All you need to know about customer welfare

At TUI and First Choice we've got a friendly and knowledgeable Customer Welfare team dedicated to finding the holiday or flight that's right for you. Give us a call on + 44 203 451 2688 (UK) or ++ 353 1 6056500 (Ireland) (calls from landlines cost the standard rate, but calls from mobiles may be higher - check with your network provider).

 

If you need information in another format please contact our Customer Welfare Team on + 44 203 451 2688 (UK) or ++ 353 1 6056500 (Ireland) (calls from landlines cost the standard rate, but calls from mobiles may be higher - check with your network provider).

 

If you or anyone travelling with you has difficulty walking 400 metres, or climbing the aircraft steps, you'll need to let us know at least 48 hours before you're due to fly. However, the sooner you let us know, the more time it allows to make sure all the arrangements are in place.

If you or a member of your party are disabled, less mobile, visually impaired, or undergoing medical treatment, you’ll need to contact our Customer Welfare Team on + 44 203 451 2688 (UK) or ++ 353 1 6056500 (Ireland) (calls from landlines cost the standard rate, but calls from mobiles may be higher - check with your network provider), before you book so we can check which holidays or flights are suitable for you.

Adapted rooms at our hotels

If you need an adapted room - with a walk-in shower, or wider doors for your wheelchair, for example - please give our Customer Welfare Team a call before you book. We can then check if the hotel you're interested in has any suitable rooms.

Requests for specific rooms

If you would like a room located in a specific area of the hotel such as on the ground floor, near the main facilities, or a lift, we can add these as a request to your booking but unfortunately they can’t be guaranteed.

Rooms with fridges

It usually depends on the type of room you’re booking as to whether there’s a fridge available – so check before you book if you’ll need to store any medication. Sometimes, fridges will be available at a charge.

If there isn’t a fridge included with your room type, we can add a request to your booking, but unfortunately this isn’t guaranteed. If the hotelier isn’t able to meet the request, they’ll make sure a fridge is available – usually in reception or in the kitchen – to store medication, 24 hours a day.

Dietary requirements

If you’ve got specific dietary needs, give us a call before you book and we’ll find out if the hotel can cater for you. We’ll also add a note onto your booking to make the hotel aware of your requirements, but it’s best to speak to the restaurant staff when you arrive, too.

If you've got any severe allergies, please contact us to discuss.

Kids' clubs

There are a few things to bear in mind when it comes to kids' clubs...

• Children who are unwell won't be accepted.
• If your child has a disability, we will do our best to look after them but please check with us before you book that the club can accommodate your child's particular needs.
• Sometimes, even when you have checked in advance, there may be reasons why the club can no longer accommodate your child's particular needs. When this happens we will do our best to include them in as many activities as possible but you may need to stay with your child to provide the care and attention that they require.
• If your child has an allergy or any other special requirements, please let us know when you sign them into the kids' club for the first time.

Hotel-run kids' clubs:

Only clubs run by us meet our specification, which include strict staff-to-child ratios. Standards and facilities at hotel-run clubs vary. You should make sure you're satisfied with the facilities and staff providing the service before enrolling your child. Unfortunately, we're unable to take responsibility or guarantee that standards at hotel-run clubs meet UK standards.

Airport assistance

If you’ll need assistance when you get to the airport, call our Customer Welfare team at least 48 hours before you travel. Assistance can’t be guaranteed if you don’t let us know before this time.

Airport announcements:

Just so you know, some airports don’t announce flights over the tannoy. If you can’t read the flight information on the screens, ask a member of staff to help you.

TUI Airways' onboard facilities for persons with reduced mobility and passengers needing assistance

Seats:

The minimum seat pitch on TUI Airways aircraft is 29 inches. The minimum seat width is 16 inches. If you think you'll have difficulty fitting into this seat size, please speak to our Welfare Team before you book. Just so you know, you might need to pay an additional charge depending on what options are available.

