Frequently Asked Questions
Terms & Conditions
I already have a holiday booked – will this discount apply to me?
We’re sorry but we’re not able to apply this discount to existing bookings. As we launched this discount on 10th July 2020, it only applies to bookings made after this date. We’d like to thank you for your understanding.
Terms and Conditions
nhs.tui.co.uk is a website owned and operated by TUI UK Retail Limited (we/us/our), part of the TUI Travel Plc Group of Companies, having its Registered Office address at Wigmore House, Wigmore Lane, Luton, Bedfordshire, LU2 9TN and registered in England and Wales under number 1456086.
We act in the capacity of an agent on behalf of the Tour Operator (Provider) with whom you book your holiday. You will be subject to the Provider's terms and conditions, and your agreement for your holiday will be with the Provider and not us. The Provider's terms and conditions can be found on their website or in their brochure. If requested by you we can send these to you before you make your booking or with your booking confirmation. By confirming your booking you are accepting the Provider’s terms and conditions and these agency terms and conditions. We will do our best to assist you with any issues you may have with the proper performance of the contract with the Provider, however this should be taken up with the Provider directly. We will do our best to assist you, but will have no liability in relation to the performance of that contract.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require the Tour Operator to provide security for the monies that you pay for the package holidays booked with them and for your repatriation in the event of their insolvency. All the flight- inclusive holidays on this website are financially protected by the ATOL scheme. When you book you we will post your ATOL Certificate to you. If you do not receive it within 48 hours of booking please ask for it and check to ensure that everything you have booked (flights, hotels and other services) are listed on it. Please see booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
All holidays which we feature are not an offer by us to sell any holiday, but an invitation to you to make an offer to the Provider. We are free to accept that offer on behalf of the Provider or to reject it.
nhs.tui.co.uk is not a Tour Operator but an agent for the Provider.
nhs.tui.co.uk is solely for personal holiday bookings for employees of the NHS. All bookings must be made using a valid NHS email address belonging to one of the passengers on the booking. If the NHS email address does not match one of the passenger names, the exclusive discount will be removed by our administration team.
Our Agency Terms and Conditions are governed by English Law and the jurisdiction of the English Courts. You may however, choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident in either of these jurisdictions but not to any other law and/or jurisdiction.
We are members of ABTA, The Travel Association. ABTA Number J8086.
We act as Agents for ATOL protected Tour Operators.
AI or FI
CC or CA
Whilst we endeavour at all times to keep our pricing as accurate as possible, and whilst all our prices are updated regularly, usually on an intra-day basis, and displayed in good faith, prices displayed by our holiday locator search engine should still be seen as a guide price only. All holidays and flight details are subject to availability and price variation. A final price will be given prior to your holiday being confirmed. Errors are rare but can occur in the pricing system and these cannot be honoured.
EXCLUSIVE NHS EMPLOYEE SAVINGS
Receive an extra £30* off per booking, in addition to any other TUI or First Choice package holiday discounts when you spend under £1000.
Save £30 per booking on TUI and First Choice package holidays. Discount is valid on holidays departing from 1st October 2020. Valid on all holidays under £1,000. Saving is based on a minimum of 1 adult travelling. Offer is valid from Thursday 2nd July 2020 on nhs.tui.co.uk. Offer does not apply to accommodation only, Multicentres, flight only and ski bookings. The discount is automatically applied to all relevant TUI and First Choice package holidays and can be seen in the price breakdown on the holiday. See full booking terms and conditions. Offer is subject to availability and may be amended or withdrawn at any time without notice.
Receive an extra £100* off per booking, in addition to any other TUI or First Choice package holiday discounts when you spend over £1000.
Save £100 per booking on TUI and First Choice package holidays. Discount is valid on holidays departing from 1st October 2020. Minimum spend is £1,000 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on a minimum of 1 adult travelling. Offer is valid from Thursday 2nd July 2020 on nhs.tui.co.uk. Offer does not apply to accommodation only, Multicentres, flight only and ski bookings. The discount is automatically applied to all relevant TUI and First Choice package holidays and can be seen in the price breakdown on the holiday. See full booking terms and conditions. Offer is subject to availability and may be amended or withdrawn at any time without notice.
