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 tuifly.com website so that customers with disabilities have the choice of booking all elements of their flight 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, best practices, and Web Content Accessibility Guidelines (WCAG) 2.1 AA standard.
European Accessibility Act and WCAG 2.1 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 2.1 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 website currently?
The services offered on this website have been designed in accordance with European Standard EN 301 549. However, we are still continuing to identify and address gaps and limitations on our website. We have identified one minor issue in the flight search panel which does not affect the ability to search or complete a booking. We are working to resolve this in a forthcoming update. We’ve created a TUI Digital Accessibility Policy to provide clear guidance for accessible web development, trained and supported teams to deliver an accessible website, and created a digital Accessibility Working Group to review and enhance our processes.
What can users with disabilities do if they experience accessibility problems on our website?
Users with disabilities who face accessibility problems on our website can contact our Customer Services Center team for help.
Our team will be happy to assist you in overcoming any remaining barriers, whether in the physical or digital world. For example, we can organise airport transfers and provide information in alternative formats.
Please see the contact details of our Customer Service Centre in various countries below.
Country | Phone | Hours |
Belgium | +32 (0)2 717 86 61 | Mon-Fri 9:00-20:00, Sat 9:00-18:30, Sun 10:00-18:30 |
Germany | +49 (0)511 87 9898 - 33 | Mon-Sun 8:00-20:00, Bank Holidays 10:00-18:00 |
Netherlands | +31 (0)88 - 088 58 85 | Mon-Sat 8:00-20:00, Sun 9:00-20:00 |
UK & Ireland | +44 (0)203 451 2688 | Mon-Fri 8:00-20:00, Sat 8:00-18:00, Sun 10:00-17:00 |
Nordics | +46 (0)771-84 01 00 | Mon-Fri 8:00-17:00, Sat 9:00-15:00, Sun closed |
Adapting your experience to your needs
We want everyone to have a great experience on our website, however, you may find that you have a better experience if you change the settings on your computer to suit your individual needs.
For example, you could:
Change the website's colours to make it easier to read.
Increase the text size so that it’s easier to see.
Have the information on the website 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 or check out the Web Accessibility Initiative's tips for customising your computer.
What are we doing to improve our website accessibility?
We’re constantly identifying and addressing gaps and limitations on our website. We aim to make significant progress on improving the accessibility of our website within the next 12 months.
Here’s what we’re currently working on:
Continuing to train and support teams to make our website more accessible.
Completing our digital Accessibility Working Group's review of our processes and making any necessary enhancements.
Improving accessibility as we upgrade our websites, ensuring new digital products offer more inclusive experiences.
We are working on a way to collect user feedback via our 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 website components.
Improving the text size and colour contrast on our website.
Making our website more keyboard accessible, and more compatible with screen readers.
Monitoring our website's accessibility regularly, using a combination of automatic tools and manual audits.
Updating our accessibility statement on a regular basis to report on our progress.
How can users with disabilities provide feedback on our website accessibility?
We value feedback from users with disabilities on how we can improve the accessibility of our website. If you encounter any accessibility problems on our website or have any comments, please send an email to wecare@tuifly.com , We’ll use your feedback to make our website 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 website.
We appreciate your feedback and will use it to improve the accessibility of our website.
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.
In Germany, the Marktüberwachungsstelle der Länder für die Barrierefreiheit von Produkten und Dienstleistungen (MLBF) is the designated enforcement authority.
In the United Kingdom, the Equality Advisory and Support Service (EASS) is the primary point of contact for individuals seeking help about discrimination, human‑rights issues, or Equality Act breaches
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 Imprint.
This statement was last updated on 05.06.2026. We hope it helps you understand our commitment to making our website more accessible. If you have any further questions, please don’t hesitate to contact us.