TUI Smiles Rewards Club Terms and Conditions

Last updated: June 2026

This summary is for Your convenience. The full text of the T&C is legally binding.

These T&C regulate the TUI Smiles Rewards Club loyalty programme, a free and voluntary loyalty programme, operated by TPS, a TUI Group company, that allows eligible consumers to collect Smiles (points) and Status benefits in connection with selected travel and tourism services and promotional activities. Participation is personal, limited to one account per person, and implies personalized marketing offers sent by electronic communication. Smiles are provided for collection after eligible services are completed, generally remain valid for twelve months, and determine the participant’s Status level and related benefits. The rules of the Programme (“Scheme”), including how Smiles are collected and how Status benefits work, are separate from these T&C and may be changed with at least two weeks’ prior notice, without retroactive effect, while these Terms and Conditions may be amended with four weeks’ prior notice and apply if the Programme continues to be actively used thereafter; in all cases, participation in the TUI Smiles Rewards Club will remain free of charge. TPS may take proportionate measures, including revoking Smiles or terminating participation, in cases of misuse or abuse.

1.1. These Terms and Conditions (“Terms”) govern participation in the TUI Smiles Rewards Club, the loyalty programme of TUI (“Programme”).

1.2. The Programme is operated by TUI Platform Services Unipessoal Lda, a company incorporated under the laws of Portugal, as further specified in the provider declaration (“TPS”).

1.3. These Terms form a binding legal agreement between You and TPS.

1.4. The Programme allows eligible customers to collect points in connection with selected travel and tourism services and, subject to these Terms, to redeem or use benefits associated with their status.

1.5. Participation in the Programme is voluntary and free of any monetary charge.

1.6. At the end of these Terms, after Section 19, there may be additional terms that affect only certain jurisdictions. Depending on the jurisdiction of Your place of residence, such additional terms may apply to You. Any provisions in such applicable additional terms shall take precedence over the general provisions.

For the purposes of these Terms:

a) “Affiliates” are certain entities of the TUI Group of companies, or other providers of travel and tourism services, as described in the Scheme, that provide Smiles for the use of their services.

b) “Customer” / “You” means a natural person participating in the Programme.

c) “Eligible Services” means travel or tourism services or other purchases designated by TPS in the Scheme as qualifying for Smiles accrual. Eligible Services may differ by market, by distribution channel and by other criteria.

d) “Fair Discretion” means the discretion exercised by one Party in a fair and commercially reasonable manner, in good faith and taking into account the legitimate interests of the other Party. The exercise of Fair Discretion is subject to judicial review.

e) “HUB” means the TUI Smiles Rewards Club HUB which is provided by TPS on web or mobile applications, and/or through the web or mobile applications of Affiliates.

f) “Partner Perks” means certain offerings from commercial partners that TPS may make – as the case may be, depending on Your Status – available to You in addition to benefits offered by TPS and Affiliates.

g) “Scheme” means the rules governing Smiles accrual, Status levels, benefits, validity periods and any applicable limitations, as published by TPS from time to time.

h) “Smiles” means loyalty points collected under the Programme.

i) “Status” means a status level achieved through the collection and accumulation of Smiles.

3.1. The Programme may be joined by any natural person who is at least 18 years old and has full legal capacity to enter into a binding contract.

3.2. The membership in the Programme relies on a TUI Group Customer Account, which is a strict prerequisite.

3.3. The Programme is intended for consumers only. Participation by legal entities or for commercial purposes is not permitted.

3.4. TUI reserves the right to terminate membership where eligibility requirements are not met.

3.5. Each Customer may maintain only one Programme account.

3.6. Membership in the Programme and ownership of Smiles is strictly personal, non-transferable and non-heritable.

4.1. Enrolment in the Programme requires the completion of the registration process specified by TPS, and acceptance of these Terms.

4.2. Your Membership is generally bound to the jurisdiction of Your place of residence. If You change Your place of residence to another jurisdiction, please reach out to customer service so that Your Membership can be updated. TPS reserves the right to use Fair Discretion to make reasonable adjustments for a fair transition of Your Membership. Any additional terms for the jurisdiction (see Subsection 1.6 above) of Your new place of residence shall apply.

4.3. Receiving personalised and/or general recommendations online and through marketing communications is an integral part of the Programme. You are free to object to the use of Your personal data and/or receiving messages for this purpose; however, such objection will lead to an instant termination of Your participation in the Programme. Please consult the TPS Privacy Notice for further information.

5.1. You may terminate the membership at any time without notice.

5.2. Your membership is instantly terminated in case of an objection to personalised recommendations as described in Section 4.3 above.

5.3. Your membership is instantly terminated in case you close your TUI Group Customer Account, or your TUI Group Customer Account is lawfully terminated.

5.4. TPS may terminate Your membership at any time with four (4) weeks’ notice.

5.5. TPS may terminate Your membership for cause without notice. A cause for termination is any circumstance that makes it appear unreasonable for TPS to continue Your membership. This includes, without limitation, any of the following, provided the incident is sufficiently serious or happened after a previous warning or a previous milder measure:

a) any shortfall of the eligibility requirements of Section 3 above;

b) any breach of the provisions of Section 15 below;

c) any instance of lawful termination or suspension of Your TUI Group Customer Account;

d) any unruly conduct as a guest and/or passenger and/or customer in the course of an Eligible Service, including related customer service contacts.

