Palma, 3 May 2019

TUI significantly expands guest service for 2019 summer season

  • Official season start in Mallorca
  • Group now present in 49 countries with its own employees
  • New innovative service "TUI On Demand" being trialed 
  • Number of employees in call centers almost doubled

TUI Destination Experiences, under whose umbrella the TUI Group bundles its activities, excursions, tours and guest services, officially opens for the 2019 summer season. The world's leading provider of destination experiences once again expects around 14 million holidaymakers in the various destinations this year. The season kick-off traditionally took place in Mallorca, where the company's approximately 1,000 employees on the Balearic Islands prepared for the summer season with a small ceremony. With over 1.2 million guests from all over Europe, Mallorca is one of the TUI Group's most important destinations.

With the takeover of Destination Management from the Hotelbeds Group, TUI is now present in 49 countries worldwide with 9,000 of its own employees as of this summer season. The local reps ensure an all-round carefree service for TUI guests, from pick-up at the airport to support at the hotel and assistance with complaints. TUI Destination Experiences is constantly exploring new ways to make experiences for holidaymakers as individual as possible. 

This summer season, for example, the company is testing the new "TUI On Demand" service in Thailand for guests from the Scandinavian countries. Using a digital tool, guests can arrange an individual appointment with the rep – either in person or by telephone. With this service, holidaymakers can decide when contact with the rep is most convenient for them, regardless of the usual office hours at the hotel. The desired date will be confirmed by SMS. Based on the results of the trial phase lasting several months, TUI Destination Experiences will decide to what extent "TUI On Demand" will also be offered in other holiday destinations in the future.

TUI Destination Experiences has almost doubled the number of its call center agents for this summer season compared with the previous year. TUI guests can ask their questions to the company around the clock during their holiday. In addition to local reps, around 370 call center employees will in future be responsible for looking after holidaymakers from TUI's European markets. Most of the agents, which are around 280 of them, work in Palma de Mallorca. Holidaymakers can direct their enquiries to TUI's call center employees by telephone, e-mail, SMS and via the TUI App.

"We are once again significantly expanding our service this summer season to make the holiday experience even more unique for our guests," says David Schelp, Managing Director TUI Destination Experiences. "We are convinced that the holistic care of our guests represents a significant differentiation from the competition, especially in relation to online providers".

About TUI Group

TUI Group is the world’s leading integrated tourism group operating in more than 100 destinations worldwide. The company is headquartered in Germany. The TUI Group’s share is listed in the FTSE 100 index, the leading index of the London Stock Exchange, and in the German open market.

In financial year 2019, TUI Group recorded turnover of around €19bn and an operating result of €893m. The Group employs more than 70,000 people worldwide. TUI offers its 28 million customers, including 21 million customers in European national companies, integrated services from a single source. It covers the entire tourism value chain under one roof. This comprises more than 400 hotels and resorts with premium brands such as RIU, TUI Blue and Robinson as well as 18 cruise ships ranging from the MS Europa and MS Europa 2 luxury class vessels and expedition ships to the Mein Schiff fleet of TUI Cruises and the vessels of Marella Cruises in the UK. The Group also includes leading European tour operator brands, five airlines with 150 modern medium- and long-haul aircraft and 1,600 travel agencies. Apart from the expansion of its core business with hotels, cruises and destination activities, TUI is increasingly investing in digital platforms. The Group is transforming as a digital company.

Global responsibility for sustainable economic, ecological and social activity is a key feature of our corporate culture. TUI Care Foundation, initiated by TUI, promotes the positive effects of tourism, education and training as well as environmental and social standards with projects in 25 countries. It thus contributes to the development of the holiday destinations. TUI Care Foundation, operating around the world, initiates projects creating new opportunities for the next generation.

About TUI Destination Experiences

TUI Destination Experiences is the world’s leading provider of destination experiences. With 9,000 employees in 49 countries the company generates a turnover of 700 million euros. TUI Destination Experiences, based in Palma de Mallorca, offers 14 million customers a broad product portfolio of high-quality destination experiences such as excursions, activities, tours, transfers and guest service. TUI Destination Experiences sold more than six million activities and excursions last year. Through its subsidiary Intercruises, the company is the leading global cruise handling company. The company also owns Musement, one of the leading online platforms in the Tours & Activities market. It’s a crucial part of the company’s culture to be responsible for development of sustainable tourism in all of the destinations TUI Destination Experiences operates in. TUI Destination Experiences is part of the TUI Group, the world's leading tourism group.