FAQ Categories
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
https://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 https://www.caa.co.uk/
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.
Abbreviations
Pricing
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 on TUI package holiday, Marella/TUI River Cruise, TUI Tours, and TUI Multicentre when you spend under £1200.
Discount is valid on holidays departing from 4th October 2022. Valid on holidays under £1200. Saving is based on a minimum of 1 adult travelling. Offer is valid from Tuesday October 4th 2022 on nhs.tui.co.uk. Offer does not apply to accommodation only, flight only, and ski bookings. The discount is automatically applied to all relevant TUI 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 on any TUI package holiday, Marella/TUI River Cruise, TUI Tours, and TUI Multicentre holiday when you spend over £1200.
Discount is valid on holidays departing from 4th October 2022. Minimum spend is £1,200 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 Tuesday 4th October 2022 on nhs.tui.co.uk. Offer does not apply to accommodation only, flight only, and ski bookings. The discount is automatically applied to all relevant TUI 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.
Low Deposits
You can now book your short-haul or mid-haul holiday with a deposit from £75 per person – or for holidays departing after 1st May 2022 – from £65 per person. The full deposit amount is £200 per person – so the remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. Dreaming of faraway shores? Book your long-haul holiday now from just £125 per person. The full deposit amount is £250 per person – so, again, the remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. You can book your Lakes & Mountains holiday from just £75 per person. The full deposit amount is £200 per person and your remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. Our flexible flights give you full flexibility to jet off when and where you want, by letting you choose to fly with a number of big name airlines. Our low deposit scheme works a little differently for these holidays, though. We use your flight cost as a deposit to secure your holiday. You’ll pay 70 per cent of the cost of your flights at the time of the booking, and the remaining 30 per cent eight weeks after. And don’t worry, we’ll do the maths – you’ll see a deposit breakdown before you confirm your booking. Please note, the remaining balance of your total deposit will be due 8 weeks after your booking has been made, 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 book using the low deposit scheme and then cancel your holiday, the remaining deposit balance will be due on cancellation. Deposits are not available on holidays departing within 12 weeks of departure date. Offer may be changed or withdrawn at any time. Please see www.tui.co.uk or the relevant brochure for booking terms and conditions. All the flights and flight-inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk. TUI is a trading name of TUI UK Limited, a member of TUI Group. Registered Office: Wigmore House, Wigmore Lane, Luton, LU2 9TN. Registered in England No: 2830117. ATOL No: 2524. ABTA No: V5126.
FREE KIDS’ PLACES
Free kids place offer applies to new bookings only, on selected holidays subject to limited availability. Only 1 free kid’s place is available in each selected hotel room or selected apartment type or villa with a minimum of 2 full paying adults. Other children must pay the full brochure price. Please see www.tui.co.uk or the relevant brochure for full booking terms and conditions that apply.
DISCOUNTS & PROMOTIONS
Save £100 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st November 2024 and 30th April 2025
Save £100 per booking including children up to 16 years old and over on TUI package holidays. Discount is valid on holidays departing between 1st November 2024 and 30th April 2025. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Offer is valid from Tuesday 23rd August 2022 on this website. 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. 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 £150 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st May 2025 and 31st October 2025
Save £150 per booking including children up to 16 years old on TUI package holidays. Discount is valid on holidays departing between 1st May 2025 and 31st October 2025. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Offer is valid from Friday 22nd December 2023 on this website. 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 £150 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st May 2026 and 31st October 2026
Save £150 per booking including children aged 2 and over on TUI package holidays. Discount is valid on holidays departing between 1st May 2026 and 31st October 2026. 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. 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.
Holiday Vouchers
Your holiday voucher is a discount that can be used on a new holiday on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only or a Marella Cruises or TUI River Cruises cabin-only booking. Please note that the holiday voucher is not transferrable, and you must be the lead passenger on any alternative booking.
