after travel tui contact number

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We were given a phone number for Tui’s after travel team which is 02034512699 but there is a recorded message saying our offices are closed.

We try the main number but after about an hour the line picks up, we can hear voices but then they just hang up. This has been going on for weeks now and we cannot get to speak to anyone.

We have filled in the online form but still nothing.

Does anyone have a number they have managed to get through to Tui on and actually speak to someone please?

Is it an ‘after travel’ issue?

How long have you been waiting since completing the online form?

I doubt there's many "after travel" issues that still need addressing by phone so they probably aren't manning that line, which makes sense under the current circumstances. If it's an ongoing complaint then you'd normally be contacting via email to a specific employee.

If it's a new complaint have you tried emailing them? [email protected]

Yes it’s a really simple issue nothing to do with Covid, they have our £5000 we just need a copy of our booking invoice which we don’t have.

We completed the form a few weeks ago now. We email every other day but still no response.

It doesn’t sound then to be an ‘after travel’ issue so I would give up on that telephone number. You might sit for hours waiting for the line to be picked up only to have someone say they can’t help once it finally gets answered.

Did you book online? Can you access your booking via the online account facilities? Have you looked back for old emails confirming your holiday?

If booked in store, have you looked online at http://TUI.co.uk for contact information whilst shops are closed?

I would stop emailing every few days. That really won’t help. Responses will take time. Even pre Covid TUI would say that it could take up to 28 days for a response to an issue raised via the after travel form being completed or any inbound complaint to them.

We booked online but you cannot access previous bookings as you have to put the date of travel in and it only accepts dates going forward. It is an after travel number we were given via text as the only department who could deal with this. Unfortunately our emails from last year all archived so we cannot find our original booking invoice hence needing a duplicate in order to claim from our insurance company who insist on this. We originally asked for this back in March when we had to cancel our holiday to Mexico so worried that the longer this goes on the less chance we have of getting any money back.

We will keep ringing the main number and hope someone actually answers . Thanks anyway.

Newsflash ** Someone from First Choice just called and everything is now sorted. Apparently the after travel department had been distributed elsewhere to help out but will shortly be back up and running with the phones manned.

Have a great weekend everyone (from a Leeds United fan) 😍

This topic has been closed to new posts due to inactivity.

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Hey, has anyone got a contact for TUI. I can't...

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Hey, has anyone got a contact for TUI. I can't seem to contact them at all & when I call them they don't answer so since i booked in July I've not been able to ask questions / book tours etc. It's very unclear how to contact them. please advise? (I booked through First Choice - Tui)

I cannot get through on the phone to cancel my booking and there's no way for mew to cancel online or on the app. I've been calling for two days and queued yesterday for two and a half hours and eventually had to hang up. No answer. Before then I have called a total of four other times without success..... Today (as I type this), I have been queuing again for 32 minutes so far.... no answer. I work in contact centres at a senior level and these wait times are not good enough................ @Tui ... I have until midnight tonight for you to answer and process my calculation as from tomorrow morning, the cancellation will incur charges (a % of my holiday cost) I refuse to pay as I've been trying to get through to you CONSTANTLY and you are not answering the calls!!!!..... Sort this out TUI!!!... I refuse to be subjected to charges from tomorrow I do not deserve on the basis that I've been calling you for days!!!!!!!!!!

Ive been holding for 1hr 45mins still no answer

We’ve been on hold for the last three days. Six hours up to now and still currently on hold. We have to speak to a customer service advisor. We have been in store and they can’t do what is needed. We can’t do it online or on the app. How are we supposed to do this. Six hours is unacceptable. Thank god for unlimited minutes on the phone. Get your act together TUI. You can book in minutes but changing your booking is near on impossible.

Ive been 3 days on the phone to them and been in at 45mins to an hour on hold and no reply. They offered free amendments which i have to do via call by 10th july and they are not picking up the phone. Its ridiculous and not acceptable. Tui get your finger out ur ass and attend customer queries as i have a feeling this is being done on purpose now

Wish I had the answer!!!! On hold now for 2 hours and waiting.... trying to cancel my holiday with enough notice to avoid penalties. Impossible to cancel on line through Manage my Booking. Come on TUI. What can we do?

They have had your money they don't care

Been trying to get through to special assistance 4 hours and cut off twice impossible to get through to them but the booking line for holidays is a 2 minute wait ????? Dont book with these people treat their customers appallingly

Over the past 2 weeks I have spent a collective time of approximately 11 hours on hold waiting to speak to anyone to process extra medical baggage and disability assistance. Finally got through and booked all requirements. Even so the waiting time is totally unacceptable and stressful. Will think about using another airline with a better customer service reputation.

