Sales Enquiries

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

0203 451 2667

Call centre opening times

Monday - Thursday 9:00am - 9:00pm
Friday 9:00am - 8:00pm
Saturday 9:00am - 8:00pm
Sunday 9:30am - 7:30pm

After Sales

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

0203 451 2666

Call centre opening times

Monday - Thursday 9:00am - 7:00pm
Friday 9:00am - 7:00pm
Saturday 9:00am - 5:00pm
Sunday CLOSED

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

 

Already booked with NHS.tui.co.uk - TUI Holidays for Heroes?

Call to discuss your NHS booking

If you have already booked a holiday using NHS.tui.co.uk and you have a question, please contact our customer service team on:

0203 451 2666

View opening times

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:

nhsadmin@tui.co.uk

FAQ Categories

Frequently Asked Questions

Cookie Notice

About cookies and similar technologies

nhs.tui.co.uk is a website owned and operated by TUI UK Retail Limited (referred to in this Notice as “we” or “us”), part of the TUI Group uses cookies and similar technologies (together “cookies”). Cookies are small data files uploaded on your device when you visit a website or mobile app. Cookies allow a website or a mobile app to collect and store a range of data on your devices. Some cookies are essential, while others allow us to enhance your experience, personalise content and adverts across your devices, and provide insights into how our website and mobile apps are being used.

We use Session Cookies which will automatically expire at the end of your browser session on our website and mobile apps. These are generally used for security purposes or to facilitate your use of our website or mobile apps. For example, we use session cookies to analyse the traffic on our website but also to remember the content of your online shopping basket. 

We may also use Persistent Cookies which will be stored for a longer period depending on the nature of their purpose. For example, persistent cookies are used to remember your preferences and choices when you use our website or for targeted advertising purposes.

Essential Cookies

Essential cookies enable core functionality such as the online shopping basket. Our website and mobile apps cannot function properly without these cookies. Therefore, we don’t request your permission to use essential cookies.

We also use essential cookies for security, network management, accessibility and to help webpage to load quickly. They help us to keep track of what you are booking as you move through each stage of the booking process.  Without them the online booking process cannot take place. 

The following essential cookies are placed on your device.

 

Name Provider Description Expiry Period
aeids nhs.tui.co.uk This maintains the status of the abandonment email to send to the customer 30 days
ap_ctb_count nhs.tui.co.uk This tracks the number of holidays which are unavailable to book online that are viewed by a customer in a day 1 day
hhdata nhs.tui.co.uk Anonymous identification of a user on the site, to facilitate their progression through the booking journey from search to booking. This is used to link the customers searches, holidays viewed and choices they make as they progress through the booking journey. 2 years
SearchComponent_IsFirstTimeUser nhs.tui.co.uk Used to determine first time users in order to display guidance on using the website 360 days
Set nhs.tui.co.uk A default value stored to identify when an Account ID was unable to be created Session
UpdateResults_IsFirstTimeUser nhs.tui.co.uk Used to determine first time users in order to display guidance on using the website 360 days
urlRef nhs.tui.co.uk Used to distinguish genuine customer redirects to the accommodation landing pages Session
_hjAbsoluteSessionInProgress Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. This cookie is used to detect the first pageview session of a user. This is a True/False flag set by the cookie. 30 minutes
_hjCachedUserAttributes Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. This cookie stores User Attributes which are sent through the Hotjar Identify API, whenever the user is not in the sample. These attributes will only be saved if the user interacts with a Hotjar Feedback tool. Session
_hjClosedSurveyInvites Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. Hotjar cookie that is set once a visitor interacts with an External Link Survey invitation modal. It is used to ensure that the same invite does not reappear if it has already been shown. 365 days
_hjDonePolls Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. Hotjar cookie that is set once a visitor completes a survey using the On-site Survey widget. It is used to ensure that the same survey does not reappear if it has already been filled in. 365 days
_hjFirstSeen Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. This is set to identify a new user’s first session. It stores a true/false value, indicating whether this was the first time Hotjar saw this user. It is used by Recording filters to identify new user sessions. Session
_hjid Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. Hotjar cookie that is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID. 365 days
_hjIncludedInPageviewSample Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site’s pageview limit. 30 minutes
_hjIncludedInSessionSample Hotjar These cookies are used to collect information about how people use the website. This allows us to make sure the website is meeting your needs and understand what we could improve. This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site’s daily session limit. 30 minutes
_hjLocalStorageTest Hotjar This cookie is used to check if the Hotjar Tracking Script can use local storage. If it can, a value of 1 is set in this cookie. The data stored in_hjLocalStorageTest has no expiration time, but it is deleted almost immediately after it is created. Under 100ms
_hjMinimizedPolls Hotjar Hotjar cookie that is set once a visitor minimizes an On-site Survey widget. It is used to ensure that the widget stays minimized when the visitor navigates through your site. 365 days
_hjRecordingEnabled Hotjar This is added when a Recording starts and is read when the recording module is initialized to see if the user is already in a recording in a particular session. Session
_hjRecordingLastActivity Hotjar This should be found in Session storage (as opposed to cookies). This gets updated when a visitor recording starts and when data is sent through the WebSocket (the visitor performs an action that Hotjar records). Session
_hjShownFeedbackMessage Hotjar Hotjar cookie that is set when a visitor minimizes or completes Incoming Feedback. This is done so that the Incoming Feedback will load as minimized immediately if the visitor navigates to another page where it is set to show. 365 days
_hjTLDTest Hotjar When the Hotjar script executes we try to determine the most generic cookie path we should use, instead of the page hostname. This is done so that cookies can be shared across subdomains (where applicable). To determine this, we try to store the _hjTLDTest cookie for different URL substring alternatives until it fails. After this check, the cookie is removed. Session
_hjUserAttributesHash Hotjar User Attributes sent through the Hotjar Identify API are cached for the duration of the session in order to know when an attribute has changed and needs to be updated. Session
hjViewportId Hotjar This stores information about the user viewport such as size and dimensions. Session
lhnContact Live Help Now Required to operate the Live Chat function on the website 2 years
lhnJWT Live Help Now Required to operate the Live Chat function on the website 1 day
lhnRefresh Live Help Now Required to operate the Live Chat function on the website 7 days

