Contact TUI customer service
Contact TUI UK customer service on +44 203 451 2688 (Mon–Fri 07:30–22:30). Email, TUI app and booking management on tui.co.uk.
Calling TUI: the practical view
TUI Airways and its German equivalent TUI fly are the in-house airlines of the German tourism conglomerate TUI Group. The customer service model reflects the package-holiday focus — most bookings come through the parent TUI travel agency rather than direct, and support routes accordingly. Direct-booked passengers can find call centres less prioritised.
TUI support channels in practice
TUI offers several support channels and they vary substantially in usefulness. Here's which one to reach for, depending on what you need.
Customers who booked via TUI Group package holidays get priority routing. Direct-booked passengers route through general support.
TUI's app handles routine changes for both direct bookings and TUI Group package bookings.
TUI at its best and worst
Watch out
- Direct-booked passengers can be deprioritised vs package-booked.
- Multi-AOC structure can complicate cross-country support routing.
At a glance — TUI
TUI operates multiple AOCs: TUI Airways (UK), TUI fly (Germany), TUI fly Netherlands, TUI fly Belgium, TUI fly Nordic. The combined fleet of around 150 aircraft (Boeing 737, 787) covers European leisure destinations, the Mediterranean, the Canary Islands, and selected long-haul.
- HQ
- Luton, England
- Primary hub
- Manchester Airport (MAN)
Common TUI support topics
Most calls to TUI customer service fall into four categories: baggage (lost, damaged or delayed luggage), refunds (after a cancellation or schedule change), name and booking changes, and same-day disruption (delays, rebookings, missed connections). Each has a different best channel — phone is usually wrong for the first two, and the right channel for the last two.
For a detailed walk-through of each scenario — including timelines, what evidence to collect, and which jurisdictional rules apply — see our editorial guides:
- Airline baggage claims: lost, damaged and delayed luggage — the 7-day deadline, Montreal Convention limits, and how to file a PIR.
- Airline refunds and vouchers — when you're owed cash (not a voucher), how long the airline has, and how to dispute a refusal.
- How to reach airline customer service fastest — channel-by-channel playbook with IVR tactics.
Passenger rights when flying TUI in the EU
If your TUI flight departs from an EU airport — or arrives in the EU on TUI metal — you may be entitled to fixed cash compensation between €250 and €600 per passenger under EU Regulation 261/2004, separate from any refund. The threshold for the compensation right is a delay of 3 hours or more on arrival, a cancellation less than 14 days before departure, or denied boarding due to overbooking. The right to care (meals, accommodation during long waits) applies even when no cash compensation is owed.
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.