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Latest Information
Due to ongoing uncertainty, we have unfortunately had to cancel all holidays to the following Red and Amber destinations:
Up to and including 13th June:
Aruba
Croatia
Cyprus
Greece – Crete (Chania), Halkidiki, Kefalonia, Preveza, Samos, Santorini, Skiathos, Thassos, Zante
Italy
Jamaica
Spain – Mainland Spain, Formentera, Mallorca, Ibiza, Menorca, La Palma
Tanzania
Please note – All TUI Lakes & Mountains holidays are cancelled up to and including 13th June
Up to and including 27th June:
Bulgaria
Cape Verde
Costa Rica
Dominican Republic
Egypt
Mexico
Morocco
Tunisia
Turkey
All customers impacted by these cancellations will be contacted directly and will be able to request a full cash refund, or to change to a later date or alternative holiday and receive a booking incentive.
If we need to cancel any future holidays because of updated Government guidance, we will be in touch directly and aim to give customers at least 7 days’ notice.
We would like to thank our customers for their understanding at this time.
Here, you’ll find info on what you need to do to comply with the entry requirements for the country you’re travelling to, and for your return to the UK.The list of green, amber and red countries, as defined by the UK government’s traffic light system, will be reviewed every three weeks. We’re expecting the next update to take place around the week commencing 21 June.
WHAT YOU NEED TO DO TO TRAVEL
Whether you need to get tested or fill out a form before you go on holiday – plus, importantly, the point in time at which you need to do this – depends on the destination you’re travelling to. To help, we’ve put together a handy table:Check your holiday destination entry requirements now >
IMPORTANT INFORMATION
• In good time before your holiday, check the entry requirements for the country you’re travelling to and get tested and fill out a pre-departure form if this is required. Please note that this may be required even if you have been vaccinated.
• You may need to fill out a pre-departure form and/or get tested before you travel or on arrival in your destination – the requirements on timings and the types of test accepted vary from country to country. For some countries, you may need to do this at a specific time before of your holiday – if this is the case, it’s very important that you stick to the specified timing requirements.
• Some countries – Grenada and Barbados – require passengers to quarantine on arrival unless they can provide evidence that they’ve been fully vaccinated. We’re still operating holidays here, so that our customers who are vaccinated are able to travel. It’s your responsibility to ensure you only book a holiday here if you’ve been fully vaccinated or if you’re willing to quarantine on arrival. If you book a holiday here and you haven’t been fully vaccinated by the time you travel, you will have to quarantine on arrival, or you will be able to change your booking fee-free to another holiday travelling with the same airline, but you won’t be able to cancel.
• If you don’t meet these requirements, you could be denied boarding and/or be subject to health assessments or a fine when you arrive.
• It’s your responsibility to make sure you meet any entry requirements, including arranging paying for tests where you’re required to do so. We work with a selection of testing partners to help you with the process and cost of this.
• If you test positive on arrival in your destination, you may be required to self-isolate in a medical facility or your hotel room until your results come back negative. If you’re on a package holiday, the TUI in-resort team will be on hand to provide support if this happens.
You’ll find all the latest country-specific information on testing and entry requirements on the Foreign, Commonwealth and Development Office website. We’ve also included quick links to the countries we’re operating to further down on this page.
If you do need to get tested before you travel, we can help you with this.
Find out how we can help you with COVID-19 testing>
The guidance on what you need to do before you travel can change at short notice. Sign up for FCDO travel advice email alerts, so you automatically receive the latest travel advice updates and travel requirements for the destinations you want to know about.
3) Check your passport
• If you’re travelling to a destination in the EU, your passport must have at least six months left on it and be less than 10 years old.
• Just so you know, the Passport Office has advised that they’re currently experiencing delays of up to 10 weeks for passport renewals, so it’s a good idea to check your expiry date.
4) Check which COVID-19 tests you need to take before coming home and when you arrive home – traffic lights information
• This information is for England, Scotland and Wales only – we’re waiting to hear what the requirements will be for Northern Ireland.
• TUI will not travel to any destinations on the red list.
Find out more about England entry requirements on the FCDO website >
Find out more about Scotland entry requirements on the FCDO website >
Find out more about Wales entry requirements on the FCDO website >
IMPORTANT INFORMATION
• You’ll need to book the tests you need to take once you arrive home, before your holiday begins. There’s guidance on this on the FDCO website.
• Tests are required even if you’re a UK citizen and you have been vaccinated.
• If you live in Scotland, the PCR tests you need to take once you’ve arrived home from an Amber destination can only be purchased through CTM.
• The Test to Release scheme is only in place for England.
• It’s your responsibility to make sure you meet any entry requirements for returning home, including arranging and paying for tests where you are required to do so. We work with a selection of testing partners to help you with the process and cost of this.
• If you don’t have evidence of a negative test result, you might not be able to board your flight home and/or could be fined on arrival.
• Your test result can be provided as a printed document, or an email or text message that you can show on your phone – make sure your device is charged.
• If your pre-departure test result is positive, you must not travel, and you should follow local guidance.
5) Complete a Passenger Locator Form before coming home
48 hours before you’re due to return, you must complete a Passenger Locator Form, which is a requirement for travelling back to the UK.
You’ll need to show evidence of this when you check in at the airport for your return home.