Holiday vouchers can only be redeemed once and any remaining balance or unused holiday vouchers will not be transferable or refunded. Holiday vouchers can’t be used to cover the deposit only, but can be used to pay the balance, or when paying the holiday in full. If you cancel your new holiday your holiday voucher will not be refunded, however in the case of TUI cancelling your holiday you will be issued with a new holiday voucher. Your holiday voucher will be valid for 18 months from date of issue and cannot be converted to cash.
TUI Flex
Our Agreement for TUI Flex - Tui Flex can be applied to selected package holidays including flights with TUI Airways. You must add TUI Flex to each passenger on the booking.
Offer applies to selected package holidays only booked on or after 27th July 2022 - this includes short, mid, and most long-haul destinations on TUI Airways flights, excluding package holidays flying to Melbourne Orlando International Airport, Florida. TUI Flex benefits apply only up to 28 days before your departure date. Once you are within 28 days of your departure date then our normal booking conditions will apply. Where a booking is changed to any other product TUI Flex is no longer redeemable. Offer allows a customer to amend fee free, if the new holiday is more expensive then you will need to pay the price difference. If the new holiday is cheaper then we will refund any monies paid above the new holiday price. Offer can only be added at the time of booking. Offer does not apply for bookings made within 90 days of departure. Must be applied for all passengers on the booking including those added after the initial booking is made. Lead passenger names can only be changed via our contact centre. Date change and destination/hotel change can be used separately or once together. Any promo code used on the original booking will not apply to the new holiday. If we cancel your holiday, the TUI Flex fee is refunded. If you cancel your holiday then we will refund your deposit and any balance payments, excluding the TUI Flex fee.
Bookings made on or before 26th July 2022: Offer applies to selected package holidays on TUI Airways flights. TUI Flex benefits apply only up to 28 days before your departure date. Once you are within 28 days of your departure date then our normal booking conditions will apply. Where a booking is changed to any other product TUI Flex is no longer redeemable. Offer allows a customer to amend fee free, if the new holiday is more expensive then you will need to pay the price difference. If the new holiday is cheaper then we will refund any monies paid above the new holiday price. Offer can only be added at the time of booking. Offer does not apply for bookings made within 90 days of departure. Must be applied for all passengers (with the exclusion of infants) on the booking including child/child free places and those added after the initial booking is made. Lead passenger names can only be changed via our contact centre. Date change and destination/hotel change can be used separately or once together. Any promo code used on the original booking will not apply to the new holiday. If we cancel your holiday, the TUI Flex fee is refunded. If you cancel your holiday our standard cancellation fees will apply and your TUI Flex fee will not be refundable.
Brexit – Changes to travel from January 1st 2021
The latest Brexit information available here
Transfers
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.
Accommodation Ratings
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.
Ages
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
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 Customer Services. If you're flying with TUI Airways, you can take a pushchair for infants under 2 years old, for free. And if your flight is part of a package holiday, under-2s will also have a check-in luggage allowance of 10kg. If you’re not flying with TUI Airways, you’ll need to check with your airline. Most other airlines will also carry pushchairs free of charge and you can usually take them to the boarding gate. Some airlines also offer extra hold luggage for under 2s - you'll find details on your e-ticket or confirmation email.
Tickets
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 all applicable information i.e. flight timings, transfers, accommodation. If you are travelling with TUI or First Choice, you will receive your E-Tickets/Confirmation as one document approximately 48 hours prior to travel. If you're booking within 14 days of departure, your booking confirmation will also be your E-ticket. 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 travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us within 48 hours before you travel, please contact our Customer Services team on 0204 5780978.
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.
Car Hire
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.
Travel Insurance
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
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.
Holiday Vouchers
Your holiday voucher is a discount that can be used on a new holiday on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only or a Marella Cruises or TUI River Cruises cabin-only booking. Please note that the holiday voucher is not transferrable, and you must be the lead passenger on any alternative booking.
