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 - Friday 9:00am - 7:00pm
Saturday 9:00am - 5:00pm
Sunday 10:00am - 5:00pm
Festive Opening Times
Thu 24th Dec CLOSED
Fri 25th Dec CLOSED
Sat 26th Dec 10:00am - 5:00pm
Sun 27th Dec 10:00am - 5:00pm
28th - 30th Dec 9:00am - 7:00pm
Thu 31st Dec 9:00am - 4:00pm
Fri 1st Jan 10:00am - 5:00pm
Sat 2nd Jan 9:00am - 8:00pm
Sun 3rd Jan 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 - Friday 9:00am - 7:00pm
Saturday 9:00am - 5:00pm
Sunday CLOSED
Festive Opening Times
Thu 24th Dec CLOSED
Fri 25th Dec CLOSED
Sat 26th Dec 10:00am - 5:00pm
Sun 27th Dec CLOSED
28th - 30th Dec 9:00am - 7:00pm
Thu 31st Dec 9:00am - 4:00pm
Fri 1st Jan 10:00am - 5:00pm
Sat 2nd Jan 9:00am - 5:00pm
Sun 3rd Jan 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

NOVEMBER / DECEMBER PROGRAMME CHANGES DUE TO SECOND LOCKDOWN

IS MY HOLIDAY AFFECTED?

Due to new restrictions introduced by the Government, the following holidays are no longer operating:

  • All package holidays, including those with third party flights, departing from England and Northern Ireland up to and including Wednesday 2 December
  • All package holidays, including those with third party flights, departing from Wales up to and including Friday 4 December
  • A selection of package holidays operating after Wednesday 2 December

MY HOLIDAY IS ACCOMODATION-ONLY, IS IT GOING AHEAD?

If you have an accommodation-only booking, it is currently still operating as planned. However, you have the option to amend your holiday free of charge if you can’t travel to your destination due to current restrictions in place.

MY HOLIDAY TO THE CANARIES IS DUE TO DEPART FROM 2ND DECEMBER UP TO AND INCLUDING 6TH DECEMBER, IS IT GOING AHEAD?

We’ve had to make some operational changes to our programme that mean you’ll still be able to go on your holiday, but there may be a change to your flight details. All impacted customers will be proactively called to discuss their options, which include:

  • Accept the change or
  • Amend with an incentive worth up to 10% within seven days
  • You also have the option to simply cancel your booking and we will automatically refund you the amount you’ve paid for your holiday. Please note, if you choose to cancel and receive a full refund, it will not be possible to apply the 10% booking incentive based on the cost of your holiday if you choose to book a holiday at a later stage.

Customers whose holidays can no longer go ahead will also be proactively called to discuss their options as follows:

  • You can amend to another holiday that’s currently on sale. If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 40% of your original holiday cost, to put towards your new holiday. You have seven days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled and you will receive a refund credit note and booking incentive of up to 20% of your original holiday cost.
    18 November 2020.
  • You can wait until your booking is automatically cancelled by us and receive a refund credit note plus a booking incentive up to 20% based on the total value of your original holiday.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

I AM CURRENTLY ON HOLIDAY – WILL I NEED TO COME HOME EARLY?

If you are currently on holiday can continue to enjoy your holiday as planned. We will be in touch directly if the situation changes.

SCOTLAND HOLIDAYS

MY HOLIDAY IS DEPARTING FROM SCOTLAND, IS IT GOING AHEAD?

We are aware of the new restrictions being introduced in Scotland from 6pm on Friday 20th November. We will be contacting customers directly impacted by changes to our flight schedule from Scottish airports. There will be no TUI flights from Edinburgh and Glasgow from 6pm on 20th November up to and including 11th December. Customers with cancelled flights and holidays will have the following options:

  • Amend to another holiday that’s currently on sale. If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 40% of your original holiday cost, to put towards your new holiday. You have seven days to do this from when you receive your confirmation email, after this your holiday will be automatically cancelled.
  • Wait until your booking is automatically cancelled by us and receive a refund credit note plus a booking incentive up to 20% based on the total value of your original holiday.
  • Simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

MY PACKAGE HOLIDAY IS NOT OPERATING, WHAT ARE MY OPTIONS?

We’ll be proactively contacting you to discuss a range of flexible options, these include:

  • You can amend to another holiday that’s currently on sale departing from 3 December 2020.If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 40% of your original holiday cost, to put towards your new holiday. You have 14 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled and you will receive a refund credit note and booking incentive of up to 20% of your original holiday cost.
  • You can wait until your booking is automatically cancelled by us and receive a refund credit note plus a booking incentive up to 20% based on the total value of your original holiday.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

WHAT CAN I USE MY REFUND CREDIT VOUCHER ON?

You can use your refund credit voucher to book any holiday that’s currently on sale, you’ll just need to use it before 30 September 2021.

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.

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

If you made this booking using a refund credit note and the 20% incentive from a previously cancelled holiday, then you will retain your 20% incentive when you amend your booking the next time. You will also be entitled to this same incentive if the new holiday is more expensive. If your new holiday is subsequently affected by a holiday change then you will retain this incentive, and still be entitled to a free amend or free cancellation again, and but not to a further incentive.

3RD PARTY FLYING

If you are due to fly to the below destinations and are not on a TUI airline flight then these have now been cancelled.

