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Coronavirus Latest

Latest Information

Tui Holidays – Latest Information

Further update on the resumption of travel

UPDATED: WEDNESDAY 15TH SEPTEMBER | 15:00

We are continually reviewing our holiday programme and cancellations in line with Government updates every three weeks.

We are currently operating to the following destinations:

Green

TUI flights:

Croatia (Dubrovnik, Pula and Split)

Madeira and Porto Santo

Non-TUI flights:

Antigua, Barbados, Gibraltar, Grenada, Iceland, Jersey, Malta and Switzerland

Amber

TUI flights:

Balearics (Ibiza, Majorca, Menorca)

Canaries (Fuerteventura, Gran Canaria, Lanzarote, La Palma and Tenerife)

Cyprus (Larnaca and Paphos)

Greece (Corfu, Crete, Halkidiki, Kefalonia, Kos, Parga, Rhodes, Samos, Santorini, Skiathos, Thassos and Zakynthos)

Italy (Naples)

Mainland Spain (Alicante, Malaga and Reus)

Morocco (Agadir and Marrakech)

Portugal (Algarve)

St Lucia

Non-TUI flights:

Greece (Athens, Peloponnese and Mykonos)

Grenada

Italy (Naples, Puglia, Sardinia, Sicily, Tuscany, Venice)

Mainland Spain (Almeria and Barcelona)

Portugal (Lisbon)

UAE (Dubai)

Due to ongoing uncertainty around travel the following destinations are cancelled:

Up to and including 30th September:

TUI flights:

Turkey

Non-TUI flights:

Mauritius

Up to and including 9th October:

TUI flights:

Aruba, Cape Verde, Costa Rica, Cuba, Dominican Republic, Egypt, Florida, Jamaica, Mexico and Tunisia

Non-TUI flights:

Canada, India, Indonesia, Kenya, Maldives, Seychelles, Sri Lanka, Tanzania, Thailand, Trinidad & Tobago, UAE (Abu Dhabi) and USA

Up to and including 31st October:

TUI flights:

Austria, Italy and Slovenia (TUI Lakes and Mountains)

Bulgaria (Varna and Bourgas)

Italy (Calabria, Sardinia and Sicily)

Mainland Spain (Almeria and Girona)

Malta

Montenegro

Thailand

Non-TUI flights:

Austria

Italy

Turkey

We won’t take any customers to Red destinations or those which require quarantine on arrival, unless this can be foregone by a Covid test.

If we need to cancel holidays because of updated Government guidance, or after reviewing our holiday programme, we will contact customers and aim to give at least seven days advance notice.

These customers can request a full cash refund, or to change to a later date or alternative holiday with a booking incentive.

We know some customers may be unsure about travelling this summer, so to offer continued flexibility and reassurance, fee-free changes can be made up to 14 days before travel for customers due to depart up to and including 31 October. Customers due to depart between 1 November 2021 and 30 April 2022 can make fee-free changes up to 28 days before departure.

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.

WHAT YOU NEED TO DO TO TRAVEL

1) Check entry requirements for your holiday destination

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:

Entry Requirements | Travel With Confidence | TUI.co.uk

You can also use this interactive tool to see the entry requirements for your holiday destination >

TUI-River-Cruises-entry-requirements-for-our-holiday-destinations-030921-1.pdf

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 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.

• Some countries that we’re operating to are only accepting visitors who have been fully vaccinated. We’re still operating holidays to these destinations, so that our customers who are vaccinated are able to travel. It’s your responsibility to ensure you only book a holiday to these destinations if you’ve been fully vaccinated. If you book a holiday here and you haven’t been fully vaccinated by the time you travel, 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 >

2) Check requirements for re-entry into the UK

What you need to do in preparation for coming back to the UK from your holiday destination depends on which UK country you’re a resident in, whether you’re travelling back from a green or amber country, when you’re travelling, and whether or not you’re fully vaccinated. We’ve put together a table to help you understand which forms you’ll need to fill in and which tests you’ll need to take before you travel back to the UK, and once you arrive home.

