FAQ
- I never received the reward I won in the Pack your Bags game, what can I do?
- Why are my rewards missing or not unlocked after moving up a level?
- I’m unable to redeem my partner offer or code, what can I do?
- What happens if I redeem my partner reward and then cancel my booking?
- Can I apply a new TUI Smiles reward to an existing booking?
- Why are my rewards different from my friend's?
- How do I use my TUI Smiles Deal code?
- I need to contact a partner airline about my TUI booking, can I still get priority when I call or chat with them
- Why can't I access my TUI Smiles Rewards Club?
- What's the difference between myTUI and TUI Smiles and how do they work together?
- Why wasn't I prioritised when I contacted TUI?
- How can I find out about promotions and bonus Smiles?
- Can I leave TUI Smiles but still receive TUI emails?
- I booked an excursion with my cruise booking but I didn't receive any Smiles for this part, why?
- Will I still get my Smiles if I wasn't logged in when I booked?
- Can I earn Smiles from someone else's booking?
- Why haven't I received my Smiles?
- Why have my Smiles expired?
- How do I check my Smiles balance and when will new Smiles appear?
- How do I update my personal details or contact information?
- Somebody accessed my TUI Smiles Rewards Club without permission
- I can’t access my TUI Smiles Rewards Club account - what should I do?
- My booking was cancelled (by TUI or by me) and I’ve been moved down a Level, can I still use my Rewards?
- The Club feels unfair and I want to make a complaint
- I’ve been a loyal customer of TUIs for many years but I’m only at Level 1, why is this
- How does the 'Spin the globe' game work and where can I find it?
- How does 'Pack your bags' work and where can I find it?
- Will I earn Smiles on bookings where I've also used a TUI Smiles reward or code?
- Can I share my Smiles with someone else, including other travellers in a group booking?
- Do Smiles run out or expire?