Some seats on all TUI Airways aircraft have moveable armrests to assist persons with reduced mobility to access the seats.

TUI Airways will always make provisions for your welfare needs but unfortunately we can't guarantee a particular seat when you book. That said, we'll give you written confirmation of the services you've booked, if you ask us to.

If you'd like to talk to us about your seating needs, please contact our Customer Welfare team on 0203 451 2688. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Onboard wheelchairs:

All of TUI Airways' aircraft carry onboard wheelchairs to help you move between your seat and the toilets. You must be able to either move yourself, or have a personal assistant to help you between your seat and the onboard wheelchair.

Accessible toilets:

All TUI Airways aircraft have toilets that are accessible by using the onboard wheelchair. Our B787 Dreamliners have toilets with more space and with grab handles.

Specialist harnesses:

A specialist harness is available for adults, with one available on each flight. These need to be pre-booked at least 7 days prior to departure, subject to availability. Please contact our Welfare Team for full details on + 44 203 451 2688 (UK) or ++ 353 1 6056500 (Ireland). Calls from landlines cost the standard rate, but calls from mobiles may be higher (check with your network provider).

Travelling with a personal assistant (see also Self Reliance test).

If you need to travel with a personal assistant, you'll be sat in the seat next to them, as long as you have notified us in advance. Seats together in premium are more limited, please contact our welfare team on 020 3451 2688 to check availability before you book.That said, we can't guarantee that you'll be sat together with any other passengers you're travelling with. Personal assistants need to have their own ticket to travel, and unfortunately we can't offer discounted fares to them.

If you have a complaint about the welfare services you receive, you should speak to the TUI Airways agent at the airport, a member of the cabin crew at the time, or your Holiday Advisor when you arrive at your destination. You can also email us at aftertravelcustomersupport@tuiuk.com, or write to Customer Welfare, After Travel Customer Support, TUI UK & Ireland, Wigmore House, Wigmore Place, Wigmore Lane, Luton, LU2 9TN, England.

Taking your wheelchair

You can take your wheelchair and one other mobility item free of charge on TUI Airways flights, alongside your normal baggage allowance. However, you'll need to let us know at least 48 hours before you travel. You should make sure you’ve got insurance to cover its full value. We’ll carry up to 2 pieces of mobility equipment needed for the journey, per person.

Aircraft door sizes

This chart shows the door sizes of TUI Airways' different types of aircraft, so you can check whether your wheelchair will fit onboard:

B737-800

Forward Hold - 48” x 35” | 1.22m x 0.89m

Rear Hold - 48” x 33” | 1.22m x 0.84m

B757-200

Forward Hold - 55” x 42.5” | 1.40m x 1.08m

Rear Hold - 54” x 45” | 1.40m x 1.14m

B767-300

Bulk - 38” x 43.5” | 0.96m x 1.10m

B787-8

Bulk - 45” x 40” | 1.14m x 1.02m

If you're flying with another airline, you'll need to contact them directly to see if your wheelchair will fit onboard. If you need any help doing this, give our Customer Welfare team a call.

Electric wheelchairs:

If you’ve got an electric wheelchair, you’ll need to let our Customer Welfare Team know so we can make the necessary arrangements. Please let us know the make and model of your wheelchair when you call.

It’s essential that you call our Customer Welfare Team before you book to make sure we can carry your wheelchair – there’s a limit on how many electric mobility aids we can take on each flight. If you don’t let us know before you book and we can’t carry your wheelchair, you might need to pay extra to change your booking.

Wheelchair batteries:

You can bring a battery-powered wheelchair if it meets the conditions given in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods, plus any other related CAA rules. Visit the CAA website for more details. Visit the CAR website for more details on Irish requirements.

Please contact us as soon as possible if you’re travelling with a battery powered wheelchair or mobility aid and give us the following information when you call:

• Make and model of the device
• Battery type
• Dimensions of the device

We’ll then be able to confirm whether or not we’ve got space for it onboard.

