Frequently Asked Questions
The Foreign, Commonwealth & Development Office (FCDO) and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.
We would like to apologise to some of our customers who have experienced flight delays in recent days.
As the UK’s biggest holiday company, our priority is to take customers on holiday safely. We continue to work closely with our airport partners to monitor the situation and continue to provide the best possible holiday experience for our customers.
We are doing everything we can to limit any flight delays, which can happen from time to time for various operational reasons. On the rare occasion flight delays do take place, we will do everything we can to support our customers, through direct communications and providing overnight accommodation and transfers where needed, as well as meals and refreshments.
We’d like to remind customers not to arrive at the airport too far in advance of their flight, as this can contribute to terminal queueing delays. Standard check-in opens at least two and a half hours before departure time for short and mid-haul flights, and at least three and a half hours before departure for long-haul flights.
At some airports, we are able to offer day before bag drop and self-service bag drop.
Face masks will no longer be a legal requirement on TUI Airways flights to/from England, Scotland, Northern Ireland and Wales, however in line with UK government and EU Charter guidance, we strongly recommend that you still wear a mask throughout your flight.
It’s important to note that you may still be required to wear a mask when leaving the aircraft and once inside the airport at your arrival destination.
It is mandatory for all customers aged six and over travelling to Italy on TUI Airways to wear an FFP2 mask throughout their flight. Please remember to carry evidence if you are medically exempt.
If you are showing any COVID-19 symptoms or have recently tested positive you should not travel and will be able to change your holiday fee-free under our COVID flexibility policy.
If you are flying with one of our airline partners please check their website for the latest information.
For the full guidelines please see our Covid hub.