  • Abu Dhabi – 11th December 2020
  • Antigua – 2nd December 2020
  • Bali – 11th December 2020
  • Barbados – 11th December 2020
  • Dubai – 2nd December 2020
  • Grenada – 2nd December 2020
  • Las Vegas – 11th December 2020
  • Maldives – 2nd December 2020
  • Malta – 8th December 2020
  • Mauritius – 11th December 2020
  • Miami – 11th December 2020
  • New York – 11th December 2020
  • Seychelles – 11th December 2020
  • Sri Lanka – 11th December 2020
  • Trinidad & Tobago – 11th December 2020
  • Turkey – 8th December 2020
  • Zanzibar – 11th December 2020

ICELAND

I’M DUE TO TRAVEL TO ICELAND AFTER THE LOCKDOWN LIFTS IN THE FIRST WEEK OF DECEMBER, WILL MY HOLIDAY GO AHEAD?

Currently, all TUI holidays due to depart after the 8th December are scheduled to operate as planned.

We understand there’s still a lot of uncertainty around travel and we’re trying to be as flexible as possible. If you’re booked to travel to Iceland from 3rd December up to and including 7th December, you now have the option to amend for free up to seven days before your departure date.

LAPLAND

I AM DUE TO TRAVEL TO LAPLAND IN THE WINTER 2020/21 SEASON, IS MY HOLIDAY GOING AHEAD?

Due to the impact of Covid19 and travel restrictions in place for Finland – such as the requirement for a negative COVID test – we’ve regret to confirm we’ve made the difficult decision to suspend all Lapland holidays for the winter 2020/21 season. We understand how magical these holidays are and we’re sorry for the disappointment this may cause. The health, safety and enjoyment of customers and colleagues continues to be our number one priority.

MY LAPLAND HOLIDAY IS CANCELLED, WHAT ARE MY OPTIONS?

  • You can amend to another holiday that’s currently on sale departing from 3 December 2020. If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 40% of your original holiday cost, to put towards your new holiday. You have 7 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled and you will receive a refund credit note plus a booking incentive of up to 20% of your original holiday cost.
  • You can wait until your booking is automatically cancelled by us and receive a refund credit note after 14 days plus a booking incentive up to 20% based on the total value of your original holiday.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

I AMENDED MY LAPLAND HOLIDAY BEFORE YOU CANCELLED IT, WILL YOU REFUND ME THE INCENTIVE AMOUNT?

Due to the fluid nature of the situation surrounding travel at the moment, we’re unable to provide you with the incentive amount, as this policy was not in place at the time you amended.

MY CITY/TOWN/AREA/REGION IS IN TIER 3 & ABOVE WHAT ARE MY OPTIONS?

If your area is under tier 3 restrictions (or tier 3 and above for Ireland/Scotland) and you are due to depart in the next 14 days, you can amend to any holiday on sale free of amendment fees. Or, if your holiday is due to depart within the dates your area is under Tier 3 (or above) restrictions, you can amend to any holiday on sale free of amendment fees. If the alternative holiday is cheaper, you will be refunded the difference. If it is more expensive, you will need to pay the difference.

POLICY FOR AIRPORT HOTEL BOOKINGS AFFECTED BY UK TIERS

MY DEPARTURE AIRPORT IS IN A TIER 3 AREA AND I’VE BOOKED AN AIRPORT HOTEL THAT I CAN NO LONGER STAY IN, WHAT ARE MY OPTIONS?

If you booked your hotel as part of your package or through Holiday Extras with TUI, we will arrange to refund you the cost of your UK airport hotel as long as we have been given a minimum of 24hrs notice.

If you booked your hotel through an independent 3rd party or with the hotel directly, you’d need to speak directly with the supplier to request a refund.

I NEEDED AN AIRPORT HOTEL AND CAN’T TRAVEL ON HOLIDAY WITHOUT IT, WHAT ARE MY OPTIONS?

If you needed an airport hotel for a specific reason, such as welfare needs, early departure or arrival or no public transport, and therefore can no longer travel on your holiday, you can amend your holiday free of charge to any other holiday currently on sale. If the holiday is cheaper, you’ll receive a refund of the difference in cost.

I WOULD STILL LIKE TO TRAVEL ON MY ORIGINAL HOLIDAY BUT I’D LIKE TO AMEND TO A LATER FLIGHT – IS THIS POSSIBLE?

If we have availability with TUI Airways on the same day as your original flight then you can amend to another flight at no extra cost, providing all other elements of your holiday remain the same. If this flight is departing from a different UK airport, you’ll need to pay any associated costs of getting to and from the alternative airport.

I AM DUE TO TRAVEL AT A LATER DATE – MY DEPARTURE AIRPORT IS IN A TIER 3 AREA AND I’VE BOOKED AN AIRPORT HOTEL, WHAT ARE MY OPTIONS?

If your UK airport hotel remains in a Tier 3 area on the date you’re due to travel, we’d please ask that you contact us within 14 days of your departure date, to discuss your options.

FREE AMENDS POLICY FOR WINTER DESTINATIONS WITHOUT A TRAVEL CORRIDOR I’M DUE TO TRAVEL TO A COUNTRY THAT DOESN’T HAVE A TRAVEL CORRIDOR AFTER 2ND DECEMBER, WILL MY HOLIDAY GO AHEAD?

We understand there’s still a lot of uncertainty around travel and we’re trying to be as flexible as possible. If you’re booked to travel to a destination without a travel corridor from 3rd December up to and including 14th December, you now have the option to amend for free up to seven days before your departure date.

POLICY FOR CANCELLED WINTER HOLIDAYS DEPARTING AFTER 2ND DECEMBER

We’ll be proactively contacting you to discuss a range of flexible options, these include:

  • You can amend to another holiday that’s currently on sale departing from 3 December 2020.
  • If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 20% to put towards your new holiday. You have 14 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled.
  • You can wait until your booking is automatically cancelled by us and receive a refund credit note plus a booking incentive up to 10% based on the total value of your original holiday.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

FREE AMENDS POLICY FOR TUI HOLIDAYS

NEW AND EXISTING BOOKINGS MADE BEFORE 31 DECEMBER 2020 TRAVELLING UP TO 30 APRIL 2021

We understand that you might be looking for some extra flexibility and peace of mind when you’re booking with us.

