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

Help & Support

Already booked with

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

Contact the team


Already booked with - TUI Holidays for Heroes?

Call to discuss your NHS booking

If you have already booked a holiday using 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:

FAQ Categories

Frequently Asked Questions


Should I take out travel insurance for my holiday?

Yes, travel insurance is important and TUI will only accept your booking if you are adequately covered. If you choose not to purchase our insurance, we will ask you to indemnify us against any losses incurred by you as a result of being inadequately insured. Please check your policy meets all your requirements as some activities such as hot air ballooning, scuba diving and some mountain sports may be excluded. If your cover is insufficient for your needs, you travel at your own risk.

What if I need medical treatment abroad?

If you require medical treatment abroad you must present your insurance documents otherwise you will be asked to pay and claim the money back on your return. If you are not covered you and or your friends and family will be billed and if you miss your return flight you will have to pay again for these and any accommodation you need. We strongly advise to check your insurance is adequate for you needs.

Do I need an E111 or EHIC?

The E111 is now invalid and has been replaced with an EHIC (European Health Insurance Card) which can be obtained online or by ringing the NHS on 0300 330 1350. You must renew EHIC up to six months before the expiry date and it can be done online or over the phone but this takes longer. EHIC are not a replacement to holiday insurance as they cannot be used in private hospitals and gives access to state-provided medical treatment only.  EHIC cards may not be valid from 1.1.21 so please check before traveling.


Covid-19 Cover
TUI is now automatically applying Covid-19 Cover to every new or existing TUI package holiday customer travelling on or before 31st December 2020.

Covid-19 Cover is free and no additional costs apply however customers will still require separate travel insurance as Covid-19 Cover covers Covid-19 only.

Cover is underwritten by our AXA Partners, is provided for every person on the booking and applies to:

·         Overseas testing for suspected cases

·         Overseas medical assistance if a you contract COVID-19 while on holiday

·         Costs associated with an extended stay and a new return flight home if you are required to quarantine while on holiday

·         Access to a dedicated 24/7 emergency hotline and app – you will need to download AXA’s ‘Dr Please’ app and then register using your unique TUI code. COVID-19