5.6. TPS will send the termination notice to the email address registered with Your membership. The notice shall be deemed as received if and when TPS has sent it in a way it can reasonably assume it has been delivered under ordinary circumstances.

5.7. Any membership benefits You have already used by the time the termination becomes effective, even for a travel or tourism service that takes place in the future, remain unaffected.

5.8. Your membership is terminated if You have not used the Programme, collected Smiles or logged into the HUB for three consecutive calendar years.

6.1. Participation in the Programme is free of any monetary charges.

6.2. Some benefits within the Programme can be used only in connection with Eligible Services. The costs for such Eligible Services are borne by the Customer.

6.3. Any costs incurred in connection with accessing the Programme (e.g. internet access, devices) are borne by the Customer.

7.1. Customers collect Smiles through the use of Eligible Services and, where applicable, through promotional activities offered by TUI.

7.2. Smiles are credited and the time of booking, but can be revoked in case of cancellation until after the relevant Eligible Service has been fully completed.

7.3. The number of Smiles collected for specific Eligible Services is determined by the Scheme.

7.4. Smiles have no cash value, can as such not be redeemed, and are not financially protected under any financial protection regime available in the jurisdiction of Your country of residence.

8.1. Smiles are subject to expiry after a certain period of time as set out in the Scheme. To the extent that the Scheme does not provide for a validity period, Smiles shall be valid for one (1) year from the date they are collected.

8.2. For the purposes of Subsection 8.1 above and any validity periods provided for in the Scheme:

a) where the validity period is defined as a number of years, Smiles shall expire at the end of the same day of the same month in the relevant year; however, Smiles awarded on 29 February shall expire at the end of 28 February of the relevant year;

b) where the validity period is defined as a number of months, Smiles shall expire at the end of the same day of the relevant month; if the relevant month has fewer days, Smiles shall expire at the end of the last day of that month.

8.3. Expired Smiles automatically lapse and cannot be reinstated.

9.1. Status levels, their associated benefits, and any applicable validity and expiry periods are defined by the Scheme. Benefits may be dependent on Your place of residence. To the extent that the Scheme does not provide for a validity period, Status levels shall be valid for one (1) year from the date on which the relevant Status level is reached. Subsection 8.2 above shall apply accordingly to validity periods of Status levels.

9.2. Status is achieved based on the number of Smiles collected within the applicable period set out in the Scheme.

9.3. Available Partner Perks can change at any time without notice. The relevant commercial partner will be Your contractual partner for the use of Partner Perks. The Partner Perks are subject to limited stock and/or limited availability, and may be dependent on Your place of residence. Also, the eligibility to use a Partner Perk may depend on whether You previously had a contractual relationship with the relevant commercial partner. Any such restrictions will be made transparent to You in the terms of the particular Partner Perk.

10.1. TPS may amend the Scheme, including the Smiles awarded for specific Eligible Services, the Eligible Services as such, Status levels, validity and expiry, qualification thresholds and available benefits at any time with at least two (2) weeks’ prior notice.

10.2. None of the amendments shall apply retroactively. This shall not prevent amendments from having retroactive effect where and to the extent that such amendments are exclusively in Your favour. This means in particular that

a) a previously reached Status level is maintained (or improved); if the new Scheme provides for different Status levels, an equal or better Status level shall be assigned by TPS with Fair Discretion;

b) already collected Smiles are (at least) preserved and not lowered for the duration of their validity;

10.3. For the avoidance of doubt, if a Status benefit was used at the time of booking for a travel or tourism service that will take place in the future, such benefit shall continue to apply notwithstanding later changes to the Scheme.

11.1. TPS may amend these Terms from time to time, without retroactive effect, provided that such amendments are reasonable and do not unreasonably disadvantage the Customer.

11.2. Any amendment to these Terms shall be notified to the Customer at least four (4) weeks before the proposed effective date. Notification may be made by email and/or through the Programme interface.

11.3. The amended Terms shall be deemed accepted if the Customer actively uses the Programme – including but not limited to collecting Smiles, redeeming or using Status benefits – or logs into the HUB after the expiry of the notice period; provided, however, that TPS has made this consequence clear to the Customer in the notification according to Subsection 11.2 above.

11.4. If You do not agree with the amended Terms, You may choose to terminate Your membership in the Programme at any time before the effective date of the amendment, without cost.

11.5. The amendment mechanism described in this Clause shall not be used to introduce or impose any monetary fees or charges for participation in the Programme, and neither to substantially limit the provisions of Section 10.2 above.

12.1. TPS may, at its discretion, offer online games or similar promotional activities allowing Customers to win additional Smiles or other prizes.

12.2. Participation in such activities, is free of charge, is offered for entertainment purposes only, and may be subject to additional rules or limitations.

12.3. In case prizes are offered, please refer to the terms of the particular prize draw for details and transparency on chances. In any event, the participation is free of charge. You’ll either be informed about Your prize immediately upon participation, or later by electronic communication. Any recourse to legal action in respect to the prize drawing is excluded.