So, as an exception to our normal booking conditions, if you have an existing TUI package holiday booking, or make a new booking, with travel between 1 November 2020 and 30 April 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.

POLICY FOR CANCELLED SUMMER HOLIDAYS DEPARTING UP TO AND INCLUDING 31 OCTOBER (FOR CUSTOMERS NOTIFIED BEFORE 30 SEPTEMBER 2020)

I WAS DUE TO TRAVEL ON A CANCELLED HOLIDAY – WHAT ARE MY OPTIONS?

We’ll be proactively contacting you to discuss a range of flexible options, these include:

  • You can amend to another holiday currently on sale and if the new booking is more expensive than your original booking, we’ll give you an incentive worth up to £500 to put towards your new holiday. You have 7 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled.
  • You can wait until your holiday is automatically cancelled by us and you’ll receive a refund credit for the amount you’ve already paid, plus a booking incentive of up to 10%, which you can put towards any holiday currently on sale up until 30 September 2021.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

POLICY FOR CANCELLED SUMMER HOLIDAYS DEPARTING UP TO AND INCLUDING 31 OCTOBER (FOR CUSTOMERS NOTIFIED AFTER 1 OCTOBER 2020)

I WAS DUE TO TRAVEL ON A CANCELLED HOLIDAY – WHAT ARE MY OPTIONS?

We’ll be proactively contacting you to discuss a range of flexible options, these include:

  • You can amend to another holiday currently on sale and if the new booking is more expensive than your original booking, we’ll give you an incentive worth up to £500 to put towards your new holiday. You have 7 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

POLICY FOR CANCELLED WINTER HOLIDAYS DEPARTING BEFORE 5TH NOVEMBER OR AFTER 2ND DECEMBER

We’ll be proactively contacting you to discuss a range of flexible options, these include:

  • You can amend to another holiday that’s currently on sale departing from 3 December 2020. If the new booking is more expensive than your original booking, we’ll give you an incentive worth up to 20% to put towards your new holiday. You have 14 days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled.
  • You can wait until your booking is automatically cancelled by us and receive a refund credit note plus a booking incentive up to 20% based on the total value of your original holiday.
  • You also have the option to simply cancel your booking and we’ll then automatically refund you the amount that you’ve paid for your original booking.

DESTINATION ENTRY REQUIREMENTS

SPAIN/CANARY ISLANDS

DO I NEED TO TAKE A COVID-19 TEST?

The Spanish health authorities have confirmed that from 23rd November, all customers travelling from the UK to Spain and the Canary Islands – including children under the age of six – will need to provide a negative PCR test on arrival, taken no more than 72 hours before travel. You will need a paper or digital certificate to prove that you have had a test. If you are travelling to the Canary Islands, you will also need to provide your negative PCR test when checking-in to your accommodation.

No more than 48 hours before travel, you will also need to complete and sign a Health Control Form (FCS) via the Spain Travel Health site or via the the Android or iOs apps, where you will need to provide confirmation that you have evidence of your negative PCR test. On completion, you will be issued QR code which you must show at airport health controls on arrival in Spain. You must also download the Radar COVID notification app for use during your stay on the islands, and for 15 days after your return home.

We advise customers to arrange their own COVID test, or you can order a PCR test through our partner supplier, Randox.

Please continue to check the FCDO, Scottish Government and Canarian Tourist Board websites for the latest travel advice, as well as our Canary Islands destination page for all the details around entry requirements.

MY HOLIDAY IS GOING AHEAD – WHAT PROTOCOLS WILL THERE BE?

It is mandatory for those in the Canary Islands over the age of 6 to wear face asks in all public places, including public areas in hotels and apartments.

The Government in the Canaries has also implemented rules which require all restaurants and bars to close at midnight and new customers will not be allowed in after 11 pm.

MADEIRA

I AM TRAVELLING TO MADEIRA, WHAT DO I NEED TO KNOW?

The Madeiran health authorities have implemented new health and safety protocols to minimise the spread of Covid-19. Customers due to travel to Madeira will need to complete an online Madeira Traveller Registration form (https://madeirasafe.com) within between 48 and 12 hours before departure.

A negative COVID-19 PCR test taken within 72 hours of your departure to Madeira is required for all customers aged 12 and over. Children under 12 years do not have to take the test, unless they are showing COVID-19 symptoms. Evidence of a negative COVID-19 PCR test can be uploaded to the Madeira Traveller Registration or presented on arrival at the airport. If you do not have proof of a negative COVID-19 test result, you can take a free test on arrival at the airport in Madeira, however please be advised that you will be required to self-isolate in your hotel room until you receive your results, usually within 12 hours. A test at the airport should not take longer than an hour after landing and you can leave the airport to catch your transfer afterwards.

CAN I GET A FREE TEST ON THE NHS?

We advise you to read the information available online (see links below), some customers are eligible for tests on the NHS.
Please visit the FCDO website for more information. The UK government guide to testing for COVID 19 contains useful links and further information.

HOW LONG DOES IT TAKE TO GET A TEST & RECEIVE MY RESULTS?

Most tests can be booked within 5 days and results are usually provided within 24hrs of receiving the sample, however all customers are asked to check with the test provider.

ST LUCIA

I AM DUE TO TRAVEL TO ST LUCIA, WHAT DO I NEED TO KNOW?