Preparing your wheelchair for the flight:

Wheelchairs need to be stored in an upright position for the flight and it’s important the battery is securely attached to the mobility aid.

The ways of inhibiting the circuits to prevent the mobility aid activating by accident vary depending on the model and battery type:

Mobility aids with non-spillable or dry cell batteries, and mobility aids with lithium-ion batteries:

• Battery terminals must be protected from short circuits e.g. enclosed in a battery container
• Battery must be securely attached to the wheelchair or mobility aid
• Electrical circuits must be isolated, so there is no chance of the device being operated by accident. If this isn’t possible – and as a last resort – you’ll need to disconnect the battery cables and the battery terminals must be insulated to prevent short circuits

Mobility aids with spillable wet-cell batteries:

• Battery must be securely attached to the wheelchair or mobility aid
• Electrical circuits must be isolated, so there is no chance of the device being operated by accident. If this isn’t possible – and as a last resort – you’ll need to disconnect the battery cables and the battery terminals must be insulated to prevent short circuits

If the wheelchair can’t be stored in an upright position for the flight:

If your wheelchair can’t be stored in an upright position, you’ll need to do the following:

• Remove the battery, and store in strong, rigid packaging
• Protect the battery terminals against short-circuiting

Other things to think about:

Instruction manual: You’ll need to bring with you the manufacturer’s operating instructions for your mobility aid. If you don’t have the details, visit the BHTA website where most makes and models are shown. If you can’t find information for your device you’ll need to contact the manufacturer direct, or the shop where you purchased it.

Loss of, or damage to, mobility aids: TUI Airways' liability for the loss of, or damage to mobility aids is restricted to the limits applied by the Montreal Convention. This is currently 1131 SDRs - Special Drawing Rights - or approximately £1034.

Insurance: We recommend your wheelchair and other mobility aids are fully insured.

Taking an assistance dog

A registered assistance dog can travel with you in the cabin if you’re flying with TUI Airways. Just so you know, your dog will need a Pet Passport and you’ll need to book a separate seat for it, at no extra charge. Give us a call on + 44 203 451 2688 (UK) or ++ 353 1 6056500 (Ireland) (calls from landlines cost the standard rate, but calls from mobiles may be higher - check with your network provider).

I’m travelling alone. Do I need a personal assistant?

You’ll need a personal assistant to travel with you if you don’t meet the UK Civil Aviation Authority definition of being self-reliant. This means you need to be able to:

• Open your seat belt
• Leave your seat and reach an emergency exit without help
• Collect and fit a lifejacket
• Put on an oxygen mask without help
• Understand the safety briefing and instructions given by the crew in an emergency – including information provided in accessible formats

What’s more, you may want to think about travelling with a personal assistant if you need help with any of the following:

• Breathing. I.e. if you rely on supplementary oxygen
• Feeding. Though Cabin Crew can help you to open containers.
• Toileting. Cabin Crew can help you move through the cabin in a wheelchair to reach the toilet, but you need to be able to use the toilet facilities unaided.
• Medicating. You need to be able to administer your own medication if you need it during the flight.

Personal assistants:

If you need to travel with a personal assistant, you'll be sat in the seat next to them, as long as you've notified us in advance. Seats together in premium are more limited - please contact our welfare team on 020 3451 2688 to check availability before you book. That said, we can't guarantee that you'll be sat together with any other passengers you're travelling with. Personal assistants need to have their own ticket to travel, and unfortunately we can't offer discounted fares to them. 

Carrying medication and medical equipment

If you’ll be carrying medication or medical equipment with you into the aircraft cabin, you’ll need to bring a doctor’s letter or prescription that shows all the items you need. This is to make sure you can pass through check-in and security without any problems.

If the size or weight of your medication is more than your baggage allowance, we’ll normally be able to carry it free of charge for you as hold baggage, but you need to call our Welfare Team before you go to pre-book.

