Our commitment to accessibility
We're committed to providing accessible experiences for all of our customers. We’re working towards improving our customer experience, and helping people with disabilities self-service their needs.
We’re improving our TUI UK website so that customers with disabilities have the choice of booking all elements of their holiday online or by contacting us.
And, we’re working to make it accessible in line with the best practices and Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.
What is WCAG 2.2 AA?
The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance – Level A, Level AA and Level AAA. The guidelines cover a wide range of accessibility features, including text size and colour, keyboard navigation and screen reader compatibility.
How accessible is our website currently?
Our website is not yet fully accessible to people with disabilities. However, we’re constantly identifying and addressing gaps and limitations on our website, and we’ve made significant progress in the past 18 months. We’ve trained and supported teams to deliver an accessible website, and we’ve created a digital Accessibility Working Group to review and enhance our processes. We’ve also implemented a number of specific accessibility improvements, including:
Adapting our Flight Only information pages with accessibility standards in mind, and we’ve also started to make new website components fully accessible.
Ensuring link text accurately describes the destination of the link, headings are used to organise the content, and alt text is used to describe images.
Solved most contrast issues with our new-look website.
Designed a new Assisted Travel webpage, packed with advice, tips and recommendations for our customers with access needs. And, we’ve placed this page one click away from the main menu.
Created a Guide to Assisted Travel video to clearly explain answers to FAQs about accessible travel with TUI. We took into consideration those with sight loss by ensuring we recorded voice over for the audio, and those with limited hearing ability by ensuring subtitles are on screen.
Gathering feedback from people with disabilities and using it to improve our services
What can users with disabilities do if they experience accessibility problems on our website?
Users with disabilities who face accessibility problems on our website can contact our Assisted Travel team for help. They can help you find accessible hotels, arrange the most suitable airport transfers, add your requirements for airport assistance when you book a package holiday or a flight, and help you get the information or service you need from our website. They can also help if you need any information in a different format.
You can call the Assisted Travel team on 0800 145 6920 – free from all landlines and mobiles – or +44 203 451 2688 if you’re calling from abroad. Calls cost the standard operator rate.
British Sign Language users and SignLive
British Sign Language (BSL) users can contact one of our Assisted Travel Team agents using SignLive. It’s a free service that will connect you to a qualified online BSL interpreter. The interpreter will relay the conversation between you and one of our team members.
You can download the SignLive app on your mobile phone or tablet. Alternatively, you can use a web browser by visiting the SignLive website.
Assisted Travel team opening times:
Monday to Friday: 9am to 7pm
Saturday: 9am to 5pm
Sunday: 10am to 5pm
Adapting your experience to your needs
We want everyone to have a great experience on our website, however, you may find that you have a better experience if you change the settings on your computer to suit your individual needs.
For example, you could:
Change the website's colors to make it easier to read.
Increase the text size so that it’s easier to see.
Have the information on the website spoken out loud, so that you can listen to the information instead of reading it.
What are we doing to improve our website accessibility?
We’re constantly identifying and addressing gaps and limitations on our website. We aim to make significant progress on improving the accessibility of our website within the next 12 months.
Here’s what we’re currently working on:
Continuing to train and support teams to make our website more accessible.
Completing our digital Accessibility Working Group's review of our processes and making any necessary enhancements.
Collecting user feedback via our website tools, analysing and categorising it for feedback related to improving accessibility, and passing it on to our Accessibility Working Group for review and to inform our design decisions.
Constantly optimising our website components to make them more accessible.
Improving the text size and colour contrast on our website.
Making our website more keyboard accessible, and more compatible with screen readers.
Monitoring our website's accessibility regularly, using a combination of automatic tools and manual audits.
Updating our accessibility statement on a regular basis to report on our progress.
Our accessibility strategy
We make it easy for customers to find the holiday that’s right for them, whatever their needs.
Here at TUI, we want to make travelling as easy as possible – whether you or someone you’re travelling with has reduced mobility or a disability. It’s why we’ve got a dedicated page on our website where you can find all the details on accessible holidays, transfers and cruises, as well as assistance at the airport.
We also have a friendly and knowledgeable team, dedicated to finding the holiday or flights that match your needs. For more on accessible holidays, head over to our assisted travel page or give our Assisted Travel team a call. If you’re flying with TUI Airways, call 0800 145 6920 – free from all landlines and mobiles – or +44 203 451 2688 if you’re calling from abroad. Calls cost the standard operator rate. If you’re travelling with TUI but flying with another airline, you can call on 0203 451 2688 – free from all landlines and mobiles.
How can users with disabilities provide feedback on our website accessibility?
We value feedback from users with disabilities on how we can improve the accessibility of our website. If you encounter any accessibility problems on our website or have any comments, please send an email to firstname.lastname@example.org. We’ll use your feedback to make our website more accessible to everyone.
Here are some things you can include in your feedback:
The specific page or pages where you encountered the accessibility problem.
A description of the accessibility problem.
Any technical information that may help us to recreate the problem, such as the device or browser that you used.
Any suggestions you have for how we can improve the accessibility of our website.
We appreciate your feedback and will use it to improve the accessibility of our website.
This statement was last updated on 9th October 2023. We hope it helps you understand our commitment to making our website more accessible. If you have any further questions, please don’t hesitate to contact us.