Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

0203 451 2667

Call centre opening times

Monday - Thursday 9:00am - 9:00pm
Friday 9:00am - 8:00pm
Saturday 9:00am - 8:00pm
Sunday 9:30am - 7:30pm

After Sales

If you have already booked a holiday and need to contact us, call:

0203 451 2666

Call centre opening times

Monday - Thursday 9:00am - 7:00pm
Friday 9:00am - 7:00pm
Saturday 9:00am - 5:00pm
Sunday CLOSED

Help & Support

Already booked with TUI.co.uk?

If you’ve made a booking on our sister website TUI.co.uk please contact their customer service team who will be able to access your booking and answer any questions you have:

Contact the TUI.co.uk team

 

Already booked with NHS.tui.co.uk - TUI Holidays for Heroes?

Call to discuss your NHS booking

If you have already booked a holiday using NHS.tui.co.uk and you have a question, please contact our customer service team on:

0203 451 2666

View opening times

Email us your NHS booking queries

If you have a question that is not covered in the FAQ provided below, feel free to email our team:

nhsadmin@tui.co.uk

FAQ Categories

Frequently Asked Questions

Coronavirus Latest

Latest Information

We can confirm that we’ve had to make the difficult decision to reduce our summer flying programme from Aberdeen/Belfast International/Norwich airport this summer, due to the continued uncertainty around travel restrictions.

If your holiday is impacted we’ll soon be in touch with you directly to discuss your options. As we’re working through affected holidays in departure date order, please bear with us.

We’ll still have some flying from Aberdeen/Belfast International/Norwich this summer, but we plan to be back with our full programme next year and these holidays are currently on sale.

We can’t wait to take you away again soon.

IS MY HOLIDAY AFFECTED?

In line with the UK Government’s latest lockdown announcement, all TUI holidays from England, Scotland, Wales & Northern Ireland will not operate before 17 May. We will be contacting impacted customers directly, in departure date order, over the next two weeks to discuss their options, which will include amending to a later date with an incentive, receiving a refund credit note with an incentive or cancelling and receiving a full refund.

Due to the high volume of customers that are impacted we kindly ask that you wait until you receive the email from us before getting in touch as our call volumes are extremely high at present.

We know our customers are looking forward to their holidays, so to offer continued flexibility and reassurance, we have extended our free changes policy to the end of June. Those due to travel between 17 May and the end of June can change their booking to a later date fee-free.

We’d like to thank our customers for their continued patience and understanding.

Please note: Customers with bookings using flights with another airline will be contacted directly by one of our team to discuss your options.

Due to the impacts of COVID-19 Government travel restrictions, the following holidays are no longer operating:

  • All TUI holidays departing from England, Scotland, Wales and Northern Ireland up to and including 16 May 2021

TRAVEL AWARE – STAYING SAFE & HEALTHY ABROAD

The Foreign, Commonwealth & Development Office (FCDO) and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.

See gov.uk/travelaware and follow @FCDOtravelGovUK on Twitter and Facebook.com/FCDOtravel – for the latest general FCDO travel advice, including coronavirus travel guidance, security and local laws, and passport and visa information.

See gov.uk/foreign-travel-advice – for FCDO travel advice about individual destinations.

See travelhealthpro.org.uk – for current travel health news.

The advice can change so check regularly for updates.

We’re aware of the Government’s announcement regarding mandatory hotel quarantine for arrivals to the UK from ‘red list’ countries from 15 February. As we’re currently not operating, we’re working through what this means for our holiday programme and we’ll be contacting any impacted customers as soon as we have more information. We’d like to thank customers for their patience and understanding at this time.

You can find the Government’s ‘red list’ countries on their website: https://www.gov.uk/guidance/transport-measures-to-protect-the-uk-from-variant-strains-of-covid-19

MY HOLIDAY DESTINATION IS ON THE ‘RED LIST’ – WHAT ARE MY OPTIONS?

We understand that many customers won’t be able to quarantine in a hotel on their return. Therefore if, closer to travel, your destination requires hotel quarantine on return, you can change your booking free of charge. We’re working through bookings on a rolling basis, in date order, so please bear with us.

If you’re due to travel before the end of June, you always have the option to change your booking now for free, in line with our TUI Holiday Promise.

SHOULD I PAY MY BALANCE?

We appreciate that you may be feeling apprehensive about paying your balance. We’d like to reassure you that, should your booking become impacted by any changes in cancellation dates, you will be offered a range of flexible options. These options will include the ability to amend your holiday, or the opportunity to receive a cash refund. Please be reassured that we would always contact you before cancelling your holiday.

BOOKINGS MADE BEFORE 28 FEBRUARY 2021

Our COVID Cover with a Holiday to Home guarantee from AXA Insurance offers specific protection in the event your holiday is impacted by coronavirus. So, COVID Cover is automatically applied on holidays due to depart

  • On or before 30 April 2021
  • on or before 31 October 2021 IF booked between 26 December 2020 and 28 February 2021
Eligible bookings will automatically be covered for the following, subject to terms and conditions. This applies to TUI package holidays, TUI River Cruises, TUI Tours, TUI flight-only and accommodation-only bookings.
  • Overseas medical assistance should you contract COVID-19 while on holiday.
  • Any testing costs associated with contracting COVID-19 while on holiday.
  • A flight home for medical treatment if required.
  • If you’re asked to quarantine while you’re away, you’ll be covered for an extended stay and a new return flight home.
  • You can amend your holiday for free if you contract COVID-19 or are officially required to isolate prior to your travel dates, or if your local area goes into a regional lockdown over the dates you’re due to depart.

Please note, this is not, a substitute for a full travel insurance product, which should offer a range of benefits that may be useful to you before and during your holiday, including cancellation, baggage and medical cover for other conditions or accidents.

NEW BOOKINGS

If you opt for 5-star Defaqto insurance from AXA Insurance, you’ll be covered for medical expenses related to COVID-19 while you’re on holiday, subject to the policy terms. You can purchase TUI Travel Insurance (underwritten by AXA Insurance) call us on 0203 451 2666.

ENTRY REQUIREMENTS FOR OUR HOLIDAY DESTINATIONS

Some of our holiday destinations have introduced testing, as well as pre-departure forms – designed to help manage and trace cases of COVID-19 – as an entry requirement. You also need to fill out a form and get tested before you return to the UK.

Each country has different requirements on the timeframe in which you need to complete your form and/or test. And, some countries will allow you to do your own at-home swab test for COVID-19, while others require you to have a test carried out by a clinician.

If you don’t meet the entry requirements for the country you’re travelling to, you could be denied boarding and/or be subject to health assessments when you arrive.