We have had exactly the same problem with them so now we have lost £500 All because we could not speak to anyone not happy with tui what so ever will never book with them again

I have been on the phone for days same story no-one answers. I downloaded the app and it is the same phone number. Very frustrating! Tui get your staff off furlough and answer some calls - how is the travel industry going to recover if you don't provide any customer service?

Should read customer...sorry

Never again will I book with Tui. They cancelled due to Covid and won't answer the phone number they gave.

Back to jet2 for me.

TUI ARE RUBBISH AT CUDTINER SERVICE.

I’m having problems using a refund voucher they gave me can’t get through

I believe TUI are deliberately making it so difficult to contact them. I was advised 3 months ago they would contact me re my booking for 13th August and I would have amended my holiday. No one has ever tried to contact me by telephone and I have been unable after many hours ( over 30 ) on hold. I got an e mail last Tuesday to say my holiday was going ahead on 13 August but I could amend free if I did it by 10th July. Impossible as I had been trying for months to contact them and now had only 3 days notice to amend it. TUI obviously don’t want me to do this. My husband and I are pensioners both on medication and so cannot risk going abroad now. We will not go and so will lose £1505 a lot of money for pensioners. We tried visiting a TUI store had to queue for 2 days and they did nothing as I had booked online. I hope TUI feels guilty about their disgraceful treatment of their loyal customers like us who have been with TUI for 30years. Martha us at

Try 3PF@Tui but only for third party flights, I managed to get though on the 0203 451 2688 number after an hour but only to be told I need to email the address above to cancel my holiday. They replied with another number 0800 107 1534 and can't get through, spent hours in the queue and then gave up, they won't cancel by email only on the phone. don't really see what difference it makes or perhaps they don't want me to cancel so will never answer the phone.

Well I got through after hours of trying,but because I am disabled I couldn't book on line & required special assistance,after explaining my requirements they said they would see what they could do & get back to me,I have now got a booking that doesn't have my main requirements on the booking plus it is priced @ the shop price & not @ the online price,which is a difference of about £400,since then I have attempted to try & speak to someone when I got through it sounded like a call centre,they just gave me another number to ring & when I have tried this number I get a recording saying we are now closed are working hours are 9 to 5 & this is in the middle of the day.

is an absolute joke, I have 2 phone on repeat dial, cant even get in the queue never mind getting an answer. I got through once last week following a 3 hour wait in a queue, the womoan I spoke to was useless and said info on the net. When I questioned this she hung up on me...

I have tried every number I could find if you get through to them I’ve spent 4 days 5 hours a day trying to get them to answer it’s disgusting

I was booked to go on 2nd May was told after over anhour wait that an e mail would come havent heard a thing. over 70 phone calls and cant get through to anybody. People could have done without this worry.

They are absolutely useless I will never fly with them again I have rang Ten times to try and get a refund and have had to wait for over an hour and half only to be cut off every time That I mention the word cancel.

No acsess to email how will tui conntact me

Good luck with that. Tried several times a day for 5 days and eventually got a response via Facebook. Hubby had a stroke and we wanted to postpone for 12 months. Eventually got an English speaking lady in the Uk who sorted it out for us after getting a call centre somewhere in India and being unable to get them to understand that I didn't want to cancel for £1500+ but wanted to transfer the holiday to 2018. So frustrating at a very difficult time.

If you have the first choice app with your booking information on you will be able to contact them from this app

Hi ,I have the TUI (Thomson) app on iPad and there is a “contact us” section there!

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How to raise a concern?

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Report potential compliance violations

At TUI we are committed to respecting the law and acting with integrity. The Integrity Passport, our TUI Code of Conduct, applies to everyone at TUI and provides guidance on how to deal with key integrity and legal issues.

Our supply chain includes thousands of suppliers in more than 90 countries. We expect our business partners and suppliers to support the principles set out in our TUI Supplier Code and promote them throughout the entire supply chain.

TUI is committed to investigate all potential compliance violations of our Integrity Passport, the TUI Supplier Code of Conduct, our internal policies and applicable laws, including human rights and environmental sustainability.

We encourage anyone who has knowledge or suspicion of an actual or potential compliance violation, related to TUI or caused by a TUI supplier, to use our available channels to report concerns. Customer complaints and questions on TUI products cannot be processed through the whistleblower system or the listed reporting channels. Please contact the TUI Customer Service for support .