Check UK re-entry requirements now >

IMPORTANT INFORMATION – TRAVEL BACK TO THE UK

• 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 FCDO website.

• Tests are required even if you’re a UK citizen and you have been vaccinated.

• If you live in Scotland or Wales, the PCR tests you need to take once you’ve arrived home from an amber or green destination should only be purchased through the Scotland CTM portal and the Wales CTM portal.

Just so you know, if you’re returning to Scotland via England, you don’t need to book your day 2 test through the CTM portal. You can use an accredited testing supplier, instead.

• 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’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 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.

• See our step-by-step guide to completing the UK PLF >

 

3) Purchase your test package

Check which tests package you need or if you need to source separate COVID-19 tests. You can always source your own private tests if you’d prefer.

NOTE: if you’re a resident in Scotland or Wales, you should buy your PCR tests – which you’ll need to take when you get home – through the Scotland CTM portal and the Wales CTM portal. You can’t use a private testing service for your day 2 or day 8 test.

Just so you know, if you’re returning to Scotland via England, you don’t need to book your day 2 test through the CTM portal. You can use an accredited testing supplier, instead.

Purchase COVID-19 tests >  

 

4) Sign up for FCDO alerts and double-check entry requirements two weeks before you travel

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.

It’s a good idea to double-check entry requirements on the FCDO website and on our entry requirements checklist, as well as checking our requirements for re-entry into the UK. You should do this regularly in the run-up to your holiday, and we recommend that you make a note to do so two weeks before you travel, too. At that point, if you need to, you can change your test package. To do this, get in contact with the supplier you ordered your tests with.

Sign up for FCDO alerts >

 

5) Check your passport 

Depending on where you’re travelling to, you may be required to have up to 6 months validity from the date of travel. This will change from destination to destination so please ensure you check the FCDO site for advice on passport validity. Your passport must be less than 10 years old.

Just so you know, it can take up to 10 weeks to renew your passport, so it’s best to check your expiry date as early as possible.

Check changes to travel resulting from Brexit >

6) Complete any pre-departure COVID-19 tests and forms and prepare for your return home

The COVID-19 tests and forms you need to complete will vary based on the destination you are travelling to, when you’re travelling, and whether or not you’re fully vaccinated and the UK country you’re a resident in. Make sure you check the entry requirements for your destination, as well as requirements for re-entry into the UK before you travel. And, make a note of the days on which you need to complete your COVID-19 tests and forms.

See how we’re helping you with COVID-19 testing >

You should:
• Check which COVID-19 tests and forms you need to complete before you leave the UK.
• Pack your ‘test to return’ antigen (rapid flow) COVID-19 test in your luggage, as you’ll need to complete this within the 72 hours before your return home.
• Make a note of the UK Passenger Locator form link, as you’ll need to complete this after you have your ‘test to return’ antigen (rapid flow) results.
• See our step-by-step guide to completing the form >
• Make sure your PCR tests (for use after your holiday, back in the UK) are booked before you travel.

We’re doing everything we can to make testing as easy and affordable as possible for you. Check this page regularly for all the latest on how we can help you with testing. We also 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.

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, including our TUI River Cruises customers.

They’re available from just £20 per person with delivery and return costs for the tests included in the price.

You can now purchase tests for holidays departing up until the end of October.

If you live in Scotland or Wales, the PCR tests you need to take once you’ve arrived home from an amber or green destination, on day 2 and/or day 8, should only be purchased through the Scotland CTM portal or the Wales CTM portal.

Just so you know, if you’re returning to Scotland via England, you don’t need to book your day 2 test through the CTM portal. You can use an accredited testing supplier, instead.

