When TUI staff engage, they handle rebooking, flight changes, and refunds with care. One agent, Syafiq, drew specific praise for guiding a complex booking. However, recent complaints centre on unresponsive communication: customers report two-month email silences, unanswered phones, and no help during airline disruptions. Earlier reviews celebrated prompt replies; recent ones suggest this has shifted.
The complaint pattern is concrete: hidden international transaction fees appear on statements, and package upgrades charge 10% more than booking direct. Several customers note the phone system plays only automation, and finding a working email has proven difficult. Price transparency and consistent communication remain points of tension.
Half the reviews praise friendly staff and 24-hour support; the other half report botched group arrangements, missed airport pickups, and slow responses to email requests despite advance notice.
Half the reviews are five-star and highlight food and convenience, but the other half report severe wait times, schedule cuts blamed on traffic, and confusion about which stop you are at. Most of the day can be spent waiting for buses.
All three Google reviews award five stars. Limited detail available, but consistent top ratings suggest reliable day tours and transfers in Kuala Lumpur.
Last updated 2026-08-17