Whistleblowers will not suffer any adverse consequences if they report a possible violation in good faith.

All information on how to raise a concern can be found in the following overview. This is also available as a download on the right-hand side.

At TUI, we are committed to respecting the laws and acting with integrity. Integrity to us means doing the right thing even if no one is watching. That we do what we say.

The Integrity Passport, our TUI Code of Conduct, applies to everyone at TUI from trainee to Board Member. It sets out our general ways of working. It gives guidance on how to deal with the most important integrity and legal topics in our daily work – with our colleagues, our customers, our business partners and other third parties.

We work for a company with an excellent reputation, and we want to be not only proud of our achievements, but also of how we achieve success. When taking decisions in our daily work, we strive to protect the excellent reputation and brand value of TUI which has been built up over decades.

Our supply chain covers thousands of suppliers in more than 90 countries, including manufacturers of aircraft and cruise ships, laundry and other services provided to our hotels, tourist guides and other services our customers use in destination.

We believe that a shared commitment to conducting business with integrity ensures sustainable, long-lasting relationships where all parties benefit. We ask our business partners and suppliers to comply with the principles set out in our Supplier Code of Conduct and to implement them throughout their own supply chain.

2 Raising a concern

TUI is committed to address any potential compliance violation of our Integrity Passport, the Supplier Code of Conduct, our internal policies and applicable laws, including human rights and environmental sustainability. We promote a culture of open communication and trust. We encourage our employees, business partners and anyone who has knowledge or is potentially affected by potential risks or violations to speak up and raise their concerns.

The following describes how to raise a concern about an actual or potential compliance violation without fear of retaliation and how such reports are handled within TUI.

We encourage everyone to report any concerns about actual or potential violation of our Integrity Passport, our Supplier Code of Conduct, our internal policies and applicable laws, including human rights and environmental sustainability (further referred to as ‘Compliance Violations’). This should be made in good faith, i.e. there should be at least a reasonable ground to believe the reported circumstances are true. Reported concerns can relate to:

• Integrity Passport and TUI internal policies, e.g. violations against fair competition, anti-bribery and anti-corruption. Examples: offering money to the decision-maker of a possible client to be awarded a contract; or ccollusion with another company offering the same service to achieve a certain price.
• Human rights and environmental risks or violations in the supply chain, e.g. disregard of occupational health and safety, working time, freedom of association, child labour, forced labour. Examples: hotel staff working excessive working hours, workers at suppliers are not adequately protected from accidents at work.
• Other violations of federal and federal states legislation and directly applicable legal acts of the European Union and the European Atomic Energy Community.
• National criminal law offences.
• Certain administrative offences regardless of EU origin if aimed to protect life, limb, health or rights of employees or their representatives.

TUI encourages everyone who has the knowledge or suspicion about an actual or a potential Compliance Violation caused by the economic activities of TUI or by a supplier of TUI to use the available channels to report concerns.

In case of a suspicion or knowledge about an actual or potential Compliance Violation, it should be reported promptly using the available channels. We want to avoid potential harm and address any concerns quickly and effectively. 

3 How to report a concern?

The channels described below are open to everyone who wishes to report a concern about an actual or a potential Compliance Violation caused by the economic activities of TUI in its own business area or by a supplier of TUI. 

If you are a TUI employee first, try addressing the matter with the person whose conduct is concerning you. If you think that this is not adequate, you should talk to your line manager, HR or Legal contact or the Integrity & Compliance Team via [email protected]. However, when reporting through those channels is not possible or does not feel right or where you believe that a serious violation may be taking place, we encourage you to share your concerns via the TUI SpeakUp Line (either via the confidential telephone or website).

More information can be found on GROUP smile and local intranet pages or requested via [email protected].

If you are not a TUI employee (e.g. customer, supplier, worker at a supplier, former employee, local resident or other), please reach out to your TUI contact person to report your concern.

Information can be found on the TUI Suppliers website or the Partners website .

However, if for whatever reason this is not possible or does not feel right or where you believe that a serious violation may be taking place, we encourage you to share your concerns via the TUI SpeakUp Line (either via the confidential telephone or website).

All persons wishing to report a concern also have the option of submitting an external report to the responsible federal, state or European Union bodies, institutions or other agencies. In particular, the following external reporting channels come into consideration in Germany:

• Central external reporting office of the Federal Office of Justice (Bundesamt für Justiz)
• Whistle-blower system of the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht)
• The Whistle-blower system of the Federal Cartel Office (Bundeskartellamt).