You’ll find all the latest information on testing and entry requirements on the Foreign, Commonwealth and Development Office website. It’s also worth signing up for travel advice email alerts from the FCDO, so you automatically receive the latest information.

Do I need to be vaccinated against COVID-19 to travel?

You’re not currently required to have had a COVID-19 vaccine in order to travel. Check out the FCDO website for the latest on this.

TESTING REQUIREMENTS

  • Testing requirements vary by country.
  • Some countries require you to arrange your own test, and provide evidence of a negative result, a certain number of days in advance of your holiday, or you won’t be able to fly. Some countries require you to take a test on arrival. Other countries will allow you to do either.
  • Some countries require a test carried out by a clinician, others will let you perform an at-home test on yourself.
  • Just so you know, if you test positive on arrival in your destination, you may be required to self-isolate in a medical facility or your hotel room until your results come back negative.
  • You need to make your own arrangements to take the test and it’s your responsibility to ensure you get the correct tests carried out in line with the requirements for the country you’re travelling to.
  • To make COVID-19 testing easier for you, we’ve teamed up with a couple of healthcare partners. Testing facilities are also now available at some UK airports.

PRE-DEPARTURE FORMS FOR OUR HOLIDAY DESTINATIONS

  • Some of our holiday destinations have introduced pre-departure forms – which are designed to help manage and trace cases of COVID-19 – as an entry requirement.
  • Each country has different requirements for when you’ll need to complete and submit your form – if you don’t adhere to these, you may be denied boarding and/or could be subject to health assessments when you arrive.
  • For some countries, you’ll need to include evidence of a negative COVID-19 test result as part of this form.
  • For some countries, you’ll need to print the documentation and have it with you on the plane. For other countries, there are apps you can use to submit the information digitally.
  • It’s your responsibility to make sure you complete the correct forms.
  • You can find all the latest information on testing and entry requirements on the Foreign, Commonwealth and Development Office website.

TESTING AND PASSENGER LOCATOR FORM FOR RETURNING TO THE UK

  • New regulations mean that from 4am on 18th January 2021, you’ll need to show proof of a negative COVID-19 test, taken within the three days before beginning your journey home to the UK.
  • For more information on the types of tests accepted, visit the UK Government website.
  • Your TUI destination team and the staff at your hotel’s reception will be able to advise you on where to get tested.
  • If you don’t have evidence of a negative test result, you might not be able to board your flight home and could be fined on arrival back into the UK.
  • You need to take a test even if you’re a UK citizen and/or are coming from a country on the travel corridor list.
  • If your pre-departure test result is positive, you must not travel, and you should follow local guidance.
  • Also, no matter where you’re travelling from and no matter where you live in the UK, you’ll need to complete a Passenger Locator Form before you travel back to the UK. This needs to be done while you’re on holiday, 48 hours before you’re due to return to the UK.

HELPING YOU WITH COVID-19 TESTING

Some countries require you to provide a negative COVID-19 test before you travel. To make getting your test sorted as easy as possible, we’ve teamed up with a selection of healthcare partners – Screen4 and Randox – who we’ve vetted for quality for your peace of mind.  Testing facilities are also available at some UK airports. Here’s everything you need to know…

WHO NEEDS TO GET A TEST?

  • This varies by country. Some countries require all passengers of any age to get a test. Other countries require this for adults and children aged 12 or over.
  • It’s your responsibility to ensure you get the correct tests carried out in line with the entry requirements for the country you’re travelling to. To help you, we’ve put together information on testing and entry requirements for the destinations we’re currently operating to. But it’s worth checking the information on the Foreign, Commonwealth & Development Office website, as the requirements can change at short notice.

TEST TIMINGS

Before carrying out your test, you will need to double check the destination to see when they require a test to be done. Taking a test too early can make it invalid.

SUBMITTING YOUR TEST RESULTS

Once you’ve received your negative test result, how and when you’ll need to submit this in order to prove you’re ok to travel depends on the country or destination you’re travelling to.

RETURNING TO THE UK

New regulations mean that from 4am on 18th January 2021, you’ll need to show proof of a negative COVID-19 test, taken within the three days before beginning your journey home to the UK. For more information on the types of tests accepted, visit the UK Government website.

If you don’t have evidence of a negative test result, you might not be able to board your flight home and could be fined on arrival back into the UK. You need to take a test even if you’re a UK citizen and/or are coming from a country on the travel corridor list.

If your pre-departure test result is positive, you must not travel, and you should follow local guidance.

FROM COUNTRIES NOT ON THE TRAVEL CORRIDOR LIST

  • If you’re coming from a country that isn’t on the UK travel corridor list, you’ll also need to self-isolate or quarantine when you get back.
  • To reduce the amount of time you need to self-isolate, you can take part in the government’s Test to Release scheme.
  • You can opt into this when you file your Passenger Locator Form when you travel back to the UK. This form needs to be filled out while you’re on holiday, 48 hours before you’re due to return home. It’s required no matter where you live in the UK.
  • One of our preferred test suppliers, Screen4, are offering our customers discounted test prices as part of the scheme. For more information, take a look at the Screen4 section below.
  • The scheme involves you taking a clinician-based or self-administered COVID-19 test five days after you return from your holiday. If the test comes back negative, you can stop self-isolating as soon as you receive the result.
  • If the test is positive you need to self-isolate for another 10 days.
  • If your result is inconclusive, you will need to continue self-isolating for the remainder of your initial quarantine period.

TESTING KITS AVAILABLE THROUGH OUR PREFERRED SUPPLIER, SCREEN 4

Screen4 are supplying kits for self-administered PCR – Polymerase Chain Reaction – COVID-19 testing, for a discounted rate, to our customers.

Screen4 also offer testing at a clinic, for a discounted rate, to our customers.

HOW TO ORDER SCREEN4 TESTING KITS  

  • Once you’ve booked your holiday, you’ll be able to access a link to the Screen4 website either via Manage My Booking or your booking confirmation email. This link is available for both new and existing bookings.
  • These testing kits cost £70 each.

DELIVERY DETAILS 

  • Orders made Monday to Friday before 2pm are sent next-day delivery, by the courier DPD.
  • Orders made after 2pm may take two to three days to be delivered.

HOW TO RETURN YOUR SAMPLE 

You can arrange for your sample to be collected from your nearest DX sample drop-off point.

More information on how to drop off your sample >  

Alternatively, you can drop completed samples at one of Screen4’s facilities across the UK, where the samples will be taken to a lab by private courier. If you live close to one of their laboratories, you can also hand deliver the sample there.

Locate a Screen4 clinic >

WHEN YOU’LL RECEIVE YOUR TEST RESULTS 

Results of your test will be provided within 24 to 48 hours of the sample arriving at the lab. They’ll be sent to you directly.

