More questions answered
I booked an extra facility at my hotel but was unhappy, am I entitled to a refund?
The key aspects of your holiday will be included in your holiday price, but there may be some extra items that you wish to arrange which carry a charge. This can include items such as safety deposit boxes or a mini-bar. As these are optional, unfortunately no refunds are available for these items.
I didn't receive my transfer either to or from the airport and had to pay for a taxi - how can I claim a refund?
If coach transfers were included as part of your holiday and detailed on your documentation, then our holiday advisors/coach drivers in resort would have your information. They won't usually leave a hotel without all the passengers. In the rare event that this happens to any of our customers, this should be raised with the Holiday Rep at the airport or by calling our 24/7 holidayline who can investigate and provide a refund if necessary. If this was not resolved in resort and you have receipts for the taxi, then please email them to aftertravelcustomersupport@tuiuk.com and we can review your case.
I didn't receive the special request on my holiday, am I entitled to any money back?
We always do our best to make sure any special requests can be met. But requests are often at the discretion of the hotelier, so they can't always be guaranteed.
I didn't receive the view I was expecting, am I entitled to a refund?
Pool View
If you booked a room with a pool view and have paid a supplement, you'll look directly on to, or will have a side view of the pool. Please note that if you have not paid a supplement for this room type then a refund won't be due.
Sea View
If you booked a room with a sea-view and have paid a supplement, it may be partly blocked. This may be by trees or smaller buildings, or across a road, but you'll still be able to see the sea. If we describe a room as Limited Sea View - LSV in your room description - this will generally mean that your view of the sea will be to the side rather than directly in front of you. Please note that if you haven't paid a supplement for this room type then no refund will be due.
I had a problem with the excursion I went on, am I entitled to a refund?
We're sorry that you experienced problems on a recent excursion you booked with us. Please contact us and have the following information to hand:
- Name of excursion
- Date of excursion
- Excursion booking reference
- Cost of the excursion.
To help us investigate and get back to you quicker, please also state how you booked the excursion - online, in store or in resort. In instances of duplicate payments, please provide us with a copy of your bank statements clearly showing the transactions.
I lost something on holiday - who do I contact?
On the plane
If you leave something behind on the plane during your flight out, you'll need to contact the arrival airport and ask them to check their lost property. Our holiday Reps in resort can assist you with this if your item has been handed in.
If it's on your flight home, let us know and we'll do our best to track down the item for you.
At the hotel
If you think you lost something at your hotel, it's best to contact them directly to see if your item has been handed in.
On a Cruise
If you leave what we class as a "valuable item" on one of our cruise ships, we can try to locate and retrieve this for you if you contact us via our online form.
We would deem a valuable item to be camera, wallet/purse, jewellery (not costume), mobile phone, ipad/tablet/ipod, spectacles, hearing aids, false teeth etc. Any other items such as clothes, footwear, duty free, beachwear, sunglasses and personal items such as hair straighteners, perfume, costume jewellery would not be something that we would be able to retrieve for you as our ships have limited space on board so certain items that are found are taken ashore and given to local charities.
If we can locate your item then please allow 10 weeks for this to be returned as due to the ships constantly moving around it can take time to get these items back to the UK. Once it is back in the UK then we will arrange for this to be delivered to you.
I upgraded my room at the hotel but wasn't happy with the room, am I entitled to a refund?
We're sorry to hear that you were unhappy with your upgraded room. If you choose to upgrade your room directly with the hotelier, this won't form part of your contract with us and therefore we're unable to process a refund.
Why was there a child in a property that was shown as adults only?
The minimum age for children is 16 or 18 in our adult properties, which include our TUI Blue for Two and Gold range booked through the UK. Please note that hoteliers may accept bookings from other countries and on the rare occasion may accept a child booked as an adult.
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