Before you travel to St Lucia, all customers aged 18 and over must complete a Pre-Arrival registration form at least 3 days prior to travelling. This can be found online at the St Lucia Official Tourism website https://www.stlucia.org/en_UK/covid-19/

Anyone travelling to St Lucia aged 5 and over, must provide certified proof of a negative PCR COVID- 19 test taken within 7 days before travel. You can now get this test free of charge travelling with TUI, if you booked your holiday on or after 22 October. The test result must be submitted by email before travel to this email address: sarscov2ell@gmail.com

Passengers will be refused boarding if they do not have proof of a negative Covid-19 test and confirmation of completion of the pre-travel registration form.

If you haven’t received the letter of authorisation 24 hours before travel, you can email travelinfo@stlucia.org with your full name & ID number (this is generated when you register to do the form) and the Tourist Board in St Lucia will endeavour to get your authorisation letter sent to you as quickly as possible.

If customers have completed the Pre-Travel Registration form but have not sent their Covid test results and therefore have not received an authorisation letter, please ask them to email travelsaintlucia@gmail.com with their name, ID number and their test result before boarding the plane. If authorisation is not received before departure, pax can still travel without the authorisation letter as long as they are travelling with their negative covid test result and have completed the Pre-Travel Registration form.

If you are travelling Flight Only and you do not have a reservation for a COVID-19 accommodation or a pre-arranged stay confirmed at a government operated quarantine facility, you will not be able to travel. Further information can be found at https://www.stlucia.org/en_UK/covid-19/

Please be aware that upon arrival into St Lucia, all customers will need to pay a tourism levy of between $3 and $6 per person per night.

For the most up to date travel information for St Lucia please refer to the FCDO (Foreign & Commonwealth Development Office) website https://www.gov.uk/foreign-travel-advice/stlucia/entry-requirements

HOW DO I BOOK MY FREE COVID TEST?

TUI will send you a unique discount code which you will use to log on directly to the Randox website. The code will be sent via email. We will send your coupon code to you by email two weeks before departure.

  1. Go to https://www.randoxhealth.com/covid-19-home-testing-kit/
  2. Select the number of tests you need for everyone over 5 on your booking – in your case this totals <number> kits. Add to basket.
  3. Enter your unique code and click ‘Apply Coupon’. Your unique code is <code>.
  4. Click ‘Proceed to checkout’
  5. Enter your details and click ‘Place Order’

I HAVE BOOKED TO TRAVEL IN LESS THAN 8 DAYS, WHY CAN’T I GET A FREE TEST?

The tests are being performed by our preferred partner, Randox Laboratories Ltd. We cannot guarantee that the results can be processed within 7 days of ordering the test from them, as the test needs to be delivered to your home and then sent back to Randox. Therefore, we’d recommend you to look at alternative options available to you in order to get a test completed by another provider. Your new booking needs to depart in eight days or more from when you book for you to be eligible for the free test. So, as an example, if you book on a Monday to depart the following Tuesday, you’re eligible for the free testing kits, but if you book on a Tuesday to depart the following Tuesday, you are not.

WHAT IF I DON’T RECEIVE MY COUPON CODE?

We will send your coupon code to you by email two weeks before departure. If for some reason you don’t receive this, then please call us on 0203 636 1931. If the testing requirements change for St Lucia, and you no longer require the test, then we will not send you a code.

CUBA

I AM DUE TO TRAVEL TO CUBA, WHAT DO I NEED TO KNOW?

Temperature checks and covid-19 PCR tests are being carried out on all customers entering Varadero. The results of the test will be available after 48 hours, during this period, you’re able to travel to your hotel and fully use its’ facilities as normal.

If your test result comes back positive, Cuban health authorities require you to self-isolate for a minimum of 10 days in a hospital in Cuba. As per standard COVID-19 protocols, you will not be allowed any visitors during your isolation period.

As a reminder, a Cuban tourist card must be purchased prior to departure, otherwise you may be refused boarding in the UK. Below are some examples of companies that offer various options to pay to receive the card in time including priority (2 days delivery) and next working day.
https://www.cubavisa.uk/definition-and-cost/

https://www.cubavisas.com/

https://www.visacuba.com/

For the most up to date travel information for Cuba please refer to the FCDO (Foreign & Commonwealth Development Office) website https://www.gov.uk/foreign-travel-advice/cuba/entry-requirements.

MALDIVES

I AM DUE TO TRAVEL TO THE MALDIVES, WHAT DO I NEED TO KNOW?

Everyone arriving in the Maldives will need to present a negative COVID-19 test on arrival in the country. The test results must have been issued no more than 96 hours before departure in Maldives. All passengers must also complete an Immigration Arrival Card, and there’ll be temperature checks and screening procedures in the airport. Anyone with COVID-19 symptoms will have to pay to complete a new PCR test on arrival. In the event of random testing – carried out by local health authorities – you won’t be charged for the test. All visitors are also advised to download the country’s contact tracing app – TraceEkee – before they arrive.

All customers must also fill out a Traveller Health Declaration form 24 hours before departure. More information on the form can be found here: https://imuga.immigration.gov.mv/ethd/create?vlid=TMTCVD2020

MY FLIGHT HOME FROM THE MALDIVES TRANSIT STOPS IN ANOTHER COUNTRY, WILL I NEED TO SELF ISOLATE?

If you are due to travel to the Maldives from 1 November onwards and your third party flight stops in a country or region which is not on the travel corridor list, you will need to self-isolate when you arrive home.