Holiday vouchers can only be redeemed once and any remaining balance or unused holiday vouchers will not be transferable or refunded. Holiday vouchers can’t be used to cover the deposit only, but can be used to pay the balance, or when paying the holiday in full. If you cancel your new holiday your holiday voucher will not be refunded, however in the case of TUI cancelling your holiday you will be issued with a new holiday voucher. Your holiday voucher will be valid for 18 months from date of issue and cannot be converted to cash.
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).
Help Booking
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 - Sunday 9.00am - 7.00pm.
Airport Fees
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.
Documentation
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 us.
Delivery of Documentation
All documents (e.g. invoices/tickets/Insurance policies) will be emailed to you. Please ensure that you have provided us with the correct contact details.
Online check-in
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 https://www.gov.uk/browse/abroad or call 0845 850 2829 or visit the Passport Service website at http://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.
Turkey Visa
From 2.3.20 you no longer need a visa to travel to Turkey for less than 90 days.
Cuban Visa
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.
Aruba
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 – here.
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.
St Lucia
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.
India Visa
India Visa Online (indianvisaonline.gov.in) states UK passport holders should apply for a ‘Regular Paper’ visa online and need to make an appointment to visit an ‘Indian Mission/Office’ in the UK as part of the application process. These offices in located in Birmingham, Edinburgh and London. Processing times for visas can vary. The latest information (current on 05/10/22) suggests the process could take around 8 weeks so it is important you allow sufficient time to secure your visa. If you would like to know the latest estimated processing time at the time of your application, please contact the Indian Mission/Office that you are applying for your visa from.
Vietnam Visas
With effect from 12th March 2020, the Vietnamese government has announced that the visa waiver programme for UK citizens has been suspended. Please visit 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.
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.
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.
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’ll need to purchase an Electronic System for Travel Authorisation (ESTA) at least 72 hours before you depart to enter the United States. In some cases, you may not be eligible to participate in the Visa Wavier Program (ESTA) if you’ve visited certain countries, for example if you've been in Cuba on or after 12th January 2021, you would need to apply for a visa and you'll need to allow more time for this. For more information go to: Official ESTA Application Website, U.S. Customs and Border Protection (dhs.gov) and also the FCDO for the latest advice and costs: https://www.gov.uk/foreign-travel-advice/usa/entry-requirements
Health
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 Heroes 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.
Pregnancy
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.
Travel Guides
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.
Trip Advisor
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.
Complaints
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.
Terms of use, Website Terms and conditions: YOUR INFORMATION
Information About You, Data Protection, Privacy Policy Notice and Cookies. All details provided by you or collected when you use this Website will be used and held by us in accordance with our Privacy Notice.
We will store and use the information you supply us or which is supplied to us in your use of this Website ("your information") for the purposes set out in our Privacy Policy. You will be/would have been asked to agree to our use of your information at the appropriate time. If you do not agree, we cannot interact with you or accept your booking.
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.
Governing Law
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.
Links
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.
Data Protection and Privacy Policy
It is necessary for us to take certain information from you, including your name, address and financial details in order to confirm your booking. We will provide your personal information, as well as any personal information you provide in relation to other persons who form your booking party, to Providers and carriers who might be located outside the UK and/or EU to enable the operation of the services requested with you. By confirming your booking you consent to such disclosure of personal information. Financial and contact information will not be passed to any third party. We recommend that you view our Data Protection Policy. For full details of our Data Protection and Privacy Policy, please click here.
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.
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.
By agreeing to these Terms and Conditions you have agreed to read the Coronavirus information in the Help Section under FAQ Categories and check the FCO website before travelling.
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
https://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 https://www.caa.co.uk/
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.