Save £50 per booking
Save £50 per booking when you spend £1000 on selected TUI package holidays to Portugal & Madeira departing between 17th May 2021 and 31st August 2021. Saving per booking on selected TUI & First Choice package holidays on the green list. Discount is valid before any extras such as insurance, room upgrades & selected seats, are added. Saving is based on a minimum of 2 adults sharing a room.Offer is valid from 7th May 2021 on this website for new bookings and if applicable the discount will show on the holiday. The offer is subject to availability and may be amended or withdrawn at any time without notice.
Save £100 per booking
Save £100 per booking when you spend £1000 on selected TUI & First Choice package holidays departing to Crete, Kos, Rhodes, Corfu, Zante, Malta, Lanzarote, Fuerteventura, La Palma, Gran Canaria, Tenerife, St Lucia, Antigua, Barbados, Cuba and Grenada between 17th May 2021 and 31st August 2021. Saving per booking on selected TUI package holidays on the amber list. Discount is valid before any extras such as insurance, room upgrades & selected seats, are added.Saving is based on a minimum of 2 adults sharing a room. Offer is valid from 7th May 2021 on this website for new bookings and if applicable the discount will show on the holiday. The offer is subject to availability and may be amended or withdrawn at any time without notice.
Save £100 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st November 2020 and 31st October 2021
Save £200 per booking including children aged 2 and over on TUI and First Choice package holidays. Discount is valid on holidays departing between 1st November 2020 and 31st October 2021. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on a minimum of 1 adult travelling. Offer does not apply to accommodation only, Multicentres, flight only and ski bookings. Offer is only valid for new bookings and can only be redeemed once. This offer is only valid for new bookings and if applicable the discount will show on the holiday. The offer is subject to availability and may be amended or withdrawn at any time without notice.
Save £200 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st November 2021 and 31st October 2022
Save £200 per booking including children aged 2 and over on TUI and First Choice package holidays. Discount is valid on holidays departing between 1st November 2021 and 31st October 2022. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on a minimum of 1 adult travelling. Offer does not apply to accommodation only, Multicentres, flight only and ski bookings. Offer is only valid for new bookings and can only be redeemed once. This offer is only valid for new bookings and if applicable the discount will show on the holiday. The offer is subject to availability and may be amended or withdrawn at any time without notice.
Exclusive Testing Packages
Exclusive testing packages starting from £20 per person with delivery and return costs for the tests included in the price. Available for all TUI package holiday customers travelling before 31st October 2021. The offer does not apply to accommodation only, flight only, Marella or Crystal bookings. Offer is valid from 10th May 2021 through the TUI Chronomics booking hub. You'll find the link to the hub in Manage My Booking or your Customer Account. Please see https://www.tui.co.uk/destinations/info/covid19-testing?vlid=tuihero316 for booking terms and conditions. Offer is subject to availability and may be amended or withdrawn at any time without notice.
Our COVID Cover with a Holiday to Home from AXA Insurance offers specific protection in the event your holiday is impacted by coronavirus. COVID Cover is automatically applied to all new and existing bookings for holidays departing between 17th May 2021 and 31st August 2021. This applies to TUI package holidays, TUI River Cruises, TUI Tours, TUI flight-only and accommodation-only bookings. Customers will automatically be covered, and full details of the cover can be found at https://www.tui.co.uk/destinations/info/covid-cover-terms-and-conditions and https://www.tui.co.uk/destinations/info/holiday-to-home-summary
Free Changes Policy
FREE CHANGES 21 DAYS BEFORE DEPARTURE
Customers can amend for free up until 21 days before their original departure date if the booking was made between 23 November 2020 and 30 November 2020 with a departure date before 31 October 2021, or if the booking was made between 22 December 2020 and 9 February 2021 with a departure date before 31 October 2021. Offer is applicable on selected holidays and may be changed or withdrawn at any time.
FREE CHANGES 14 DAYS BEFORE DEPARTURE
Customers can amend for free up until 14 days before their departure. Unless your destination changes colour from green to amber, then you can amend up to the day before. Applies to new and existing bookings travelling before 31 August 2021. This is available on selected holidays. Offer may be changed or withdrawn at any time.
