Changes and cancellations

If you booked your holiday on our website, you can use your Customer Account or Manage My Booking to make the following changes to your holiday:

- View your booking summary
- Cancel your booking
- Change your holiday to a different one entirely
- Upgrade your flight seats, add luggage or add any airport extras like parking or a hotel
- Upgrade or change your room
- Change your board basis
- Amend or add any extras in resort, like park tickets in Florida and excursions in Lapland
- Amend or add any accomodation extras, like Kids' clubs and academies
- Change the name of a non-lead passenger
- Add or remove passengers from the booking
- Add or remove late check-out
- Change your contact details

If you booked in a TUI Holiday Store, you should visit or get in touch with the store where you booked or contact us. 

If you've booked one of the following holidays you'll need to contact us.

- Flight only
- Ski holidays
- Lakes & Mountains holidays
- Twin centre holidays
- Group bookings
- Weddings abroad
- Hotel only bookings
- Package with flights offered by another airline (in some cases)

Booked one of our holidays with another company?
You'll need to go back to the agent you booked with to make changes.

Amendment and cancellation fees
You may be charged a fee if you change or cancel your holiday. You'll be able to see if this applies before you complete your amendment or cancellation. You can also find out what the fees are in our Booking Conditions.

Please read through our Terms and Conditions for more details of the charges. 

Here's where you can log in to Manage My Booking.

You'll need the following details, which you'll find on your confirmation email...

Booking reference, e.g. 12345678
Lead passenger surname
Departure date

If you can't log in, take a look at our 'What is Manage My Booking?' question to check that your holiday offers this service.

How much it costs to transfer your holiday varies depending on the type of holiday you've booked, and how far in advance you're making the change. Please take a look at our Booking Conditions for more details.

The charge for changing a name on a booking depends on when you request the change. To change the name on a booking you'll need to contact us.

Please read through our terms and conditions for details of the charges.

If you booked your holiday on our website, you can use Manage My Booking to make the following changes to your holiday:

- Make payments towards your holiday
- Review your booking

To log in to Manage My Booking, you'll need the following details:

- Booking reference, e.g. 12345678
- Lead passenger surname
- Departure date

Please contact us to make any other changes. 

If you booked in a TUI Holiday Store, you'll need to return to the Holiday Store you booked with. If any changes have been made to your booking outside Manage My Booking it can mean that you're no longer able to log in, so you'll need to contact us. 

If you've booked one of the following holidays you'll need to contact us

- Ski holidays
- Lakes & Mountains holidays
- Twin centre holidays
- Group holidays
- Weddings abroad
- Hotel only bookings

Flying with another airline?
If you're flying with an airline other than TUI, you may not be able to make changes to your booking - please contact us in this case. That said, you'll still be able to see your booking details or make payments towards your holiday.

Booked one of our holidays with another company?
You'll need to go back to the agent you booked with to make changes.

Amendment and cancellation fees
You may be charged a fee if you change or cancel your holiday. You'll be able to see if this applies before you complete your amendment or cancellation. You can also find out what the fees are in our booking conditions.

TUI Holiday Store or phone bookings
If you booked your holiday in a TUI Holiday Store or over the phone, you won't be able to access Manage My Booking. Instead, you'll need to get in touch with your local store, or call the number on your holiday confirmation.
 
Just booked a flight?
If you've only booked a flight with us, you won't be able to access Manage My Booking. Please contact us and we'll be happy to help.
 
Online bookings
You'll have access to Manage My Booking if you booked online with us. If you can't log in, take a look at our "What is Manage my Booking?" question to check that your holiday offers this service. 
 
However, if any changes have been made to your booking outside Manage My Booking, it can mean that you're no longer able to log-in. To make any more payments or changes, please pop-in to a TUI Holiday Store or call us on 020 3451 2688. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

If any changes have been made to your booking outside Manage My Booking, it can mean that you're no longer able to log in, so you'll need to contact us.  

If you have an AXA policy that was booked in our retail stores on or before 1^st April 2024 or booked online on or before 16^th April:

If you booked any holiday extras with us at the time that you made your booking online or in Manage my Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund. This also applies to any extras bought through https://flightextras.tui.co.uk/, on gotui.com or if you purchased AXA Insurance travel insurance through TUI.
If you booked any other extras with us, we'll proactively contact you.
If you booked any extras with us in one of our TUI Stores, we'll be in touch with you to let you TUI KnowHow we will refund these to you.
If you booked any extras through a third party, you'll need to contact them directly.

If you have an Allianz policy booked in our retail stores from 2^nd April 2024 or booked online from 17^th April:

If you booked any holiday extras with us at the time that you made your booking online or in Manage my Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund. This also applies to any extras bought through https://flightextras.tui.co.uk/ or on gotui.com. If you purchased Allianz Partners travel insurance through TUI you may be entitled to a full premium refund if cancelled within the 14 day cooling off period. (Terms and Conditions apply).
If you booked any other extras with us, we'll proactively contact you.
If you booked any extras with us in one of our TUI Stores, we'll be in touch with you to let you TUI KnowHow we will refund these to you.
If you booked any extras through a third party, you'll need to contact them directly.

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.