Contact us

Here’s how you can get in touch before, during or after your holiday.

We’ve got personalised service down to a T.

Pop in to one of our TUI Stores and let our Travel Experts help tailor-make your perfect getaway.

Whether you’ve already booked online or in store and need a helping hand, or you’re thinking about your next holiday, our in-the-know Travel Experts are on hand to lend their expertise and take the hassle out of planning your trip.

Avoid the queues by phoning or emailing your local store to book an appointment.

If you have a query, take a look at our Ask a Question section. If you can’t find what you’re looking for, please feel free to contact us. Please note that the listed opening times are for our Contact Centres. If you wish to speak to one of our Retail team, please refer to our Store Finder for details.

Log in to your account to view your booking, make a payment towards your outstanding balance, and add on extras.

Pre-travel enquiries

If you have a booking that is yet to depart, you can either see our pre-travel help page, or contact our Pre-Travel team – look for your holiday type below and call the number that’s listed.

Holidays and flights

Holidays and Flights: 0203 451 2688

Opening times:

Monday to Friday

9am to 7pm

Saturday

9am to 5pm

Sunday

10am to 5pm

Groups

Holidays for groups of 16 or more passengers 0203 451 2688

Opening times:

Monday to Friday

9am to 7pm

Saturday

9am to 5pm

Sunday

10am to 5pm

Cruise

For all Marella Cruises and TUI River Cruises enquiries, give us a call on 0203 451 2688 and select the relevant option.

For Marella Cruises shore excursions enquiries, you can also email cruiseexcursions@tui.co.uk

Assisted travel

If you require airport assistance, or would like to discuss your accessibility requirements, you can call us on 0800 145 6920 or check our assisted travel page for more information.

Opening times:

Monday to Friday

9am to 7pm

Saturday

9am to 5pm

Sunday

10am to 5pm

Weddings and renewal of vows

Email us or call us on 0203 451 2688

Opening times:

Monday to Friday

9am to 7pm

Saturday

9am to 5pm

Sunday

10am to 5pm

Travel updates

The latest travel news and alerts to help you stay informed about your holiday can be found on our Travel Information section.

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Please check with your network provider.

While you're away

Getting a hold of us

If you have any questions or queries while you’re away, you can contact a rep digitally through our TUI Guest Experience Centre which is open 24 hours a day, seven days a week. Here’s how you can get in touch:

  • Download the TUI App – this is the easiest way to get hold of us.

  • Call +4420 38 303 111 (calls from abroad will be charged at international rates).

  • Text 80247 (text messages are charged at your standard network rate).

  • If you're staying at a hotel with 24/7 Online and Hotel rep service, watch our short video about the service you can expect from TUI while you're away.

Issues while you're away

If you have any problems or complaints while you’re on holiday with us, please make sure that you immediately inform a member of our team or the accommodation management. We’ll do our best to resolve your problem on the spot. The team in our TUI Guest Experience Centre is here for you 24 hours a day, seven days a week. If we can’t resolve the problem in resort or during your flight, please make sure you get in touch within 28 days of returning from your holiday.

Watch our short video about what to do if you have an issue while on holiday.

Cruise - onboard

If you’re onboard, just pop along to reception. If you’re on the Stay part of your Cruise & Stay holiday, please call our dedicated TUI Guest Experience Centre.

When you get home

Holiday feedback

Now that you’ve returned from your holiday, we’re keen to hear about your experience:

  • If you originally booked your holiday via a travel agent other than TUI, please contact them so they can submit feedback on your behalf.

  • Alternatively, you can use this form to share feedback with us. You’ll need your booking reference and departure date handy.

  • Once you’ve completed your form, we’ll send you an acknowledgment email with your reference number.

  • We’ll be in touch with the lead passenger on the booking within 28 days.

Flight delay compensation and luggage claims