12.4. TPS may limit participation, frequency or eligibility for such activities.

12.5. As the case may be, some games or prize draws may provide add-ons to a booked Eligible Service. In this case, the add-on shall not become part of the related booking and the service that TPS or the respective Affiliate owes under the booking. Any defect of the granted add-on as such shall not constitute a defect of the booked service. Nothing in this Subsection, however, shall question the legally binding nature of a prize or gift duly promised to You.

13.1. The Scheme may provide for certain priority access to customer service at TPS or Affiliates.

13.2. Such privileges are granted subject to availability. TPS and/or the respective Affiliate will use commercially reasonable efforts to provide such privileged access. However, TPS’s and/or the respective Affiliate’s legal obligation to provide customer service shall remain unchanged in view of the original sheer booking, and any unavailability or defect of the privileged customer service as such shall not constitute a defect of the respective travel or tourism service.

14.1. The Programme may offer you access to special promotional offers, including discounts for booking Eligible Services or other travel or tourism services. The terms and conditions of the particular offer apply.

14.2. The offers are personal and non-transferable. However, to the extent provided generally for the booked service and/or in the terms and conditions of the particular offer, You can add additional persons to Your booking.

14.3. Insofar as the Scheme provides that the awarded Smiles depend on the value of an Eligible Service, and the service is discounted through a promotional offer, the discounted value shall count for the number of Smiles awarded.

15.1. Customers shall use the Programme, including any associated websites, applications, interfaces, APIs and systems, solely in accordance with these Terms and applicable law.

15.2. In particular, the following conduct is strictly prohibited (the list is non-exhaustive):

a) any misuse, manipulation or abuse of the Programme or the Scheme;

b) any attempt to collect, transfer or use Smiles or Status benefits other than in accordance with these Terms or the Scheme;

c) any fraudulent, deceptive or bad-faith conduct in connection with the Programme;

d) any unauthorised access to, interference with, or manipulation of the Programme, including through hacking, data scraping, automated scripts, bots or similar tools;

e) any circumvention or attempted circumvention of technical, contractual or organisational safeguards implemented by TPS, Affiliates and/or providers of Partner Perks;

f) any exploitation of errors, bugs or technical malfunctions of the Programme, whether intentional or negligent;

g) any use of the Programme in a manner that is unlawful, abusive or detrimental to TPS, other customers or third parties.

15.3. Where TPS has reasonable grounds to believe that a Customer has engaged in any prohibited conduct under this Clause, TPS may, at its own Fair Discretion:

a) refuse to credit Smiles or benefits;

b) revoke Smiles or Status benefits that were collected or obtained irregularly or unlawfully;

c) temporarily suspend or permanently terminate the Customer’s participation in the Programme; and/or

d) exclude the Customer from future participation in the Programme.

15.4. In cases of misuse, fraud or unlawful conduct, TPS reserves the right to assert claims for compensation for any damage suffered, including costs incurred in investigating and remedying the misuse, to the extent permitted by applicable law.

15.5. Measures taken under this Clause shall be proportionate and based on the severity and nature of the conduct. Legitimately collected Smiles and lawfully obtained benefits shall not be affected, unless a direct connection to the misuse exists. However, in case the termination of Your membership is lawfully decided by TPS under this Clause, You will lose Smiles and Status.

15.6. TPS shall not be liable and shall not owe any compensation for any loss of Smiles, Status or benefits resulting from actions taken in accordance with this Clause, provided such actions comply with this Clause.

16.1 Personal data is processed in accordance with applicable data-protection laws and TPS’s Privacy Notice.

17.1. For Customers whose place of residence is within the member states of the European Economic Area (EEA), Switzerland or the United Kingdom, the Programme contract is governed by the laws of the jurisdiction of the Customer’s residence, and the courts at the Customer’s place of residence shall have jurisdiction.

17.2. For all other Customers, the Programme contract is governed by Portuguese law, and the courts of Portugal shall have exclusive jurisdiction.

18.1. If any provision of these Terms is or becomes invalid, the remaining provisions shall remain in full force and effect.

18.2. However, if the provisions of Section 10 and/or Section 11 (amendments to the Scheme and these Terms) are held to be invalid or unenforceable, TPS shall be entitled to reassess the continuation of the contractual relationship with the Customer in accordance with applicable law. In doing so, TPS may take into account that, for a free-of-charge Programme, the ability to adapt the Scheme and these Terms is an essential element of the Programme’s operation.

19.1. For employees of TPS, Affiliates and other TUI Group companies, additional policies for the participation in the Programme may apply; if You are a TUI colleague, Your employer will make any such policies available to You.

19.2. TPS may assign its rights and obligations under these Terms as part of a corporate restructuring or transfer of business. The same applies to the transfer of membership accounts to a new operator that is reasonably acceptable to customers.

19.3. The current version of these Terms is always available via the Programme interface.

19.4. This version of the Terms supersedes and replaces all prior agreements, understandings and/or arrangements between You and TPS relating to the subject matter of the Terms, whether written or oral.

Currently none.