Why are my rewards missing or not unlocked after moving up a level?

More questions about TUI Smiles and Rewards Club

• Can I apply a new TUI Smiles reward to an existing booking?

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• Can I collect Smiles from someone else's booking?

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• Can I rejoin the TUI Smiles Rewards Club again in the future?

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• Can I share my Smiles with someone else, including other travellers on a group booking?

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• Do Smiles run out or expire?

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• How can I find out about promotions and bonus Smiles?

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• How can I leave (or opt out) of the TUI Smiles Rewards Club?

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• How can I see where my Smiles have come from?

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• How can I stop getting emails or marketing about the TUI Smiles Rewards Club?

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• How does the 'Pack your Bags' game work and where can I find it?

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• How does the 'Spin the Globe' game work and where can I find it?

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• How do I check my Smiles balance and when will new Smiles appear?

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• How do I collect or redeem Smiles?

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• How do I collect Smiles?

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• How do I join the TUI Smiles Rewards Club?

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• How do I move up in the Club to reach the higher Levels?

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• How do I use my TUI Smiles Rewards Club offer code?

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• How will I know how many Smiles I'll collect?

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• I'm having trouble redeeming a partner reward, what can I do?

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• Is it possible to drop down a Level?

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• I booked an excursion with my cruise booking but I didn't collect any Smiles for this part, why?

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• I can’t access my TUI Smiles Rewards Club account - what should I do?

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• I can’t see my new booking and Smiles I’ve collected in myTUI account? What can I do?

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• I need to contact a partner airline about my TUI booking, can I still get priority when I call or chat with them?

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• I never received the reward I won in the Pack your Bags game, what can I do?

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• I’m unable to redeem my partner offer or code, what can I do?

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• I’ve been a loyal customer of TUIs for many years but I’m only at Level 1, why is this?

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• My booking was cancelled (by TUI or by me) and I’ve been moved down a Level, can I still use my Rewards?

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• Somebody accessed my TUI Smiles Rewards Club without permission. What should I do?

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• The Club feels unfair. How do I make a complaint?

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• What's the difference between myTUI account and TUI Smiles Rewards Club and how do they work together?

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• What are the Rewards at each Level?

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• What happens if I redeem my partner reward and then cancel my booking?

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• What is the TUI Smiles Rewards Club?

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• Who can join the TUI Smiles Rewards Club, and do I need to be a frequent traveller to benefit from it?

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• Why are my rewards different from my friend's?

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• Why can't I access my TUI Smiles Rewards Club?

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• Why do we collect Smiles and not points?

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• Why haven't I collected my Smiles?

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• Why have my Smiles expired?

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• Why wasn't I prioritised when I contacted TUI?

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• Will I collect Smiles on bookings where I've also used a TUI Smiles reward or code?

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• Will I still collect Smiles if I wasn't logged in when I booked?

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