For more information, visit the Screen4 FAQ page, which is specifically for our customers.

TEST TO RELEASE PROCESS

If you’re in a country that’s not on the UK’s travel corridor list, you will need to self-isolate when you return from your holiday. The standard time period is 10 days after you were last in the country, but you can reduce this if you take part in the government’s Test to Release scheme. Screen4 offers tests at a discounted rate for TUI customers, to help make this easier.

Here’s what you need to do…

  • When you return to the UK, you’ll need to self-isolate for a full five days after you were in your holiday destination.
  • After this, you can take a COVID-19 test to potentially reduce the amount of time you spend quarantining.
  • Screen4 offers two types of test – a clinician-led option and a self-administered kit. You can order them through Manage My Booking.
  • The Test to Release clinician test costs £120, and there are lots of clinics to choose from around the UK. Visit their clinician testing page for more info.
  • The Test to Release self-administered test costs £65, and you can drop your completed test at the nearest DX Drop Box. There’s more information on this self-administered testing page.
  • The results of your test will determine whether you can stop self-isolating. Head to the government’s Test to Release page for the full details.

TESTING KITS AVAILABLE THROUGH OUR PREFERRED SUPPLIER, RANDOX 

Randox are supplying kits for self-administered PCR COVID-19 testing, for a discounted rate, to our customers. They cost £84.

HOW TO ORDER RANDOX TESTING KITS

  • Head to this Randox testing kit order page to get one, using our discount code, which is TUIDEC20.
  • It’s important to note that, when you’re ordering the testing kits, you’ll need to purchase one for all passengers on your booking – unless they’re exempt from testing due to their age. You can’t opt to order one for some passengers on the booking, and not for others. You can order 10 testing kits per transaction, so you’ll need to carry out multiple transactions if you’re travelling as a party larger than this.

DELIVERY DETAILS 

  • Kits are sent out by Randox for next-day delivery to your home – as long as you order by 12pm Monday to Friday, excluding bank holidays in Northern Ireland. Please allow two business days for your home testing kit to arrive.
  • Make sure you order a testing kit as early as possible before your holiday, to ensure it arrives in time.

RETURNING YOUR SAMPLE

DX RETURNS

You need to arrange for your sample to be collected from your nearest drop-off point by visiting the DX Delivery website.

Finding your closest drop-off point and more information > 

UPS RETURNS

You can also submit your sample using our other logistics partner, UPS, who operate a next-day delivery service to Randox Laboratories. It runs from Monday to Thursday, and there are more than 2,800 sample drop-off locations around the UK and Ireland. If you ordered your kit after 5th December 2020, you’ll get prepaid UPS return labels in your order.

Finding your closest UPS drop-off point and more information >

OTHER RETURN METHODS

For information on other ways to return your sample, take a look at Randox’s FAQs.

WHEN YOU’LL RECEIVE YOUR TEST RESULTS AND WHAT TO DO NEXT

Results of your test will be provided within 24 hours of the sample arriving at the lab. They’ll be sent to you directly. Once you’ve received your negative test result, how and when you’ll need to submit this in order to prove you’re ok to travel depends on the country or destination you’re travelling to.

TESTING AVAILABLE AT UK AIRPORTS

You can get tested at some UK airports ahead of your holiday with us. At the moment, you can get fast, accurate and lab-analysed swab tests at London Gatwick, Edinburgh and Manchester.

LONDON GATWICK AIRPORT AND EDINBURGH AIRPORT 

At London Gatwick Airport, there’s a testing site located within the airport’s long stay car park at the South Terminal. It is offering fast, accurate and lab-analysed PCR swab tests.

These tests are also on offer at Edinburgh Airport. There’s a test site located in the FastPark car park area, in front of the terminal.

At both of these airports, you can book your test by visiting the Express Test website and selecting a date and time. The lab-analysed test results will usually be emailed or texted to customers the next day. Just so you know, you’re advised to schedule your test between 48 and 96 hours prior to your departure time, as a precaution.

Find out more about how to book and pricing guidelines >

NEWCASTLE AIRPORT  

Newcastle Airport is working in collaboration with two local COVID-19 testing companies to provide pre-departure PCR testing, carried out by qualified clinicians. This facility is available to customers flying from Newcastle Airport.

You can book a date and time for your test on this NPH Works web page. Your test results will be sent via email within 36 to 48 hours.

Find out more about how to book and pricing guidelines >

MANCHESTER, STANSTED AND EAST MIDLANDS  

Manchester, Stansted and East Midlands airports are also offering tests.

If you’re travelling from these airports, simply register on the Collinson Group website and book your test slot, then wait for your results – they’ll be sent to you via email.

Find out more about how to book and pricing guidelines >

FREE CHANGES POLICY FOR TUI HOLIDAYS

BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 21 DAYS BEFORE DEPARTURE

As an exception to our normal booking conditions, if you have an existing booking which falls into one of the below categories, then you can amend your holiday fee-free to any holiday that’s on sale up to 21 days before departure:

  • Bookings made between 23 November 2020 and 30 November 2020, with a departure date before 31 October 2021
  • Bookings made between 22 December 2020 and 9 February 2021, with a departure date before 31 October 2021

This policy applies to TUI package holidays, accommodation-only and flight-only bookings. If your booking includes a non-TUI Airways flight, you’ll need to amend your holiday to one which includes a flight with the same carrier as your original booking.

BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 28 DAYS BEFORE DEPARTURE

As an exception to our normal booking conditions, if you have an existing booking which falls into one of the below categories, then you can amend your holiday fee-free to any holiday that’s on sale up to 28 days before departure:

  • Any booking travelling before 30 June 2021
  • Bookings travelling between 1 July 2021 and 31 October 2021, if booked on or after 10 February 2021

This policy applies to TUI package holidays, accommodation-only and flight-only bookings. If your booking includes a non-TUI Airways flight, you’ll need to amend your holiday to one which includes a flight with the same carrier as your original booking.

BLACK FRIDAY BOOKINGS

NEW BOOKINGS MADE BETWEEN 23 NOVEMBER 2020 UP TO AND INCLUDING 30 NOVEMBER 2020 TRAVELLING BETWEEN 1 MAY 2021 UP TO AND INCLUDING 31 OCTOBER 2021

 If you made your TUI package booking during our Black Friday Deal window between 23 November 2020 up to and including 30 November 2020 to travel between 1 May 2021 up to and including 31 October 2021, then you can amend your holiday for free to any holiday that’s on sale.

The free amendment must be made no later than 21 days before your original departure date. Any amendment within 21 days will be subject to normal booking terms and conditions.

