FAQ
The free of charge customer and loyalty programme of TUIfly.com
On which flights can award flights be booked?
You can book award flights on all flights of TUIfly.com (with a HF or X3 flight number) as long as seats are available in the award flight allocation.
How many miles are credited for TUIfly.com flights?
1,000, 2,000 or 3,000 miles are credited per TUIfly route. The number of miles credited to your account depends on the length of the route. You can find more details in our “Earning miles” table.
How many miles do I need to book an award flight?
15,000 award miles are enough for one award flight, e.g. within Germany. For 20,000 award miles you can fly a medium-distance flight for free (e.g. Germany to Palma de Mallorca) and for 40,000 or more award miles, e.g. to the Canaries or the Greek islands. Our award table “Redeem miles” provides an overview of how many miles you need for free flights to the different destinations.
What do I have to do if there is a change in my personal details (e.g. new postal address, new e-mail address)?
At www.TUIfly.com, once you have signed in on the “My account” tab, you can update your personal details at any time under menu item “Change my data”. If your name has to be changed (e.g. because of marriage), you need to call our Servicecenter +49 (0)1805 / 45 22 45, from Monday through Friday: 08.00-20.00; Saturday through Sunday: 10.00-19.00.
I am having problems signing in to "My account". What should I do?
Please check that you have entered your username properly, taking care with upper case and lower case (capital letters), and/or that there are no spaces in your card number. When entering the password also make sure that the capitals are written as capitals and lower case letters as small letters. Also security settings on your PC can interfere with signing in. Some firewalls or cookie blockers make it impossible to sign in.
Earning miles
I booked a package holiday (e.g. at TUI, Alltours, Neckermann etc.). I flew with TUIfly. Can I collect miles for this flight?
Of course. You can earn miles not only on flight-only flights but also on tour operator-booked seats. A prerequisite is that an HF or X3-prefixed flight number is shown on the ticket is operated by TUIfly.
Can my miles lapse?
Credited award miles lapse if they are not redeemed by booking an award flight within 24 months after the day the miles were credited. Status miles expire after 12 months.
Can I transfer my miles to another account?
No, it is not possible to transfer miles to another account.
Summary of account/account balance
Where can I check the number of miles in my account?
You can see and print the status of your account at any time by going to "My bluemiles" at My TUIfly and clicking menu item "My account".
The award miles for my last flight have not yet been credited. What should I do?
It can take up to two weeks for your award miles to be credited. Please make always a point of hanging on to your boarding pass, confirmation of booking and/or ticket until the award miles have been credited to your bluemiles account. Should, nevertheless, the award miles not appear in your account baalnce, you can of course have them credited online retroactively. To do so go to the “My bluemiles” tab, click on menu item “Retroactivate crediting of miles” and enter the flight data. After successful validation your award miles will be credited to your bluemiles account. If you are not successful by retroactively credit your miles, you have to call us personally at +49-1805-452245.
What is the difference between award miles and status miles?
The award miles credited to your account can be redeemed for award flights. When you book an award flight the relevant number of award miles is deducted from your bluemiles account.
On the other hand, status miles show how often you have earned miles on a TUIfly flight. They only show your frequent flyer status. Status miles cannot be redeemed for award flights.
Redeeming award miles
What do I get for my miles?
You can exchange your accumulated miles to a free award flight with TUIfly. You only have to pay the service fees.
How can I redeem my miles for an award flight?
Please book your award flight by phoning +49-1805-452245 (€ 0.14/minute from German landlines). You can reach the bluemiles team from Monday to Friday 08.00-20.00 and Saturday through Sunday 10.00-19.00.
Do I have to pay taxes and fees for my award flight?
TUIfly pays the fare of the award flight and are billing you for the non-carriage ancillary costs associated with the award flight, in particular fees (e.g. security fees, airport taxes, passenger fees) and surcharges (e.g. insurance/jet fuel surcharges).
Contact
I was not able to find my question in this list. Where can I get an answer?
Our TUIfly service team is very happy to respond to your questions. Call +49-(0)1805-452245, Monday through Friday 08.00-20.00 and Saturday through Sunday 10.00-19.00 or simply send an e-mail to bluemiles@TUIfly.com.