Diabetics:

You can carry insulin and a pen injection device in your hand baggage during your flight – but you need to let us know about it when you check in. You’ll also need to show a doctor’s letter or approved Diabetic card.

If you need to use medical equipment on the flight:

If you need to use any medical equipment onboard your flight, you’ll need to give our Customer Welfare team a call before you travel. Please have your flight details to hand when you call us. We’ll need the following details about the equipment:

• Name of equipment
• Manufacturer
• Make and Model
• Size
• Whether it is battery-operated
• Type and wattage of battery, if it’s battery-operated
• Weight

We’ll also need to know whether you’ll need to use the equipment during take-off or landing, regularly, or occasionally, while you’re in the air.

Our Cabin Safety team will then be able to check the equipment is safe to use onboard.

If you need oxygen on the flight:

Unfortunately, you can't bring your own oxygen either in the hold or in the cabin, but you can pre-book our onboard oxygen for your flight. Alternatively, you can bring an oxygen concentrator. Call our Customer Welfare Team before you travel to make arrangements.

Fitness to fly

If you're suffering from certain medical conditions it may mean you’re more likely to notice side-effects when you travel by air. Because of this, you’ll need to declare the following conditions before you travel with TUI Airways. What’s more, we recommend you contact your doctor before you book if you’ve got any concerns about your health.

Below you’ll find the most common conditions that require a fitness to fly certificate. It doesn’t cover everything though, so if you’re not sure, it’s best to contact us before you book. If we need a doctor's letter instead of a fitness to fly certificate, we'll let you know when you contact us.

Recent surgery: If you've had major surgery within a few months before your holiday - operations involving your heart or lungs, for example - you'll need to get a fitness to fly certificate.

Broken bones

If you’ve had a plaster cast fitted less than 48 hours before you’re due to fly, your doctor will need to split the cast. It’ll usually be split in two and supported with more bandages. This is to allow for any more swelling. You’ll also need to bring a fitness to fly certificate.

If your plaster cast was fitted outside of 48 hours, you won’t need a fitness to fly certificate. That said, we’d recommend you speak to your doctor about any extra precautions you need to take whilst you’re away.

Infectious diseases

If you’re suffering from any severe infectious disease – tuberculosis, for example, you won’t be able to travel with TUI Airways.

If you’ve recently had a severe infectious disease, you’ll need to bring a fitness to fly certificate.

Chickenpox, measles, mumps, rubella and meningitis

If you’ve recently suffered from chickenpox, measles, mumps, rubella or meningitis, there will be a recovery period before you’ll be able to travel with us. Here’s when you’ll be able to travel:

Chickenpox: 7 days after the last new spot appears.

Rubella: 4 days after the rash appears.

Measles: 7 days after a rash appears.

Mumps: When swelling has subsided – this is usually 7 days, but might take up to 14 days. You’ll need to contact your doctor who’ll let you know if you can travel.

Meningitis: When you’re completely recovered.

Medical conditions that could be affected by altitude

Some pre-existing medical conditions mean you’re more likely to suffer from the effects of altitude when you fly. If you suffer from any of the following conditions, you’ll need to get a fitness to fly certificate from your doctor.

Severe Angina

Myocardial Infarction

Heart Valve Disease

Abnormal Heart Rhythms

Cardiac Failure

Coronary Artery Bypass grafting

Angioplasty

Cerebral Artery Insufficiency

Stroke or CVA

Asthma: If you’ve got severe asthma or you’ve recently been prescribed oral steroids, you’ll need a fitness to fly certificate Chronic Obstructive Pulmonary Disease (COPD)

Emphysema

Cystic Fibrosis

Bronchiectasis

Pneumonia

Neonatal Respiratory Problems

Choosing your transfer

If you’re taking an electric wheelchair or scooter, you’ll need to book a taxi transfer to your hotel. You can’t take them on the coach. We can also arrange a taxi transfer for you if you won’t be able to climb the steps on the coach. There’s an extra charge for taxi transfers.

