Frequently Asked Questions

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.

Adding an extra layer of security to your accounts can stop unauthorised access, even if someone knows your password. MFA lets you confirm your identity with another piece of information, like a code sent via text message (SMS), or using facial or fingerprint recognition.

The strongest passwords and PINs use a mix of letters, numbers and symbols. Avoid using easy-to-guess information, like your name or birthday. Each account should have a different password, and you should change them regularly, too. Pick PINs that aren’t obvious, like ‘1234’ or ‘0000’.

Be careful when posting updates about where you are or your travel plans. Fraudsters could use this information to pretend to be you or get into your accounts. So, always make sure your social media accounts are private, and only trusted friends and family can see your posts.

Don’t open or look at sensitive information when using public Wi-Fi. It’s always better to wait until you can use a private network or use a Virtual Private Network (VPN) to keep your connection secure. You can easily get a VPN with our partners, NordVPN, and pick a plan that works for you with our exclusive discount.

It’s always good to be extra cautious about phishing emails, texts, or voice messages when you’re abroad. Fraudsters often try to rush you into doing something, so always take a moment to think before you respond, and you should never disclose your booking details to someone you don’t know or trust.

We’re sorry to see you go. You can unsubscribe by selecting the unsubscribe link at the bottom of all our marketing emails.

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

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.

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.

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.

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.

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.

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
Swansea
SA1 5ED

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.

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.

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.