If you’re looking for Chronomics package for your Marella Cruises sailing:
See our Marella Cruises testing FAQs >
See our FAQs on COVID-19 testing for our international cruises >

 

  • STEP-BY-STEP GUIDE TO ORDERING AND USING THE TESTING PACKAGES
    Step 1: Check which Chronomics testing package you need for your holiday
    The package you need depends on the entry requirements of your holiday destination, when you’re travelling, whether or not you’re fully vaccinated 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 – even if your flight is departing from England, Scotland, or Wales. If you’re from Northern Ireland, take a look at our section on Randox testing kits.You may need:
    • A fit to fly test, if your holiday destination requires you to take a test before you go. This could be a PCR test or an antigen (rapid flow) test.
    • A test to return antigen (rapid flow) test, 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. ​

    Chronomics Help Centre for more information and FAQs >

    Step 2: Purchase your package(s)
    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’ll need to build your testing package based on what you require. Chronomics packages are made up of two parts – fit to fly tests and tests for your return to the UK. Make sure you check entry requirements for your destination and back to the UK.
    • 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 with no fit to fly test, or with an antigen (rapid flow) fit to fly test is by 12pm 5 days before your holiday is due to begin.
    • The latest you can order a Green or an Amber package with a PCR fit to fly test is by 12pm 7 days before your holiday is due to begin.
    • Note: please use Google Chrome instead of Safari when you’re using the Chronomics website. 

    Step 3: Receive your testing package(s)
    • 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.

    Step 4: Take your fit to fly test – if required by your destination
    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.
    • If your fit to fly is a PCR test, you’ll need to 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.
    • If your fit to fly is an antigen (rapid flow) test, you’ll need to 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.

    Step 5: Take your antigen (rapid flow) test to return
    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.

    Step 6: Take your PCR test(s) when you are back home
    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. Or – if you’re fully vaccinated or you’re returning from a green list country – you can choose to drop your test off at one of our selected TUI Stores.
    • 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 need to, 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.

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 holiday customers – including our TUI River Cruises customers – plus flight-only and accommodation-only customers.

  • TESTING KITS AVAILABLE THROUGH OUR SUPPLIER, KLARITY

Klarity kits provide self-administered PCR – Polymerase Chain Reaction – COVID-19 testing and antigen (rapid flow) COVID-19 testing, for a discounted rate, to our customers. These cover testing requirements for outbound, in-destination, and return from destination, and can be carried out from the comfort of either your home or hotel room.

Klarity provide three different rapid antigen test packages:

Basic antigen
Antigen (rapid flow) self-test
Record yourself doing the test
Upload video, photo of ID and test result
Offline ID and test result verification
Fit to fly certificate issued within 60 minutes*
£24.90 per person, shipping included

Standard antigen
Antigen (rapid flow) assisted self-test
Online consultation with clinician
Offline ID and test result verification
Fit to fly certificate issued within 60 minutes*
From £28.45 per person, shipping included

Premium antigen
Antigen (rapid flow) fully guided self-test
Online consultation with clinician
Clinician verification of ID and test result
Fit to fly certificate issue during appointment*
From £30.65 per person, shipping included

*08.00-20.00

HOW TO PURCHASE THE DISCOUNTED KLARITY BUNDLES
• After booking your holiday, follow the link to the Klarity website via Manage My Booking or your booking confirmation email.
• Once you’ve ordered your test kit, if required, you can book a live consultation with one of Klarity’s medical professionals via the Klarity app.
• Tests start at £24.90 per person.

ABOUT KLARITY’S BUNDLES
• Klarity provides a flexible range of one-way or round-trip travel testing solutions.
• You can choose to have an online consultation with a medical professional for 1-4 people.
• As well as antigen (rapid flow) tests, Klarity offers PCR testing for day 2, day 8, and Test to Release.

DELIVERY DETAILS
• The cost of shipping is included. Your testing kit will arrive within 2-3 days.
• If you have chosen a live online consultation, keep your testing kit sealed until you receive instructions from your medical professional.
• Your consultation time and details will be confirmed by email.

