The TUI IE service offering

Start your holiday by downloading the easy-to-use TUI app. If you add your booking before you depart, we can keep in touch with you every step of the way. Make sure you don’t miss any important information by turning on your app notifications once you’ve downloaded it.

Some of our holidays include rep visits to your hotel, but if yours doesn’t, you can easily get hold of us by phone or through the TUI app. Every hotel’s information page tells you whether your holiday comes with a rep, so if this is important to you, make sure you select a hotel with this service for added peace of mind.

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

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 you’re on holiday is by using the chat function in the TUI app. Or, you can...

  • Call +35319635304 (calls from abroad will be 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.

FAQs

Will I see a rep in my hotel?

If your hotel comes with rep service, you’ll see one around during your stay. If not, you’ll still be able to get 24/7 support on the TUI app and by phone.

Will TUI reps be at the airport when I arrive?

Yes – if you fly with TUI Airways, our airport rep team will be around for your arrival.

How do I book excursions?

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’d like.

How do I find out about my transfers?

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

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 a rep service, you can also speak to them in person when they visit.

How do I raise an issue while away?

We offer support around the clock on the TUI app, and by phone – you can call us on +35319635304. You can talk to someone at your hotel’s reception, too.

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. Or, you can ask for help or request a rep visit by using the TUI app, or by calling us.

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.