TUI has emailed passengers informing them of an 'important change' to holidays already booked, sparking anger among travellers. From November 1, complimentary alcoholic drinks will no longer be served in economy class on long-haul flights. Instead, passengers will receive one complimentary beer or wine with the main meal, while all other alcoholic drinks must be purchased. Premium passengers will continue to receive complimentary alcoholic drinks.
Goodwill refund for affected passengers
For those who have already booked and paid for a long-haul holiday departing after November 1, TUI is offering a £12.50 per person, each-way goodwill refund. Affected customers have received an email with the subject line in caps: 'IMPORTANT NEWS REGARDING A CHANGE TO YOUR HOLIDAY'. The travel operator stated: “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
Reactions on social media have been mixed. TUI traveller 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 viewed the change positively: “Probably a good thing with the number of alcohol related incidents onboard these long-haul holiday flights.” However, Nigel was taking his business elsewhere: “Plenty saying book with another airline, good luck with that, particularly if you do not have easy access to London airports.” One user described the refund as “a tiny amount.” Charlotte shared a negative experience: “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.” Another 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.”
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!”
Punctuality concerns
Last month, it emerged that TUI Airways was ranked among the worst airlines for UK flight punctuality, with one route having an average delay of more than three-quarters of an hour. According to analysis of Civil Aviation Authority (CAA) data, the leisure carrier’s departures from UK airports were an average of 20 minutes and 24 seconds behind schedule in 2025. The least punctual route with at least 100 flights was from Birmingham to the Greek island of Zante, which had an average delay of 46 minutes. Rory Boland, editor of consumer magazine Which? Travel, said it was “unacceptable” that airline passengers “continue to face unreliable service” amid fare rises. He added: “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's defense
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.” He explained 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 added: “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.”