Information on reporting channels in other countries can be requested via  [email protected] .

4 What is the TUI SpeakUp Line and how to use it?

TUI is committed to protect anyone who raises concerns. The TUI SpeakUp Line, our whistle-blower hotline, is a confidential channel to anonymously report concerns to our Integrity & Compliance Team 365/24/7 via phone or internet. The reports are handled by the Integrity & Compliance Team itself or passed on to the respective responsible department. The system is provided and operated by People InTouch, an external provider based in Amsterdam, the Netherlands.

The TUI SpeakUp Line offers two ways to make a report:

• A secured website : www.speakupfeedback.eu/web/tuiexternal/
• A telephone line for recording a message in a simple and guided way in a variety of languages. The list of phone numbers, including free-of-charge numbers where possible, can be also found on the secured website link or in overview linked here .

The TUI SpeakUp Line is free of charge (except for local telephone fees).

If you suspect or know about an actual or potential Compliance Violation, please raise the issue as soon as possible providing information you consider as relevant supported by evidence, if available. The secured website allows for the uploading of supporting documentation.

The report should contain as much information as possible to provide a full picture of the observed violation, especially details about:

• WHAT HAPPENED (the nature of the issue, rules or laws affected)
• WHEN (the issue occurred or is about to occur; for how long it has lasted; when did it stop
• WHO (has been involved or is aware of the issue and could provide more details)
• WHERE (in which country or at which supplier did the issue occur).

Since the reports can be done in a great variety of languages, the Integrity & Compliance Team will receive translations to facilitate the communication and prompt handling.

When making the report via phone or the secured website, the messenger will be provided with a unique case number. With this case number, the messenger will be able to log in to our SpeakUp Line and further communicate with the Integrity & Compliance Team and stay in touch.

Here are some tips for using the TUI SpeakUp Line:

• If you do not feel comfortable about leaving a telephone message, ask someone else whom you trust to leave it on the SpeakUp telephone system on your behalf, or leave a web message.
• The system can be accessed from home or any other location if you are concerned about being overhead or observed leaving a message at work.
• Leave your message at a time of your own choosing. The system is available 365/24/7 from any telephone or computer. 
• When you leave your message, make sure you have made up your mind as to whether or not you wish to remain anonymous.
• When you leave your message, make sure you have thought about the amount and type of information you want to include in your message. However, you have the possibility to add information at a later stage.
• To speed up the process of a possible investigation, give as much information as possible to strengthen your message, i.e. names, location, invoice number etc., spelling out any difficult words.
• If you have proof of your case in electronic form, please use the "upload document" facility on the SpeakUp web system. You can also use this web facility when leaving a message by telephone; you simply need to input the case number you received.
• It is important to note down and remember the unique case number that was provided via the system when making the report. This will allow you to log in via web or via phone and receive the confirmation of the report and other feedback (next steps, additional questions) provided by the Integrity & Compliance Team.
• Please check regularly whether a response has been left for you. If you left a message via the telephone system, you can either do that via the web system or the telephone system. Otherwise, please use the web system to check for the response.

The TUI SpeakUp Line allows anonymous reporting. The reports are handled with great care and are available to a small number of individuals from the Integrity & Compliance Team. We encourage messengers to identify themselves (by sharing their name, position, and contact details) when making a report to allow a more efficient communication and better handling of the report. Nevertheless, if anyone doesn’t feel comfortable about disclosing the identity, the report can be done anonymously.

The reports left via phone or online are initially received by People InTouch and shared in text form with our Integrity & Compliance Team for further evaluation. Since the reports can be done in a great variety of languages, we receive translations to facilitate the communication and prompt handling. The original audio message and/or IP identification of the messenger is not accessible by TUI.

If the identity and/or other non-public information was shared by the person who made the report, it will be treated confidentially and in accordance with the applicable data protection laws. The TUI Speak Up Line is operated in a secure manner to ensure the confidentiality of the identity of the reporting person and other related information, in particular any information on person(s) named in a report.

Such information will only be shared on a need-to-know basis, within authorised persons within TUI empowered to handle the report, or with external advisors and counsel, who are also committed to handle the information confidentially.

In particular cases, TUI may also need to share the information relating to the report with competent authorities. When legally allowed and feasible in the circumstances, the messenger will be informed about such intention.

