The header on the TUI website explains that the company is giving priority to contacting customers who were due to travel before 18th April. It also asks customers not to telephone the company and thanks them for their patience in these trying times. The retail shops are currently closed and as they were used to deal with the overflow of calls to the call centres the company has lost significant capacity. To work from home you would need access to the company systems and this might be difficult as customer data needs to be protected.