You can amend the date, duration, accommodation or destination fee free. However, name changes will still incur a fee. If you opt for a more expensive holiday, you will need to pay the difference in price. If you change to a cheaper holiday, we will refund any balance overpaid versus the new holiday price. This policy includes package, accommodation and flight only bookings. If your holiday is with a non-TUI Airways flight you will need to amend your holiday to a flight with the same carrier.

GENERAL Q&A FOR AFFECTED HOLIDAYS

I AM DUE TO TRAVEL IN SUMMER 2021 AND I HAVEN’T HEARD ABOUT MY HOLIDAY, IS IT GOING AHEAD AS PLANNED?

Due to the ongoing level of change with FCDO travel advice, we are currently dealing with holidays within 21 days of departure, and therefore there are currently no changes to your summer 2021 booking.
This enables us to react to destinations being added or removed to the travel corridor list, and gives us more chance to operate your holiday as planned if we are able to do so.
We appreciate customers patience as we concentrate on those travelling in the coming weeks.
For extra peace of mind, customers travelling between 1 November 2020 and 30 April 2021 also have the option to amend their holiday for free to any holiday currently on sale, up to 21 days before departure.

I AM DUE TO TRAVEL IN SUMMER 2021 AND I HAVE SEEN THAT MY HOTEL IS CLOSED, IS MY HOLIDAY CANCELLED?

We are working closely with all of our hotel and resort partners to gather further information about what’s on offer at the time of your holiday. We will proactively contact you closer to the time if your holiday is impacted to discuss your options.

MY PACKAGE HOLIDAY IS CANCELLED – HOW CAN I AMEND?

If your holiday has been cancelled you can contact us on 0800 916 5167 and one our Travel Advisors will be able to amend your booking.

MY HOLIDAY IS GOING AHEAD AS PLANNED – WILL THERE BE CHANGES?

Due to the impact of COVID-19 on worldwide travel, we’ve been reviewing our programme to ensure we can still operate safe and enjoyable holidays. We’d like to reassure you that if your holiday is going ahead as planned, as per our TUI Holiday Promise there are no known significant changes that will affect your holiday.

MY HOLIDAY IS DUE TO TAKE PLACE, BUT I WOULD LIKE TO CHANGE IT AS I’M IN A HIGH-RISK CATEGORY OR I HAVE BECOME SERIOUSLY ILL?

If you, or a member of your party, are unable to continue with your holiday due to serious illness (non Covid related), or you have been advised by your doctor not to travel please contact our Customer Service Team on 0800 916 5167 to discuss your options. We also advise you to speak to your holiday insurance to check if you are covered for cancellation.

BEFORE TRAVEL

HOW DO I CHECK IN?

You can check in for your flight 24 hours before you take off, up to three hours before departure, online or via the TUI App.
Checking in online will limit the amount of time you have to queue in the airport and limit the contact you have with other passengers and our team.

You’ll need to check in 24 hours before your outbound flight from the UK and 24 hours before your flight home from your destination.
We will also be asking you to complete a brief health declaration as part of the check-in process and you’ll need to do this before you can download your boarding card.

We will have a limited number of check-in desks available at the airport in case you aren’t able to check in online.

WILL THERE BE CHECK IN DESKS OPEN AT THE AIRPORT?

We will always have some check in desks available at the airport for customers who aren’t able to check in online.

SHOULD I ALLOW MORE TIME TO GET THROUGH THE AIRPORT?

With social distancing and enhanced health and safety measures, it will take us longer to get you on-board than usual, so please do allow plenty of time.

DO I NEED A FACE MASK FOR MY FLIGHT?

Everyone over the age of six needs to wear a face mask during their flight, and they might also be required to in the airport too. Different overseas destinations will have different measures in place, but we would advise keeping your mask on right up until you reach your hotel.
You will need to bring your own masks and it’s important to remember they need to be changed every four hours, so you’ll need more than one! Some airports may have masks on sale, but it’s a good idea to be prepared and buy them in advance.

SHALL I BRING HAND SANITISER?

There will be plenty of hand sanitiser dispensers in the airport terminal and we will have some available on-board too. However, we’d recommend you have some handy too (no more than 100ml per person).

WILL MY BAGGAGE ALLOWANCE CHANGE?

Baggage allowances will remain the same, but do bear in mind there will be fewer airport staff to help and where possible bag drops will be self-service.

HOW MUCH LUGGAGE CAN I BRING ONBOARD?

As always, you can bring one piece of hand luggage onboard but you will need to put it in the overhead locker yourself. We’d really recommend you keep it to a minimum so that it can fit under the seat in front of you and prevent the need for you having to reach the overhead locker.

WHAT SHALL I DO IF I NEED SPECIAL ASSISTANCE?

If you need special assistance at the airport, you’ll be able to arrange this by following our normal process. You’ll just need to get in touch with our welfare team and this can be added to your booking.

SHOULD I BUY FOREIGN CURRENCY BEFORE MY HOLIDAY?

Some hotels, shops and restaurants may still accept cash payments, but be prepared for some to accept card payments only. It’s a good idea to take a credit of debit card (MasterCard and/or Visa) on holiday to pay for anything you need. Make sure your cards’ are set up to work abroad before you travel.

DOES THE COUNTRY I’M TRAVELLING TO NEED ANY FURTHER INFORMATION FROM ME?

Some countries require you fill out a Passenger Locator Form (PLF) or health declaration before you travel – most will need you to complete this at least the day before you depart. Some destinations will also require you to provide a negative COVID-19 test before you travel and we’re now offering discounted test kits through our trusted healthcare partner, Randox. Please visit the FCDO website to check entry requirements. Failure to complete a PLF/PCR test may result in you being denied boarding or may result in a fine when you arrive in destination.

AT THE AIRPORT

WILL THERE BE TEMPERATURE CHECKS?

Different airports will have different measures in place and some may check your temperature before you fly.

HOW DO I CHECK MY BAGS IN?

We’ll be asking you to use self-service bag drops where available.

WHAT CHANGES WILL THERE BE AT THE AIRPORT TERMINAL

The usual social distancing will be in place at the airport and there will be an emphasis on self- service with fewer staff to reduce contact points. Airport teams and our crew will be wearing face masks and you’ll probably see staff in airport shops wearing them too. We’d also recommend you get ready for a cash-free journey as retail outlets may prefer card payments. We’ve also increased the availability of contactless payments on board your flight. You may find some shops and bars and restaurants are closed, so ensure you have essentials with you.

WILL FACILITIES AT MY DEPARTURE AIRPORT BE OPEN?

Please be aware that due to Government restrictions some facilities at your departure airport may not be open. We recommend that you visit the website for your departure airport for further information.

WILL THE SECURITY CHECKS BE DIFFERENT?