QUICK LINKS TO THE FCDO WEBSITE
Our flexible changes policy >
Everywhere you can currently travel to with us >
TUI DESTINATIONS ON THE UK AMBER LIST
Click the links through to the country-specific pages on the FDCO website to find out everything you need to know about that country’s entry requirements.
ANTIGUA
When you can travel here >
FCDO travel advice and entry requirements >
BARBADOS
When you can travel here >
FCDO travel advice and entry requirements >
CUBA
When you can travel here >
FCDO travel advice and entry requirements >
GRENADA
When you can travel here >
FCDO travel advice and entry requirements >
GREECE – SELECTED ISLANDS
When you can travel here >
FCDO travel advice and entry requirements >
Our step-by-step guide to the Greece pre-departure form >
MALTA
When you can travel here >
FCDO travel advice and entry requirements >
PORTUGAL
When you can travel here >
FCDO travel advice and entry requirements >
SPAIN – SELECTED CANARY ISLANDS
When you can travel here >
FCDO travel advice and entry requirements >
ST LUCIA
When you can travel here >
FCDO travel advice and entry requirements >
EXCLUSIVE TESTING PACKAGES FROM CHRONOMICS
We’ve teamed up with government-authorised providers Chronomics to offer easy and affordable testing packages for all TUI package holiday customers this summer.
They’re available from just £20 per person with delivery and return costs for the tests included in the price.
STEP-BY-STEP GUIDE TO ORDERING AND USING THE TESTING PACKAGES
The package you need depends on the entry requirements of your holiday destination and the UK country you live in – requirements vary from country to country. Please note that these testing kits are not available to residents of Northern Ireland.You may need:
• A ‘fit to fly’ test, if your holiday destination requires you to take a test before you go.
• A ‘test to return’, which you’ll need to pack with you and carry out while you’re on holiday in order to gain entry into the UK when you return.
• Tests that you need to take after your holiday, on days 2 and/or 8 once you’ve arrived home.Check which Chronomics package you need for your holiday >
Purchase the package or packages you need >• You’ll need to have your holiday booking details to hand.
• It’s one package per person.
• You can order your testing package(s) any time after you’ve booked your travel with TUI, but as entry requirements can change, we recommend you do this two weeks before your holiday is due to start. We recommend setting yourself a reminder to order your testing package(s) at this point, so you don’t forget.
• The latest you can order a Green or an Amber package is by 12pm 5 days before your holiday is due to begin.
• The latest you can order a Green+ or an Amber+ package is by 12pm 7 days before your holiday is due to begin.
• Depending on which option you choose, your test or tests may be delivered in multiple packages, even if they’re due to be delivered to you at around the same time.
• ‘Fit to fly’ tests, which you need to do before you leave for your holiday, will be delivered 6 days before your holiday is due to start.
• ‘Test to return’ tests, which you need to take with you on holiday, will be delivered 2 days before your holiday is due to start.
• Tests that you need to take after your holiday will be delivered while you’re away or when you arrive home from your holiday.
• The kits are simple to use and contain step-by-step instructions inside.
If you need to take a ‘fit to fly’ test before your holiday you should:
• Take your test at home before your holiday begins, at the time specified by your holiday destination. You can find out the test timing requirements on the FCDO website or on our Entry Requirements page.
• Your test kit will contain instructions on how to take your test, including how to register your test online. Drop your test at one of our selected TUI Stores.
• Chronomics will process your sample and email you when your test result is available.You can access and download your certificate by logging in to the Chronomics site online.
You should pack your ‘test to return’ in your luggage before you depart the UK and then:
• Take your test in your accommodation within 72 hours of your return home.
• Your test kit contains instructions on how to take your test, including how to register your test online.
• Upload a photo of your test result to your Chronomics account – you’ll get a prompt in the registration system.
• Chronomics will validate your result and email you your test results, normally within 15 minutes.
• You can access your results and your test certificate by logging into the Chronomics site online.
Your PCR test(s) will be delivered shortly after you return home. You should:
• Take your day 2 test and post this back to Chronomics using the pre-paid envelope.
• You’ll be sent an email prompting you to view your test results online once they’re available.
• Take your day 8 test, if you travelled to an Amber destination, and post this back to Chronomics using the pre-paid envelope.
• You’ll be sent an email prompting you to view your test results online once they’re available.
- If you need help:
Chronomics Help Centre for more information and FAQs >
- Before your holiday: You can contact Chronomics or give us a call on 020 4519 7400.
• During your holiday: You can contact our TUI Guest Experience Centre through the TUI app or speak to any of our reps, ground handlers or cabin crew.
• After your holiday: You can contact Chronomics.
• If you have an urgent query and your holiday is due to begin within the next 72 hours, please call 0800 009 3833.Viewing your test results:
• You can view your results and download your certificates through the online Chronomics dashboard.
• You can also link your Chronomics travel documents to third-party verification apps, health passports and more – such as IBM Digital Health Pass and Verifly.
OUR OTHER TESTING PARTNERS
We’ve teamed up with testing providers Klarity, Screen4 and Randox, who we’ve vetted for quality for your peace of mind. These testing kits are available to TUI package, flight-only and accommodation-only customers.
Testing kits available through our supplier, Klarity
HOW TO PURCHASE THE DISCOUNTED KLARITY BUNDLES
• After booking your holiday, follow the link to the Klarity website either via Manage My Booking or your booking confirmation email. There, you’ll find more information on how to start your self-testing process.
