Coronavirus Information

Due to the ongoing situation regarding COVID-19, the Foreign and Commonwealth Office currently advise against all but essential travel. We’d like to extend a personal thank you for your patience and understanding as our customer service and social media teams work around the clock during such an unprecedented time.

We’ve been working behind the scenes to make a number of changes to our processes. These changes will make sure that we’re able to offer additional support to you going forward and will make managing your booking much easier for you.

You’ll find everything you need in the links below.

How do I know if my holiday is going ahead?

If your holiday falls into one of the below categories, we’re really sorry to say that it has been cancelled.

  • TUI holidays travelling on or before 10 July 2020, including flight-only bookings
  • TUI River Cruises sailings travelling up until and including 25 November 2020
  • TUI Lakes and Mountain holidays travelling up until and including 30 September 2020
  • Marella Cruises sailings on or before 27 August 2020 and all sailings detailed below

– All sailings on Marella Celebration
– Sailings on Marella Discovery 2 from Naples, Asia and the Middle East up to 30 April 2021
– Sailings on Marella Dream from Palma up to 4 May 2021
– Marella Discovery sailings on or before 31 October 2020, and from Jamaica in December 2020 and January 2021
– Marella Explorer 2 sailings from Naples between 5 May 2021 to 20 October 2021, and the 90s v 00s Sunsets cruise on 5 September 2020

All other holidays are continuing to operate as planned and will be continuously reviewed.

If your holiday is affected and for any reason can’t operate as planned, we will be proactively contacting you to discuss your options.

If your holiday is operating as planned, we will proactively contact you to let you know and confirm all the details.

Links to our FAQs

What is a refund credit?

We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive.

Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. 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.

I would like a refund

If you’re unable to accept a refund credit and you have already received your refund credit code, please call us on 0800 916 5167 for a cash refund.

Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.

How can I speak to a member of the team?

To speak to the team, please call 0800 916 5167 between 9am and 8pm Monday to Friday, or between 9am and 5.30pm on Saturday.

Please use the number above to contact us, rather than any other that you might see online. Although we do operate some other numbers, 0800 916 5167 will ensure that you get through to the correct team.

A note on your security

We’re aware that criminals are pretending to be TUI or TUI colleagues to try and defraud our customers using social media, email or telephone calls. To protect yourself against fraud never give away information about your booking on an email or telephone call.

The email address of Covid-19@tuicustomercare.co.uk is not affiliated, used by or monitored by us and is likely to be used by fraudsters who are attempting to gain further information in order to commit acts of fraud.

Further to this we are also aware of potential fraudulent activity involving email addresses ending with firstchoiceukltd.com & tuicareteam.com.

If you believe that you may be a victim of fraud, then please visit https://www.actionfraud.police.uk for further advice and ways to report fraud to the relevant authorities.

When our team contact you, they’ll identify themselves with specific knowledge about your booking that only they and you could know. If you are in doubt just call our contact centre on 0800 916 5167. Thank you for your caution.

Useful links

Read our refund credit and booking incentive terms and conditions
See the latest government travel advice

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