Get through to TUI without the hold queue
TUI sells package holidays, so a problem with one is a problem with several things at once: the flight, the hotel, the transfer. The phone line handles it all through one menu, with its own 24-hour number for people who are abroad right now.
TUI customer service
0203 451 2688- Opening hours
- Mon to Fri 9am to 7pm, Sat 9am to 5pm, Sun 10am to 5pm
- When you ring
- One number covers holidays, flights, cruises and groups; pick the option for yours.
- Worth knowing
- TUI says the app is the way to reach them while you're away. Complaints after you're home go through a web form rather than the phone.
Other lines
- Assisted travel0800 145 6920
- While you're away, 24 hours+44 20 3830 3111
Number checked against TUI's own site on 10 October 2026. Call charges may apply if you ring it yourself.
What HoldMyCall does on a TUI call
- 1
Dials and waits
It rings 0203 451 2688, works through the menu and sits in the queue for up to an hour. You get on with your day.
- 2
Has the conversation
It introduces itself as an AI assistant calling on your behalf, gives the details you provided when asked, and keeps asking for the outcome you wanted.
- 3
Reports back
A summary, whether it got what you asked for, any reference numbers, and the full transcript and recording. If they insist on speaking to you, your phone rings and one keypress joins the live call.
Things people ask it to sort with TUI
Chase a complaint
“I submitted a holiday complaint form five weeks ago and haven't had a reply. Find out its status and when I'll hear.”
Change a booking
“Find out whether we can change the dates on our booking by one week, what it would cost, and what the deadline is. Don't make the change.”
Claim for a delayed flight
“Our return flight was delayed by over four hours. Find out how to claim compensation and what reference I need.”
Have these ready
Whether you ring or the assistant does, TUI will want some of these before they will talk about your account.
- Booking reference
- Lead passenger's name
- Travel dates and the hotel or flight involved
Save them once in Settings and every call starts with them filled in. The assistant only gives a detail when it is asked for it, and it is hard-coded to refuse payments and contract changes.
Other ways to reach TUI
You sometimes get an answer faster by another route. These are the ones TUI publishes.
- The TUI app, including help in resort
- Online forms for complaints, delayed flight claims and luggage claims
- BSL video relay through SignLive
- Your local TUI shop
If TUI won't sort it
Report a problem to your rep or the hotel while you're there. If it isn't fixed, submit the complaint form within 28 days of getting home; TUI replies to the lead passenger within 28 days.
AviationADR, for flight-related claims. Free, after TUI's final answer or 8 weeks without one.
Let it ring TUI for you.
First 5 calls are free while we're in beta. The assistant never pretends to be human, and every word is yours to keep.