Contact TUI customer service

Fastest way to reach TUI

Pick the channel that matches your request — it reduces wait time and avoids transfers:

• Same-day changes, delayed or missed flight, medical assistance — call the phone number above.
• Baggage (lost, damaged, delayed) — start with the airline's online baggage tracer, then follow up by phone if unresolved.
• Refund or reimbursement — submit the online refund form on the official airline website.
• Name change, seat selection, booking modification — easiest through "Manage my booking" on the website; phone as fallback.
• Complaint or feedback — use the written complaint form on the airline's website so the case is traceable.

Common TUI support topics

Baggage claim. If your luggage arrives damaged, missing, or delayed, report it at the airport baggage desk before leaving and keep your baggage tag — the reference number is required for the online tracer. Compensation for lost baggage is governed by the Montreal Convention.

Refunds and reimbursement. Refund eligibility depends on the fare rules of your ticket. Non-refundable tickets may still qualify for a tax refund or travel voucher. When TUI cancels a flight, you can request a full cash refund via the online form regardless of fare class.

Name change and booking modification. Minor spelling corrections (up to 3 characters) are typically free. Larger changes, passenger substitution, or date/route changes follow your fare's change rules — check "Manage my booking" before calling.

Online check-in. TUI online check-in typically opens 24–30 hours before departure. At Manchester Airport and most major hubs, you can drop bags at self-service kiosks. Mobile boarding passes are supported in the airline app.

Special assistance. Request mobility, medical or unaccompanied-minor assistance at least 48 hours before departure through the contact channels above. Bringing a service dog or medical equipment requires advance notification.

Passenger rights in the EU (Regulation 261/2004)

If your TUI flight departs from an EU airport, or arrives at an EU airport operated by an EU carrier, you may be entitled to compensation and care under EU Regulation 261/2004 when:

• your flight is delayed 3 hours or more on arrival;
• your flight is cancelled less than 14 days before departure;
• you are denied boarding due to overbooking.

Compensation ranges from €250 to €600 depending on flight distance, and is not payable for delays caused by extraordinary circumstances such as severe weather or air-traffic control strikes. You are also entitled to meals, refreshments and, where necessary, overnight accommodation during long waits.

This is informational, not legal advice. Submit claims to TUI via the contact channels above, or consult the EU air passenger rights overview on Your Europe.

Frequently asked questions about TUI

What is TUI's customer service phone number?

TUI customer service can be reached at +44 203 451 2688.

What is TUI's customer service email?

You can email TUI customer service at servicecenter@tuifly.com.

Where can I find TUI support online?

Visit https://www.tui.co.uk/ for official support options.

Does TUI customer service offer support in English?

Yes, TUI offers English-speaking customer service. Call +44 203 451 2688 for support in English.

How do I email TUI customer service?

You can email TUI customer service at servicecenter@tuifly.com. Chatbot, WhatsApp and a support form are also available if you need a faster reply.

Is TUI customer service available 24 hours?

TUI customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.

Related airlines

Other airlines based in United Kingdom: British Airways · easyJet · Jet2.com

About TUI

TUI was founded in 1962 and is headquartered in Luton, England. Its primary hub is Manchester Airport (MAN). IATA code BY, ICAO code TOM.