Frequently Asked Questions

Frequently Asked Questions

Are the personal details I provide on your website secure?

Yes – take a look at our Privacy Notice and Cookie Statement, to find out more on how we collect, store and use your details online.

What is ATOL protection?

All of our package holidays are ATOL protected. If you’re not familiar with ATOL, it’s the government-backed holiday protection scheme.

For more information, read through our booking conditions or visit the CAA website.

Do you support sustainable tourism?

We want our holidays to benefit the places you love to visit. That’s why the TUI Care Foundation supports projects in our destinations that are improving the lives of young people, caring for the natural world, or helping local communities thrive. 

Can I take extra luggage for a charity?

TUI flights
We can carry luggage for charities providing we’ve got space – and we don’t charge extra for this. You need to send us a letter on the charity’s letter-headed paper to book. Please send your letter to:

TUI Correspondence Team
Alexandra House
1 Alexandra Road

After we receive your letter, we’ll be in touch to confirm whether or not we can give you the extra luggage allowance.

Flights with other airlines
Please check directly with the airline you’re flying with for details.

Is there a First Choice app available?

Yes there is! The First Choice app is available for iPhone and Android phones, and is also available on most tablets. Visit the App Store or Google Play Store to download it.


How can I speak to someone?

Before you travel

If you have a booking that hasn’t departed yet, you can manage your booking online.

Or, you can get in touch using our web form, speak to us on live chat or give us a call. See below for the phone number and opening times. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher.

If you booked online or with the First Choice app

You can call 0203 451 2690 between 9am and 7pm Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.

While you’re away

If you have any questions while you’re away on holiday, you can contact one of the team directly 24/7. Here’s how you can get in touch:

Download our app

– Call +44 02038853468 (calls from abroad will be charged at international rates)

When you get back

If you need to get in touch after you get home, contact us within 28 days of your return. More on ways to get in touch.

I have a problem or a question about the First Choice app.

If you’ve got a query about the First Choice app or you’re having any issues downloading or using it, contact our support team who will happily help answer your query.


How can I access my personal data?

You have a right to ask for a copy of the personal data we hold about you, although you should be able to access the personal data associated with your account or booking. You can write to us asking for a copy of other personal data we hold about you.

Please include any details to help us identify and locate your personal data. Where we can provide data access, we will do so free of charge except where further copies are requested in which case we may charge a reasonable fee based on administrative costs.

We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details we hold are incorrect, please let us know.

You can also ask for your personal data to be rectified or erased, to object to the processing of your personal data and, where technically feasible, to ask for personal data you provided to be transmitted to another organisation.

We will update or erase your data, unless we have to keep it for legitimate business or legal purposes.

You can also contact us if you have a complaint about how we collect, store or use your personal data. We aim to resolve complaints but if you are dissatisfied with our response, you may complain to the Information Commissioner’s Office.

Please submit your request or complaint in writing to the Data Protection Officer:

By post: TUI UK Limited, Data Protection Officer, Wigmore House, Wigmore Place, Wigmore Lane, Luton LU2 9TN.

By email: dataprotectionUK@tui.co.uk

Please be aware that we may ask you to verify your identity before we can act on your request or complaint. We may also ask you for more information to help ensure that you are authorised to make such a request or complaint when you contact us on behalf of someone else.

For more information about how we collect, store and use your personal details please see our Privacy Notice.


I’ve been contacted by First Choice or TUI but I’m not sure if it’s genuine?

We’re aware that criminals are pretending to be First Choice, TUI or our colleagues to try and defraud our customers using social media, email or telephone calls. To protect yourself against fraud never give away information about your booking on an email or telephone call.

The email address Covid-19@tuicustomercare.co.uk is not affiliated, used by or monitored by us, and is likely to be used by fraudsters who are attempting to gain further information in order to commit acts of fraud.

Further to this we are also aware of potential fraudulent activity involving email addresses ending with firstchoiceukltd.com & tuicareteam.com.

If you believe that you may be a victim of fraud, then please visit for further advice and ways to report fraud to the relevant authorities.

When our team contact you, they’ll identify themselves with specific info about your booking that only they and you would know. If you are in doubt, just call our contact centre on 0203 451 2690. Thanks for your caution.

How do I sign-up to hear about any offers?

Download the First Choice app (and enable notifications) and we’ll send you our best deals whenever they appear! You can also follow us on social media, on Instagram or TikTok, and sign up to our newsletter to be in the know about our latest deals, hotels and destination, plus get expert holiday inspiration and check out our latest competitions.

Can I contact you via live chat?

Yes, you’ll find the chat option on the home page. Just click on the speech bubble.

I want to unsubscribe from marketing emails – how do I do this?

There’s an unsubscribe link at the bottom of all our marketing emails – we’re sorry to see you go!

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