TUI Holiday Promise Explained


TUI are promising you peace of mind, thanks to a package of benefits including free amends if you contract COVID-19 before you travel and the Holiday Guarantee insurance policy.

  • Every person who travels with TUI between now and the end of the year will be automatically covered for overseas medical assistance should they contract COVID-19 while on a TUI holiday. You’ll also be covered for any testing costs and we’ll fly you home for medical treatment if required (subject to terms and conditions).
  • If you’re asked to quarantine while you’re away, you’ll be covered for an extended stay and a new return flight home.
  • And, you can amend your holiday for free if you contract COVID-19 before your holiday.
  • You’ll still need your usual travel insurance to cover all other aspects of your holiday. See here for the T&Cs, plus answers to some frequently asked questions about the policy, and see here for the full Holiday Guarantee policy summary.
  • To add to this, TUI are taking every possible step to protect you against COVID-19 throughout your holiday, from deep-cleaning aircraft to ensuring hotels meet the highest standards of hygiene. Find out more about TUI are keeping you safe on flights and in hotels.

TUI Standards Guaranteed

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

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

24-Hour Support

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

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

Quarantine-Free Holidays

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

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

No Holiday, No Worries

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

  • We’ll be as flexible as we possibly can if COVID-19 means your holiday needs to be cancelled.
  • We’re constantly reviewing the latest travel advice around the world and will work with you to take whatever the right action is for your particular circumstances.
  • TUI’s flexible amends policy means you can amend your holiday for free – up until seven days before your departure date – until 10 July, if you’re travelling before September 2020.

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

Here’s a bit more on the TUI Holiday Promise:

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