It’s your responsibility to check whether you need to self-isolate depending on your transit destination. You can see information on this here: https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors#transit-stops

ANTIGUA

I AM DUE TO TRAVEL TO ANTIGUA, WHAT DO I NEED TO KNOW?

All passengers aged 12 and above need to provide evidence of a negative COVID-19 PCR test, taken no more than seven days before your arrival in Antigua. You’ll need to fill out a health declaration form on arrival and you can also expect temperature and travel history checks on arrival. If you’re required to take a COVID-19 PCR test on arrival, you may be asked to pay a $100 fee, or the local equivalent, in cash. Additionally, the local authorities require you to remain at your hotel from 11pm to 5am, unless you need urgent medical attention.

Please visit the latest UK FCDO advice here: https://www.gov.uk/foreign-travel-advice/antigua-and-barbuda?vlid=TMTCVD2020

DUBAI

I AM DUE TO TRAVEL TO DUBAI, WHAT DO I NEED TO KNOW?

Authorities in Dubai have implemented new health and safety protocols to minimise the spread of Covid-19. Customers due to travel to Dubai will need to follow the below measures:

  • Customers have the option to either present a negative COVID-19 PCR test before departure, which has been taken within 96 hours of departure, or to take a PCR test on arrival at Dubai Airport.
  • If you test positive for COVID-19 on arrival in Dubai, depending on your symptoms and your accommodation plans, you may be required to self-isolate in a government led facility, a hospital, your hotel or privately arranged accommodation.

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.

I HAVE BEEN ADVISED TO SELF-ISOLATE SO I CANNOT GO ON MY HOLIDAY – WHAT ARE MY OPTIONS?

We’re really sorry to hear this. If you are self-isolating and you are due to depart in the next 14 days, you can amend to any holiday on sale free of amendment fees. If the alternative holiday is cheaper, you will be refunded the difference. If it is more expensive, you will need to pay the difference.

IF I AM LIVING IN AN AREA WITH TIER 3 RESTRICTIONS, WILL MY HOLIDAY INSURANCE STILL COVER ME? DOES COVID COVER STILL APPLY?

You should check with your individual insurance provider. We recommend you follow Government advice for your local area, which may restrict travel.

CAN I STILL TRAVEL WITH MORE THAN SIX PEOPLE FROM DIFFERENT HOUSEHOLDS?

We advise customers to act responsibly and follow the Government advice, TUI can’t be responsible for policing groups travelling together from different households. We have in place a flexible amends policy that enables you to amend to a new holiday if you are not able to travel within 14 days of your departure date due to local restrictions being in place.

If the alternative holiday is cheaper, you will be refunded the difference. If it is more expensive, you will need to pay the difference.

I HAVE A HOLIDAY BOOKED AND A PASSENGER ON THE BOOKING HAS PASSED AWAY, CAN I HAVE A REFUND?

We’re really sorry to hear this, we recommend that you speak to your travel insurance provider.

I CANCELLED MY HOLIDAY AS KNEW THE DESTINATION WAS UNSAFE THAT I WAS TRAVELLING TO AND LOST MY DEPOSIT OR CANCELLATION FEE. NOW YOU ARE NOT TRAVELLING TO THE DESTINATION AND I WANT A FULL REFUND.

We’re sorry but as this truly unprecedented situation is beyond our control standard booking terms and conditions apply and we’re unable to refund you. We have various flexible amends policies in place and therefore our normal cancellation policy applies.

MY HOLIDAY WAS CUT SHORT IN MARCH 2020, WILL I GET A REFUND?

We’re really sorry that your holiday was cut short as a result of COVID-19 travel restrictions. Although due to circumstances beyond our control, as a gesture we will be sending you a holiday voucher for the number of night’s your holiday was cut short, based on your total holiday cost.

As the situation was due to circumstances beyond our control, in line with the Package Travel and Linked Travel Arrangements Regulations 2018, we will not be paying any additional compensation.

MY HOLIDAY WAS CUT SHORT IN MARCH 2020 AND I BOOKED AN EXCURSION THROUGH MY TUI REP WHILE ON HOLIDAY AND PAID IN CASH. HOW WILL I GET A REFUND?

If you booked a TUI excursion in destination and paid in cash you can apply for a refund here. We’ll process your request and send you a confirmation email once this has been done. Refunds will be paid by cheque and we’re aiming to send these to your home address within 28 days of receiving your refund request form.

Q&A FOR DESTINATION INFORMATION AND HEALTH & SAFETY PROCEDURES

IF QUARANTINE IS IMPLEMENTED WHILE IN RESORT, WILL I HAVE THE OPTION TO COME HOME EARLY?

If you make a request to come home early, we will look at availability on TUI flights, and if there is a suitable available earlier flight you will be able to amend free of charge. However, you won’t receive any compensation or refund for nights lost, or onward travel to your home in the UK.

WILL I NEED TO QUARANTINE ON RETURN?

If we are aware before you travel, that the UK Government has implemented a quarantine for people returning from your destination, we will proactively contact you to discuss your options, in line with our TUI Holiday Promise, including a free amend.

HOW SOON BEFORE TRAVEL WILL I KNOW IF MY HOLIDAY IS AFFECTED?

We aim to give a minimum of 7 days’ notice, however if the UK Government announce new advice which must be actioned immediately, or if we hear of a late change to your accommodation, this is not always possible.

ARRANGING YOUR COVID-19 TEST

Some destinations will require you to provide a negative COVID-19 test before you travel.

HOW DO I ORDER A COVID-19 TEST?

We’ve teamed up with a couple of healthcare partners, Randox and Screen4, who you can sort your test through, and testing facilities are now also available at some UK airports.