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 and a certificate issues during your online consultation or within 60 minutes.

WHEN YOU’LL RECEIVE YOUR CERTIFICATE
• For antigen (rapid flow) tests, certificates will be ready within 20-60 minutes depending on the product ordered.
• For PCR tests, there will be a 24-hour turnaround time from when your sample reaches the lab.
• All certificates will be sent via email as a PDF document and can also be accessed via the Klarity app.

  • TESTING KITS AVAILABLE THROUGH OUR SUPPLIER, SCREEN4

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, your booking confirmation email or by going directly to https://screen4.org/tui-covid19-services/
    • Pre-travel home testing kits cost £55 each.
    • Pre-travel clinic testing costs £85 each
    • Home testing kits for when you return from your holiday – including a PCR test for day 2 and day 8 after your return – cost £105 per person
    • Clinic testing for when you return from your holiday – including a PCR test on day 2 and day 8 after your return – cost £170 per person

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. We recommend that you take your test and drop off your sample at the earliest time possible, in line with the timings specified by the country you’re travelling to.

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.

Locate a Screen4 clinic >

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 

The following information is for those who aren’t fully vaccinated returning on or after 04.00hrs 19 July 2021.

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 £85, 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 £30, 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.

 

  • TESTING KITS AVAILABLE THROUGH OUR SUPPLIER, RANDOX

Randox are supplying kits for self-administered PCR COVID-19 testing, for a discounted rate, to our customers. They cost £43.

HOW TO ORDER RANDOX TESTING KITS 

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 4-6 working days for your home testing kit to arrive once the order confirmation has been sent.
    • 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.Register your kit online >

HOW TO RETURN YOUR SAMPLE 

Please visit the Randox returns page for everything you need to know about how to return your kit.

Randox returns page >

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

You can also get tested at some UK airports ahead of your holiday with us. Make sure you check your destination’s test timing requirements for entry when you’re arranging your tests.

  • ABERDEEN AIRPORT  

Aberdeen Airport has partnered with ICTS UK & Ireland and the TAC Healthcare Group Ltd to offer pre-departure PCR Park & Test facilities to passengers.

Find out more about how to book and pricing guidelines >

  • BELFAST INTERNATIONAL AIRPORT

Belfast Airport is working with Randox to offer a next-day results service.

Find out more about how to book and pricing guidelines >

  • BIRMINGHAM AIRPORT

If you’re travelling from Birmingham Airport, you can book a test by visiting the Express Test website.

Results are expected by 10pm the day after your test, but could take up to 48 hours to arrive.

Find out more about how to book and pricing guidelines >

  • BOURNEMOUTH AIRPORT  

Bournemouth Airport is working with government-approved testing provider, GPDQ, to provide a range of COVID-19 testing options. Clinician-led testing is on offer for both pre-departure tests and UK re-entry.

Find out more about how to book and pricing guidelines >

  • BRISTOL AIRPORT  

COVID-19 testing for travel is now available at Bristol Airport, by the Hilton car park, provided by Nuffield Health.

Find out more about how to book and pricing guidelines 

  • CARDIFF AIRPORT  

COVID-19 testing for travel is now available at Cardiff Airport’s testing centre in Arrivals, provided by Nuffield Health.

Find out more about how to book and pricing guidelines >

  • EAST MIDLANDS AIRPORT 

If you’re travelling from East Midlands Airport, 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. Results are usually available within 48 hours.

Find out more about how to book and pricing guidelines >

  • EDINBURGH AIRPORT

At Edinburgh Airport, there’s a test site located in the FastPark car park area, in front of the terminal.

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.

Find out more about how to book and pricing guidelines >

  • EXETER AIRPORT 

Exeter Airport is working with government-approved testing provider, GPDQ, to provide a range of COVID-19 testing options. Clinician-led testing is on offer for both pre-departure tests and UK re-entry.