FREE CHANGES 28 DAYS BEFORE DEPARTURE
Customers can amend for free up until 28 days before their departure. Unless your destination changes colour from green to amber, then you can amend up to the day before. Applies to new and existing bookings travelling between 1 September and 31 October 2021. This is available on selected holidays. Offer may be changed or withdrawn at any time.
Brexit-Changes to travel from January 1st 2021
For the latest Brexit information, please click here
Many holidays include the cost of the transfer from the arrival airport to the resort accommodation, and back, in the holiday price. Others do not, but consider the transfer an option which can be pre-booked for an extra fee.
The ratings displayed on the nhs.tui.co.uk website are as advised by the Provider. These will usually be the ratings given as a guide to properties by the Tour Operator using their own criteria. They may not conform with the national rating standards, either UK-based, or local to the destination. We will not be held responsible for any incorrect ratings.
24 Hour Clock
All times shown are based on the 24 hour clock and are local.
The age of children relates to the whole of the period when they are away including the day of return. If a child’s birthday takes place while the child is away on holiday, including the return day, then the age at the date of return must be stated at the time of booking. Travel may be refused if the date of birth according to the child’s passport differs from the age on the tickets.
Infants must be under two years of age on the return date of travel otherwise they are classed as children and must pay the appropriate child prices as opposed to the infant prices. Infants are not entitled to a seat and adults may only take one infant per person. Infants must be over 14 days old for health and safety reasons. Please be aware that cots can be payable locally in resort therefore please check the brochure for the most accurate information or contact Customers Services.
Once we have received full payment for your forthcoming holiday, ticket confirmation will be sent to you in due course. This will usually be in the form of an ‘E-ticket’. E-tickets look very much like your booking confirmation, but will state the wording ‘E-ticket document’ at the top of the first page and will give details of check-in times, as well as flight timings, transfers and accommodation if applicable. Upon receipt of your E-ticket, you will receive no further confirmation from us, as your E-ticket (along with your passport(s) & any other required travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us at least 7 days before you travel, please contact Customer Services
Reserved Seating / Select Your Seat
Many airlines now offer the option to reserve your seats for a fee. This fee varies from airline to airline and if available will show on the Travel Options page. All airlines must comply with CAA guidelines therefore certain requirements must be satisfied before they can allocate seats. Some airlines will give seat numbers in advance and others allocate them at check-in, therefore we recommend you check the Terms and Conditions of your chosen airline. These can be found on their own website or you may contact us for assistance. If your flight is with TUI Airways and you have paid for Select Your Seat, you’ll be able to log in to your booking 90 days before your return flight and choose your seats. You will also have access to online check-in two weeks prior to departure which is a full seven days before this is made available to other customers.
You will need to produce the driving licence of all drivers when you collect your car. Various countries and car rental companies have different policies with regards to age and driving records. All convictions for driving offences must be declared. Additional insurance cover over and above the legal minimum is recommended when renting cars, especially in the USA. Please check with your Car Hire Provider for their requirements and terms and conditions.
You will need to take out a suitable insurance policy for your holiday party, including infants and children. Some hazardous activities may require additional coverage – please check with your insurance provider. It may be a term of your contract with the Provider that you take out suitable insurance cover and inform the Provider of your insurer’s details and your policy number. We cannot accept responsibility for any costs you incur as a result of not being adequately insured.
If you are going on holiday in the European Economic Area you will also need to get a European Health Insurance Card – visit www.ehic.org.uk. This card is not instead of, but as well as, adequate travel insurance. The European Health Insurance Card may not be accepted in private medical centres aboard cruise ships. Please check with your Cruise Provider. Your EHIC card might not be valid after 1.1.21, please check before you travel.
As of 1st May 2010, to enter Cuba you must have in your possession a copy of a valid travel insurance policy, with proof of medical insurance, on arrival at the airport. You’ll find full details of this policy at https://www.gov.uk/foreign-travel-advice/cuba/entry-requirements
Payments can be accepted by credit or debit cards registered in the United Kingdom or Northern Ireland and can only be made by the card holder or with the card holders approval. N.B. We do not accept American Express.
You can also pay cash at any TUI Shop. Personal cheques are not accepted.
