Our service offering

First of all, we recommend that you download the easy-to-use TUI app and add your booking before you go, so we can keep in touch with you every step of the way. Make sure you turn on your notifications once you’ve downloaded it, so you don’t miss any important information.

Lots of our hotels come with rep visits. However, if yours doesn’t, we’re always available by phone or through the TUI app.

If you’re looking for added peace of mind, and if it’s really important to you, make sure you select a hotel that offers rep service when you book. We always specify which type of service you can expect on each hotel’s information page.

24/7 service on holiday

24/7 support on the TUI app and by phone

Available on all holidays

  • Info and support are both available 24/7 via the TUI app

  • You can chat with our destination team from the day before you go

  • You can call us if you need to speak to someone urgently

  • You can reach out by using the chat function in the TUI app

  • There’ll be a resort rep from TUI to greet you at the airport if you’ve flown with TUI Airways

  • If you urgently need to see someone while you’re away, we can usually arrange this for you

  • Just so you know, a TUI rep won’t visit your hotel during your stay

Hotel rep service

Available on some holidays

  • An English-speaking TUI rep will visit your hotel during your stay

  • There’ll be a dedicated entertainment and sports team on hand at all our TUI BLUE hotels

  • There’ll be a childcare team, trained to UK standards, at our family-focused collection hotels – like Sensatori by TUI BLUE and TUI BLUE For Families

Service before you travel

Service before you travel includes all types of support, like visiting one of our stores, using the TUI app, or reaching out to our Contact Centre if you have queries before you travel.

You might head into a TUI Store for…

  • Holiday inspiration when you’re deciding where to go

  • Booking with one of our Travel Experts

  • Getting some help with pre-travel paperwork

  • Booking your experiences on holiday

You can even avoid the queues by phoning or emailing your local store to book an appointment to pop in. Find your store’s contact details.

Plus, you can find loads of useful hints and tips via the TUI app. Just before you go, you can use the app to chat to our Holiday Reps 24/7, from the comfort of your sofa.

Download the TUI app for free from the App Store or Google Play.

Contacting us on holiday

The best way to contact our team while on your holiday is by using the chat function in the TUI app. Or, you can…

  • Call +442038303111 (calls from abroad are charged at international rates)

  • Text 80247 (text messages are charged at your standard network rate)

And, you can rest assured that we’ll be there for you if something should go wrong on your holiday. Watch our video to find out more.

To find out how to contact us once you're home, visit our contact us page.


Will I see a rep in my hotel?

If your hotel comes with rep service, a rep will be around during your stay. If not, you’ll still be able to access 24/7 support via the TUI app and by phone.

Will TUI reps be at the airport when I arrive?

If you fly with TUI Airways, our Airport Rep team will be around for your arrival.

How do I book experiences?

You can book experiences on the TUI app. If you’re staying at a hotel with rep service, you can also book with your rep, if you prefer.

How do I find out about my transfers?

You can find details of your transfer times and locations in the TUI app. If you’re staying somewhere with hotel rep service, you can also ask your rep for these.

How do I talk to someone at TUI?

Our 24/7 service means you can contact us at any time via the TUI app, or by phone. If your hotel comes with rep service, you can also speak to your rep in person when they visit.

How do I raise an issue while away?

You can talk to someone at your hotel’s reception desk and you should let TUI know, too, by chatting to us in the TUI app or giving us a call on +4433 33 365 147. If there’s a rep at your hotel, you can speak to them, as well.

How do I request help or a TUI visit?

You can speak to your TUI rep for help, if you’re staying in a hotel with rep service. Alternatively, you can ask for help or request a rep visit using the TUI app or by phone.

TUI service on holiday may change between summer and winter seasons. Please check the TUI app before departure for the latest information on the service offered at your chosen hotel. Service information on the hotel page will show for the current season only.