Find out more about how to book and pricing guidelines >

  • GLASGOW AIRPORT  

Glasgow Airport has partnered with ICTS UK & Ireland and the TAC Healthcare Group Ltd to offer pre-departure PCR Park & Test facilities to passengers.

Find out more about how to book and pricing guidelines >

  • LEEDS BRADFORD AIRPORT

Leeds Bradford Airport is working in collaboration with NPH Group to provide pre-departure and UK re-entry PCR testing, carried out by qualified clinicians. Your test results will be sent via email within 36 to 48 hours.

Find out more about how to book and pricing guidelines >

  • LONDON GATWICK AIRPORT

At London Gatwick Airport, there’s a testing site located within the airport’s long stay car park at the South Terminal.

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.

Find out more about how to book and pricing guidelines >

  • LONDON STANSTED AIRPORT 

If you’re travelling from London Stansted Airport, 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. Results are usually available within 48 hours.

Find out more about how to book and pricing guidelines >

  • MANCHESTER AIRPORT

If you’re travelling from Manchester Airport, 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. Results are usually available within 48 hours.

Find out more about how to book and pricing guidelines >

  • NEWCASTLE AIRPORT

Newcastle Airport is working in collaboration with NPH Group to provide pre-departure and UK re-entry PCR testing, carried out by qualified clinicians. Your test results will be sent via email within 36 to 48 hours.

Find out more about how to book and pricing guidelines >

  • NORWICH AIRPORT  

Norwich Airport is working with government-approved testing provider, GPDQ, to provide a range of COVID-19 testing options. Clinician-led testing is on offer for both pre-departure tests and UK re-entry.

Find out more about how to book and pricing guidelines >

DO I NEED TO TAKE A PRE-DEPARTURE PCR TEST BEFORE I RETURN HOME FROM SPAIN? 

No, you do not need to take a PCR test. The mandatory UK re-entry requirement is a test to return antigen (rapid flow) test, which you must take before you fly home. The government has an ‘advisory’ in place for a PCR test – this is not a compulsory requirement.

DO I NEED TO GET A TEST BEFORE I TRAVEL?

You need to check whether a test is required for the country you’re heading to before you travel. It’s your responsibility to make sure you get a test if the country you’re travelling to – including the UK for your return home – requires this.

You can find this out on the Foreign, Commonwealth and Development Office website. 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.

 

I’VE CONFIRMED I NEED A TEST BEFORE I TRAVEL – WHEN SHOULD I TAKE IT?

Check your destination’s COVID-19 test entry requirements via FCDO Travel Adviceand TUI entry requirements webpage (It’s usually required that you take the test no earlier than 72 hours before your flight departure time OR no earlier than 72 hours of your flight scheduled arrival in destination – ensure you check this).

Check your departure time or arrival time (depending on the requirement from your destination) on your booking confirmation or in Manage my Bookingand count backwards 72 hours.

We advise that you take the test just before dropping your sample off and definitely no later than 60 hours before your testing window closes.
Do not take your test before your 72 hour timeline as your test will be invalid.

If you fail to follow these timing guidelines you will be denied boarding as this is a strict legal requirement.
You should aim to drop off your test, at the latest, one hour before the shop is scheduled to close (check shop opening times here) to ensure it is picked up.

 

AT WHAT POINT DO I NEED TO SHOW MY TEST RESULTS?

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 information on this on our Entry Requirements page and on the FDCO website.

 

DO I NEED TO GET TESTED BEFORE RETURNING TO THE UK?

The government has confirmed that when international travel resumes, you’ll need to get tested in order to re-enter the UK.

Find out more about these entry requirements >

 

WHAT HAPPENS IF I TEST POSITIVE FOR COVID-19 IN RESORT? 