If you do not pay your balance 14 weeks prior to departure, we will notify the Provider who may cancel the booking and charge cancellation fees as set out in the Provider’s terms and conditions.
Low Deposit Offer
Low Deposit offer applies to selected new TUI holiday bookings departing between 1st May 2021 to 31st October 2021, and booked from the 26th December 2020. Excludes accommodation-only, flight-only bookings and packages booked with a third party flight. Low deposit amount on short and mid-haul destinations is £60 per person or £180 per family, for long-haul destinations it is £125 per person or £300 per family. The rest of the deposit will need to be paid between 4-12 weeks after you’ve made your booking depending on your departure date. If you cancel your holiday you still have to pay the full deposit. Deposits are not available on holidays departing within 12 weeks of booking. Offer may be changed or withdrawn at any time.
Low deposit offers are also available for Winter 2021 and Summer 2022 holidays. The remaining deposit balance will be due between 4-12 weeks after you've made your booking depending on departure date. Short & Mid Haul holiday full deposit amounts are are £200 per person and Longhaul full deposit amounts are £250 per person.
Low Deposit offer applies to selected new TUI package holiday bookings only departing between 1st May 2022 to 31st October 2022, and excludes accommodation-only, flight-only bookings and packages booked with a third party flight. For departures between 1st May 2022 and 31st October 2022, the deposit amount on short and mid-haul destinations is £100 per person and for long-haul destinations it is £150 per person. The rest of the deposit will be due within 12 weeks of booking your holiday, or you will be required to pay the remainder of the total holiday cost, whichever date comes sooner depending on when you booked your holiday. If you cancel your holiday you still have to pay the full deposit. Deposits are not available on holidays departing within 12 weeks of departure, where full payment is required at the time of booking. Offer may be changed or withdrawn at any time.
Cancellation and Amendment
Changes can be made but depending on when you booked and when you travel there may be amendment fees as per your Tour Operator Agreement. However, if the NHS ask you not to travel due to a call of duty one free date amendment will be allowed providing this is not within 28 days of your departure date. If you amend to a lower cost holiday, we will refund the difference in price. If the holiday you choose to amend to is more expensive than their original holiday, then you will need to pay the difference in price.
Should you need help with your booking our online chat team will be available to assist you with your booking seven days a week. You can contact them Monday - Friday 9.00am - 7pm, Saturday 9.00am - 5.00pm and Sunday 10am - 5pm.
Some regional airports throughout the UK are charging a Passenger Facility Fee (PFF) or an Airport Development Fee (ADF) to all passengers each time they depart from that airport. These fees have been introduced to supplement the airports infrastructure and improve passenger facilities, and also aim to help secure the airports’ futures.
Norwich International currently operates such a scheme. They charge £10 per adult with no charge for under 16s. Age limits apply at the time of departure and proof of age may be required.
Fees can be paid in the terminal buildings on the day of departure, or in advance online. Please see individual airport websites for further details.
If passengers do not purchase either an ADF or PFF, the airports involved can reserve the right to refuse the passenger permission to fly.
Once you receive your documentation from the Provider, please check this carefully to make sure that all details are correct and also ensure that the names given exactly match the names on your passports. If you believe anything is not correct, please contact us immediately. Please ensure you check this documentation so that you are fully aware of timings, departure day/dates, durations, and accommodation details. If you are unsure about any aspect of your holiday please contact our Customer Services department.
Delivery of Documentation
All documents (e.g. invoices/tickets/Insurance policies) that need to be posted will be sent to you via Royal Mail, otherwise they will be emailed to you. Please ensure that you have provided us with the correct contact details. Once documents leave our office we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued any costs incurred must be paid by you.
Closure of Terminal Two at Manchester Airport
From Wednesday 2nd September Terminal Two at Manchester Airport will be closed and all TUI flights will now operate from Terminal One.
As there are no Self Service Bag Drops at Terminal One you will need to check your bags in the traditional way at the bag drop desks.
Online check-in is now available with some Providers. When checking in online you will be required to provide your Advanced Passenger Information (API). If you choose not to use the online check-in service your Provider may reserve the right to charge a fee at the airport check-in.