Abbreviations
| CS | Self Catering |
| RO | Room Only |
| HB | Half Board |
| FB | Full Board |
| AI or FI | All Inclusive |
| FO | Flight Only |
| FD | Flight Drive |
| CC or CA | Catered Chalet |
| CM | Catered Meals |
Pricing
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 on TUI package holiday, Marella/TUI River Cruise, TUI Tours, and TUI Multicentre when you spend under £1200.
Discount is valid on holidays departing from 4th October 2022. Valid on holidays under £1200. Saving is based on a minimum of 1 adult travelling. Offer is valid from Tuesday October 4th 2022 on nhs.tui.co.uk. Offer does not apply to accommodation only, flight only, and ski bookings. The discount is automatically applied to all relevant TUI 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 on any TUI package holiday, Marella/TUI River Cruise, TUI Tours, and TUI Multicentre holiday when you spend over £1200.
Discount is valid on holidays departing from 4th October 2022. Minimum spend is £1,200 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 Tuesday 4th October 2022 on nhs.tui.co.uk. Offer does not apply to accommodation only, flight only, and ski bookings. The discount is automatically applied to all relevant TUI 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.
Low Deposits
You can now book your short-haul or mid-haul holiday with a deposit from £75 per person – or for holidays departing after 1st May 2022 – from £65 per person. The full deposit amount is £200 per person – so the remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. Dreaming of faraway shores? Book your long-haul holiday now from just £125 per person. The full deposit amount is £250 per person – so, again, the remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. You can book your Lakes & Mountains holiday from just £75 per person. The full deposit amount is £200 per person and your remaining deposit balance will be due 12 weeks after you’ve made your booking on holidays depending on your departure date. Our flexible flights give you full flexibility to jet off when and where you want, by letting you choose to fly with a number of big name airlines. Our low deposit scheme works a little differently for these holidays, though. We use your flight cost as a deposit to secure your holiday. You’ll pay 70 per cent of the cost of your flights at the time of the booking, and the remaining 30 per cent eight weeks after. And don’t worry, we’ll do the maths – you’ll see a deposit breakdown before you confirm your booking. Please note, the remaining balance of your total deposit will be due 8 weeks after your booking has been made, 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 book using the low deposit scheme and then cancel your holiday, the remaining deposit balance will be due on cancellation. Deposits are not available on holidays departing within 12 weeks of departure date. Offer may be changed or withdrawn at any time. Please see www.tui.co.uk or the relevant brochure for booking terms and conditions. All the flights and flight-inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk. TUI is a trading name of TUI UK Limited, a member of TUI Group. Registered Office: Wigmore House, Wigmore Lane, Luton, LU2 9TN. Registered in England No: 2830117. ATOL No: 2524. ABTA No: V5126.
FREE KIDS’ PLACES
Free kids place offer applies to new bookings only, on selected holidays subject to limited availability. Only 1 free kid’s place is available in each selected hotel room or selected apartment type or villa with a minimum of 2 full paying adults. Other children must pay the full brochure price. Please see www.tui.co.uk or the relevant brochure for full booking terms and conditions that apply.
DISCOUNTS & PROMOTIONS
Save £100 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st November 2024 and 30th April 2025
Save £100 per booking including children up to 16 years old and over on TUI package holidays. Discount is valid on holidays departing between 1st November 2024 and 30th April 2025. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Offer is valid from Tuesday 23rd August 2022 on this website. 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. 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 £150 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st May 2025 and 31st October 2025
Save £150 per booking including children up to 16 years old on TUI package holidays. Discount is valid on holidays departing between 1st May 2025 and 31st October 2025. Minimum spend is £800 per booking and before any extras such as insurance, room upgrades & selecting seats, are added. Offer is valid from Friday 22nd December 2023 on this website. 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 £150 per booking on solo traveller holidays or holidays with one adult and one or more children departing between 1st May 2026 and 31st October 2026
Save £150 per booking including children aged 2 and over on TUI package holidays. Discount is valid on holidays departing between 1st May 2026 and 31st October 2026. 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. 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.
