airports."
One user said: "That is a tiny amount of refund." Some passengers haven't had positive experiences. Charlotte said: "Last time we did long haul paid premium it wasn't loads of drinks it was moderated and disappointing for the amount of money we spent and rudeness of staff."
A user added: "It would make me consider another airline first. But I've had issues with TUI when we were supposed to go to Jamaica last year so already not in my good books. If the £12.50 was ongoing, that's actually reasonable, but to have to pay for drinks moving forward sucks a bit."
Graeme added: "This is a total joke." Olive said: "TUI can ram that nonsense. The whole idea of long haul is getting smashed." June added: "The drinks were never 'free'...they were complimentary. There's a difference. The complimentary drinks were meant to be limited, but people just take the proverbial' **** Not surprised it's been pulled."
TUI's Response
TUI responded to one user: "Thank you for your comment. We're sorry to hear of your disappointment with the changes to our long-haul service. This change helps us focus on the things that matter most, like keeping fares competitive, maintaining great value overall, and giving customers more flexibility in how they spend onboard. Soft drinks will remain free, customers will still get a complimentary beer or wine with their main meal, and there'll be a wider range of alcoholic drinks available to buy, so people can choose exactly what they want during their flight. Thanks!"
Previous Punctuality Issues
Last month, it was revealed that TUI Airways featured amongst the poorest airlines for UK flight punctuality, with one particular route experiencing an average delay exceeding three-quarters of an hour. The leisure carrier's departures from UK airports ran an average of 20 minutes and 24 seconds late in 2025, based on examination of Civil Aviation Authority (CAA) figures. Its least punctual route with a minimum of 100 flights was from Birmingham to the Greek island of Zante, which recorded an average delay of 46 minutes.
Rory Boland, editor of consumer magazine Which? Travel, described it as "unacceptable" that airline passengers "continue to face unreliable service" amid fare rises. He went on: "Airlines must do more to support travellers during delays, including clearly communicating their rights and eligibility for compensation. It's worth putting in a claim with your airline if you think it's responsible – and escalating the complaint if it refuses to pay."
TUI Airways is owned by TUI Group, which also operates the UK's second-largest package holiday company. A large proportion of its holiday customers travel with the airline, which operates out of more than 20 UK airports.
The punctuality study took into consideration all scheduled and chartered departures from UK airports by the 34 airlines that operated more than 2,500 such flights last year. Cancelled flights were excluded from the data.
Aage Dunhaupt, TUI Group's director of communications, said: "We fully understand that for holidaymakers, every minute counts. Minimising delays remains a top priority, and our teams work continuously to improve operational performance across our network." Mr Dunhaupt stated that the airline makes "a conscious choice" to operate flights "wherever possible, even if they are delayed, rather than cancelling them", as this ensures passengers reach their destination "rather than facing the risk of extended disruption". He went on to say: "If we were to follow broader industry practices of cancelling flights more readily, our punctuality ranking would improve significantly. However, this would come at the expense of our customers."
