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 and which employee must be named as the lead passenger.
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 and extra £30* off per booking, in addition to any other TUI or First Choice package holiday discounts when you spend a under £100.
Receive and extra £100* off per booking, in addition to any other TUI or First Choice package holiday discounts when you spend over £1000.
Save £150 per booking on holidays departing between 1st December and 31st December with TUI & First Choice to the Canary Islands
Save £150 per booking including children aged 2 and over on TUI package holidays departing between 1st and 31st December 2020. The minimum spend is £500 per booking before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on a minimum of 2 adults sharing a room. The offer is valid from 18th November on this website. The offer does not apply to accommodation only, flight only and ski bookings. 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 £100 per booking on single holidays departing between 1st November 2020 and 30th April 2021 with TUI
Save £100 per booking on single passenger booking on TUI package holidays departing between 1st November 2020 and 30th April 2021 The minimum spend is £800 per booking before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on one adult in a room. The offer does not apply to accommodation only, flight only and ski bookings. 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 single holidays departing between 1st May 2021 and 31st October 2021 with TUI and First Choice
Save £200 per booking on single passenger booking on TUI package holidays departing between 1st May 2021 and 31st October 2021 The minimum spend is £800 per booking before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on one adult in a room. The offer does not apply to accommodation only, flight only and ski bookings. 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 single holidays departing between 1st November 2021 and 31st October 2022 with TUI and First Choice
Save £200 per booking on single passenger booking on TUI package holidays departing between 1st November 2021 and 31st October 2022 The minimum spend is £800 per booking before any extras such as insurance, room upgrades & selecting seats, are added. Saving is based on one adult in a room. The offer does not apply to accommodation only, flight only and ski bookings. 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.
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.
TUI, First Choice and Marella Cruises may from time to time offer a low deposit option and if you take advantage of this offer your deposit is payable over more than one payment. If, however you decide to cancel before all payments are made you are still liable to pay the full deposit. This option is not available for bookings made online.
Cancellation and Amendment
Any cancellation or amendment request must be sent to us in writing by the lead passenger and will not take effect until received by us. If you cancel or amend your booking the Provider may charge a cancellation or amendment charge shown in their terms and conditions (which may be 100% of the cost of the travel arrangements).
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.
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.
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.
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 Heros 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.
COVID-19 AND 2020 HOLIDAYS
Travel with local restrictions in place or with more than six people from different households
We ask all customers to act responsibly and follow the Government advice. TUI cannot 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.
Wearing a face mask at the airport, onboard flights and transfers
Everyone over the age of six needs to wear a face mask during the flight and transfer, and you may also be required to wear a mask throughout the airport. You will need to change your mask every four hours, so please take enough for your journey.
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.
The Government in the Canaries has also implemented new rules which require all restaurants, bars and nightclubs to close at 1am.
There have been some changes to the entry requirements for Cyprus. If you are due to travel to Cyprus you 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 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 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 you are due to travel to Madeira will need to complete an online Madeira Traveler Registration form https://madeirasafe.com 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.
Please visit the FCO website for more information. The UK government guide to testing for COVID 19 contains useful links and further information.
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: firstname.lastname@example.org
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 email@example.com 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 firstname.lastname@example.org 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
Temperature checks and covid-19 PCR tests are being carried out all adults and children 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 a reminder, a Cuban tourist card must be purchased prior to departure, otherwise you will be refused boarding in the UK. 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/
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 every holiday up to 30th April 21 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 contact us. Use the TUI App or you can 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 serviceUK@tui.com
Before you return home
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
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 UK Border Control.
If you live in WALES, please click here.
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
Incentives & refunds
Due to the impact of COVID-19 on worldwide travel, we've been reviewing our programme and unfortunately, some flights have been cancelled and some hotels have decided not to open, or we don't feel we would be able to deliver you the high quality holiday experience that you deserve. Therefore some holidays won't be operating as planned.
We're really sorry and we understand this is disappointing, but we've worked hard in recent months to make sure we can still provide safe and enjoyable holidays. We have a range of alternative holidays to offer you and we can't wait to take you away.
If you are affected you will hear from us.
What are my options now?
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.
My holiday has now been cancelled more than twice, 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.
Curtailed Holiday Voucher
The value of your holiday voucher is a pro rata refund for the number of nights you weren't able to be on holiday.
The holiday voucher is valid now and is being issued to you as your package holiday could not continue as planned due to the Foreign and Commonwealth Office's advice against travel or other restrictions.
You can use your holiday voucher code to book a new holiday or to pay for an existing holiday booking on any TUI, First Choice package holiday. You can also use it for a TUI Airways flight only, TUI or First Choice accommodation only booking. Please note that this is not transferrable, and you must be the lead passenger on any existing or alternative booking.
If the new arrangements cost more than your holiday voucher you will need to pay us the difference. If your new arrangements cost less than your holiday voucher, we will issue you a further code to claim the difference.
This voucher is non-negotiable, and cannot be exchanged for cash, gift cards or foreign currency. Your holiday voucher is valid until 31 October 2021.
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.
Refund Credit - What you need to know?
Because 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. It's important to note that the separate booking incentive isn't financially protected. Your refund credit code will be emailed to you, along with details of the separate booking incentive up to 20% within 14 days. You can use your refund credit as payment to amend your booking to any of our package holidays on sale. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only. The booking incentive of up to 20% can only be used alongside your refund credit on a package holiday booking and where the new booking is more expensive than your original holiday cost. For example, if your original holiday cost £2,000, you will have £2,400 to spend on your new holiday. You'll be able to use your refund credit and the separate booking incentive on our website, so you are able to change your holiday without having to contact us. If you booked over the phone, you'll also be able to use your refund credit and booking incentive online. Or, if you'd like to chat it through, you can find the contact details on our website. The TUI Holiday Promise gives you total peace of mind and TUI are now automatically applying Covid-19 Cover to every new or existing TUI beach package holiday customer travelling on or before 30th April 2021.
Free Amendments On New Bookings
We understand that you might be looking for some extra reassurance when you are making a booking with us.
So, we’re offering free amends on the following holidays, as long as the booking is made between 23 July 2020 and 31 December 2020 and the holiday is due to begin between 20 August 2020 and 30 April 2021: • TUI package holidays, where the flights are with TUI Airways • A selection of package holidays operating after Wednesday 2 December
That means that any changes you make to your hotel, or destination – up until 28 days before your departure – will be fee-free. The only exception to this is if you’d like to change a name on your booking – this will still cost £25 per name.
If you change to a hotel or destination that’s more expensive, you’ll need to pay the difference in price. And, if you change to a hotel or destination that’s cheaper, we’ll refund you the difference.