• Once you’ve ordered your test kit, you’ll be sent a link, through which you can book your video consultation with one of Klarity’s medical professionals.
• Tests start at £39.85 per person.
ABOUT KLARITY’S BUNDLES
• You can purchase a round-trip travel testing solution that includes your medical consultation for 1, 2, 3 or 4 people.
• Or, you can purchase a one-way travel testing solution that includes your medical consultation for 1, 2, 3 or 4 people.
DELIVERY DETAILS
• The cost of shipping is included. Your testing kit will arrive within 2-3 days.
• Keep your testing kit sealed until you receive instructions from your medical professional.
• Your video consultation time and details will be confirmed by email. A medical professional will guide you through the testing process when it takes place.
HOW TO RETURN YOUR SAMPLE
• Your PCR test kit comes with a pre-paid Royal Mail envelope. Once you’ve packaged up your sample, drop it off at your nearest Royal Mail Priority post box.
• Antigen (rapid flow) test kits won’t need to be sent to the lab. Your results will be evaluated during your video consultation.
WHEN YOU’LL RECEIVE YOUR CERTIFICATE
• For antigen (rapid flow) tests, certificates will be ready within 15 minutes.
• For PCR tests, there will be a 24-36 hour turnaround.
• All certificates will be sent via email as a PDF document.
For more information, take a look at Klarity’s FAQ page.
SCREEN4 TESTING
Screen4 are supplying kits for self-administered PCR – Polymerase Chain Reaction – COVID-19 testing, for a discounted rate, to our customers.
Screen4 also offer testing at a clinic, for a discounted rate, to our customers.
HOW TO ORDER SCREEN4 TESTING KITS
• Once you’ve booked your holiday, you’ll be able to access a link to the Screen4 website either via Manage My Booking or your booking confirmation email. This link is available for both new and existing bookings.
• These testing kits cost £70 each.
DELIVERY DETAILS
• Orders made Monday to Friday before 2pm are sent next-day delivery, by the courier DPD.
• Orders placed during the weekend or Bank Holidays will be dispatched to you on the next working day.
• Orders made after 2pm may take two to three days to be delivered.
HOW TO RETURN YOUR SAMPLE
You can drop your sample off at a Royal Mail Priority post box.
More information on how to drop off your sample >
Alternatively, you can drop completed samples at one of Screen4’s facilities across the UK, where the samples will be taken to a lab by private courier. If you live close to one of their laboratories, you can also hand deliver the sample there.
WHEN YOU’LL RECEIVE YOUR TEST RESULTS
Results of your test will be provided within 24 to 48 hours of the sample arriving at the lab. They’ll be sent to you directly.
For more information, visit the Screen4 FAQ page, which is specifically for our customers.
SCREEN4 TEST TO RELEASE PROCESS
If you’re in a country that’s on England’s amber list, you will need to self-isolate when you return from your holiday. The standard time period is 10 days after you were last in the country, but you can reduce this if you take part in the government’s Test to Release scheme. Screen4 offers tests at a discounted rate for TUI customers, to help make this easier.
Here’s what you need to do…
• When you return to the UK, you’ll need to self-isolate for a full five days after you were in your holiday destination.
• After this, you can take a COVID-19 test to potentially reduce the amount of time you spend quarantining.
• Screen4 offers two types of test – a clinician-led option and a self-administered kit. You can order them through Manage My Booking.
• The Test to Release clinician test costs £105, and there are lots of clinics to choose from around the UK. Visit their clinician testing page for more info.
• The Test to Release self-administered test costs £65, and you can drop your completed test at the nearest Royal Mail Priority Box. There’s more information on this self-administered testing page.
• The results of your test will determine whether you can stop self-isolating. Head to the government’s Test to Release page for the full details.
RANDOX TESTING
Randox are supplying kits for self-administered PCR COVID-19 testing, for a discounted rate, to our customers. They cost £60.
HOW TO ORDER RANDOX TESTING KITS
• Order page for the Randox pre-departure, test-to-release test kit – use code: TUI2021.
• Order page for the Randox day 2 and day 8 home sample kits – use code TUI2021d2d8 for the day 2 and 8 kit, or use code TUI2021 for the day 2 kit only.
• You can order 10 testing kits per transaction, so you’ll need to carry out multiple transactions if you’re travelling as a party larger than this.
DELIVERY DETAILS
• Kits are sent out by Randox for next-day delivery to your home – as long as you order by 12pm Monday to Friday, excluding bank holidays in Northern Ireland. Please allow two business days for your home testing kit to arrive.
• Make sure you order a testing kit as early as possible before your holiday, to ensure it arrives in time.
Once you have completed your kit, you will need to register it online.
HOW TO RETURN YOUR SAMPLE
Please visit the Randox returns page for everything you need to know about how to return your kit.
WHEN YOU’LL RECEIVE YOUR TEST RESULTS AND WHAT TO DO NEXT
Results of your test will be provided within 24 hours of the sample arriving at the lab. They’ll be sent to you directly. Once you’ve received your negative test result, how and when you’ll need to submit this in order to prove you’re ok to travel depends on the country or destination you’re travelling to. You’ll find all the latest country-specific information on testing and entry requirements on the Foreign, Commonwealth and Development Office website.
