Why wasn't I prioritised when I contacted TUI?

To get priority service as a TUI Smiles Rewards Club member, here's what you need to do depending on how you contact us:

When using Live Chat:

Log into your myTUI account before opening a Live Chat online or in the TUI app
We may ask for your membership level to prioritise your chat
Our Live Chat agents are available daily from 8am to 8pm before you go and 24/7 when you’re on holiday
Outside these hours, a virtual AI assistant can help you

When calling us:

Use the dedicated phone number shown in your TUI Smiles Rewards Club dashboard
Call from a phone number saved in your myTUI account so we can recognise you as a member and route your call correctly

To check or add phone numbers, go to 'Account Management' in your myTUI account and select 'Personal Information'

More questions about TUI Smiles and Rewards Club

Can I apply a new TUI Smiles reward to an existing booking?
View more details
Can I collect Smiles from someone else's booking?
View more details
Can I rejoin the TUI Smiles Rewards Club again in the future?
View more details
Can I share my Smiles with someone else, including other travellers on a group booking?
View more details
Do Smiles run out or expire?
View more details
How can I find out about promotions and bonus Smiles?
View more details
How can I leave (or opt out) of the TUI Smiles Rewards Club?
View more details
How can I see where my Smiles have come from?
View more details
How can I stop getting emails or marketing about the TUI Smiles Rewards Club?
View more details
How does the 'Pack your Bags' game work and where can I find it?
View more details
How does the 'Spin the Globe' game work and where can I find it?
View more details
How do I check my Smiles balance and when will new Smiles appear?
View more details
How do I collect or redeem Smiles?
View more details
How do I collect Smiles?
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How do I join the TUI Smiles Rewards Club?
View more details
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?
View more details
I can’t access my TUI Smiles Rewards Club account - what should I do?
View more details
I can’t see my new booking and Smiles I’ve collected in myTUI account? What can I do?
View more details
I need to contact a partner airline about my TUI booking, can I still get priority when I call or chat with them?
View more details
I never received the reward I won in the Pack your Bags game, what can I do?
View more details
I’m unable to redeem my partner offer or code, what can I do?
View more details
I’ve been a loyal customer of TUIs for many years but I’m only at Level 1, why is this?
View more details
My booking was cancelled (by TUI or by me) and I’ve been moved down a Level, can I still use my Rewards?
View more details
Somebody accessed my TUI Smiles Rewards Club without permission. What should I do?
View more details
The Club feels unfair. How do I make a complaint?
View more details
What's the difference between myTUI account and TUI Smiles Rewards Club and how do they work together?
View more details
What are the Rewards at each Level?
View more details
What happens if I redeem my partner reward and then cancel my booking?
View more details
What is the TUI Smiles Rewards Club?
View more details
Who can join the TUI Smiles Rewards Club, and do I need to be a frequent traveller to benefit from it?
View more details
Why are my rewards different from my friend's?
View more details
Why are my rewards missing or not unlocked after moving up a level?
View more details
Why can't I access my TUI Smiles Rewards Club?
View more details
Why do we collect Smiles and not points?
View more details
Why haven't I collected my Smiles?
View more details
Why have my Smiles expired?
View more details
Will I collect Smiles on bookings where I've also used a TUI Smiles reward or code?
View more details
Will I still collect Smiles if I wasn't logged in when I booked?
View more details

Why wasn't I prioritised when I contacted TUI?

More questions about TUI Smiles and Rewards Club

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

Can I collect Smiles from someone else's booking?

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

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

Do Smiles run out or expire?

How can I find out about promotions and bonus Smiles?

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

How can I see where my Smiles have come from?

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

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

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

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

How do I collect or redeem Smiles?

How do I collect Smiles?

How do I join the TUI Smiles Rewards Club?

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

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

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

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

Is it possible to drop down a Level?

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

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

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

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

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

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

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

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

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

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

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

What are the Rewards at each Level?

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

What is the TUI Smiles Rewards Club?

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

Why are my rewards different from my friend's?

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

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

Why do we collect Smiles and not points?

Why haven't I collected my Smiles?

Why have my Smiles expired?

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

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

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