Passports and Visas
All British citizens require a valid 10-year British passport for travel outside the United Kingdom and Northern Ireland, Infants and children also require a valid 5-year British passport. Some destinations require at least 6 months validity remaining on the passport from the date of return. For the latest details of any travel restrictions, entry and stay requirements, visa and travel advice to your particular destination, visit the Foreign Office website at www.fco.gov.uk/travel or call 0845 850 2829 or visit the Passport Service website at www.ips.gov.uk for passport information before booking or travelling.
Certain Providers include Visas and/or Cuban Tourist Cards in the cost of your package holiday. Please check with us prior to purchasing these.
Holders of non-UK passports and British subjects should always check with the relevant Embassy, High Commission or Consulate before booking for travel and visa requirements.
We recommend that you check before you book as it is your responsibility to ensure that all members of your party have valid passports, visas, health vaccinations and insurance cover for the travel being undertaken. Failure to obtain any necessary documentation may result in your party being refused travel.
How long does it take to get my first UK adult passport?
It takes six weeks to get your first adult passport, and you may need to attend an interview in order to protect your identity. If you need to apply for your first passport please try not to make any travel arrangements until you have received your passport. For more information, visit the Gov.uk website. You can also visit the Gov.uk website for information on application types and current processing times. If you hold a Commonwealth or other passport, you should phone the consulate of the country you plan to visit. Please note that Her Majesty's Passport Office can no longer provide a Fast Track service for first-time applicants, however those who are renewing their passports do not require an interview, and can still use the Fast Track service.
If you are an adult (16 or over) and you need to apply for a passport for the first time, or if your name was previously included in your parent’s passport, you must attend an interview with Her Majesty's Passport Office in person to confirm your identity. This process does not apply to you if you held your own passport as a child, or if you simply need to renew your passport. These procedures are in place to help stop fraudulent passport applications and prevent identity theft.
We recommend that you check before you book as it is your responsibility to ensure that all members of your party have valid passports, visas, health vaccinations and insurance cover for the travel being undertaken. Failure to obtain any necessary documentation may result in your party being refused travel.
Some charter airlines are not allowed to carry certain nationals to and from their country of origin. This is due to the licensing law restrictions with overseas aviation authorities. Some other restrictions may also apply, please check with your Airline, Embassy, High Commission or Consulate prior to booking.
From 2.3.20 you no longer need a visa to travel to Turkey for less than 90 days.
If you are travelling to Cuba it’s really important that you obtain a Cuban Tourist Card from Cuba Tourist Visa Online for TUI - Visa Cuba . The cost for a Standard package is £24pp + delivery or for the Priority package, £24pp + one off £12 delivery fee. The turnaround for a standard visa is 5 working days and Priority is 2 working days provided the application reaches them before 1pm on a standard working day. If you do not obtain a Tourist Card you will be denied boarding from your UK airport.
A Cuban tourist card must be purchased prior to departure, otherwise you will be refused boarding in the UK. Tourist cards can be collected in person from the Cuban Embassy in London, or can be applied for by post. Further information and the application form can be found on the Embassy’s website- http://misiones.minrex.gob.cu/en/united-kingdom. When booking, please ensure there is enough time to obtain the tourist cards via your preferred method, prior to departure. 1 tourist card will be required for every member of your party, regardless of age.
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 and for Cuban visas see https://www.cubavisa.uk/definition-and-cost/ https://www.cubavisas.com/ https://www.visacuba.com/
If you're travelling to Cuba as part of a Marella Cruises itinerary then different information applies. There's a visa requirement for Cuba, but you don’t need to buy one before your cruise. For any cruises departing after 31st December 2019, the visa cost will be charged to your onboard account at a cost of around £15pp.
Departure Tax is Approximately US$48 per person, payable locally in US Dollars. (Approx. £36 per person)
All customers must also purchase Aruba Visitor Insurance – this is at a cost of $30 per adult & $10 per child. This must be paid using a credit or debit card in advance and can be completed through the ED card application. You can find more information about the Aruba visitors insurance at www.arubavisitorsinsurance.com/.
