Tui turns customers’ dream Maldives holiday into nightmare by cancelling flights then demanding £1,000 extra

Their excitement was palpable upon discovering they could afford an over-water bungalow complete with a private pool.

The total price came to £4,824 after various reductions and a £100 Tui voucher were applied, prompting them to pay a £300 deposit to secure the deal.

What seemed like a dream holiday booking would soon turn into a frustrating ordeal.

On January 8, the couple's anticipation turned to dismay when an email arrived from Tui informing them that their flights had been cancelled.

The message presented them with just two alternatives: select an entirely different holiday package or accept a complete refund of their money.

"On January 8 we received an email informing us our flights had been cancelled and advising us either to choose a different holiday or cancel for a full refund," the holidaymaker told The Times.

Neither option proved satisfactory for the couple, who had already made arrangements around their specific travel dates.

They had organised time off work and sorted pet care to coincide with their planned June departure, making any change to their schedule deeply problematic.

Through multiple phone calls with Tui, the couple repeatedly encountered the same explanation: the problem concerned their flights.

Yet this response proved baffling given what they could see with their own eyes.

"Over numerous calls we were repeatedly told the issue was flights yet despite multiple suitable flights appearing on Tui's website for the same dates, we were eventually told we could only rebook by paying an additional £1,000," the holidaymaker said.

The couple emphasised they were not seeking to alter their holiday arrangements in any way, merely to secure alternative flights whilst maintaining their original dates, accommodation and duration.

However, with prices having increased substantially since their initial booking, the additional £1,000 demanded by Tui was simply beyond their financial reach.

A Tui spokesman acknowledged the difficulties the couple had faced and expressed regret over what had occurred.

"We apologise for the confusion caused and are reviewing our processes to ensure our teams are fully aware of our policies to prevent this from happening again," the spokesman told The Times.

The travel company indicated it was examining its internal procedures to avoid similar situations arising in future.

Tui also extended its gratitude to the couple for their patience throughout the ordeal.

"We would like to thank Mr and Mrs ReadySyrat for their patience and understanding, and hope they have a wonderful holiday to the Maldives," the spokesman added.

The statement suggested the matter had been resolved, with the couple now able to look forward to their long-awaited trip.

The Maldives continues to rank among the world’s most sought-after travel destinations, renowned for its pristine beaches and luxury resorts.

In February 2025, the country recorded 214,091 tourist arrivals.

Average daily arrivals reached 7,646, with a peak of 9,518 visitors in a single day, according to the latest figures from Maldives Immigration.

Visitors from the United Kingdom topped the list of source markets, accounting for 23,210 arrivals.