If you test positive in your destination before you’re due to return home to the UK, you’ll need to inform your TUI resort team if you’re on a package holiday, plus your hotel and your insurance company. You’ll then need to follow the specific procedures in place at your hotel. These vary from destination to destination and may include the need to self-isolate in a medical facility or your hotel room. You also won’t be able to travel home until you’ve had a COVID-19 test that comes back negative. Your hotel team will be there to support you. And, selected bookings are subject to our included COVID Cover, for extra peace of mind.

 

WHAT DOES FULLY VACCINATED MEAN?

You’re fully vaccinated from 14 days after you have your second dose of a government-approved vaccine.

 

HOW DO I PROVE THAT I’M FULLY VACCINATED?

You’re fully vaccinated from 14 days after you have your second dose of a government-approved vaccine.

If you live in England and have been fully vaccinated, you will be able to demonstrate your COVID-19 vaccination status through the NHS app. Visit the government’s info page on demonstrating your COVID-19 vaccination status for more info.

If you don’t have a smartphone, you can call the NHS Helpline on 119 and ask for a letter to be posted to you – you must do this at least five working days after your second vaccination. Make sure you allow seven days for the letter to be received.

Tui Holidays Fee-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 fee-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 48 hours 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 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 November 2021 and 30 April 2022

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.
• There’s no limit on how many times you can change your booking fee-free, as long as the change you’re making falls within the conditions of our fee-free changes policy.
• 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.
• Our standard booking terms & conditions apply for changes made within 14 days of departure.

MARELLA CRUISES

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 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 November 2021 and 30 April 2022

IMPORTANT INFORMATION
• These policies include cabin-only bookings and bookings with third-party flights.
• 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.
• There’s no limit on how many times you can change your booking fee-free, as long as the change you’re making falls within the conditions of our fee-free changes policy.
• 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.
• Our standard booking terms & conditions apply for changes made within 14 of departure.

TUI RIVER CRUISES

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 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 November 2021 and 30 April 2022

IMPORTANT INFORMATION
• 
Our standard booking terms & conditions apply for changes made within 14 days of departure.
• There’s no limit on how many times you can change your booking fee-free, as long as the change you’re making falls within the conditions of our fee-free changes policy.
• 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.

OTHER NEED-TO-KNOW INFORMATION

The only exception to the above policies – for all holiday types – is if you’d like to change a name on your booking – this will still cost £25 per name.

If you change to a hotel, destination, or sailing that’s more expensive, you’ll need to pay the difference in price. And, if you change to a hotel, destination, or sailing that’s cheaper, we’ll refund you the difference.

Our terms & conditions around cancellations and when your balance is due will stay the same. For all the details on these – and our free changes policy – read our full terms & conditions.

If your booking is eligible, your TUI booking automatically benefits from COVID Cover, which means 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 are due to depart.

COVID Cover also includes a new Holiday to Home insurance policy with AXA Insurance UK Plc. The cover is explained below, but please bear in mind that this is a very specific type of coverage and is not a substitute for a full travel insurance product. You can purchase TUI Travel Insurance (underwritten by AXA Insurance) by contacting us on 0800 916 5167.
Your booking includes the AXA Holiday to Home policy and TUI COVID Cover if:

• You have a booking for a holiday departing on or before 31st October 2021

“HOLIDAY TO HOME” TERMS & CONDITIONS

Cover applies to every person on your booking and is provided free of charge to you.

Cover applies to overseas medical assistance related directly to contracting COVID-19 only and costs associated with overseas testing for suspected COVID-19 cases if medically required. With this policy, you also have access to an English speaking doctor 24 hours a day, via the Doctor Please! telemedicine app (see details below or ask in resort).

If you do contract COVID-19 and the rest of your party is required to quarantine, their COVID Cover may cover them for any extended stay if required. For further information on the Holiday to Home policy, coverage, benefits and any limitations, please see here.