You will find latest information about entry requirements at www.aruba.com, or by visiting the Foreign, Commonwealth & Development Office (FCDO), www.gov.uk/ foreign-travel-advice/aruba/entry-requirements. You can also sign up for travel advice email alerts from the FCDO so you automatically receive the latest information.
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
Online Cape Verde Visa
All visitors to Cape Verde are required to complete an online visa application form at least 7 days prior to travel. If you do not complete this form or book within 7 days of travel you will be required to pay 25 Euros cash for your visa on arrival.
All visitors to India are required to complete a visa application online at https://indianvisaonline.gov.in/visa/tvoa.html and passports must be valid for at least six months from the date of arrival in India with two blank pages for stamping by the Immigration Officer.
With effect from 12th March 2020, the Vietnamese government has announced that the visa waiver programme for UK citizens has been suspended. Please visit https://www.gov.uk/foreign-travel-advice/vietnam/entry-requirements for up to date information and advice.
Departure/Tourist Tax/Eco Tax
Some of our holidays require you to pay a departure and/or tourist tax when leaving your destination. Please make sure you have the correct money in order to make this process as straightforward as possible.
Approximately US$48 per person, payable locally in US Dollars. (Approx. £36 per person)
Approximately US$20 (£16) per adult and children 2 years and over, payable locally in US Dollars.
Approximately US$35 (£28 / JMD $4600) per adult and children 2 years and over, payable locally in US Dollars.
Departure tax of approximately 1200 Mexican Pesos / US$65 (£45) payable locally in cash only. Scottish and Irish pounds, travellers’ cheques, debit and credit cards are not accepted. This is controlled locally and may change without notice.
If travelling to Goa or Barbados the departure tax is included in the price of your holiday and From 1st May 2019, departure taxes will be included on holidays to Jamaica, Aruba, Puerto Vallarta, Costa Rica, Cancun and Punta Cana.
Many European Destinations also now charge Tourism Tax/Eco Tourist Tax based on the number of nights you stay. These prices vary and some destinations charge for children whilst others don't. The destinations include but are not limited to Spain, Austria, Bulgaria, Croatia, Germany, Italy, Portugal, Greece, Slovenia, Switzerland and Turkey. Please check at time of booking for up to date costs.
Barbados Room Rate Levy
Following an update from the local authorities, the Barbados Hotel and Tourism Association (BHTA) has taken the decision to impose a nightly “Room Rate Levy” in all hotels in Barbados. This initiative will take effect from the 1st July 2018 and will be charged to customers upon checking out from their hotel. The tax is a per room, per night levy and will vary depending on the classification rating awarded to the hotel. These classification ratings are independently decided by the BHTA. All affected customers booked to date will be notified of the levy they will need to pay, and hotel errata’s are being placed on the system with the correct amounts for future bookings. This charge will affect all holidays booked for 1st July 2018 stays onwards.Advance Passenger Information and ESTA for US Travel Advance Passenger Information (API) – Certain authorities have introduced a legal requirement for airlines to provide border agencies with detailed passenger information for international flights. The United Kingdom system is known as E-Borders. Passengers are required to provide Advance Passenger Information (API) in advance of travel to their airline or Tour Operator between 6 months and 24 hours before departure. Your airline or Tour Operator will provide you with information on how to do this. ESTA for US Travel – You will need to register for Electronic Travel Authority (ESTA) before you go. To apply visit https://esta.cbp.dhs.gov.. There will be a charge of 14.00 US Dollars, which you need to pay by card when you apply. Without ESTA authorization you may not be allowed to board your flight, you could be delayed during security processing or denied entry into the United States. That said, these documents do not guarantee entry into the United States. As with most countries, immigration officials make the final decision. If you are denied entry, you still may need to pay cancellation charges for your holiday. If you are changing your name on your passport – for example, if you are getting married – it is best to register for ESTA using your maiden name if your new passport does not start until 72 hours before your departure, otherwise you may not get authorization to travel.
It is the responsibility of all passengers to ensure that prior to travel they have taken all the necessary health precautions applicable to their chosen destination. Advice about destinations can change; therefore please consult with your doctor at least 2 months before your departure, as some treatments (e.g. Malaria) should begin well in advance of travel. For bookings within 3 weeks of departure, please consult your doctor. Other sources of information include specialist travel clinics or MASTA (Medical Advisory Services for Travellers Abroad) 0208 994 9874 5pm - 9pm.