Security checks will be in place and may take a little longer. To get through as quickly as possible here’s some useful advice:
Make sure that any larger electrical items are separated where possible. This will help airport security staff complete their checks more easily. Placing phones, iPads, headphones etc. in a separate tray is a good idea.

  • Try to travel in slip-on shoes as you may be asked to remove them and place them for x-ray.
  • Be prepared for bag checks and the potential more x-ray checks than usual.
  • Remember no liquids over 100ml and pop them in a re-sealable bag and keep easily to hand to be placed in a separate tray before screening.
  • Expect airport security staff to use PPE, so please be patient if they need to change gloves or other disposable items.

HOW WILL PASSPORT CONTROL OPERATE?

Border controls will be in place as always and you’ll be asked to have your documents open and ready to be scanned. You may also be asked to scan your own passport and boarding pass, to minimise contact with staff.

HOW WILL I GET FROM THE TERMINAL TO THE AIRCRAFT?

For those who need to catch a bus from the terminal to their aircraft we’ll be making more vehicles available so the usual social distancing rules can be applied. We’ll also be ensuring our transfer buses are deep cleaned between journeys.

HOW WILL I BOARD MY FLIGHT?

We will invite people to board in small groups, possibly by row, and ask you to follow social distancing rules as you make your way through the departure gates. We’ll also encourage you to make a note of your seat numbers so we can get you seated quickly as soon as you are onboard.

ON YOUR FLIGHT

WHAT MEASURES HAVE YOU PUT IN PLACE TO REDUCE THE RISK OF INFECTION?

Before you board your flight every part of the passenger cabin of your plane will have been deep cleaned from nose to tail with special attention given to the surfaces you will come in to contact with, like seats and tray tables.
All our aircraft are fitted with super-efficient, state-of-the-art ventilation and filtration systems to control air quality and circulate fresh air around the cabin every few minutes. These systems are similar to those you would find in hospital settings and meet the highest standards of clinical hygiene. Absolutely everything we do will be in line with the very latest Government and aviation industry advice.

We’ll be minimising contact points between you and our crew, who like you, will be wearing face masks at all times. They won’t be able to put luggage in overhead lockers and we’ll also be making all onboard purchases contactless.

CAN I BUY FOOD AND DRINK?

A selection of food and drinks may be available on some flights, and we’ve increased the availability of contactless payment.

CAN I BUY DUTY FREE?

We won’t be selling duty free goods onboard.

HOW DO I KNOW I WILL FEEL SAFE?

We won’t welcome you onboard unless we are100% confident every possible precaution has been taken to keep you and our crew safe and the risk of infection has been minimised.

Our filtration and ventilation systems meet the highest clinical hygiene standards and fresh air is circulated around the cabin every few minutes. We’ll ensure your journey is as contactless as possible and put in place measures to protect you at every stage of your holiday.

WILL SOCIAL DISTANCING BE IN PLACE ONBOARD MY FLIGHT?

We will make sure your journey is as contactless as possible and ask everyone to keep a distance where possible. That’s why our crew won’t be able to help you put your luggage in the overhead compartments. We’ll ask you to stay in your seat unless absolutely necessary, keep movement in the aisles to a minimum and avoid queues for the toilet.

WILL I BE ABLE TO USE THE TOILET?

You will be able to use the toilet facilities but we’ll ask you not to queue in the aisles and our crew will be on hand to help.

HOW WILL I GET OFF THE AIRCRAFT WITHOUT COMING INTO CLOSE CONTACT WITH OTHER PASSENGERS?

We will ask people to disembark row by row and to keep a distance from fellow passengers as they leave the aircraft. It will take longer than usual but we’ll do our best to be as speedy as safely possible.

I AM UNABLE TO WEAR A FACEMASK DUE TO A WELFARE REQUIREMENT – CAN I STILL TRAVEL?

You must have a written confirmation from a doctor or consultant to confirm the reasons you are unable to wear a mask. You’ll need to carry this letter with you at all times so it is available for anybody in the airport or on the aircraft to check. You’ll need to ensure you inform check-in staff, security staff and cabin crew as early as possible why you’re not wearing your mask and provide them the letter to confirm.
If you cannot wear the mask due to a hidden disability, we also recommend you wear the sunflower lanyard if possible to do so.

ON ARRIVAL

WHEN I ARRIVE IN MY DESTINATION, WILL THERE BE SOMEONE WAITING FOR ME?

If you are flying with TUI Airways, the TUI team will be waiting for you when you arrive. You will be able to spot them thanks to their big red TUI smile on their back. Look out for them as you leave the arrivals hall, once you’ve collected your luggage and cleared customs. They will be able to point you in the right direction for your transfer. Our team will be able to let you know any essential information for your journey.

If you are not flying with TUI Airways, e.g. EasyJet or BA you will be met by one of our agents, who will show you to your transfer.

WILL I BE TESTED ON ARRIVAL AT MY DESTINATION?

You may be subject to randomised COVID testing on arrival at your destination. Please note, this is at the discretion of the local authorities.
If you are travelling to Cuba, all customers will be tested on arrival.

WHAT HAPPENS IF I FAIL A TEMPERATURE/HEALTH CHECK/COVID TEST ON ARRIVAL AT MY DESTINATION?

Any COVID-19 tests carried out abroad, as well as any subsequent quarantine requirements, are managed entirely by the local health authorities in that destination. Should you be stopped upon arrival into your destination and you are unable to reach our TUI team, please ask one of your party to head to the TUI team who will assist you.

I’M A SINGLE PARENT/ELDERLY CUSTOMER/HAVE WELFARE NEEDS TRAVELLING ON MY OWN/WITH CHILDREN. WILL THE COACH DRIVER STILL BE ABLE TO HELP ME WITH MY LUGGAGE/WHEELCHAIR ON & OFF THE TRANSFER OR WILL I BE EXPECTED TO DO BY MYSELF?

You will be responsible for handling your own luggage so please only bring with you what you can manage yourself. If you have informed us of specific welfare needs, these plans will remain in place.

WHAT LEVEL OF CLEANING WILL BE DONE ON THE COACHES AND HOW OFTEN?

Enhanced cleaning protocols have been implemented and where hand sanitiser is made available we recommend you use this when boarding on and off your transfer. It’s always good to have your own sanitiser handy too.

DO I NEED TO BRING MY OWN FACE MASK FOR THE COACH OR CAN I USE THE ONE FROM THE PLANE?

Although regulations may differ in destinations, it is recommended, as for public transport in the UK, that a face mask is worn on your transfer coach. We recommended that all customers bring sufficient face masks for their entire journey. The European Union Aviation Safety Agency recommends passengers change them every 4 hours.

WILL THE COACHES BE FULL OR WILL THERE BE ROOM TO ALLOW SOCIAL DISTANCING?

