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 - 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 - Friday 9:00am - 7:00pm
Saturday 9:00am - 5:00pm
Sunday Closed

Help & Support

Already booked with

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

Contact the team


Already booked with - TUI Holidays for Heroes?

Call to discuss your NHS booking

If you have already booked a holiday using 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:

FAQ Categories

Frequently Asked Questions

Coronavirus Latest

Coronavirus Latest Information

Covid-19 Cover
TUI is now automatically applying Covid-19 Cover to every new or existing TUI package holiday customer travelling on or before 31st December 2020.

Covid-19 Cover is free and no additional costs apply however customers will still require separate travel insurance as Covid-19 Cover covers Covid-19 only.

Cover is underwritten by our AXA Partners, is provided for every person on the booking and applies to:

·         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

·         Access to a dedicated 24/7 emergency hotline and app – you will need to download AXA’s ‘Dr Please’ app and then register using your unique TUI code.

Tui Holiday Promise Explained

We’ve Got Covid-19 Covered

TUI promise to introduce extra measures to protect you, as well as colleagues, against COVID-19 – from disinfecting the aircraft cabin to making sure hotels are deep-cleaned before they reopen.

  • Before you board, your plane will have been deep-cleaned from nose to tail. All aircraft are fitted with state-of-the-art filters and ventilation systems, which carefully control the air quality and flow fresh air through the cabin every few minutes.
  • Everything TUI do will be in line with the very latest advice from the government and holiday industry experts.
  • When you arrive at your destination, absolutely everything will have been fully checked to ensure your safety and wellbeing – from your airport transfers to TUI excursions.
  • There is a detailed plan in place to make sure all hotel facilities meet the highest standards of hygiene and are ready to welcome you.
  • You can learn more about how TUI will be keeping you safe in hotels and on flights here

TUI Standards Guaranteed

TUI promise you’ll have a brilliant holiday. If there are any significant changes at your hotel, resort or destination, which will stop this from happening, TUI won’t take you there.

  • You’ll see some changes on your next TUI holiday, but TUI will make sure this isn’t anything significant enough to get in the way of you having a great time.
  • So, for example, if you’ve booked a beachside hotel or villa and the beach is closed, TUI would consider that to be a significant change.
  • Another significant change could be if you’re going on a waterpark holiday and the pools are closed. Or, if your board basis changes and All Inclusive is no longer available. Another example is if you’ve booked a Multi-Destination holiday and it can no longer go ahead in multiple locations as planned.
  • If there are due to be significant changes, we’ll get in touch with you directly to discuss alternative holidays, arrange a credit refund voucher or a cash refund.

24-Hour Support 

We promise you’ll be supported 24/7 by TUI holiday reps. Simply download the TUI App or have a chat with our expertly trained staff.

  • The TUI App is super-easy to use. It’ll help keep contact as minimal as possible on your holiday and will mean we can keep in touch with you every step of the way.
  • You can use it for everything from checking in for your flights to keeping up to date on flight times and transfers. You can also find out about excursions and contact the team 24/7 with any questions.
  • The TUI App is also the easiest way for TUI to contact you throughout your holiday.
  • Or, if you prefer, you can contact the resort team 24/7 by phone, SMS or email

Quarantine-Free Holiday

TUI promise they will only take you on quarantine-free holidays. This means they won’t travel to places where you will need to self-isolate when you arrive or when you return home.

  • If TUI know a destination or hotel is asking people to self-isolate when they arrive in the country, for any length of time, they simply won’t go there.
  • If you have to quarantine when you return home, you’ll have the option to change your holiday, as TUI don’t expect you to do this.

No Holiday, No Worries

We promise we’ll get in touch as soon as we can if your holiday can’t go ahead due to COVID-19. We’ll offer you the chance to change your booking to a different holiday. Or, you can take a refund credit note or a full cash refund.

  • We’ll be as flexible as we possibly can if COVID-19 means your holiday needs to be cancelled.
  • We’re constantly reviewing the latest travel advice around the world and will work with you to take whatever the right action is for your particular circumstances.

Take a look at our FAQs for more information, and find out what to do if your holiday can’t take place.

Face Masks and Entry Requirements

What are the changes, including Face Masks and Entry Requirements

Everyone over the age of six needs to wear a face mask during their flight, and you 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.

Customers Travelling to Greece

When traveling to Greece, you will need to complete a Passenger Locator Form (PLF) at least 24 hours before travel and have a QR code when boarding. Failure to do so in advance may result in your carrier not allowing you to travel, a 500 Euro fine on arrival or the Greek authorities not allowing you to enter the country. Once you have completed the PLF form you will receive a confirmation email then you will receive the PLF with their unique Quick Response (QR) code on the day of their scheduled arrival in Greece (at midnight) and will be notified via email (the QR code will be provided in a link in the confirmation email). If you are boarding or embarking on the previous day of the arrival you will be allowed to do so upon showing the confirmation email, since they will receive their QR code during their flight or voyage.