COVID Cover is not a replacement for your standard holiday insurance cover. Independent insurance should still be taken out to safeguard you while on your TUI holiday. You can purchase TUI Travel Insurance (underwritten by AXA Insurance) – call us on 0800 916 5167. Standard booking terms and conditions apply – see www.TUI.co.uk or a TUI brochure. [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.]

For more information and frequently asked questions please visit TUI Travel | COVID Cover Full T&Cs | TUI.co.uk

HOW IMPORTANT IS IT I TAKE MY PHONE AWAY WITH ME? WILL I REALLY NEED IT?
We know that some people prefer not to take their Smartphone away with them on holiday to ensure
they have a break from work or even social media. However, with all the changes that have come into
place since COVID-19 pandemic it is very important that you do take a Smartphone with a camera and
internet access with you – it will definitely make things easier for you.

You will need it to submit and download your COVID-19 test results, complete your Passenger Locator
Form for your return journey (& for some destinations) , check in and show proof of tests at Border
control or your hotel, etc.
We recommend that any documents you download, you take a screen shot of – just in case you are unable
to access the internet at those times you need them.

WHAT MEASURES HAVE YOU PUT IN PLACE ON AIRCRAFT TO REDUCE ANY RISK OF INFECTION?

Before boarding our aircraft are deep-cleaned from nose to tail, with special attention given to the surfaces like seats and tray tables. All our aircraft are fitted with super-efficient, state-of-the-art ventilation and filtration systems to control air quality and circulate fresh air around the cabin every few minutes. These systems are similar to those you would find in hospital settings and meet the highest standards of clinical hygiene. Absolutely everything we do will be in line with the very latest government and holiday industry expert advice. We’ll also be minimising contact points between you and our crew, who like you, will be wearing face masks at all times.

WILL CABIN CREW BE VACCINATED/TESTED FOR COVID-19?

All crew follow a testing regime In line with UK DFT/CAA requirements. This is standard for all crew (pilots and cabin) of all airlines into the UK.

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 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

• You may need to complete a pre-departure form or get yourself tested for COVID-19 before you leave for your holiday. If you don’t meet the entry requirements for the country you’re travelling to, you could be denied boarding, fined or delayed.
• 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

Our easy-to-use app will help us 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 the app if you’ve got a package holiday or flight-only booking.

4. CHECK IN ONLINE FOR YOUR FLIGHTS

• If you’re flying with TUI, online check-in opens 48 hours before your outbound flight (departing from the UK) and is available right up until three hours before take-off.
• 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

• Everyone over six years old needs to wear a face mask on our flights, including while sleeping, unless you’re exempt due to a medical condition. You’ll need to wear a mask even if you’ve had your two vaccinations. Your face mask must cover your nose, mouth and chin – you can wear a face shield, but you’ll need to wear a face mask, too.
• 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

• Our crew won’t be able to help you put luggage in the overhead lockers, so try to keep hand luggage to a minimum – ideally it should be small enough to fit underneath the seat in front of you.
• 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

Social distancing measures could mean that it takes longer to get through airport security checks and to board the aircraft, so please leave plenty of time.

8. GO CONTACTLESS

• Be prepared to use cash a lot less often.
• 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

• You 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 in required.• Make sure you have your UK Passenger Locator Form and proof of your COVID-19 test results completed and ready 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.
• 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 >
Additional information on what you can expect when you’re on holiday
As always, your safety is our number one priority. We’ve revised our COVID-19 safeguards, so you can relax and enjoy a much-needed holiday. From deep-cleaning our aircraft to ensuring our hotels have the highest hygiene standards, here’s what you can expect…

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 >

For our full FAQ please visit this link Travel With Confidence | What To Expect | TUI.co.uk
Your refund credit note expires on 30 September 2021, after which point, if you’ve not used it, you’ll automatically receive a cash refund from us. You can also ask us to convert your unused credit note into a cash refund at any time before 30 September 2021.

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.