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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.

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.

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