5 How are SpeakUp reports handled within TUI?

Reports made via TUI SpeakUp Line are received and handled by the Integrity & Compliance Team with the required care and professionalism. Once a report is made through the TUI SpeakUp Line, the team will receive the report (translated if needed) within approx. 24 hours. The Integrity & Compliance Team will make an initial assessment of the report that includes a plausibility check and the decision on next steps. The initial assessment might result in either starting an internal investigation of the reported concern or closing the report if there is no justification for further investigation, e.g. no indication for violation or misconduct.

Depending on the nature of the issue the report might be investigated not directly by the Integrity & Compliance Team and the communication with the messenger handed over to the respective responsible department e.g. Group Audit, Group Sustainability, Group Health & Safety per internal procedures and risk ownership. Persons entrusted with the conduct of proceedings are ensured to be impartial, be independent and not bound by instructions and sworn to confidentiality.

Confirmation of receipt of the report as well as the first answer with regards to the initial assessment of the report based on the information shared, along with a summary of the matter raised and next steps will be provided to the messenger within 7 (seven) working days after the concern was raised via SpeakUp. If necessary (e.g., for investigation purposes) and possible (e.g., if a report was not made anonymously), the Integrity and Compliance Team may contact the messenger to discuss the facts.

Using the unique case number obtained when making the report, the messenger will be able to log in via web or via phone to obtain the receipt confirmation of the report and stay in touch with the Integrity & Compliance Team.

Should the initial assessment result in the start of an investigation, the Integrity & Compliance Team will monitor the progress of handling the report in accordance with the internal procedures and will provide the messenger with feedback, to the extent allowed by law, if sharing such feedback does not jeopardise the inquiry of the report, personal rights of individuals involved or others.

Should the initial assessment result in the closure of the report with no further investigation, the messenger will be informed about the reason and have the possibility to take position on the decision within 30 (thirty) working days before the report will be closed in SpeakUp. The messenger can nevertheless submit a new report via the TUI SpeakUp Line or raise the matter, especially if new circumstances came to light. If the messenger is not satisfied with the outcome of the decision, the concern may be readdressed with TUI and a further review or consideration requested. There may be circumstances during the initial review or investigation of the report where clarification on certain aspects or request for additional documentation from the messenger might be needed. In such circumstances the purpose of seeking clarification or additional documentation will be given and the messenger will be provided with feedback on the status of the report at that time.

Upon closure of the investigation by TUI, the messenger will be informed, to the extent possible, about the findings and about the remedies or follow-up actions resulting from the findings within 3 (three) months after the initial response. If the messenger is not satisfied with the outcome of the investigation, the concern may be readdressed with TUI and a further review or consideration initiated. Following the final response, the report will be closed in SpeakUp Line after 30 working days if no follow-up communication was received from the messenger. For clarification purposes: the implementation of preventive and/or remedial measures will not be affected by this. The messenger can nevertheless submit a new report via the TUI SpeakUp Line.

If a person reports a potential violation in good faith, TUI will keep this confidential and protect the identity of the messenger. Whether or not this turns out to be valid, the person will not be subject to retaliatory or disciplinary action or to any other adverse consequences.

TUI will not tolerate any form of retaliation, including the threat of retaliation against reporting persons who made their reports in good faith. Furthermore, TUI does not tolerate any form of retaliation against:

• Any third person connected with the reporting person, e.g. colleagues and relatives, who could suffer retaliation in a work-related context,
• Anyone who assisted a reporting person in the reporting process.

For this purpose TUI has established internal rules to ensure protection of reporting persons and the associated persons stated above. In particular, protected persons shall not be considered to have breached any restriction on disclosure of information, and they shall not incur any liability in this regard, as far as the legal influence of TUI reaches. This is under the condition that they had at least reasonable grounds to believe that the reporting or public disclosure of such information was necessary for making the report.

Our prohibition against adverse consequences covers any direct or indirect act or omission within TUI’s reach of legal influence, which can harm a reporting person as a result of reporting a concern, e.g.:

• Suspension, lay-off, dismissal or equivalent measures
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TUI is committed to complying with applicable data protection and privacy legislation. TUI documents every report received. These records will be kept confidentially. The records will be stored no longer than necessary and proportionate in order to comply with any legal requirements.

Questions on raising concerns with TUI can be sent to the Integrity & Compliance Team. Customer complaints or questions on TUI products are not considered compliance reports. Please contact the  TUI Customer Service for support.

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