The service will be manned by both reps in resort and by 220 multinational staff based in TUI’s Palma service centre.
The new chat service will be available 24/7, 365 days of the year.
TUI claimed customers would be able to speak to a trained expert about any destination in its network.
“Customers can use this service to take care of anything that may happen during their holiday or to solve any upcoming issues on the spot,” it said. “The team speak multiple languages between them in order to be able to assist TUI customers around the world.”
The TUI app, which has over 500,000 active monthly users, already provides exclusive hotel and resort content, weather forecasts and the option to buy additional services, including seat selection and on-board extras.
Ian Chapman, regional director of the West Mediterranean for TUI Group, said: “This new chat function, facilitated by the team at our TUI Service Centre, makes it so simple for holidaymakers to contact us when on holiday, whether by call, text, email and, new for this year, the in app chat service.
“Our customers tell us that they really value our amazing reps in our destinations so by having this chat service it means that our teams in resort and the TUI Service Centre will be available to help our customers around the clock during their holiday.”