TESTING AT UK AIRPORTS
LONDON GATWICK AIRPORT, BIRMINGHAM AIRPORT AND EDINBURGH AIRPORT
At London Gatwick Airport, there’s a testing site located within the airport’s long stay car park at the South Terminal.
At Birmingham Airport, please park in Car Park 1 and make your way to the terminal building via door A.
At Edinburgh Airport, there’s a test site located in the FastPark car park area, in front of the terminal.
At all three of these airports, you can book fast, accurate and lab-analysed tests by visiting the Express Test website and selecting a date and time. The test results will usually be emailed or texted to customers the next day. Just so you know, you’re advised to schedule your test between 48 and 96 hours prior to your departure time, as a precaution.
Newcastle Airport is working in collaboration with two local COVID-19 testing companies to provide pre-departure PCR testing, carried out by qualified clinicians. This facility is available to customers flying from Newcastle Airport.
You can book a date and time for your test on this NPH Works web page. Your test results will be sent via email within 36 to 48 hours.
Manchester, Stansted and East Midlands airports are also offering tests.
If you’re travelling from these airports, simply register on the Collinson Group website and book your test slot, then wait for your results – they’ll be sent to you via email.
FREE CHANGES POLICY
We understand that you might be looking for some extra reassurance on your existing holiday booking, and when you’re making a new booking with us.
So, we’re offering free changes on the following holidays:
ALL BOOKINGS
For pre-travel peace of mind, you can change your booking for free if:
• You or someone in your party is not able to travel due to contracting COVID-19, or you are officially required to self-isolate at the time of your departure.
• You’re travelling to a red-list destination which we know requires you to quarantine in a hotel on your return, as we simply won’t be going there.
• You’re travelling to a destination on the amber list which requires you to self-isolate at home on your return.
• Your green list destination is reclassified as green watchlist or amber – in this scenario you can make a change fee-free from 14 days before you’re due to travel right up until the day before your holiday begins.
Plus, even if your holiday doesn’t fall into one of the above categories, it may still be eligible for our free changes policy.
TUI BOOKINGS – INCLUDING THOSE TO GREEN LIST DESTINATIONS
You can make a change fee-free from now up until 14 days before your original departure date if:
• You’re due to travel on or before 31 August 2021
You can make a change fee-free from now up until 21 days before your original departure date if:
• Your booking was made between 23 November 2020 and 30 November 2020 (during the Black Friday promotion period), and is due to depart before 31 October 2021
• Your booking was made between 22 December 2020 and 9 February 2021, and is due to depart before 31 October 2021
You can make a change fee-free from now up until 28 days before your original departure date if:
• You’re due to travel between 1 September 2021 and 31 October 2021.
IMPORTANT INFORMATION
•These policies apply to TUI package holiday, accommodation-only and flight-only bookings.
• If your booking includes a non-TUI Airways flight, you’ll need to change your holiday to one which includes a flight with the same carrier as your original booking.
• Just so you know, for any bookings where you’ve previously made a free change and applied a rebooking incentive, if you then make any further free changes, the rebooking incentive value will not be carried over – with the exception of bookings due to travel on or before 30 June 2021. You’ll need to give us a call on 0800 916 5167 to arrange this.
• Our standard booking terms & conditions apply for changes made within seven days, 14 days, 21 days or 28 days of departure – depending on which policy applies to your booking.
MARELLA CRUISES
BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 21 DAYS BEFORE DEPARTURE
As an exception to our normal booking conditions, if you have an existing Marella Cruises booking which falls into one of the below categories, then you can amend your holiday fee-free to any holiday that’s on sale up to 21 days before departure:
- New bookings made between 1 October 2020 and 7 February 2021, with a departure date before 31 October 2021
These terms are only applicable for customers on a TUI Airways flight. The policy does not include bookings travelling with a third party airline unless you amend to a holiday with the same carrier. For both new and existing customers, you can amend the date, duration, accommodation or destination fee-free. However, name changes will still incur a fee. If you opt for a more expensive holiday, you will need to pay the difference in price. If you change to a cheaper holiday, we will refund any balance overpaid versus the new holiday price.
BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 28 DAYS BEFORE DEPARTURE
As an exception to our normal booking conditions, if you have an existing Marella Cruises booking which falls into one of the below categories, then you can amend your holiday fee-free to any holiday that’s on sale up to 28 days before departure:
- Any booking travelling before 25th October 2021
- Bookings travelling between 26th October and 31 October 2021, and booked on or after 8 February 2021
These terms are only applicable for customers on a TUI Airways flight. The policy does not include bookings travelling with a third party airline unless you amend to a holiday with the same carrier. For both new and existing customers, you can amend the date, duration, accommodation or destination fee-free. However, name changes will still incur a fee. If you opt for a more expensive holiday, you will need to pay the difference in price. If you change to a cheaper holiday, we will refund any balance overpaid versus the new holiday price.