Any capacity restrictions are in line with local regulations.

I’VE DECIDED TO MAKE MY OWN ARRANGEMENTS TO GET TO MY CHOSEN ACCOMMODATION, DO I NEED TO TELL YOU?

If you do not require a transfer, please notify our TUI team at the airport when you arrive so the transfer is not waiting for you. Please also confirm to the team if you will be making your own arrangements back to the airport at the end of your holiday.

IN RESORT

HOW DO I CHECK IN?

Where possible we’d encourage you to check in online – many hotels will have apps to allow you to do this and to also book restaurants. Take a look at your hotels’ website for information on whether they have an App. So that our hotels have enough time to deep-clean all rooms between guests, in some destinations the check-in time will be at the slightly later time of 4pm. And, on the last day of your holiday, your check-out time will be 11am. Please note that on the final day of your holiday Late Check out rooms may have limited availability/be unavailable to allow the hotel to carry out enhanced cleaning measures before the next customers arrive. Where you have pre-booked and paid for a late check out room the hotel will always do their best to arrange a room for you. Where this is not possible, we will of course refund any monies paid.

WILL I HAVE MY TEMPERATURE CHECKED BEFORE ENTERING THE HOTEL?

Dependent on destination and local guidelines, you may be asked to take a temperature check upon arrival at the hotel, and each time you return to the hotel.

DO I NEED TO WEAR A FACEMASK AROUND THE RESORT?

In most destinations you will be required to wear face masks in public areas and when in shops and restaurants and bars (when you are not eating/drinking). We recommend you check the local travel advice. Make sure you take plenty of face masks with you – you could be fined if you don’t have one and note that individual hotel policy may vary.

WHAT HAPPENS IF THE SITUATION CHANGES/SOMEONE IN MY HOTEL IS DIAGNOSED WITH COVID-19 WHEN I’M ON HOLIDAY AND THE HOTEL GOES INTO QUARANTINE?

Should the situation change whilst in resort, we will follow all relevant guidance given by the local authorities and our 24/7 reps in resort will be available to support.

WHAT LEVEL OF CLEANING IN THE HOTEL IS BEING DONE AND HOW OFTEN?

All TUI hotels have been issued with guidance on enhanced cleaning protocols that need to be adopted and all measures will be in line with advice from relevant authorities. Please note that check-in/out times may be adjusted to facilitate enhanced cleaning of guest rooms.

WILL MY ROOM BE CLEANED DURING MY STAY?

Yes, definitely. But, in some hotels, room cleaning during your stay may be less frequent or on an on- demand basis, to reduce unnecessary contact with staff. At some hotels, in-room facilities such as tea and coffee, minibar and room service may be unavailable to reduce unnecessary contact. Some local regulations mean hotel rooms cannot be cleaned on a daily basis, but this is constantly being reviewed.

I’VE GOT A FOOD ALLERGY/DIETARY REQUIREMENT WHICH I’VE INFORMED TUI ABOUT – WILL THE HOTEL STILL BE ABLE TO CATER FOR THIS AS PREVIOUSLY ADVISED EVEN THOUGH THE HOTEL MIGHT NOT BE FULL?

Yes, our hotel partners will ensure their usual high standards of service. Please ensure you highlight any food allergies or dietary requirements on arrival at your accommodation.

WILL THERE BE A BUFFET?

Whether or not there is a buffet will vary from hotel to hotel. You may now be served by the chefs, rather than serving yourself.

HOW WILL RESTAURANTS OPERATE?

There may be fewer tables in hotel restaurants. And, to ensure there’s enough time for everyone to enjoy the delicious food on offer, they may be open for longer. Self-service options could be replaced with table service, and any payments will probably be by card, not cash. Some larger hotels may ask you to choose a time slot. You may also be required to wear a face mask when not sat at your table.

WILL THE POOL BE OPEN?

Main hotel pools should be open and, as usual, will have set opening and closing times. In some destinations, there may be restrictions on the number of people who can be in the water at any one time or times when you can use the pools. Expect sunbeds and tables and chairs around the pool to be laid out to enable social distancing. At some hotels, indoor pools may not be open or might have restricted opening times.

WILL THE SWIM UP BARS BE OPEN?

Some of our hotels come equipped with swim up bars. Typically, this is a feature that we often see in our long haul destinations. It’s worth knowing that owing to social distancing requirements, some hotels may need to close their swim up bars if they are unable to restrict the number of people accessing the area.

DO I HAVE TO TAKE MY OWN POOL TOWELS?

Pool towels will continue to be provided if this is part of the service your hotel offers.

HOW WILL SUNBEDS WORK?

Social distancing measures will be applied, and there will be fewer sunbeds around the pool and on the beach to meet social distancing and local authority guidelines. They will also be thoroughly disinfected between use. In some hotels you may be requested to reserve sunbeds in advance.

WILL THE KIDS CLUBS BE OPEN?

Some hotels run kid’s clubs may be closed and there could be changes to club opening times and numbers, so it’s worth checking before you travel. Creches for infants are likely to be closed – please check before you travel.

WHAT SPORTS WILL BE AVAILABLE?

Sports will definitely be available but the focus will be on socially distanced games like tennis.

WILL SPAS AND GYMS BE AVAILABLE?

The availability of spas and range of treatments on offer will vary from hotel to hotel. At some hotels, spas and gyms might not be open or might have restricted opening times. You might also find there are limits on the number of people that can use the facilities at any one time.

ARE STAFF AT MY HOTEL BEING TESTED EVERY DAY TO SEE IF THEY ARE BRINGING ANY GERMS INTO THE HOTEL?

Guidelines have been issued to all of our hotel partners for staff to follow strict protocols to ensure they are not working if they have any symptoms or have been in close contact with someone who is unwell.

WHAT DO I DO IF I BECOME UNWELL OR DEVELOP COVID-19 SYMPTOMS WHEN I AM ON HOLIDAY?

Should you start to feel unwell, you should stay in your room, seek medical assistance if required and report any illness / symptoms to the hotel management straight away.

If you have symptoms of Coronavirus you should self-isolate in your room whilst waiting for assistance.

CAN I PAY FOR ANY EXTRAS WITHIN THE HOTEL BY CASH?

Some hotels may still accept cash payments, but be prepared for some to accept card payments only. It’s a good idea to take a credit or debit card (Mastercard and/or Visa) on holiday to pay for anything you need in your destination – make sure your card’s set up to work abroad before you travel.

I HAVE BOOKED A ROOM THAT HAS BEEN SPECIALLY ADAPTED TO MY NEEDS, WILL I STILL GET THIS ROOM?

Unless we have informed you prior to your departure, the room type you have booked remains as per your confirmation.