Please see information on different testing options below:

TESTING PARTNERS

Screen 4

You access the link through Manage My Booking or confirmation email. The price for this test is £70 each.

Important Info

  • Tests delivered next day if ordered by 2pm Monday – Friday.
  • Tests sent back to the lab using 24hr tracked Royal Mail envelope provided. This must be posted in the priority post box only. See here for priority post boxes in your area.
  • Results will be available within 24 to 48 hours of test arriving at lab.

Randox

Visit Randox testing kit order page, use discount code TUIDEC20. These tests are £84 each after discount.

Important Info

  • Head to Randox testing kit order page to order your test and use the discount code TUIDEC20
  • Tests should be ordered at least 8 days before your departure date.
  • Tests delivered next day if ordered by 12pm Monday – Friday
  • Tests are sent back to lab by calling DX Health Team on 0333 241 5100 to arrange drop-off point. Find your nearest drop-off here.
  • Results available within 24 hours of test arriving at the lab

Airport Testing

London Gatwick Airport – visit Express Test Website. These tests are £60 if flying from Gatwick. £99 if you’re not flying from Gatwick. And there is a 30% discount for groups of 4 or more.

Important Info

  • Test site located at long stay car park in South Terminal
  • Results will be available within 24 hours

Edinburgh Airport

Visit Express Text Website. These tests are £80 if flying from Edinburgh. £99 if you’re not flying from Edinburgh.

Important Info

  • Test site located at FastPark car park area in front of terminal
  • Results will be available within 24 hours

Newcastle Airport

Visit NPH Works web page. These tests are £99 each.

Important Info

  • Results will be available within 36 hours to 48 hours

HOW WILL DELIVERY OF RANDOX/SCREEN4 COVID TESTS WORK OVER CHRISTMAS?

We are currently working with our testing partners on solutions for Christmas and will be providing an update as soon as we can.

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.

RANDOX COVID19 TESTS

Some destinations will require you to provide a negative COVID-19 test before you travel. Please refer to this link for most up to date Covid testing requirements: https://www.tui.co.uk/destinations/info/testing-requirements

To make arranging your test as easy as possible, we’ve teamed up with a global healthcare partner – Randox.

HOW DO I ORDER A COVID-19 TEST?

  • You can buy a discounted, self-administered COVID-19 testing kit through us with the use of the discount code TUIDEC20. You can order the test at the Randox testing kit order page.
  • The kits will be sent out by our recommended supplier, Randox, who we’ve vetted for quality, for your peace of mind.
  • Kits ordered before 12pm Monday – Friday, excluding Bank Holidays in Northern Ireland, will be shipped on the same day with next day delivery by DHL
  • Results are provided within 24 hours of the sample arriving to the lab and are sent directly to the customer

WHEN SHOULD I ORDER MY TEST?

Randox recommends customers order their PCR test at least 8 days before their departure date to ensure they are able to send their samples back and receive the results in time.

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.
  • It’s important to note that, when you’re ordering a testing kit through Randox, you’ll need to purchase one for all passengers on your booking – unless they’re exempt from testing due to their age. You can order 10 testing kits per transaction, so you may need to carry out multiple transactions if you’re travelling in a party larger than this.

WHAT DO I DO WHEN MY TEST ARRIVES?

When you receive your test, you’ll find instructions on how to correctly complete it inside. There’s also more information on how to complete the test, how to send it off and how you’ll receive your results on the Randox testing kit order page as well as at this link https://www.randoxhealth.com/wp-content/uploads/2020/10/FORM-NO.-13274-GP-REVISION-1-Private-IFU-1.pdf

Before you carry out your test, make sure you check the test timing requirements for the country you’re travelling to. If you carry out your test too early, it may be invalid.

WHEN SHOULD I TAKE MY SAMPLE?

It is imperative that sample collection for the COVID-19 test is conducted during the last 72 hours before departure.

HOW DO I RETURN MY SAMPLE?

You must book your Sample Drop by calling the DX Health Team on 0333 241 5100, available 8am to 6pm, Monday to Friday. Once you have completed the sample collection process, you will need to drop your sample off at an approved DX Sample Drop location before 5pm that day.

WHERE IS MY CLOSEST SAMPLE DROP OFF POINT?

Please refer to this link for closest drop off points. https://www.dxdelivery.com/corporate/services/dx-tracked-specimens/#sample-drop-off

WHAT IF I DON’T HAVE A SAMPLE DROP OFF POINT CLOSE TO ME?

The preferred method of returns is DX service as this guarantees delivery next day by 12:00PM (noon). However, you can arrange another courier service at your own discretion. You will have the tracking of your kit if using another provider and can locate its whereabouts to see it has reached Randox safely.

WHEN WILL MY SAMPLE REACH THE LABRATORIES?

If dropped to DX collection point by 17:00 on the collection day then your sample will arrive at Randox Laboratories by 12:00 (noon) the following day to begin processing.

WHEN WILL I RECEIVE MY RESULTS?

You will receive an email confirmation that your sample has arrived at our laboratories. Once your sample has been processed you will receive an email confirmation with a certificate of your results to use whilst travelling. Results are reported within 24 hours of our laboratories receiving the home sample collection test kit.

HOW DO I PROVIDE PROOF OF MY NEGATIVE COVID TEST?

Once you’ve received your negative test result, how and when you’ll need to submit your results depends on the country or destination you’re travelling to.

WHAT HAPPENS IF MY TEST RESULTS COME BACK POSITIVE?

In line with our Covid Cover you will be able to amend your holiday for free if you can’t travel due to Coronavirus illness or having to self-isolate.

WHAT DO I DO IF MY TEST RESULTS DON’T COME BACK IN TIME?