Online Check In
Checking in online will limit the amount of time you have to queue in the airport and limit your contact with other passengers and airport staff. You can check in for your flight 24 hours before take off, up to three hours before departure, online or via the TUI App.
Foreign Currency / Using Cash in Resort
Some hotels, shops and restaurants may still accept cash payments, but you should 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 although you will need to make sure your card is set up to work abroad before you travel.Do Countries Require Health Declarations?
Some countries require you to fill out a health declaration before you travel and most will need you to complete this 48 hours before you depart. Please visit the FCO website to check whether the country you are visiting requires you to complete a health declaration.
Passengers Requiring Special Assistance
Holiday for Heros should be advised of any special assistance, needs or requirements for any passengers in your party at the time of booking. For example, the requirement for wheelchair assistance or medical conditions that may affect your travel; you must notify us so that we can pass this information on in order for suitable arrangements to be made. It is also advisable to speak to someone before making a booking online to ensure that your choice of holiday is suitable. You can seek advice from Holiday for Heros Customer Services department.
The rules regarding flying while during pregnancy are specific to each airline, but you must advise us if you are pregnant. As each airline has different rules, you must check with the airline providing your flight. Most, but not all, of the holidays we sell include flights with TUI, so we have stated their rules below;
“For uncomplicated, single pregnancies, you can be a maximum of 36 weeks pregnant on your return flight if you're going short haul. If you're flying long haul, it's 34 weeks. For multiple pregnancies, you can only fly up to 32 weeks.
If you are over 28 weeks, you will need to provide a note from a doctor or midwife advising you are fit to fly and including your estimated date of confinement, confirmation that your pregnancy is uncomplicated.
You will also need to make sure your insurance covers you for the whole trip as many policies only cover you until you're 28 weeks pregnant.”
The copyright and database rights of all data contained in the Guides pages of the Holiday for Heros website are entirely the property of TUI UK Limited. Although every effort has been made to ensure that the information displayed is entirely complete and accurate, TUI UK Limited accepts no liability for any injury to persons, or any loss or damage to property caused by errors or omissions in the data displayed, whether they result from negligence, accident or any other cause.<.p>
We provide a link to TripAdvisor but cannot be responsible for errors or incorrect photos or information on their site.
Third Party Flying
Some Providers use a number of different airlines so terms and conditions for your flights may vary. Please ensure you check these before booking.
As your contract is with the Provider, all complaints should be addressed to them but we will do our best to assist you with any queries or concerns you may have relating to your travel arrangements. If you have a problem whilst on holiday, this must be reported to the Provider, their local supplier or representative immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. If you wish to complain when you return home, please write to the Provider. You will see their contact details on the confirmation documents we send you. We will of course do our best to assist you if required.
Information about cookies and their use by us on this Website can be found in our Statement on Cookies Notice.
Lowest Online Price Guarantee
We advertise our lowest online price guarantee with all major tour operators and this applies to like-for-like package holidays only. We constantly monitor all operators to ensure we have the lowest online price but, if you can find the same holiday cheaper, we will honour it providing you can provide us with valid information i.e. a copy of the travel agent quote on a headed document or a screen print/print out or URL link from the tour operator’s website.
As holiday prices change throughout the day we can only price match with costings available at time of booking. Our price match guarantee does not cover voucher codes offered by travel agents or tour operators other than those found on www.tui.co.uk and www.firstchoice.co.uk. In the unlikely event you find a voucher code on www.tui.co.uk or www.firstchoice.co.uk that is not on this site please call us and if the voucher value is higher than what we offer on our website, we will increase your discount to the value of the voucher.
This website has been designed for use within the United Kingdom. By accessing this website you are agreeing that the Courts of England will deal with any disputes which may arise between you and us, and that English law shall be the applicable law.
Non-commercial Use Only
You may only use this website for your own personal use (which will at all times be reasonable and not abusive) or for purposes legitimately connected with purchasing our products and services.
