Accessibility
Website accessibility
Our accessibility efforts
We are committed to being accessible for all of our customers. We work to improve our customer experience and help people with disabilities to be more independent. We are improving our TUI.be website so that customers with disabilities can choose to book all of their vacation online or by contacting us. We are also working to make the website accessible according to best practices and the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.
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. There are three levels of conformance defined: level A, level AA and level AAA. The guidelines cover a wide range of accessibility features, including text size and colour, keyboard navigation and compatibility with screen readers.
How accessible is our website now?
Our website is not yet entirely accessible to people with disabilities. However, we are constantly identifying and addressing gaps and issues on our website, and we have made significant progress over the past 18 months. We have trained and supported teams to deliver an accessible website, and we have established a digital Accessibility Working Group that reviews and improves our processes. We have also made a number of specific accessibility improvements such as:
- Het aanpassen van onze Flight Only informatiepagina's met toegankelijkheidsnormen in gedachten, en we zijn ook begonnen met het volledig toegankelijk maken van nieuwe websiteonderdelen.
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We have ensured that link texts accurately describe the destination of the link, that headings are used for organizing content, and that alt text is used to describe images.
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Most of the contrast problems with our website have been resolved.
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Collecting feedback from people with disabilities and using it to improve our services
What can users with disabilities do if they experience accessibility issues with our website?
Users with disabilities who experience accessibility issues on our website can contact our Customer Services Center for assistance. They can help with finding accessible hotels, arranging the most convenient airport transfers, adding your needs for airport assistance when you book a package tour or flight, and help you with getting the information or service you need from our website. They can also help you if you need information in a different format.
Opening hours of the Customer Services Center team:
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Monday - Friday: 9 am to 8 pm
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Saturday: 9 am to 6:30 pm
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Sunday: 10 am to 6:30 pm
Tailoring your experience to your needs
We want our website to work for everyone, but you may have a better experience if you adjust the settings on your computer to suit your individual needs.
It might help if you:
- Change the colours of the website to make it more readable.
- Enlarge the text size so that it is easier to see.
- Have the information on the website spoken aloud so you can listen to the information instead of reading it.
If you need help customizing your experience, you can visit AbilityNet's website or check out the Web Accessibility Initiative's tips for customizing your computer.
What are we doing to improve the accessibility of our website?
We are constantly identifying and addressing gaps and issues on our website. Our aim is to make significant progress in improving the accessibility of our website over the next 12 months.
This is what we are currently working on:
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Continue to train and support teams to make our website more accessible.
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Complete the review of our processes by our digital Accessibility Working Group and make improvements as needed
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Collect feedback from users through our website tools, analyse and categorize it for feedback related to improving accessibility, and pass it on to our Accessibility Working Group for review and to inform our design decisions.
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Optimizing our website components continually to make them more accessible.
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Improving text size and colour contrast on our website.
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Making our website more accessible to keyboards and more compatible with screen readers.
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Check the accessibility of our website regularly with a combination of automatic tools and manual checks.
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Update our accessibility statement regularly to report on our progress.
Our accessibility strategy
At TUI, we want to make travel as easy as possible - whether you or someone you travel with is less mobile or has a disability. That is why you can find more details about accessible holidays, transfers and cruises, as well as airport assistance, on our website's FAQ.
We also have a professional team dedicated to finding the holiday or flight that suits you. For more information on accessible holidays, visit our FAQ or call our team before your vacation. If you fly with TUI fly, you can reach us at 02 717 86 60 - or +32 2 717 86 60 if you are calling from abroad. Calls are charged at the standard rate. You can also email us at info@tui.be
App Accessibility Statement
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 TUI fly 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), the best practices, and Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.
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 past months. We’ve trained and supported teams to deliver an accessible App, so that customers with disabilities have the choice of booking all elements of their holiday online or by contacting us. We’ve created a digital Accessibility Working Group to review and enhance our processes. We’ve also implemented several specific accessibility improvements, including:
Here’s what we’re currently working on:
- Continuing to train and support our teams to make our apps more accessible.
- Collecting user feedback via our feedback channels, analysing and categorising it for feedback related to improving accessibility, and passing it on to our product teams to inform our design decisions.
- Constantly optimising our app components to make them more accessible, whilst utilising native components wherever possible.
- Improving the text size, scaling and colour contrast on our app.
- Optimising our apps to support the use of Voiceover/Talkback.
- Monitoring our app accessibility regularly, using a combination of automatic tools, manual and external 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.
This statement was last updated on 10/06/2025. 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.