We’re sorry your test results have not come back to you in time. Where this is caused by a supplier error and you have proof of your test booking, you can amend your booking for free to any holiday that’s currently on sale and, if booked with Randox, get a refund of your RANDOX Covid test.
If you booked and paid for your test through Randox directly, then the refund for the test should be claimed from Randox. If you booked your test direct with TUI, then the refund should be claim from TUI. Please call us on the day you were meant to be travelling on 0800 916 5167 and we will be happy to assist with an alternative booking.

I DIDN’T RECEIVE MY TESTING KIT IN TIME AND SOURCED ANOTHER SUPPLIER. CAN I HAVE A REFUND FOR MY UNUSED KIT?

Refunds may be requested for unused kits by emailing c19orders@randoxhealth.com

WHERE CAN I FIND THE ANSWERS TO RANDOX QUESTIONS RELEVANT TO MY TUI HOLIDAY?

Please visit the TUI FAQ section of Randox on https://www.randoxhealth.com/tui-randox-faqs/

HOW ACCURATE IS THE TEST?

The test is extremely accurate. The Randox COVID-19 test recently underwent evaluation from and has been accepted by Public Health England. In its evaluation of the test, Public Health England’s report noted that the assay correctly identified all positive and negative samples without exception. The test is also being used within the UK Government’s national COVID-19 testing programme.

HOW WILL DELIVERY OF RANDOX PCR TESTS WORK OVER CHRISTMAS?

We are currently working with Randox on a solution and they are speaking with their courier. We hope to have an update on this in the next few days.

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 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. As part of our TUI Holiday Promise we also have provided COVID Cover.

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.

As part of the TUI Holiday Promise, holidays until 30 April 2021 (with the exception of Marella Cruises) are protected by TUI’s Holiday Guarantee Insurance in partnership with AXA. If you do develop COVID-19 symptoms please call the AXA helpline on +34934963882, quote your TUI booking reference, and the team will advise you on what to do next.

Your Holiday Guarantee Insurance also gives you free access to the Doctor Please! Service designed to connect you to medical experts. You can access the service on the above number or can download the Doctor Please! app from Google Play or the App Store and register with the activation code: TUI1920. You will be able to add any eligible family members included in your party if they are under 18 years old. Overs 18’s need to register separately but can use the same activation code for access

You will have 24/7 access to fully qualified, English speaking doctors.

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 COVID-19 COVER

HOW MUCH WILL COVID-19 COVER COST? WILL MY HOLIDAY COST MORE?

We’d like to reassure you that COVID-19 Cover is free and there will be no additional costs to your holiday. We’ve introduced the Cover as part of our TUI Holiday Promise to provide added protection and give all our customers complete peace of mind while on holiday. We’d also like to remind you that it is important that you also have your usual travel insurance too, as this Cover should be used alongside it.

WHAT EXACTLY DOES COVID-19 COVER

As part of our Holiday Promise you are covered by TUI’s ‘Holiday Guarantee’ Insurance Policy in partnership with AXA Covid-19 Cover. This includes:

  • Free amend to your holiday if you contract Covid-19 or are officially required to isolate prior to travel
  • Overseas testing for suspected cases
  • Overseas medical assistance if a you contract COVID-19 while on holiday
  • Costs associated with an extended stay and a new return flight home if you are required to quarantine while on holiday

ARE THERE TERMS AND CONDITIONS ATTACHED?

Yes, terms and conditions do apply.

DO I STILL NEED TRAVEL INSURANCE?

Yes, it is really important you still have your usual travel insurance. Our COVID-19 Cover covers COVID- 19 only. It will cover costs that could be incurred should you contract the illness whilst on holiday like testing, medical assistance and the associated costs of an extended stay if required. It will not insure you for anything else and does not apply to any other illness.

ARE THERE LIMITS TO THE COVER?

There will be some limitations.

WILL MY FAMILY BE ABLE TO STAY WITH ME IF I BECOME ILL?

Every TUI customer is covered by our COVID-19 Cover. So, if you do become ill and quarantine is necessary their COVID-19 Cover will insure them for any extended stay if required up to a maximum limit. Your hotel team will be there to support you and advise you of the procedures that need to be taken for the destination you are staying at.

IF I DO BECOME ILL WILL I SELF-ISOLATE IN MY HOTEL?

If you do contract COVID-19 on holiday you will be asked to follow the specific procedures in place in your hotel and destination. These may vary from hotel to hotel but your hotel team will be there to support you.

WHAT WILL HAPPEN IF I NEED TO GO TO HOSPITAL? WILL ALL THE COSTS BE COVERED?

A summary of the policy, coverage, benefits and any limitations can be found at www.tui.co.uk/destinations/info/covid-cover-terms-and-conditions

WHAT IF MY HOLIDAY IS NEXT YEAR? WILL I BE COVERED?

Our COVID-19 cover applies to holidays departing up until and including 30th April 2021 for all pre- existing and new bookings. We will continue to monitor the situation closely but assure you your safety and well-being is always our number one priority.

WHAT IF I GET COVID-19 BEFORE I AM DUE TO GO ON HOLIDAY?

If you do get COVID-19 and are due to travel before the end of the year you can amend to a later date free of charge.

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.

As part of the TUI Holiday Promise your Summer 20 booking is protected by TUI’s Holiday Guarantee Insurance in partnership with AXA. If you do develop COVID-19 symptoms please call the AXA helpline on +34934963882, quote your TUI booking reference, and the team will advise you on what to do next.

