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TUI customer service: phone numbers, complaints and claims

TUI Airways flights are sold mostly as part of TUI UK holidays, so one contact centre handles both. TUI has no general live chat; it uses phone lines, a 24/7 number while you are away and separate online forms for complaints, flight delay claims and luggage. These are the routes on tui.co.uk, checked 10 November 2026.

By the EU261 Flight Delay editorial team Last reviewed: How we write our guides

Check compensation or start a claim with AirHelp straight away

In short: Holidays and flights: 0203 451 2688 – Monday to Friday 9am–7pm, Saturday 9am–5pm, Sunday 10am–5pm. While away (24/7): +44 20 3830 3111. Assisted travel: 0800 145 6920. Complaints after travel: online feedback form – TUI contacts the lead passenger within 28 days. Delay compensation: the flight delay form (TUI Airways flights only). Escalation: AviationADR. Checked 10 November 2026 on tui.co.uk.

TUI phone numbers and opening hours

From TUI’s Contact us page:

LineNumberHours
Holidays and flights (also groups of 16+, weddings, and cruises via the menu)0203 451 2688Monday–Friday 9am–7pm; Saturday 9am–5pm; Sunday 10am–5pm
Assisted travel0800 145 6920Same hours
While you are away+44 20 3830 311124 hours a day, 7 days a week
  • TUI says the 24/7 line is charged at international rates when you call from abroad. It gives no price for the other lines: 020 numbers cost the same as any UK landline call, and 0800 numbers are free from UK phones.
  • BSL users can contact TUI through the Convo video relay service.
  • TUI stores can be reached via the store finder; their hours differ from the contact centre.

No live chat – the online forms instead

TUI’s contact page lists no general live chat (only Sensatori guests get a chat with a dedicated expert). Written contact goes through forms, each for one purpose:

PurposeForm
Feedback or complaint after your holiday or flightAfter-travel feedback form – booking reference and departure date needed
Delay or cancellation compensationFlight delay form – flight number needed
Delayed, lost or damaged luggageLuggage claims page
Questions before you travelThe pre-travel help page and FAQs

How to complain and how to claim compensation

TUI describes a three-step complaints route:

  1. In resort: tell a TUI team member or the hotel management straight away; the TUI Guest Experience Centre is available 24/7.
  2. After you get home: if it was not resolved, TUI asks you to get in touch within 28 days of returning using the after-travel form. It says it will contact the lead passenger within 28 days. If you booked through a non-TUI travel agent, contact the agent instead.
  3. Still unresolved: independent review, below.

Flight compensation is separate. The flight delay form is only for flights operated by TUI Airways. TUI asks you to wait 72 hours after a cancellation before claiming and says it aims to process claims within 14 days. Amounts are £220 / £350 / £520 under UK261 (€250 / €400 / €600 on flights from the EU). Our TUI claim guide explains the form; TUI cancelled flights covers cancellations, and package holiday rights what TUI owes as tour operator.

Check your TUI Airways flight

Two minutes, free, no sign-up.

What happened?Step 1 of 4

What happened to your flight?
Where did you fly from and to?

With a connection, enter your first departure and your final destination – compensation is based on the total distance.

How late did you arrive at your final destination?

What counts is when the aircraft doors opened at your destination – not the departure delay.

When were you told about the cancellation?
When did you arrive on the replacement flight?
Which airline operated the flight?
When was the flight?

How many passengers were on the booking?

1 passenger

Every passenger gets their own compensation, children too. Infants under 2 without their own seat do not count.

  • Free, no sign-up
  • Fee only if successful (35%)
  • AirHelp: Trustpilot 4.5/5

Rather skip the questions? Start a claim with AirHelp straight away

Luggage and refunds

  • Luggage: report the problem at the airport before leaving and get a Property Irregularity Report, then use TUI’s luggage claims page. Damage goes through TUI’s partner damagedluggage.com within 7 days; a delayed bag is claimed in writing within 21 days of getting it back. Details: TUI baggage claims.
  • Refunds: if TUI cancels a flight, you choose a refund or a replacement flight; if it cancels a package, the Package Travel Regulations require a refund within 14 days. See TUI refunds.

Escalation: AviationADR and ABTA

TUI’s contact page names AviationADR for claims it cannot resolve. You can apply through the online complaint form at cdrl.org.uk, or by post with a completed paper form to Consumer Dispute Resolution Limited, Unit 5, Homelands, Higher Union Road, Kingsbridge, TQ7 1EQ. TUI lists 0203 540 8063 for people who need reasonable adjustments, and AviationADR support hours of Monday–Friday 9am–5:30pm. It is free for passengers.

AviationADR covers TUI Airways as an airline. Complaints about the holiday itself go to ABTA’s scheme. See ADR schemes, our ADR complaint template and, for background, the CAA route.

Frequently asked questions

What is the TUI customer service number?

0203 451 2688 for holidays and flights, open Monday to Friday 9am–7pm, Saturday 9am–5pm and Sunday 10am–5pm. While you are away, TUI’s 24/7 line is +44 20 3830 3111. Checked 10 November 2026.

Does TUI have live chat?

Not as a general service. TUI’s contact page lists phone lines and online forms; only Sensatori guests get a chat with a dedicated expert.

How long do I have to complain to TUI?

TUI asks you to get in touch within 28 days of returning if a problem was not solved in resort, and says it will contact the lead passenger within 28 days. Legal claims for compensation can be brought for much longer – see time limits.

Where do I go if TUI rejects my flight delay claim?

To AviationADR, the free CAA-approved scheme TUI Airways belongs to. Package holiday complaints go to ABTA instead.

The TUI Airways name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with TUI Airways. Information only, not legal advice.

Sources

  1. Contact us – TUI UK
  2. Flight delay claim form – TUI UK
  3. Flight delay information – TUI UK
  4. Luggage claims – TUI UK
  5. Alternative dispute resolution (ADR) – UK Civil Aviation Authority

We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.