Holiday Vouchers
Your holiday voucher is a discount that can be used on a new holiday on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only or a Marella Cruises or TUI River Cruises cabin-only booking. Please note that the holiday voucher is not transferrable, and you must be the lead passenger on any alternative booking.
Holiday vouchers can only be redeemed once and any remaining balance or unused holiday vouchers will not be transferable or refunded. Holiday vouchers can’t be used to cover the deposit only, but can be used to pay the balance, or when paying the holiday in full. If you cancel your new holiday your holiday voucher will not be refunded, however in the case of TUI cancelling your holiday you will be issued with a new holiday voucher. Your holiday voucher will be valid for 18 months from date of issue and cannot be converted to cash.
TUI Flex
Our Agreement for TUI Flex - Tui Flex can be applied to selected package holidays including flights with TUI Airways. You must add TUI Flex to each passenger on the booking.
Offer applies to selected package holidays only booked on or after 27th July 2022 - this includes short, mid, and most long-haul destinations on TUI Airways flights, excluding package holidays flying to Melbourne Orlando International Airport, Florida. TUI Flex benefits apply only up to 28 days before your departure date. Once you are within 28 days of your departure date then our normal booking conditions will apply. Where a booking is changed to any other product TUI Flex is no longer redeemable. Offer allows a customer to amend fee free, if the new holiday is more expensive then you will need to pay the price difference. If the new holiday is cheaper then we will refund any monies paid above the new holiday price. Offer can only be added at the time of booking. Offer does not apply for bookings made within 90 days of departure. Must be applied for all passengers on the booking including those added after the initial booking is made. Lead passenger names can only be changed via our contact centre. Date change and destination/hotel change can be used separately or once together. Any promo code used on the original booking will not apply to the new holiday. If we cancel your holiday, the TUI Flex fee is refunded. If you cancel your holiday then we will refund your deposit and any balance payments, excluding the TUI Flex fee.
Bookings made on or before 26th July 2022: Offer applies to selected package holidays on TUI Airways flights. TUI Flex benefits apply only up to 28 days before your departure date. Once you are within 28 days of your departure date then our normal booking conditions will apply. Where a booking is changed to any other product TUI Flex is no longer redeemable. Offer allows a customer to amend fee free, if the new holiday is more expensive then you will need to pay the price difference. If the new holiday is cheaper then we will refund any monies paid above the new holiday price. Offer can only be added at the time of booking. Offer does not apply for bookings made within 90 days of departure. Must be applied for all passengers (with the exclusion of infants) on the booking including child/child free places and those added after the initial booking is made. Lead passenger names can only be changed via our contact centre. Date change and destination/hotel change can be used separately or once together. Any promo code used on the original booking will not apply to the new holiday. If we cancel your holiday, the TUI Flex fee is refunded. If you cancel your holiday our standard cancellation fees will apply and your TUI Flex fee will not be refundable.
Brexit – Changes to travel from January 1st 2021
The latest Brexit information available here
Transfers
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.
Accommodation Ratings
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.
Ages
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
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 Customer Services. If you're flying with TUI Airways, you can take a pushchair for infants under 2 years old, for free. And if your flight is part of a package holiday, under-2s will also have a check-in luggage allowance of 10kg. If you’re not flying with TUI Airways, you’ll need to check with your airline. Most other airlines will also carry pushchairs free of charge and you can usually take them to the boarding gate. Some airlines also offer extra hold luggage for under 2s - you'll find details on your e-ticket or confirmation email.
Tickets
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 all applicable information i.e. flight timings, transfers, accommodation. If you are travelling with TUI or First Choice, you will receive your E-Tickets/Confirmation as one document approximately 48 hours prior to travel. If you're booking within 14 days of departure, your booking confirmation will also be your E-ticket. 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 travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us within 48 hours before you travel, please contact our Customer Services team on 0204 5780978.
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.
Car Hire
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.