TUI RIVER CRUISES
BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 21 DAYS BEFORE DEPARTURE
As an exception to our normal booking conditions, if you have an existing River Cruise booking which falls into one of the below categories, then you can amend your holiday fee-free to any holiday that’s on sale up to 21 days before departure:
- New bookings made between 22 October 2020 and 7 February 2021, with a departure date before 31 October 2021
- Bookings made before 22 July 2020 to travel before 31 October 2021
BOOKINGS ELIGIBLE FOR FREE AMENDS UP TO 28 DAYS BEFORE DEPARTURE
You can make a change fee-free up until 28 days before your original departure date if:
- Your booking is due to travel before 31 July 2021
- Your booking is due to travel between 1 August 2021 and 31 October 2021, and booked on or after 8 February 2021
This policy includes customers travelling on a third-party airline. For both new and existing customers, you can amend the date, duration, accommodation, or destination fee-free. However, name changes will still incur a fee. If you opt for a more expensive holiday, you will need to pay the difference in price. If you change to a cheaper holiday, we will refund any balance overpaid versus the new holiday price.
Our COVID Cover which includes Holiday to Home cover from AXA Insurance, offers specific protection in the event your holiday is impacted by coronavirus. COVID Cover is automatically applied to all new and existing bookings for holidays departing between 17 May 2021 and 31 August 2021.
COVID Cover is also automatically applied to holidays due to depart on or before 31 October 2021, if booked between 26 December 2020 and 28 February 2021.
You will automatically be covered for the following, subject to terms and conditions. This applies to TUI package holidays, TUI River Cruises, TUI Tours, TUI flight-only and accommodation-only bookings. Just so you know, Marella Cruises are excluded from the COVID Cover.
• Overseas medical assistance should you contract COVID-19 while on holiday.
• Any testing costs associated with contracting COVID-19 while on holiday.
• A flight home for medical treatment if required.
• If you’re asked to quarantine while you’re away, you’ll be covered for an extended stay and a new return flight home.
• You can amend your holiday for free if you contract COVID-19 or are officially required to isolate prior to your travel dates, or if your local area goes into a regional lockdown over the dates you’re due to depart.
This is not a substitute for a full travel insurance product, which should offer a range of benefits that may be useful to you before and during your holiday, including cancellation, baggage and medical cover for other conditions or accidents.
PURCHASABLE COVID COVER
If you’ve got a holiday booked that doesn’t automatically include Holiday to Home Cover, you also have the option to purchase 5-star Defaqto rated Travel Insurance from AXA Insurance. You’ll be covered for any medical expenses related to COVID-19 while on holiday. You can purchase this at the time of booking, or after you’ve booked, to purchase TUI Travel Insurance (underwritten by AXA Insurance) call us on 0800 916 5167.
MY HOLIDAY DESTINATION IS ON THE ‘RED LIST’ – WHAT ARE MY OPTIONS?
We won’t be operating to countries on the red list. Therefore, if prior to your departure date your destination requires hotel quarantine on return, your holiday will be cancelled and you can request a refund, or can change to another date.
SHOULD I PAY MY BALANCE?
We appreciate that you may be feeling apprehensive about paying your balance. We’d like to reassure you that, should your booking become impacted by any changes in cancellation dates, you will be offered a range of flexible options. These options will include the ability to amend your holiday, or the opportunity to receive a cash refund. Please be reassured that we would always contact you before cancelling your holiday.
WHAT HAPPENS IF I NEED TO QUARANTINE ON ARRIVAL AT MY DESTINATION?
In line with our Holiday Promise, if we know a destination or hotel is asking people to quarantine when they arrive in the country – and there isn’t the option to forgo this quarantine period by providing evidence of a negative COVID-19 test – we won’t operate there and you’ll be entitled to either a free change or a full refund.
WHAT HAPPENS IF I AM TRAVELLING TO AN “AMBER” DESTINATION WHICH REQUIRES ME TO SELF ISOLATE ON MY RETURN (NOT IN A HOTEL)?
If, before you depart, we know you’re travelling to a destination where you’ll need to self-isolate on your return to the UK, we will give you the option to change your holiday for free prior to your departure date.
WHAT HAPPENS IF MY DESTINATION IS ON THE “RED LIST” AND I WOULD NEED TO QUARANTINE IN A HOTEL ON MY RETURN?
We won’t be operating to countries on the red list. Therefore, if prior to your departure date your destination requires hotel quarantine on return, your holiday will be cancelled and you can request a refund, or can change to another time.
WHAT HAPPENS IF THE TRAVEL ADVICE FOR MY DESTINATION CHANGES WHILE I’M OVERSEAS AND THEN I’M REQUIRED TO QUARANTINE ON RETURN TO THE UK?
We’re working closely with the Government to understand when and how a country will change status. Currently one weeks’ notice is given between a country being announced to change and it taking place, we will therefore work with customers in resort to find out what is best for them. We understand it’s an important consideration for our customers and impacts confidence when thinking about travelling overseas this year. As soon as we understand more, we will update you on our website.
I’M DUE TO TRAVEL AND HAVEN’T YET HAD MY COVID VACCINATION. WHAT HAPPENS IF PROOF OF THE VACCINATION IS REQUIRED BY THE DESTINATION/AIRLINE/HOTEL AND I DON’T YET HAVE IT?
If regulations have changed since booking your holiday and your airline/destination/hotel now have a requirement to produce proof of vaccination, and you are not yet eligible for vaccination/ haven’t yet had your vaccination/have chosen not to have a vaccination, you can change your holiday to a later date for free. If your new booking is cheaper we will refund the difference, if more expensive you will need to pay the difference.
Please note: For Third Party airlines, any changes need to be to the same airline.