I HAVE A WEDDING BOOKED WHILST I’M ON HOLIDAY, WILL THIS STILL GO AHEAD AND WHAT CAN I EXPECT TO BE DIFFERENT?

Your wedding is a very special day and unless we have been in touch with you previously, your wedding will take place as planned. Shortly after you arrive, our wedding coordinator/hotel wedding manager will meet with you to discuss details of your big day. As with our holidays, please expect that there may be minor changes to your wedding arrangement including social distancing protocols. Should there be any significant changes before you travel, we will be in contact to discuss your options.

IS THE FULL PROGRAMME OF EXCURSIONS STILL RUNNING?

We plan to operate our excursion programme, factoring in social distancing measures and local guidelines. Excursions may be amended or cancelled if we are not able to guarantee our usual high standards of safety and enjoyment. If for any reason we aren’t able to operate your excursion as planned, you’ll be contacted by our team. You can either amend your excursion to another date (where applicable) or receive a full refund.

IF I DECIDE I NO LONGER WANT TO TAKE PART IN MY EXCURSION WHILST IN RESORT, CAN I GET A REFUND?

Most excursions can be cancelled with 24hrs notice, but please check the terms and conditions of your excursion booking.

WILL THERE BE ANY REDUCTION IN NUMBERS ALLOWED ON EXCURSIONS?

Excursion numbers may be reduced to allow social distancing measures to be implemented.

WHAT LEVEL OF CLEANING WILL BE DONE ON THE COACHES/BOATS/EXCURSION VENUES AND HOW OFTEN?

Increased cleaning protocols have bene implemented in line with local guidelines. Where hand sanitiser is provided we recommend you use this when boarding on and off our coaches. Cleaning measures at restaurants and other excursion venues will be in line with advice from relevant authorities.

We also recommend you carry your own hand sanitisers when out and about in your holiday destination.

I AM UNCOMFORTABLE TRAVELLING ON AN EXCURSION WITH OTHER PEOPLE, IS IT POSSIBLE TO BOOK PRIVATE EXCURSIONS?

Your resort team will be able to talk you through all options available.

WILL LOCAL BARS, SHOPS, RESTAURANTS & PLACES OF INTEREST BE OPEN AS USUAL?

Opening times and capacities may vary from destination to destination in line with local authority guidance. As per our TUI Holiday Promise, we won’t be going to destinations where there will be no local facilities open. Please expect that there may be minor changes in your resort for example, reduced opening times and limited capacities allowed. Whilst some establishments may still accept cash payments, some may only accept payment by cards. Therefore, we suggest you take a card on holiday to pay for your extras.

WILL LOCAL NIGHTCLUBS BE OPEN?

Nightclubs in Spain and Portugal will not be open. In other countries, opening times and capacities may vary from destination to destination in line with local authority guidance.

WILL THERE BE ANY RESTRICTIONS ON MOVING AROUND THE RESORT?

Any restrictions in place will be as per local authority guidelines and your TUI reps will be able to advise you. As per our TUI Holiday promise, unless we have advised you differently, we are only operating holidays with no significant disruption. Please expect that there may be minor changes in your resort for example, restaurants and bars may need to close earlier than usual.

CAN I STILL RENT A CAR LOCALLY?

The majority of car rental companies are working as normal; some may only accept card payment so make sure you have a card with you. You may also be required to wear a mask when collecting your car, this will depend on local guidelines in place.

WILL LOCAL TAXIS BE OPERATING?

The majority of taxi companies are operating as normal; some may only accept card payment so make sure you have a card with you. You may also be required to wear a mask, depending on local restrictions.

DO I NEED MY OWN FACE MASK WHEN I AM OUT AND ABOUT IN RESORT?

When travelling to Spain, masks are mandatory when out and about. Regulations vary depending on destination and you will most likely be required to wear a mask on public transport and in shops. We recommend that all customers bring sufficient face masks for their entire holiday.

WILL MY HOTEL’S SHUTTLE BUS BE RUNNING?

Due to social distancing measures and reduced numbers of customers, a number of our hotels who offer a free shuttle bus to the beach and/or resort centre may be operating a reduced service, or, in some cases, suspending operation until further notice.

Q&A FOR REFUND CREDIT / BOOKING INCENTIVES

IS MY REFUND CREDIT VOUCHER PROTECTED?

Yes, your refund credit voucher and the holiday you book with it will carry the same financial protection as your original holiday.

WILL I STILL GET MY INCENTIVE IF I CHANGE MY HOLIDAY?

Please note, if you change your holiday, hotel or add or remove a passenger, your original incentive will not be retained.

However, if you make any of these amendments as a result of us cancelling/changing your holiday due to COVID, your original incentive will drop off and you will be eligible for the new incentive that is in place at the time you receive your cancellation email.

MY HOLIDAY HAS NOW BEEN CANCELLED BY TUI MORE THAN ONCE, WHAT INCENTIVE DO I GET?

We’re sorry you’ve been impacted by holiday cancellations more than once. You will be entitled to the booking incentive that’s valid at the time we notify you of your cancelled holiday. The amount of your incentive will be included in your cancellation email from us. This means that any incentive you received on your previous holiday that was cancelled, will not be retained.

WHAT CAN I USE MY REFUND CREDIT ON?

You can use your refund credit as payment on any alternative or existing TUI or First Choice package holiday. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only. We have holidays on sale up until 30 April 2022, and you have the flexibility to use it until then, as long as you book your new holiday before 30 September 2021.

And, if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking. You can therefore be confident that you have financial security.

HOW DO I USE MY REFUND CREDIT?

You will need to call 0800 916 5167 and select the correct option for your booking. And, if your original booking was for a package holiday, you can use your booking incentive at the same time as your refund credit.

WHAT ELSE DO I NEED TO KNOW ABOUT MY REFUND CREDIT?

  • You can use your refund credit as payment towards an alternative booking on any of our package holidays on sale. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only.
  • You can use your refund credit to pay off any remaining balance of an existing holiday.
  • The booking incentive can only be used alongside your refund credit on alternative package holiday bookings costing more than your original holiday.
  • If you booked a holiday with a flight, your refund credit is valid for bookings made until 30 September 2021.

CAN I USE MY REFUND CREDIT ON A CRYSTAL SKI HOLIDAY?

No, we’re sorry you’re not able to use your refund credit note on a Crystal Ski Holiday. You can use your refund credit on any TUI or First Choice package holiday – including a Marella Cruises or TUI River Cruises sailing.

IS MY REFUND CREDIT FINANCIALLY PROTECTED?