You are not allowed to access, use or copy any material or information on this website for any commercial purpose or for any purposes which are unlawful. In particular, you are not allowed to copy (whether by printing off, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or use any material contained in this website except that you may print off any individual page for your own personal use.
Ownership and Use of Material and Information on Our Website
This website displays brands, trademarks and registered trademarks which are registered in the UK and/or other countries and which belong to us. Other product and company names mentioned on this website are proprietary to their respective owners. You are not licensed to use any of the marks on our website unless written permission is granted, and you may not meta tag any of these marks.
Unless otherwise stated, we own (or are licensed to use) the intellectual property rights in the content and information in this website, including (without limitation) all text, sound, photographs, images, logos, videos, 360°maps, podcasts, blogs, customer reviews, graphics, design, underlying source code and software. Subject to the “Non-Commercial Use Only” section above, material and information, either whole or in part from this website may not be reproduced, copied, republished, downloaded, posted, broadcast or transmitted in any form or medium without our and/or the appropriate owner’s prior written permission.
If you wish to include links to our website, unless you have written permission, you may only do so to our homepage. This website contains links to external websites. These links are provided so you can find out further information quickly and easily. Please note we are not responsible for the content of these websites.
Online Brochure, Email and Hub Content
Holiday for Heroes displays a range of information throughout the booking process concerning the specifics of your chosen travel component or package holiday. In every instance this information is supplied by the Provider and is subject to change entirely at their discretion. Particular consideration should be given to special offers, such as free child places, which can, and do change without notice. We cannot be held responsible for errors or omissions in the holiday or other travel product descriptions.
Free Child Places
The free child place offer applies to new bookings only, on selected holidays, subject to limited availability. Only one free child place is available in each selected hotel room or selected apartment type or villa with two full paying adults. Other children must pay the full brochure price. Please be aware that the current price displayed includes brochure and/or online discount. This promotional offer is non-transferable and may change or be withdrawn without notice. Normal booking terms and conditions apply.
Las Vegas Resort Fees
Please note that a compulsory resort fee is now applicable on hotels in Las Vegas. Some hotels also charge a security deposit. These fees are charged by the hotel and must be paid for locally. Please contact your hotel for up to date fees. Subject to change.
Package holidays including third party flights
Please be aware if your original holiday package doesn't include flights with TUI Airways, you'll need to amend to a package which includes flights with the same carrier. If you would like to amend to a holiday using TUI Airways flights a different airline to the one you've already booked with, the normal booking terms and conditions apply.
3rd Party Flights with Beach and City Break Holidays
When booking with non TUI flights you will need to visit your airline's own website to add Advance Passenger Information (API), Select Your Seats, Check in online, print your boarding pass and upgrade your luggage allowance. If your booking is with Easyjet from 1.3.20 Select Your Seat and luggage is included.
Refund Credit - What you need to know?
Your refund credit note expires on 30 September 2021, after which point, if you’ve not used it, you’ll automatically receive a cash refund from us. You can also ask us to convert your unused credit note into a cash refund at any time before 30 September 2021.
Your refund credit voucher and the holiday you book with it will carry the same financial protection as your original holiday.
Please note, if you change your holiday, hotel or add or remove a passenger, your original incentive will not be retained.
However, if you make any of these amendments as a result of us cancelling/changing your holiday due to COVID, your original incentive will drop off and you will be eligible for the new incentive that is in place at the time you receive your cancellation email.
And, if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking.
You can use your refund credit as payment towards an alternative booking on any of our package holidays on sale.
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.
Essential Information to Enter the UK
The United Kingdom is taking steps to help stop the spread of COVID-19
1) To protect your health and others’, everyone must complete an online passenger locator form before arrival in the United Kingdom.
2) You may be required to self-isolate for 14 days on arrival. Check the exempt countries list immediately before you travel as this list can change at short notice.
3) It is a legal requirement that you wear a face covering on public transport in the UK.
Failure to comply with the above measures is a criminal offence and you could be fined. Please visit www.gov.uk/uk-border-control for detailed public health advice and requirements for entering the UK.
If you live in Wales, please visit http://www.gov.wales/
If you live in Ireland, please visit https://www.gov.ie/en/publication/74440-travelling-to-ireland-from-a-country-that-is-on-the-covid-19-travel-advice-list