Website Accessibility Statement

We're committed to providing accessible experiences for all 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.

We’re working to make it fully accessible in line with best practices, the European Accessibility Act (EAA), and the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.

What is the European Accessibility Act (EAA)

The European Accessibility Act (EAA) is an EU law that makes everyday products and services – like banking, transport, and e-commerce – more accessible for people with disabilities. By creating common rules across Europe, it removes barriers and helps us offer more inclusive experiences for everyone.

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.

We’re working on making our website fully accessible for people with disabilities, but we’re not quite there yet. We’re constantly identifying and addressing gaps and limitations, and we’ve made big progress in the past 12 months. We’ve created the TUI Digital Accessibility Policy to provide clear guidance for accessible web development, trained and supported delivery teams, and created a digital Accessibility Working Group to review and enhance our processes. We’ve also implemented specific accessibility improvements, including:

• Ensuring accessibility across the Customer Account, with all components now fully approved as accessible.

• Updating key hotel pages, with accessibility assessments and annotations now complete.

• Enhancing accessibility for flight pages, with many components reviewed and annotated, and others progressing through development.

• Strengthening accessibility across key information pages, with major improvements to the homepage and Travel Info page – now much more inclusive.

• Upgrading global templates on new technology, driving accessibility benefits across thousands of pages.

• Enhancing accessibility across the package holiday experience, with new components designed to meet accessibility standards – some are already live, and others are prepared for development.

• Enhancing our brand colours to improve contrast and readability for users with visual impairments.

• Improving page structure and keyboard navigation for better usability.

• Updating alternative text descriptions to improve clarity for screen reader users.

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 (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.

Monday to Friday: 9am to 7pm

Saturday: 9am to 5pm

Sunday: 10am to 5pm

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 colours 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.

If you need help customising your experience, you can visit AbilityNet's website or check out the Web Accessibility Initiative's tips for customising your computer.

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 in 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 improvements.

• Improving accessibility as we upgrade our websites, ensuring new digital products offer more inclusive experiences.

• 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.

• Continuously improving the design system to enhance accessibility across website components.

• 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.

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.

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 accessibility@tui.co.uk. 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 2nd June 2025. 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.