I AM DUE TO TRAVEL IN SUMMER 2021 AND I HAVE SEEN THAT MY HOTEL IS CLOSED, IS MY HOLIDAY CANCELLED?
We are working closely with all of our hotel and resort partners to gather further information about what’s on offer at the time of your holiday. We will proactively contact you closer to the time if your holiday is impacted to discuss your options.
MY PACKAGE HOLIDAY IS CANCELLED – HOW CAN I AMEND?
If your holiday has been cancelled you can contact us on 0800 916 5167 and one our Travel Advisors will be able to amend your booking.
MY HOLIDAY IS GOING AHEAD AS PLANNED – WILL THERE BE CHANGES?
Due to the impact of COVID-19 on worldwide travel, we’ve been reviewing our programme to ensure we can still operate safe and enjoyable holidays. We’d like to reassure you that if your holiday is going ahead as planned, as per our TUI Holiday Promise there are no known significant changes that will affect your holiday.
MY HOLIDAY IS DUE TO TAKE PLACE, BUT I WOULD LIKE TO CHANGE IT AS I’M IN A HIGH-RISK CATEGORY OR I HAVE BECOME SERIOUSLY ILL?
If you, or a member of your party, are unable to continue with your holiday due to serious illness (non Covid related), or you have been advised by your doctor not to travel please contact our Customer Service Team on 0800 916 5167 to discuss your options. We also advise you to speak to your holiday insurance to check if you are covered for cancellation.
The Foreign, Commonwealth & Development Office (FCDO) and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.
See gov.uk/travelaware and follow @FCDOtravelGovUK on Twitter and Facebook.com/FCDOtravel – for the latest general FCDO travel advice, including coronavirus travel guidance, security and local laws, and passport and visa information.
See gov.uk/foreign-travel-advice – for FCDO travel advice about individual destinations..
See travelhealthpro.org.uk – for current travel health news.
The advice can change so check regularly for updates.
Travel’s a little different right now and there are some extra things you’ll need to think about before you set off.
1. CHECK THE ENTRY REQUIREMENTS FOR THE COUNTRY YOU’RE TRAVELLING TO, PLUS THE REQUIREMENTS FOR RE-ENTERING THE UK
• We recommend you sign up for FCDO travel advice email alerts, so you automatically receive the latest travel advice updates and travel requirements for the destinations you want to know about.
• You also need to complete a form and get tested before you travel home and once you’ve arrived home, so it’s a good idea to make sure you know what you’ll need to do before your holiday begins and to book any tests in advance if required.Find out more about testing and entry requirements >
Foreign, Commonwealth & Development Office (FCDO) guidance for worldwide travel >
2. SORT YOUR TRAVEL INSURANCE
As always, everyone on your booking needs to have travel insurance in place. With 5-star Defaqto rated Travel Insurance from AXA Insurance, you’ll be covered for any medical expenses related to COVID-19 while on holiday. You can purchase this by giving us a call.
Plus, your booking may come with our included COVID Cover, which is designed to work alongside your usual travel insurance.
3. DOWNLOAD THE TUI APP
4. CHECK IN ONLINE FOR YOUR FLIGHTS
• You can check in 48 hours before your return flight, too.
• We’ll also be asking you to complete a brief health declaration before you fly.
• If you’re flying with one of our partner airlines, or if you’ve booked your flights separately, you’ll need to check the website of the airline you’re flying with for more info.
5. DON’T FORGET YOUR FACE MASKS
• You’ll need to bring your own, and make sure you have enough to allow you to change your mask every four hours.
• If you’re flying with an airline other than TUI Airways, check their website before you travel.
• Once you arrive, face mask regulations – for both adults and children – will vary depending on your destination.
• You can check the local requirements by visiting the FCDO website.
• If you can’t wear a mask for health reasons, you can download a government exemption card, or you may wish to wear a face shield instead.
6. PACK SMART
• Powerbanks, e-cigarettes and loose or spare batteries including spare laptop batteries should always be packed in your hand luggage, rather than your suitcase.
• If you’re flying with an airline other than TUI Airways, check their website before you travel.
7. LEAVE EXTRA TIME
8. GO CONTACTLESS
• Some outlets will ask for card payments only, so make sure your cards are set up to be used abroad and, wherever possible, are contactless.
• It might be worth bringing a small amount of cash, too, just in case.
9. GET READY FOR SECURITY CHECKS
Security checks may take a little longer. To get through as quickly as possible, here’s some useful advice:
• Make sure that any larger electrical items are separated from the rest of your hand luggage where possible. This will help airport security staff complete their checks more easily. Placing phones, iPads, headphones etc. in a separate tray is a good idea.
• Try to travel in slip-on shoes, as you may be asked to remove them and place them in a tray for x-ray.
• Be prepared for bag checks and potentially more x-ray checks than usual.
• Remember to keep liquids to 100ml or under, to pop them in a resealable bag and to keep them easily to hand to be placed in a separate tray before screening.
• Expect airport security staff to be using personal protective equipment (PPE). Please be patient if they need to change gloves or other disposable items.
