Frequently Asked Questions
FAQ Categories
Frequently Asked Questions
Security and protection
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.
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.
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.
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.
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.
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.
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’.
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.