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myTUI account and TUI app

TUI Smiles Rewards Club

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:

  • We'll ask for your email address at the start of the chat
  • We’ll match to a myTUI account and check your membership Level
  • We’ll prioritise your chat if you’re in Level 2 or 3
  • Our Live Chat agents are available daily from 8am to 8pm
  • 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 Rewards Club

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