10. MAKE SURE YOU’RE PREPARED FOR RE-ENTERING THE UK
• As every passenger needs to have their travel documents and COVID-19 testing certificates checked by a UK Border Force agent, there may be delays as you re-enter the UK. We recommend you have an extra bottle of water to hand and allow for extra time in the airport if you have any special requirements.Find out more about testing and entry requirements >FCDO guidance on re-entering England >
There are some things to think about that you wouldn’t normally need to, like COVID-19 testing and pre-departure forms. It’s important to check the entry requirements for the country you’re travelling to, as well as the requirements for re-entry into the UK, in good time before your holiday. If you don’t have the correct documentation at check-in, you may not be allowed to board your plane. You’ll also need to consider how many face masks to pack and be ready for a cash-free holiday.
Preparing to travel checklist >
More information on entry requirements >
WHAT TO EXPECT AT THE AIRPORT AND ON YOUR TUI FLIGHT
All our aircraft are fitted with state-of-the art filtration and ventilation systems, to clean the air and flow fresh air through the cabin every few minutes. It’s really important that you wear a mask throughout your journey, even if you’ve had your two vaccinations. And it may take longer to get through the airport, so it’s a good idea to leave more time than you usually would.
WHAT TO EXPECT AT YOUR HOTEL AND IN YOUR DESTINATION
All our hotels will be operating with even higher hygiene standards than usual, in line with local COVID-19 regulations. These regulations shouldn’t be too different to what you’ve seen at home.
In some destinations, local COVID-19 regulations may mean that you’ll need to wear a face mask around the hotel. You’ll find more hand sanitising stations in place, you may see distancing markers on floors in areas like reception, bars and buffet restaurants. And, there may be some other measures in place to reduce person-to-person contact.
These shouldn’t stop you from enjoying your holiday, and we promise to let you know if there are any significant changes that are likely to do so. Each destination and hotel will be different, but the following information is designed to give you an idea of what you could expect.
Find out more about what to expect in your destination on the FCDO website >
IS MY REFUND CREDIT VOUCHER PROTECTED?
Yes, your refund credit voucher and the holiday you book with it will carry the same financial protection as your original holiday.
WILL I STILL GET MY INCENTIVE IF I CHANGE MY HOLIDAY?
Please note, if you change your holiday, hotel or add or remove a passenger, your original incentive will not be retained.
However, if you make any of these amendments as a result of us cancelling/changing your holiday due to COVID, your original incentive will drop off and you will be eligible for the new incentive that is in place at the time you receive your cancellation email.
MY HOLIDAY HAS NOW BEEN CANCELLED BY TUI MORE THAN ONCE, WHAT INCENTIVE DO I GET?
We’re sorry you’ve been impacted by holiday cancellations more than once. You will be entitled to the booking incentive that’s valid at the time we notify you of your cancelled holiday. The amount of your incentive will be included in your cancellation email from us. This means that any incentive you received on your previous holiday that was cancelled, will not be retained.
WHAT CAN I USE MY REFUND CREDIT ON?
You can use your refund credit as payment on any alternative or existing TUI or First Choice package holiday – including a Marella Cruises or TUI River Cruises sailing. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only, Marella Cruises cabin-only or TUI River Cruise cabin-only booking. We have holidays on sale up until 30 April 2022, and you have the flexibility to use it until then, as long as you book your new holiday before 30 September 2021.
And, if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking. If your Marella or TUI River Cruises booking was cabin-only or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme. You can therefore be confident that you have financial security.
HOW DO I USE MY REFUND CREDIT?
You will need to call 0800 916 5167 and select the correct option for your booking. And, if your original booking was for a package holiday, you can use your booking incentive at the same time as your refund credit.
WHAT ELSE DO I NEED TO KNOW ABOUT MY REFUND CREDIT?
- You can use your refund credit as payment towards an alternative booking on any of our package holidays on sale. 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.
- You can use your refund credit to pay off any remaining balance of an existing holiday.
- The booking incentive can only be used alongside your refund credit on alternative package holiday bookings costing more than your original holiday.
- If you booked a holiday with a flight, your refund credit is valid for bookings made until 30 September 2021.
CAN I USE MY REFUND CREDIT ON A CRYSTAL SKI HOLIDAY?
No, we’re sorry you’re not able to use your refund credit note on a Crystal Ski Holiday. You can use your refund credit on any TUI or First Choice package holiday – including a Marella Cruises or TUI River Cruises sailing.
IS MY REFUND CREDIT FINANCIALLY PROTECTED?
We’d like to reassure you that if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking. You can therefore be confident that you have full financial security.
If your Marella or TUI River Cruises booking was cabin-only or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme, so you also have full financial security. Any booking incentive is not protected. Any new booking will be protected by the scheme of financial protection in place for that booking, please note that TUI Airways flight only, or TUI or First Choice accommodation only bookings are not financially protected.
MY BOOKING WAS FOR CABIN ONLY, WHAT DO THESE CHANGES MEAN FOR ME?
Please bear with us, we’ll be sending you an email to let you know your options including a refund credit and up to 20% booking incentive for the amount you’ve paid.
MY ORIGINAL BOOKING WAS WITH THIRD PARTY FLIGHTS, DO I HAVE TO USE MY REFUND CREDIT ON THE SAME CARRIER?
No, you can use your refund credit as payment towards an alternative booking on any of our package holidays on sale. 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.
IF I REQUEST TO CHANGE MY REFUND CREDIT TO A CASH REFUND HOW LONG WILL IT TAKE?
Your cash refund should take between five and seven days to reach you from when we’ve processed it. We are working through an unusually high volume of refunds so please do bear with us. Thank you for your patience.
