FAQ Categories
Frequently Asked Questions
Booking & Payments
What payment do you accept?
We accept payment by Delta, Switch/Maestro, Master Card and Visa.
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.
Refund Credit Notes
You can use your refund credit as payment on any alternative or existing TUI or First Choice package holiday. We have holidays on sale up until 30 April 2023 and you must use your refund credit by 30 September 2022 – we’ll refund it automatically if you don’t use it by then.
Is there a booking fee for using credit or debit cards?
There is no fee for payments made with a debit card or credit card.
Are there any additional charges I should be aware of?
Generally, all taxes, surcharges and supplements are included in the price of the holiday on our website. Unfortunately, final prices can differ slightly because we rely on airlines, Hotels and Tour Operators to keep everything up to date, and in travel things change by the minute. To ensure the most accurate price for your chosen holiday simply click “update quote” on the holiday page.
Are there any flexible payment options?
We offer a deposit and part payment scheme for Package Holidays if you are booking your package holiday more than 12 weeks ahead of the departure date. You will be required to pay a deposit immediately and you will be given a date to pay the outstanding balance, allowing you to pay for your holiday with as many payments as you wish. If you are booking your package holiday less than 12 weeks before departure, you must pay the costs in full immediately or for Thomas Cook product 14 weeks before departure.
How do I arrange in-flight meals and extra baggage allowances?
At the booking stage, dependent on the holiday, you are given the option to arrange extra baggage allowances. If you have already booked your holiday and you wish to add these options, simply call our customer services team on 0204 578 0977.
I’ve booked my holiday – what happens next?
We will send you an email to confirm your booking containing the holiday details and your reference number. It is advised that you print out a copy of this email or save it for your own records.
When will my tickets arrive?
Once we have received full payment for your forthcoming holiday, ticket confirmation will be sent to you in due course. This will usually be in the form of an ‘E-ticket’. E-tickets look very much like your booking confirmation, but will state the wording ‘E-ticket document’ at the top of the first page and will give details of check-in times, as well as flight timings, transfers and accommodation if applicable. Upon receipt of your E-ticket, you will receive no further confirmation from us, as your E-ticket (along with your passport(s) & any other required travel documentation) is all you need to check-in with at the airport. If you do not receive your E-ticket from us at least 7 days before you travel, please contact our Customer Services team on 0204 578 0977 who will then assist you further.
Can I make changes to my holiday?
If you find anything wrong in your holiday documentation or if you just wish to change something about your holiday, contact our customer services department on 0204 578 0977.
What if my details are incorrect?
If there is a mistake on your tickets or other documentation, please call customer services on 0204 578 0977 and we will amend your details.
What if I want to cancel my holiday?
If you wish to cancel your holiday please call our customer services department on 0204 578 0977
How can I pay my holiday balance?
If you book a TUI or First Choice package holiday with Holiday Hypermarket, you can pay the remaining holiday balance by calling the Customer Service team, or by using the Manage My Booking feature on the TUI or First Choice Websites.
For TUI Package Holidays please visit:
https://www.tui.co.uk/destinations/your-account/managemybooking/login
For First Choice Package Holidays please visit:
https://www.firstchoice.co.uk/holiday/your-account/managemybooking/login
Manage My Booking through TUI and First Choice is available to all customers whether you book online, or over the phone with the Holiday Hypermarket team.
Please note: If you’re booking was made prior to the 5th October 2020, you should continue to contact the Customer Service team on 0800 916 5167 to pay any holiday balance
Can I check in online?
If you’re travelling with TUI Airways and would like to check in online, you will need to provide Advance Passenger Information (API). This can be done by simply logging into https://flightextras.tui.co.uk/ with your booking reference number and entering your passport or other travel documentation details into the ‘Travel documents’ section. Any last minute extras or special requests can also be added on the Flight Extras page.
If you have purchased the Select Your Seat upgrade, you can check in 14 days prior to your departure date. If not, online check in will open 7 days before departure. Once you have checked in online you will also be given the option to print your own boarding pass if preferred.
How can I select my seats?
If your flight is with TUI Airways, you can select your own seats by purchasing a seat upgrade. If you did not choose this option at the time of booking then you can purchase it via https://flightextras.tui.co.uk/. When you upgrade to Select Your Seat, you will be able to choose where you sit on the plane 90 days before your return flight date. If you’ve opted for Premium Club, Extra Legroom or Extra Space seats, you can select where you sit as soon as you’ve received your booking confirmation.
What if I am not flying with TUI or First Choice?
If travelling with another airline, please refer to the airline’s website regarding your check-in procedure.