Help & Support

Already booked with TUI.co.uk?

If you’ve made a booking on our sister website TUI.co.uk please contact their customer service team who will be able to access your booking and answer any questions you have:

Contact the TUI.co.uk team

Speak to the team

To discuss any new or existing NHS bookings, please call us on

0204 578 0978

Email us your NHS booking queries

If you have a question that is not covered in the FAQ provided below, feel free to email our team:


FAQ Categories

Frequently Asked Questions

Can I book without a NHS email?

Unfortunately not – you will need to have a NHS email address to make a qualify for NHS discount.

Can I change the booking to my personal email address?

Yes, no problem!  Just send your request to nhsadmin@tui.co.uk from the NHS email address used when you made your booking.  Please include your booking reference and the email address you want to amend to.

Who is eligible to use TUI Holidays for Heroes?

The TUI Holidays for Heroes website is open to any staff member of the NHS. All bookings must be made using a valid NHS email address to validate your eligibility, belonging to one of the passengers on the booking.

What payment do you accept?

We accept payment by Delta, Switch/Maestro, Mastercard and Visa.

Are there any additional charges I should be aware of?

Generally, all taxes, surcharges and supplements are included in the holiday prices advertised on our website. If you are travelling to a longhaul destination there may be a departure tax to pay locally. If you are unsure about your chosen destination please call us for further details.

Holiday prices can change quickly and we are reliant upon our tour operators to provide us with the most up to date price. Rest assured however, that the price you see on the final costing screen is the price you will pay.

Are there any flexible payment options?

We offer a deposit and part payment scheme for Package Holidays if you are booking your holiday more than 12 weeks ahead of the departure date. You will be required to pay a deposit immediately and you will be given a date to pay the outstanding balance, allowing you to pay for your holiday with as many payments as you wish. If you are booking your package holiday less than 12 weeks before departure, you must pay the costs in full immediately.

How do I arrange in-flight meals and extra baggage allowances?

On short and medium haul flights it is not possible to prepay for meals when flying with TUI, but there is food available that can be purchased on board. For Cape Verde and long haul, meals are provided unless you book within four days of travel.

Baggage – at the booking stage, dependent on the holiday, you are given the option to arrange extra baggage allowances. If you have already booked your holiday and you wish to add these options, call our customer services team on 0204 578 0978.

I’ve booked my holiday – what happens next?

We will send you an email confirming your holiday details and your booking reference number. We advise that you print out a copy of this email or save it for your own records.

When will my tickets arrive?

Once we have received full payment for your forthcoming holiday, ticket confirmation will be sent to you in due course. This will usually be in the form of an E-ticket. E-Tickets look very much like your booking confirmation, but will state the wording E-ticket document at the top of the first page and will give details of all applicable information i.e. flight timings, transfers, accommodation. If you are travelling with TUI or First Choice, you will receive your E-Tickets/Confirmation as one document approximately 48 hours prior to travel. If you’re booking within 14 days of departure, your booking confirmation will also be your E-ticket. Upon receipt of your E-ticket you will receive no further confirmation from us, as your E-ticket along with your passport(s) & any other travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us within 48 hours before you travel, please contact our Customer Services team on 0204 578 0978.

Can I make changes to my holiday?

Yes changes can be made but depending on when you booked and when you travel there may be amendment fees as per your Tour Operator Agreement. However, if the NHS ask you not to travel due to a call of duty one free date amendment will be allowed providing this is not within 28 days of your departure date. If you amend to a lower cost holiday, we will refund the difference in price. If the holiday you choose to amend to is more expensive than their original holiday, then you will need to pay the difference in price. Please contact our customer services department on 0204 578 0978.

What if my details are incorrect?

You must notify customer services on 0204 578 0978 immediately if any details are incorrect.

What if I want to cancel my holiday?

If you wish to cancel your holiday the passenger who made the booking can call our customer services department on 0204 578 0978 or if an email was given at the time of booking you can email customer services on nhsadmin@tui.co.uk

Cancellation charges will be applied by the tour operator, in line with their terms of booking.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

Call centre opening times

After Sales

If you have already booked a holiday and need to contact us, call:

Call centre opening times