IF I DON’T USE ALL OF MY REFUND CREDIT, WILL YOU REFUND ME WHAT’S LEFT?
Yes, any outstanding refund credit balance will be automatically refunded back to your original payment method. If we don’t have your details, we’ll be in touch to get them and arrange your refund.
WHAT HAPPENS WHEN MY REFUND CREDIT EXPIRES?
When your refund credit expires on 30 September 2021 you will automatically be issued a refund for any remaining balance you have on your refund credit. If we don’t have your payment details or your card has expired, we’ll contact you to arrange your refund.
HOW CAN I AMEND OR CANCEL A BOOKING MADE WITH REFUND CREDIT?
If the holiday you’d like to amend to costs less than your previous booking, we need to refund you the difference. Unfortunately, due to the way our systems are set up, we’re unable to process this online for you. So, to change your booking, please call us on 0800 916 5167. If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.
IF I DON’T USE MY SEPARATE BOOKING INCENTIVE, WILL YOU REFUND ME WHAT’S LEFT?
Your separate booking incentive can only be used with your refund credit to book an alternative package holiday. You won’t be refunded for any amount you don’t use.
CAN I CLAIM A REFUND WITH MY TRAVEL INSURANCE?
Please speak to your travel insurance provider and do check the terms and conditions of your policy.
I PAID FOR MY HOLIDAY IN CASH AND DON’T WANT TO ACCEPT A REFUND CREDIT, HOW WILL I RECEIVE A REFUND?
We understand that a refund credit might not work for everyone so you can apply for a cash refund. Please call us on 0800 916 5167 and a member of the team will be able to process this for you.
I’M TRYING TO AMEND BUT I CAN’T FIND THE DATE I WANT?
If you’re unable to find the date you would like to amend your holiday to then it is likely we don’t fly to your desired destination on that day or we don’t have the availability. We have lots of holidays available so recommend trying another date.
MY BOOKING IS AS PART OF A GROUP, WILL WE ALL GET A REFUND CREDIT?
Your refund credit will be sent to the lead passenger on the booking and they will need to book the alternative holiday. Your alternative holiday can have any combination of names and people on it so long as the lead passenger is the same as the original booking.
WHAT HAPPENS IF MY ORIGINAL BOOKING WAS PAID FOR WITH VOUCHERS?
You’ll be given new vouchers equivalent to the amount you spent in vouchers on your original booking.
IF I HAVE TWO SEPARATE CANCELLED BOOKINGS WILL I GET TWO SEPARATE REFUND CREDITS?
Yes, if you have two separate bookings that have been cancelled, we’ll send you two separate refund credit notes. And, if those bookings were both for package holidays, you’ll receive two booking incentives from us too.
CAN I USE MULTIPLE REFUND CREDITS AND BOOKING INCENTIVES ON ONE BOOKING?
Yes, you can do that over the phone with us, it’s not something you can do online. It’s important to note that only one booking incentive can be used per alternative booking.
CAN I USE ANOTHER PROMOTION WHEN I USE MY REFUND CREDIT AND BOOKING INCENTIVE?
Yes, if you are using your refund credit to rebook, you are able to use another offer alongside the 10% and 20% booking incentives. For example, you will still be able to use Family & Friends discounts and sale codes.
CAN I CLAIM A REFUND VIA MY CREDIT CARD PROVIDER?
Whilst we can’t comment on your credit card policy we’d like to remind you that if you booked a package holiday you will also receive up to 10% or 20% in the form of a booking incentive to use alongside your refund credit for alternative package holiday bookings. Your refund credit is valid until 30 September 2021.
I WANT TO AMEND THE HOLIDAY I’VE BOOKED WITH MY REFUND CREDIT AND BOOKING INCENTIVE, CAN I DO THIS FOR FREE?
Normal booking terms and conditions will apply if you’d like to amend your alternative booking.
I HAVEN’T PAID MY FULL HOLIDAY AMOUNT/I’VE ONLY PAID MY DEPOSIT AND MY HOLIDAY HAS NOW BEEN CANCELLED, WILL I RECEIVE A REFUND OR CREDIT?
The amount that you have paid is the amount that will be given back in the form of refund credit.
I ORIGINALLY BOOKED WITH A FREE CHILD PLACE/ USED A DISCOUNT CODE, WILL THIS BE INCLUDED IN MY REFUND CREDIT?
Your refund credit will cover the amount that you paid when you made your original booking and won’t include any offers or incentives that you used at the time.
WILL I GET A REFUND FOR ANY HOLIDAY EXTRAS THAT I BOOKED?
If you booked any holiday extras with us at the time that you made your booking like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit.
If you purchased AXA Insurance through TUI and if a refund is due, this will be processed via the card you used to make your original purchase providing no incident has occurred that could give rise to a claim.
If you booked any other holiday extras with us, we’ll proactively contact you.
If you booked any holiday extras through third parties, you’ll need to contact them directly.
I HAVE ANOTHER BOOKING THAT HASN’T BEEN CANCELLED, CAN I APPLY MY REFUND CREDIT AND BOOKING INCENTIVE TO THAT?
If your other booking still has an outstanding balance you can use your refund credit to pay, however won’t be able to use the booking incentive on an existing holiday. If you’d like to use both your refund credit and your booking incentive, you will need to book an alternative package holiday.