Your Holiday Guarantee Insurance also gives you free access to the Doctor Please! Service designed to connect you to medical experts. You can access the service on the above number or can download the Doctor Please! app from Google Play or the App Store and register with the activation code: TUI1920. You will be able to add any eligible family members included in your party if they are under 18 years old. Overs 18’s need to register separately but can use the same activation code for access

You will have 24/7 access to fully qualified, English speaking doctors.

Q&A FOR REFUND CREDIT / BOOKING INCENTIVES

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.

MY HOLIDAY WAS CANCELLED, WILL I GET A REFUND FOR ANY EXCURSIONS/THEME PARK TICKETS I BOOKED?

I booked theme park tickets as part of my Florida holiday:

If your theme park tickets were booked at the same time as you booked your TUI holiday to Florida, you will see these included under your booking reference number and the amount will be refunded to you as part of your refund credit.

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?

No, the up to 10% and 20% booking incentives are not combinable with any other offers. Therefore, promotions such as the inflight rebooking voucher, Family & Friends discounts and sale codes can also not be used with the booking incentives.

Customers who purchase an alternative holiday with a free child place can use the booking incentive at the same time.

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.

Q&A FOR TUI HOLIDAYS CANCELLED UP TO 10 JULY CANCELLED LAKES & MOUNTAINS

HOW DO I KNOW IF MY TRAVEL PLANS HAVE BEEN CANCELLED?

If your holiday falls into one of the below categories, we’re really sorry to say that it has been cancelled.

  • TUI holidays travelling on or before 10 July 2020, including flight-only bookings
  • TUI Lakes and Mountain holidays travelling up until and including 30 September 2020

Q&A FOR FLORIDA HOLIDAYS

WHY HAVE YOU CANCELLED FLORIDA HOLIDAYS?

A trip to Florida is often a once-in-a-lifetime holiday, planned around a visit to the various theme parks, including Walt Disney World, a place where lifelong memories are made.

You may have seen the recent changes that all attractions are having to implement to ensure the safety of their guests including the compulsory wearing of face masks. The changes at Walt Disney World are extensive and include the closure of Typhoon Lagoon and Blizzard Beach, modified parades and character meet and greets as well as the removal of Disney Dining plan and cancellation of Fast Pass+ selections.

We’ve been working hard to see how we could offer you the magical holiday that you originally booked. At this time, we don’t know when we will be able to resume our flying programme to Florida, and taking the above factors into consideration we’ve concluded that your holiday would fall short of the special experience you’d been looking forward to and we’d like you to have.

We understand that not everybody travels to Florida to visit Walt Disney World, but as the majority of our Florida bookings are affected it was a decision we have had to make.

WHAT DOES THIS MEAN FOR YOU?

As your holiday is no longer going ahead as planned, we have the below flexible options in place for you to choose from.

AMEND YOUR HOLIDAY

We’d still love to take you away on holiday to Florida or elsewhere. If you amend your holiday dates, we’ll give you an additional booking incentive of up to 10% of your original holiday cost (including theme park tickets booked at the same time as our holiday).

RECEIVE A VOUCHER + EXTRA 10%

If you’d still like to travel but not sure when or where, we’ll give you a refund credit voucher for the full cost of your holiday plus an additional booking incentive of 10% of the value of your holiday (including theme park tickets booked at the same time as your holiday).

You can use this voucher to book any TUI holiday currently on sale up to 30 September 2021.

RECEIVE A FULL REFUND 

You also have the option to simply cancel your booking and we will automatically refund you the amount you’ve paid for your holiday.

CANCELLING TICKETS

As part of your holiday, you may have purchased tickets online or through our retail shops for your holiday.

If you booked theme park tickets with TUI we’ll be able to move them to your new holiday or provide a full refund when we speak to you.

CANCELLING TICKETS BOUGHT ON OTHER SITES

Please contact the provider you purchased your tickets from and they will be able to discuss your options with you.

I WOULD LIKE TO AMEND MY 2020 HOLIDAY AND DINING PLAN TO 2021 – CAN I DO THIS?

Disney have made the decision to remove all Disney dining plans. Therefore, any dining plans (including Free Dine) are not available to reserve for future dates.

I HAVE BOOKED ATTRACTIONS TICKETS FOR MY 2020 HOLIDAY, CAN I AMEND THESE TO USE IN 2021

If you have reserved tickets for Universal and SeaWorld through TUI, these tickets will automatically be valid until 15 December 2021 should you wish to move these to new holiday dates.

Any Disney tickets or Disney Bundle tickets you have reserved for 2020 will not be valid for 2021, therefore you will be receiving a refund of the amount you have paid for your ticket. Should you book new holiday dates you will need to reserve new tickets with this booking.

I CAN’T FIND ANY AVAILABILITY FOR A DISNEY HOTEL OR DISNEY TICKETS AFTER 27TH SEPTEMBER 2021

Disney are currently not selling new tickets or accepting new hotel reservations beyond 27th September 2021. When these dates become available we will update our website accordingly. All of our other Florida holidays and accommodations are available to book with us until Oct 31st 2021

CAN I BOOK DISNEY’S ULTIMATE 21-DAY TICKET? 

Disney’s Ultimate 21-Day Ticket is no longer available for 2021.

USEFUL LINKS

  • To read Disney’s information about park reopening, reservations, limitations, features, experiences and offerings, new safety measures and more info, visit their site: https://www.Disneytraveltradeinfo.com/wdwws
  • To check park availability prior to amending tickets, visit Disney’s Park Pass system: https://www.disneyworld.co.uk/availability-calendar/?locale=en- us&segments=tickets,resort
  • For customers who have a theme park ticket and a Disney Resort reservation to access the Disney Park Pass system, they need to login here: www.mydisneyexperience.co.uk