Non-essential Cookies

Non-essential cookies help us make your experience better, improve the performance of our website and mobile apps and deliver relevant online, customer tailored advertising. They won’t be placed on your device or collect any of your information unless you give your permission to do so. Some non-essential cookies are placed by us and some by third parties.

These cookies improve the way our website and mobile apps work and provide you with enhanced, more personal features. For example, they collect data on how you use our website and help us assess and improve the way it works. They also help us to remember your preferences, recent searches, and shortlisted holidays, to make it easy for you to return to the previous search.

We currently set no personalisation cookies.

These cookies help us to deliver relevant online advertising and to measure the effectiveness of our marketing communications. They collect data about your online behaviour, IP address, the website you arrived from, information about your purchase history or the content of your shopping basket, so that we can try to predict what other products, services, and information you might be most interested in. For example, to suggest flights from your nearest airport, holidays in destinations you have shown interest in or products you might like. They also tell us if you have seen a specific advert, how long it has been since you saw it and control the number of times you are shown an advert. They also tell us if you have opened a marketing email that we sent you.

 

By not accepting these cookies, you may continue to see adverts on our website, mobile apps and on other organisations’ websites. The adverts you see will not be personalised or based on information from your past online behaviour, purchase history or the content of your shopping basket.

 

The following targeting & advertising cookies are placed on your device by us or a third party.

 

Name Provider Description Expiry Period
irclickid Impact Used for affiliate trafficking so we are able to match the booking back to the correct referring affiliate partner. For example, this is necessary to award any cashback payments the customer may be eligible for. 30 days
IR_gbd Impact This is the base domain cookie, set on host site. This is under the part of UTT tracking of web events. Session
IR_10316 Impact This is a current session cookie. The activity is updated everytime the page loads. This is as part of UTT API implementation for tracking web events. Session
IR_PI Impact Impact radius tracking is set on advertisers page and drops cookies when the user clicks on banner/ad. These are first party cookie’s which are set on advertisers domain. This part of UTT javascript functions and works based on unique identifier UUID keys. 2 years
MailChimpID MailChimp Contains the Mailchimp ID used to track email marketing performance within Google Analytics 30 days
peclosed Push Engage Stores the value when subscription opt-in was closed. min 1 days, max:- 5 years (when the user is subscribed)
PushSubscriberStatus Push Engage Used to get the status of the subscriber. 365 days

Your choices when it comes to cookies

You can manage non-essential cookies and change your preferences at any time in Manage Cookie Preferences in the website footer. You can adjust the available sliders to ‘On’ or ‘Off’, then click ‘Save and Close’. You may need to refresh your page for your settings to take effect.

Alternatively, you can use your browser settings to accept or reject new cookies and to delete existing persistent cookies. You can also set your browser to notify you each time new cookies are placed on your device. You can find more detailed information about how you can manage cookies at All About Cookies and Your Online Choices.

You can find out how to manage cookies on popular browsers:

If you choose to disable some or all cookies, you may not be able to make full use of our website or mobile apps as it may disable some of our essential cookies. For example, you may not be able to add items to your shopping basket, proceed to checkout, or use any of our products and services that require you to sign in.

Google Analytics

Google Analytics helps us to understand how you interact with our website by collecting and reporting information anonymously. We use Google Analytics to help us analyse the information collected. It also reports website trends without identifying individual visitors. You can opt out of Google Analytics without affecting how you visit our website – for more information on opting out of being tracked by Google Analytics across all websites you use, visit: http://tools.google.com/dlpage/gaoptout

Changes to our Notice

This Notice replaces all previous versions. We may change the Notice at any time so please check it regularly on our website for any updates. If changes are significant, we will provide a prominent notice on our website including, if we believe it is appropriate, electronic notification of Cookie Notice changes.

 

Learn more about who we are, how we process your personal data and how you can contact us in our Privacy Notice.

Last update: February 2021