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Travel InformationContact 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 into 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. Plus, we’ve been awarded the Good Housekeeping Reader Recommended accolade for the exceptional quality of our booking services, so you can rest assured you’re in great hands.
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, or find out when we’ll get in touch. 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.
If you're a British Sign Language (BSL) user, you can now contact us via SignLive.
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).
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.
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
Visit our flight delay compensation page to find out more.
Use this form to contact us about a delayed flight. Please have your flight number handy.
For luggage claims please use this form to find the best option for you, or see our lost or delayed luggage page for more information.
If we’ve not been able to resolve your claim in your favour, find out how you can raise a claim with AviationADR.
FAQs
AviationADR
If we're unable to resolve your enquiry, you can reach out to AviationADR.
AviationADR is an alternative dispute resolution provider we subscribe to, and it’s free for you to use. It's approved by the UK’s Civil Aviation Authority (CAA) to provide dispute resolution services and carry out independent reviews of your airline claims.
There are a few ways to raise a claim with AviationADR:
a. Online – via AviationADR’s online complaint form.
b. In writing by post – to accept and process your enquiry, AviationADR asks you to post a completed paper complaint form. You can download a complaint form, or, if you’d like a paper form to be posted out to you, you can request this by contacting AviationADR via its online Support Centre. Once completed, the form should be posted, along with any supporting evidence, to AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW.
c. If you require reasonable adjustments to help with your submission, in line with the Equality Act 2010, AviationADR will be able to discuss your request for assistance via telephone at 0203 540 8063. They have a voicemail system specifically for calls of this nature, so please follow the steps on the automated message.
Please note that when you submit your completed form, this will be your only opportunity to give any facts or evidence to support your case. AviationADR will then complete an initial assessment of your claim and refer it to TUI to request our response within 28 days.
If you have any questions, AviationADR has a dedicated online Support Centre which operates Monday to Friday, 9am-5.30pm.