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TUI Complaint Response Time In ance with the EU261, TUI Airways is required to provide a prompt and satisfactory resolution to all customer complaints within 28 days.
Please use our refund request form to apply. You'll need to have your refund credit code to hand. You can use your refund credit to book an alternative holiday, or to pay for an existing booking on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday.
The quickest way to log a claim is to visit our claims website, where you can log your claim and upload any documents needed. If you need to contact us please call 0203 093 0032. Lines open: Monday-Friday 9am to 5pm, Closed Saturday, Sundays and bank holidays.
If you've booked a package holiday, you're entitled to your money back within a guaranteed 14 days in the unlikely event we have to cancel it. You'll also have other options, including the opportunity to change your package booking to another holiday fee-free.
Booking details Departure date. Lead passenger surname. Email address. Please enter the email address you used when you booked, we will use this to send our response to you.