We’d like to reassure you that if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking. You can therefore be confident that you have full financial security. Any booking incentive is not protected. Any new booking will be protected by the scheme of financial protection in place for that booking, please note that TUI Airways flight only, or TUI or First Choice accommodation only bookings are not financially protected.

MY ORIGINAL BOOKING WAS WITH THIRD PARTY FLIGHTS, DO I HAVE TO USE MY REFUND CREDIT ON THE SAME CARRIER?

No, you can use your refund credit as payment towards an alternative booking on any of our package holidays on sale. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only.

IF I REQUEST TO CHANGE MY REFUND CREDIT TO A CASH REFUND HOW LONG WILL IT TAKE?

Your cash refund should take between five and seven days to reach you from when we’ve processed it. We are working through an unusually high volume of refunds so please do bear with us. Thank you for your patience.

IF I MAKE A NEW BOOKING WHEN DO I NEED TO PAY MY FINAL BALANCE?

If you make a new booking on or before 1 June 2020 you will need to pay your balance four weeks before your departure date, any new bookings made after 1 June will need to pay their final balance 12 weeks before their departure date and this will be reflected in the booking terms and conditions.

I AMENDED MY HOLIDAY BEFORE YOU INTRODUCED THE FREE AMENDS OR BEFORE YOU CANCELLED MY HOLIDAY, CAN I CLAIM BACK MY AMENDMENT FEE?

Our terms and conditions apply for the time the amendment or cancellation took place, therefore we are sorry that you cannot claim back any fee you paid in line with those.

I ORIGINALLY BOOKED WITH A FREE CHILD PLACE/ USED A DISCOUNT CODE, WILL THIS BE INCLUDED IN MY REFUND CREDIT?

Your refund credit will cover the amount that you paid when you made your original booking and won’t include any offers or incentives that you used at the time.

WILL I GET A REFUND FOR ANY HOLIDAY EXTRAS THAT I BOOKED?

If you booked any holiday extras with us at the time that you made your booking like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit.

If you purchased AXA Insurance through TUI and if a refund is due, this will be processed via the card you used to make your original purchase providing no incident has occurred that could give rise to a claim.

If you booked any other holiday extras with us, we’ll proactively contact you.

If you booked any holiday extras through third parties, you’ll need to contact them directly.

I HAVE ANOTHER BOOKING THAT HASN’T BEEN CANCELLED, CAN I APPLY MY REFUND CREDIT AND BOOKING INCENTIVE TO THAT?

If your other booking still has an outstanding balance you can use your refund credit to pay, however won’t be able to use the booking incentive on an existing holiday. If you’d like to use both your refund credit and your booking incentive, you will need to book an alternative package holiday.

IF I DON’T USE ALL OF MY REFUND CREDIT, WILL YOU REFUND ME WHAT’S LEFT?

Yes, any outstanding refund credit balance will be automatically refunded back to your original payment method. If we don’t have your details, we’ll be in touch to get them and arrange your refund.

WHAT HAPPENS WHEN MY REFUND CREDIT EXPIRES?

When your refund credit expires on 30 September 2021 for holidays with a flight you will automatically be issued a refund for any remaining balance you have on your refund credit. If we don’t have your payment details or your card has expired, we’ll contact you to arrange your refund.

HOW CAN I AMEND OR CANCEL A BOOKING MADE WITH REFUND CREDIT?

If the holiday you’d like to amend to costs less than your previous booking, we need to refund you the difference. Unfortunately, due to the way our systems are set up, we’re unable to process this online for you. So, to change your booking, please call us on 0800 916 5167. If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.

IF I DON’T USE MY SEPARATE BOOKING INCENTIVE, WILL YOU REFUND ME WHAT’S LEFT?

Your separate booking incentive can only be used with your refund credit to book an alternative package holiday. You won’t be refunded for any amount you don’t use.

CAN I CLAIM A REFUND WITH MY TRAVEL INSURANCE?

Please speak to your travel insurance provider and do check the terms and conditions of your policy.

I PAID FOR MY HOLIDAY IN CASH AND DON’T WANT TO ACCEPT A REFUND CREDIT, HOW WILL I RECEIVE A REFUND?

We understand that a refund credit might not work for everyone so you can apply for a cash refund. Please call us on 0800 916 5167 and a member of the team will be able to process this for you.

I’M TRYING TO AMEND BUT I CAN’T FIND THE DATE I WANT?

If you’re unable to find the date you would like to amend your holiday to then it is likely we don’t fly to your desired destination on that day or we don’t have the availability. We have lots of holidays available so recommend trying another date.

MY BOOKING IS AS PART OF A GROUP, WILL WE ALL GET A REFUND CREDIT?

Your refund credit will be sent to the lead passenger on the booking and they will need to book the alternative holiday. Your alternative holiday can have any combination of names and people on it so long as the lead passenger is the same as the original booking.

WHAT HAPPENS IF MY ORIGINAL BOOKING WAS PAID FOR WITH VOUCHERS?

You’ll be given new vouchers equivalent to the amount you spent in vouchers on your original booking.

IF I HAVE TWO SEPARATE CANCELLED BOOKINGS WILL I GET TWO SEPARATE REFUND CREDITS?

Yes, if you have two separate bookings that have been cancelled, we’ll send you two separate refund credit notes. And, if those bookings were both for package holidays, you’ll receive two booking incentives from us too.

CAN I USE MULTIPE REFUND CREDITS AND BOOKING INCENTIVES ON ONE BOOKING?

Yes, you can do that over the phone with us, it’s not something you can do online. It’s important to note that only one booking incentive can be used per alternative booking.

CAN I USE ANOTHER PROMOTION WHEN I USE MY REFUND CREDIT AND BOOKING INCENTIVE?

Yes, if you are using your refund credit to rebook, you are able to use another offer alongside the 10% and 20% booking incentives. For example, you will still be able to use Family & Friends discounts and sale codes.

CAN I CLAIM A REFUND VIA MY CREDIT CARD PROVIDER?

Whilst we can’t comment on your credit card policy we’d like to remind you that if you booked a package holiday you will also receive up to 10% or 20% in the form of a booking incentive to use alongside your refund credit for alternative package holiday bookings. Your refund credit is valid until 30 September 2021 for holidays with a flight.

I WANT TO AMEND THE HOLIDAY I’VE BOOKED WITH MY REFUND CREDIT AND BOOKING INCENTIVE, CAN I DO THIS FOR FREE?

Normal booking terms and conditions will apply if you’d like to amend your alternative booking.

I HAVEN’T PAID MY FULL HOLIDAY AMOUNT/I’VE ONLY PAID MY DEPOSIT AND MY HOLIDAY HAS NOW BEEN CANCELLED, WILL I RECEIVE A REFUND OR CREDIT?

The amount that you have paid is the amount that will be given back in the form of refund credit.