Travel Insurance
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
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.
Holiday Vouchers
Your holiday voucher is a discount that can be used on a new holiday on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only or a Marella Cruises or TUI River Cruises cabin-only booking. Please note that the holiday voucher is not transferrable, and you must be the lead passenger on any alternative booking.
Holiday vouchers can only be redeemed once and any remaining balance or unused holiday vouchers will not be transferable or refunded. Holiday vouchers can’t be used to cover the deposit only, but can be used to pay the balance, or when paying the holiday in full. If you cancel your new holiday your holiday voucher will not be refunded, however in the case of TUI cancelling your holiday you will be issued with a new holiday voucher. Your holiday voucher will be valid for 18 months from date of issue and cannot be converted to cash.
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).
Help Booking
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 - Sunday 9.00am - 7.00pm.
Airport Fees
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.
Documentation
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 us.
Delivery of Documentation
All documents (e.g. invoices/tickets/Insurance policies) will be emailed to you. Please ensure that you have provided us with the correct contact details.
Online check-in
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 https://www.gov.uk/browse/abroad or call 0845 850 2829 or visit the Passport Service website at http://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.
Turkey Visa
From 2.3.20 you no longer need a visa to travel to Turkey for less than 90 days.
Cuban Visa
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.
Aruba
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 – here.
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.
St Lucia
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.
India Visa
India Visa Online (indianvisaonline.gov.in) states UK passport holders should apply for a ‘Regular Paper’ visa online and need to make an appointment to visit an ‘Indian Mission/Office’ in the UK as part of the application process. These offices in located in Birmingham, Edinburgh and London. Processing times for visas can vary. The latest information (current on 05/10/22) suggests the process could take around 8 weeks so it is important you allow sufficient time to secure your visa. If you would like to know the latest estimated processing time at the time of your application, please contact the Indian Mission/Office that you are applying for your visa from.
Vietnam Visas
With effect from 12th March 2020, the Vietnamese government has announced that the visa waiver programme for UK citizens has been suspended. Please visit 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.
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.
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.
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’ll need to purchase an Electronic System for Travel Authorisation (ESTA) at least 72 hours before you depart to enter the United States. In some cases, you may not be eligible to participate in the Visa Wavier Program (ESTA) if you’ve visited certain countries, for example if you've been in Cuba on or after 12th January 2021, you would need to apply for a visa and you'll need to allow more time for this. For more information go to: Official ESTA Application Website, U.S. Customs and Border Protection (dhs.gov) and also the FCDO for the latest advice and costs: https://www.gov.uk/foreign-travel-advice/usa/entry-requirements
Health
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 Heroes 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.
Pregnancy
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.
Travel Guides
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.
Trip Advisor
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.
Complaints
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.
Terms of use, Website Terms and conditions: YOUR INFORMATION
Information About You, Data Protection, Privacy Policy Notice and Cookies. All details provided by you or collected when you use this Website will be used and held by us in accordance with our Privacy Notice.
We will store and use the information you supply us or which is supplied to us in your use of this Website ("your information") for the purposes set out in our Privacy Policy. You will be/would have been asked to agree to our use of your information at the appropriate time. If you do not agree, we cannot interact with you or accept your booking.
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.
Governing Law
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.
Links
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.
Data Protection and Privacy Policy
It is necessary for us to take certain information from you, including your name, address and financial details in order to confirm your booking. We will provide your personal information, as well as any personal information you provide in relation to other persons who form your booking party, to Providers and carriers who might be located outside the UK and/or EU to enable the operation of the services requested with you. By confirming your booking you consent to such disclosure of personal information. Financial and contact information will not be passed to any third party. We recommend that you view our Data Protection Policy. For full details of our Data Protection and Privacy Policy, please click here.
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.
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.
By agreeing to these Terms and Conditions you have agreed to read the Coronavirus information in the Help Section under FAQ Categories and check the FCO website before travelling.