Popular FAQs
Get answers to some of our most frequently asked questions
Can I check in online?
Yes, online check-in is available for all TUI customers who are travelling on TUI flights - these are the ones with flight numbers beginning TOM.
Go to Manage My Booking
Flying on another airline?
Because you're flying with another airline, you will need to check in online on that airline’s website.
To log into the airline website you will be asked for your flight reference number. Please note, this is not the same as your TUI booking reference. Your flight reference number will be a 6-character alpha-numeric code and can be found on your booking confirmation, e-ticket or in manage my booking on the TUI website.
Will I have to pay any fees to cancel my holiday?
If you want to cancel your booking, or part of it, you should contact us as soon as possible.
If you booked online, you can do some of this yourself through your Customer Account or Manage My Booking, otherwise please contact us. Once your booking has been cancelled, you can expect to receive a cancellation invoice within 14 days. If you don't, please contact us.
How much it costs to cancel your holiday, or to remove passengers from the booking, varies depending on how much time there is before you're due to travel and which airline you're flying with.
Our cancellation charges cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements.
If you're travelling on a TUI flight as part of package, here are our cancellation charges.
70 days or more before travel: Loss of full deposit
69 - 63 days before travel: 30% of total booking price
62 - 49 days before travel: 50% of total booking price
48 - 29 days before travel: 70% of total booking price
28 - 15 days before travel: 90% of total booking price
14 - 0 days before travel: 100% of total booking price
Just so you know, removing a passenger from your booking might mean that your overall holiday cost goes up.
Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay.
If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation.
The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you'd be covered for the cost of any cancellation charges.
Please read through our terms and conditions for more details of the charges.
If TUI has cancelled your holiday
If we've cancelled your booking - for example due to a hotel closing or a flight cancellation - you won't need to pay any fees.
Only booked a flight or hotel?
If you've only booked a flight or just a hotel, the cancellation charges are different. You'll find details of these in our booking conditions.
How do I make a complaint about my holiday?
We're sorry that you have not enjoyed everything about your holiday, and hope that we can help to resolve this.
If you have a complaint whilst on holiday with us, please ensure you inform your TUI Rep, the accommodation management or airline staff immediately. If we cannot resolve the problem at the resort or during your flight, you must notify us of your claim within 28 days of your return from holiday.
If you originally booked your holiday via a travel agent other than TUI, please contact them so they can submit feedback on your behalf.
To make a complaint, please complete this form to share feedback with us. Once you've completed your form, we'll send you an acknowledgment email with your reference number. We'll be in touch with the lead passenger on the booking within 28 days. Please provide us with as much information as possible, including your booking reference and holiday dates where applicable.
Can TUI guarantee that my access requirements will be fulfilled?
TUI’s ability to provide customers with precise accessibility information and confirmation of services is entirely dependent upon notification of access needs by the customer. This must be done before booking, or as soon as possible after.
How do I cancel my excursion booking?
Online bookings
If you booked your excursion online and your excursion reference number starts with EXC, please contact our Excursions Team to cancel your booking. If your excursion reference number is made up of numbers only, you can cancel it yourself online using the My Booking option, as long as the excursion is outside 48 hours away.
If it's less than 48 hours before your excursion, you'll need to contact our Excursions Team to cancel your booking.
Bookings in resort
If you booked your excursion in resort, please speak to your Holiday Advisor or the 24/7 Holiday line to cancel your booking.
Just so you know, you might need to pay a charge if you cancel your excursion. The amount you'll need to pay depends on the terms and conditions of the excursion supplier. You'll see cancellation charge information when you get to the shopping cart point of the booking process.
Do I need to print my boarding pass if I check in online?
TUI, Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service and Volotea flights
Yes, you'll need to print each boarding pass clearly on an individual piece of A4 paper. The barcode on the pass will need to be scanned at the airport, so the page mustn't have any rips or tears. Your boarding pass is an official security document, so you'll need to keep it safe until you reach your destination. Just so you know, we can't accept any unclear, faded or blurry boarding passes.
If you can't print your boarding passes, you can collect them from the TUI bag drop desk when you arrive at the airport.
Go to online check-in
Can I reprint my boarding pass if it's lost or damaged?
Yes, most airlines will allow you to reprint your boarding passes.
If you're travelling with TUI log in to the Flight Extras website and if you've already checked-in, you'll see a print button. Click this and your boarding passes will appear, ready for reprinting. You'll be able to do this up to 6 hours before your outward flight, or up to 25 hours before your return flight. You'll need to print each boarding pass clearly on an individual piece of A4 paper.
If it's later than this and you need a new copy of your boarding passes, you can collect them from the TUI bag drop desk or at the check in desk of your airline when you arrive at the airport. The service is also available for the following airlines:
Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, Volotea.
Looking for something else?
Check out these other popular FAQ topics.
Looking for something else?
Check out these other popular FAQ topics.
Before you go
- Can I book a single room?
- Can I book Multi-Destination holidays online?
- How do I add on a special request?
Airport, flight and luggage
- Do I need any additional information for my API if I’m travelling to the USA?
- My birthday is on a leap year, so how do I go about entering my API details?
- What’s Advanced Passenger Information (API)
On holiday
- Can I book activities like the TUI Kids' Club at the hotel on my app?
- Can I pre-book a table in the á la carte restaurant?
- How do I contact TUI whilst I'm on holiday?
When you get back
- How do I leave feedback for you?
- How do I make a complaint about my holiday?
- I had an accident whilst on holiday, how do I report this?
Marella Cruises
- Are Marella Cruise excursions suitable for less-mobile passengers and wheelchair users?
- Are the Marella cruise ships suitable for the less mobile and wheelchair users?
- Can a Marella Cruise cater for customers who are deaf, hard of hearing, blind or visually impaired?