Every traveller, including children, must have their details included on a PLF. If you’re travelling with others outside of your household, you should all complete your own form. If you’re travelling together as a household, the Greek authorities ask for you to complete one form with all adults and children included. You can add additional members of your household at the top of the form before you submit.

Some airlines may require individual PLFs for every traveller over the age of 18 within the same household. You should check directly with your airline what you will need to show in order to be allowed boarding


Authorities in Greece have announced extra measures Halkidiki due to an increase in COVID-19 cases.

We have been informed that, due to social distancing protocols, the below changes will be made at your resort:

  • The use of a mask outdoors is mandatory
  • No gatherings of over nine people for any reason, both in public and private
  • In dining areas a maximum of up to four people per table is allowed, unless they are first degree relatives where up to six people are allowed.

Customers Travelling to Turkey 

When you arrive in Turkey, everyone over the age of 2 should wear a face mask in public areas. It is mandatory to wear a face mask on all public transport – this includes your TUI transfer to and from the airport. If you cannot wear a mask on public transport, you can book a private taxi transfer. If you or someone you are travelling with is medically exempt from wearing a face mask, they should wear a face shield. These measures are mandatory – if you are medically exempt, you should have a medical certificate or letter confirming why you cannot wear a face mask.

You will need to complete a Passenger Locator Form on your flight – our cabin crew will provide you with a form. Please bring a pen and note the address of your hotel to complete the form.

To read the most up-to-date travel advice in Turkey, please visit the FCO website

Please also be aware that you’ll need to complete a UK Passenger Locator Form before your return home. You’ll need to do this while you’re on holiday, 48 hours before you’re due to return to the UK

Customers travelling to Cyprus

There have been some changes to the entry requirements for Cyprus.  Customers due to travel to Cyprus will need to complete an online Cyprus Flight Pass application within 24 hours before travel. This will require a negative COVID‐19 PCR test for all customer aged 12 or over. These tests are not available at the airport, so customers will need to acquire a test themselves before they travel.

It’s important to note that the COVID‐19 PCR test must be taken within 72 hours of your departure to Cyprus, and the evidence uploaded to the Cyprus Flight Pass must include the testing date, name and proof of a negative result in the same document.

The Cypriot authorities will send a Clearance To Fly document if the application is approved, which customers must present before they are able to board the plane. Failure to show a Clearance to Fly document will result in denied boarding.

If customers are unable to travel to Cyprus due to these entry requirements, they can amend for free to any holiday on sale by 7th September 2020. Please visit the FCO website for more information. The UK government guide to testing for COVID 19 contains useful links and further information.

Customers travelling to Madeira

Customers due to travel to Madeira will need to complete an online Madeira Traveler Registration form ( within 24 hours before travel. This will require a negative COVID‐19 PCR test for all customers aged 12 or over. These tests are not available at the airport, so customers will need to acquire a test themselves before they travel.

It’s important to note that the COVID‐19 PCR test must be taken within 72 hours of your departure to Madeira, and the evidence uploaded to the Madeira Traveler Registration must include the testing date, name and proof of a negative result in the same document.  If customers are unable to travel to Madeira in September due to these entry requirements, they can amend for free to any holiday on sale, providing the new holiday is with the same 3PF carrier.  You can contact us to amend your holiday free of any amendment fees in travelling in September 2020 or to discuss your options, which includes cancellation with a full refund.

Please visit the FCO website for more information. The UK government guide to testing for COVID 19 contains useful links and further information.

Information on tests for Cyprus and Madeira

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. If you do have an NHS test result, we would like to remind you that both the appointment and the test results need to be uploaded into the Madeira  flight pass application and you also need to bring a copy with you.

Please visit the FCO 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 and 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.

What happens if I don’t get my test results back in time to travel? 

In the unlikely event you don’t receive your test results in time you will be able to amend to an alternative holiday (all seasons).

I don’t want to have a test, what are my options? 

If customers are unable to travel to Madeira due to these entry requirements, they can amend for free to any holiday on sale, providing the 3rd party carrier is the same.

We also understand you may have some questions so we have prepared these FAQ’s to help you.

UK Border Control

To help combat the spread of Coronavirus, when flying to a UK airport you’re required to send your contact details to UK Border Force. It’s your responsibility to do this, and failure to do so may lead to a fine from the government.

For the latest information and to complete your details:

If you live in ENGLAND, SCOTLAND or NORTHERN IRELAND, please visit

If you live in WALES, please visit

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.

You can also call us 24/7 +44 3333 365 147 for UK customers or +353 1513 340 for Ireland customers, text us on 80247 for UK customers or 51016 for Ireland customers, or email us at