Our commitment to accessibility

We’re committed to providing accessible experiences for all our customers. We’re working towards improving our customer experience and helping people with disabilities self-service their needs.

We’re improving our First Choice app so that customers with disabilities have the choice of booking all elements of their holiday online or by contacting us. We’re working to make it accessible in line with the European Accessibility Act (EAA), including the technical requirements set out in European Standard EN 301 549, the best practices, and Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.

Scope of Accessibility Improvements

As part of our ongoing efforts to improve the accessibility of the entire App, we particularly focus on the e-commerce services available on the App. These are areas where customers can browse holiday options, receive offers, and make bookings – services provided online through websites and apps, at the request of a customer, with the aim of making a purchase or booking.  

On the App, this includes all areas where users can view travel options, select products, and complete bookings online. 

European Accessibility Act and WCAG 2.2 AA

What is European Accessibility Act (EAA)

The European Accessibility Act (EAA) is an EU law that makes everyday products and services—like banking, transport, and e-commerce—more accessible for people with disabilities. By creating common rules across Europe, it removes barriers and helps businesses offer more inclusive experiences for everyone.

What is WCAG 2.2 AA?

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance – Level A, Level AA and Level AAA. The guidelines cover a wide range of accessibility features, including text size and colour, keyboard navigation and screen reader compatibility. 

How accessible is our App currently?

Our App is not yet fully accessible to people with disabilities. However, we’re constantly identifying and addressing gaps and limitations on our App, and we’ve made significant progress in the past 12 months. We’ve created TUI Digital Accessibility Policy to provide clear guidance for accessible App development, trained and supported teams to deliver an accessible App, and created a digital Accessibility Working Group to review and enhance our processes. We’ve also implemented a number of specific accessibility improvements, including: 

• Enhancing our App colour contrast and readability for users with visual impairments. 

• Improving our page structure and support for iOS VoiceOver/Android Talkback navigation for better navigation and usability. 

• Optimising our App components to make them more accessible, whilst utilising native components where possible. 

• Improving the text size and scaling on our App for improved visibility. 

• Updating alternative text descriptions to improve clarity for iOS VoiceOver/Android Talkback screen reader users. 

• Conducting regular accessibility audits to identify and address potential barriers. 

What can users with disabilities do if they experience accessibility problems on our App?  

Users with disabilities who face accessibility problems on our App can contact our Assisted Travel team for help. They can help you find accessible hotels, arrange the most suitable airport transfers, add your requirements for airport assistance when you book a package holiday or a flight, and help you get the information or service you need from our website. They can also help if you need any information in a different format. 

You can call the Assisted Travel team on 0203 451 2690. 

Assisted Travel team opening times: 

Monday-Tuesday 9:00-19:00 

Wednesday 10:00-19:00 

Thursday-Friday 9:00-19:00 

Saturday 9:00-17:00 

Adapting your experience to your needs  

We want everyone to have a great experience on our App, however, you may find that you have a better experience if you change the settings on your mobile device to suit your individual needs. 

For example, you could: 

• Increase the text size so that it’s easier to see. 

• Have the information on the App spoken out loud, so that you can listen to the information instead of reading it. 

If you need help customising your experience, you can visit AbilityNet’s website for useful advice and guidance. 

What are we doing to improve our App accessibility?  

We’re constantly identifying and addressing gaps and limitations on our App. We aim to make significant progress on improving the accessibility of our App within the next 12 months. 

Here’s what we’re currently working on: 

• Continuing to train and support teams to make our App more accessible. 

• Completing our digital Accessibility Working Group’s review of our processes and making any necessary enhancements. 

• Improving accessibility as we upgrade our App, ensuring new digital products offer more inclusive experiences.  

• Collecting user feedback via our in-app feedback and website tools, analysing and categorising it for feedback related to improving accessibility, and passing it on to our Accessibility Working Group for review and to inform our design decisions. 

• Continuously improving the Design System to enhance accessibility across App components. 

• Improving the text size and colour contrast on our App. 

• Making our App more compatible with iOS VoiceOver and Android TalkBack. 

• Monitoring our App’s accessibility regularly, using a combination of automatic tools, manual and external independent audits. 

• Updating our accessibility statement on a regular basis to report on our progress. 

How can users with disabilities provide feedback on our App accessibility?

We value feedback from users with disabilities on how we can improve the accessibility of our App. If you encounter any accessibility problems on our App or have any comments, please let us know through our App feedback form. To get to this form simply tap the Account tab on the App, scroll down, and tap on the What do you think of the App? button. We’ll use your feedback to make our App more accessible to everyone.

Here are some things you can include in your feedback:

• The specific page or pages where you encountered the accessibility problem.
• A description of the accessibility problem.
• Any technical information that may help us to recreate the problem, such as the device or browser that you used.
• Any suggestions you have for how we can improve the accessibility of our App.

We appreciate your feedback and will use it to improve the accessibility of our App.

Enforcement procedure

If you contact us about an accessibility problem and are not satisfied with our response, you may be able to raise a complaint with the relevant authority in your country. This could be an organisation responsible for consumer rights, accessibility enforcement, or equality law.

In the European Union, national authorities are responsible for enforcing the accessibility requirements of the European Accessibility Act. You can find their contact details on the European Commission’s website.

We encourage you to reach out to us first, as we’re committed to resolving any issues as quickly and helpfully as we can.

For full company details, please see our Website Terms and Conditions.

This statement was last updated on 23/07/2025. We hope it helps you understand our commitment to making our App more accessible. If you have any further questions, please don’t hesitate to contact us.