FAQ Categories
Frequently Asked Questions
Booking & Payments
Can I book without a NHS email?
Unfortunately not – you will need to have a NHS email address to make a qualify for NHS discount.
What is the CMA Price Transparency regulation?
The Competition and Markets Authority (CMA) introduced the Price Transparency regulation to ensure that all travel providers give customers clear, honest and upfront pricing.
This means that the total price you see for your holiday must include all mandatory costs, so you can make an informed decision without hidden surprises later.
The regulation applies to all UK travel brands and is designed to protect customers by making holiday prices easier to compare across different companies.
Some destinations charge local taxes or mandatory fees that must be paid either:
- Directly to the hotel or local authority when you arrive, or
- Upfront as part of your holiday price, collected by the travel brand.
The CMA requires us to be transparent about these charges so that you always know:
- What is included in the total price
- What you may still need to pay in destination
- Why these fees exist
- Who collects them
This ensures you have a complete picture of the cost of your holiday before you book.
Mandatory fees and taxes are charges set by local governments, tourism authorities, or accommodation providers. They are not optional and apply to all travellers staying in certain destinations or types of accommodation.
These fees are not set by us, but we are required to show them clearly as part of the total holiday price.
Some destinations require guests to pay certain taxes directly at the hotel when they check in or check out.
These fees are usually collected by the local authority and cannot be paid in advance.
Examples include:
- Tourist Tax – charged per person per night in many European cities
- Eco Contribution – environmental or sustainability fees in destinations such as Malta
- Resort Fees – common in the USA, covering amenities like Wi Fi or pool access
- Local City Tax – applied by municipalities to support tourism infrastructure
When these apply, we will show them clearly during booking under “To Pay in Destination” so you know exactly what to expect.
Some fees must be collected by the travel brand and are therefore included in the price you pay upfront. Examples include:
- Airport taxes and charges
- Government imposed tourism levies included in the accommodation contract
- Environmental or sustainability fees that must be prepaid
- Local authority taxes that the hotel invoices to the travel provider rather than the guest
These will be included and shown as part of your total holiday price.
The CMA regulation ensures:
- No hidden costs
- Clear and honest pricing
- Better ability to compare holidays
- Full visibility of what you pay now and what you may pay later
- Confidence that the total price shown is accurate and complete
Our goal is to make booking your holiday as simple and transparent as possible.
Can I change the booking to my personal email address?
Yes, no problem! Just send your request to nhsadmin@tui.co.uk from the NHS email address used when you made your booking. Please include your booking reference and the email address you want to amend to.
Who is eligible to use TUI Holidays for Heroes?
The TUI Holidays for Heroes website is open to any staff member of the NHS. All bookings must be made using a valid NHS email address to validate your eligibility, belonging to one of the passengers on the booking.
What payment do you accept?
We accept payment by Delta, Switch/Maestro, Mastercard and Visa.
Are there any additional charges I should be aware of?
Generally, all taxes, surcharges and supplements are included in the holiday prices advertised on our website. If you are travelling to a longhaul destination there may be a departure tax to pay locally. If you are unsure about your chosen destination please call us for further details.
Holiday prices can change quickly and we are reliant upon our tour operators to provide us with the most up to date price. Rest assured however, that the price you see on the final costing screen is the price you will pay.
Are there any flexible payment options?
We offer a deposit and part payment scheme for Package Holidays if you are booking your holiday more than 12 weeks ahead of the departure date. You will be required to pay a deposit immediately and you will be given a date to pay the outstanding balance, allowing you to pay for your holiday with as many payments as you wish. If you are booking your package holiday less than 12 weeks before departure, you must pay the costs in full immediately.
How do I arrange in-flight meals and extra baggage allowances?
On short and medium haul flights it is not possible to prepay for meals when flying with TUI, but there is food available that can be purchased on board. For Cape Verde and long haul, meals are provided unless you book within four days of travel.
Baggage – at the booking stage, dependent on the holiday, you are given the option to arrange extra baggage allowances. If you have already booked your holiday and you wish to add these options, call our customer services team on 0204 578 0978.
I’ve booked my holiday – what happens next?
We will send you an email confirming your holiday details and your booking reference number. We advise that you print out a copy of this email or save it for your own records.
When will my tickets arrive?
Once we have received full payment for your forthcoming holiday, ticket confirmation will be sent to you in due course. This will usually be in the form of an E-ticket. E-Tickets look very much like your booking confirmation, but will state the wording E-ticket document at the top of the first page and will give details of all applicable information i.e. flight timings, transfers, accommodation. If you are travelling with TUI or First Choice, you will receive your E-Tickets/Confirmation as one document approximately 48 hours prior to travel. If you’re booking within 14 days of departure, your booking confirmation will also be your E-ticket. Upon receipt of your E-ticket you will receive no further confirmation from us, as your E-ticket along with your passport(s) & any other travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us within 48 hours before you travel, please contact our Customer Services team on 0204 578 0978.
Can I make changes to my holiday?
Yes changes can be made but depending on when you booked and when you travel there may be amendment fees as per your Tour Operator Agreement. If you wish to change something about your holiday, contact our customer services department on 0204 578 0978.
What if my details are incorrect?
You must notify customer services on 0204 578 0978 immediately if any details are incorrect.
What if I want to cancel my holiday?
If you wish to cancel your holiday the passenger who made the booking can call our customer services department on 0204 578 0978 or if an email was given at the time of booking you can email customer services on nhsadmin@tui.co.uk
Cancellation charges will be applied by the tour operator, in line with their terms of booking.