FAQ Categories
Frequently Asked Questions
Booking & Payments
What payment do you accept?
We accept payment by Delta, Switch/Maestro, Master Card, Visa and PayPal.
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.
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.
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.
What is the CMA Price Transparency regulation?
The Competition and Markets Authority (CMA) introduced the Price Transparency regulation to ensure that all travel providers give customers clear, honest and upfront pricing.
This means that the total price you see for your holiday must include all mandatory costs, so you can make an informed decision without hidden surprises later.
The regulation applies to all UK travel brands and is designed to protect customers by making holiday prices easier to compare across different companies.
Some destinations charge local taxes or mandatory fees that must be paid either:
- Directly to the hotel or local authority when you arrive, or
- Upfront as part of your holiday price, collected by the travel brand.
The CMA requires us to be transparent about these charges so that you always know:
- What is included in the total price
- What you may still need to pay in destination
- Why these fees exist
- Who collects them
This ensures you have a complete picture of the cost of your holiday before you book.
Mandatory fees and taxes are charges set by local governments, tourism authorities, or accommodation providers. They are not optional and apply to all travellers staying in certain destinations or types of accommodation.
These fees are not set by us, but we are required to show them clearly as part of the total holiday price.
Some destinations require guests to pay certain taxes directly at the hotel when they check in or check out.
These fees are usually collected by the local authority and cannot be paid in advance.
Examples include:
- Tourist Tax – charged per person per night in many European cities
- Eco Contribution – environmental or sustainability fees in destinations such as Malta
- Resort Fees – common in the USA, covering amenities like Wi Fi or pool access
- Local City Tax – applied by municipalities to support tourism infrastructure
When these apply, we will show them clearly during booking under “To Pay in Destination” so you know exactly what to expect.
Some fees must be collected by the travel brand and are therefore included in the price you pay upfront. Examples include:
- Airport taxes and charges
- Government imposed tourism levies included in the accommodation contract
- Environmental or sustainability fees that must be prepaid
- Local authority taxes that the hotel invoices to the travel provider rather than the guest
These will be included and shown as part of your total holiday price.
The CMA regulation ensures:
- No hidden costs
- Clear and honest pricing
- Better ability to compare holidays
- Full visibility of what you pay now and what you may pay later
- Confidence that the total price shown is accurate and complete
Our goal is to make booking your holiday as simple and transparent as possible.