Just so you know, the taxi may not be a vehicle adapted for wheelchair users as they aren’t available in all our resorts.

If you’re able to travel on the coach transfer, but want to book specific seats – such as the front row – unfortunately we can’t guarantee this. However, we’ll be happy to add a request to your booking.

Discounts on taxi transfers:

If your coach transfer would have been included in the price of your holiday, give us a call and we’ll sort out a discount against the cost of the taxi transfer for you, as long as you can provide a doctor’s letter. If the coach transfer would have cost extra, or you can’t provide a doctor’s letter, you’ll need to pay the full price for the taxi.

Choosing and booking your cruise:

Give our Customer Welfare Team a call before you book your cruise – they'll be able to advise you on things like ship accessibility, bringing equipment onboard, disabled facilities and medical care. All of our ships have a small number of adapted cabins for less mobile passengers - they have bathrooms adapted for wheelchair users and wider access. Just remember to make sure one is definitely available before you book.

Taking a wheelchair onboard the ship:

You’ll need to bring your own standard-size, collapsible wheelchair to use on our ships. There are a few restrictions, such as the size and weight of the wheelchair, and also the amount of wheelchairs we can carry on each sailing. Please contact us before you book to make sure we’ve got space. We’ll also talk you through which cabins will suit you best.

Using your wheelchair when you're ashore:

If you're bringing a wheelchair to use when you're ashore, we'll keep it at the gangway so it's ready when you need it. Just so you know, though, you'll need to be able to move across the gangway without it.

If your ship is visiting a port where a tender is needed to go ashore, you'll need to stay aboard if you can't manage without your wheelchair. Elsewhere, it might not always be possible for you to go ashore depending on gangway access.

Shore excursions:

Before you book, check with our Shore Excursions team on 0203 451 2728 about which excursions are best for you - not all of them are suitable for the less mobile. Alternatively, speak to your host on the cruise ship when you arrive.

Choosing and booking your cruise:

Please be aware that our river cruise ships aren’t wheelchair friendly, don’t have lifts and aren’t fitted with adapted cabins. Therefore, a TUI River Cruises holiday may not be ideal if you find it difficult to walk up and down stairs unassisted. Call our Special Assistance Team on 0203 451 2688 and they can advise you on things like accessibility, medical care and onboard facilities. If you’ve already booked your cruise, we highly recommend giving us a call, just so we can check to see if anything may cause an issue during your sailing.

Taking a wheelchair onboard the ship:

Unfortunately, mobility scooters and wheelchairs can’t be used onboard our river cruise ships. Also, if you plan on bringing a manual wheelchair for use ashore, this will have to be stored in your cabin. We don’t have any storage facilities in the ship’s public areas.

Using your wheelchair when you’re ashore:

When in port, your ship could be moored up against other vessels. This means that in order to get on and off the ship, you’ll have to walk across gangplanks and the over the decks of other ships, which may include walking up and down stairs. What’s more, some of our river cruise destinations may have places that have cobbled or uneven pavements and steep inclines, which may be unsuitable for wheelchairs and people with reduced mobility.

Dietary requirement onboard the ship:

We can provide vegetarian, gluten-free, dairy-free and diabetic-friendly options on request. If you have any dietary requirements, give our Special Assistance Team a call on 0203 451 2688 once you’ve booked your cruise. Then, once you’re on board, be sure to let the maître d’ know.

If you need to bring your own food for medical reasons, please let us know before your river cruise is scheduled to depart. That way, we can ensure we have the right facilities to store and prepare your food.

Please be aware that there may be some dietary requirements that we can’t accommodate, so it’s important you tell us if you have any when you book your river cruise.

If you have very specific dietary needs, or require a particular food brand, we recommend that you bring your food with you. Some destinations, however, may restrict you from travelling with specific food items. For information about what foods you can’t travel with, head over to the Foreign, Commonwealth and Development Office (FCDO) website.