A MESSAGE FROM US
Due to the ongoing situation regarding COVID-19, the Department of Foreign Affairs advise against all but essential travel until 20 July 2020.
From 1 August 2020, we’ll be operating holidays to a select number of destinations. For more information on these destinations, and to find out what you can expect if you travel to them, please have a read of our TUI Holiday Promise.
We’d like to extend a personal thank you for your patience and understanding as our customer service and social media teams work tirelessly during such an unprecedented time.
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 31 July 2020, including flight-only bookings
• 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, and sailings on 2 and 9 February 2021
- Marella Explorer 2 sailings from Naples between 5 May 2021 to 20 October 2021, and the 90s v 00s Electric Sunsets cruise on 5 September 2020
If your holiday doesn't fall into one of the above categories but is affected and 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
CAN I AMEND MY BOOKING WITH MY INCENTIVE IN ‘MANAGE MY BOOKING’ BEFORE I RECEIVE MY REFUND CREDIT?
We understand that rather than waiting for your refund credit, you may want to amend your booking with your booking incentive straight away, so we’ve set up our systems to make this possible.
If you booked your package holiday on our website, on the TUI App, and your flights were scheduled to be with TUI Airways, you can easily amend your booking on the Manage my Booking page. The exceptions to this are if you added insurance to your booking, or your booking is for a cruise – unfortunately you won’t be able to amend online.
If you booked in a TUI Store, or you added insurance, parking, or an airport hotel to your booking, you need to call 1850 45 35 45. You can call between 9am and 5.30pm from Monday to Friday and one of our Travel Advisors will be able to help you amend your booking. If you're calling from Northern Ireland, please call 0203 451 2778.
You can read the full T&Cs here.
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.
I WOULD LIKE A REFUND
If you’re unable to accept a refund credit, you booked online or over the phone, and you have already received your refund credit code, please use our refund request form to apply 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.
If you’re unable to accept a refund credit, and you booked in a TUI Store, you can apply for a refund. Due to the volume of holidays impacted, we’re asking you not to contact us until you receive your refund credit, so we can continue helping customers in date order.
However, if you do need to request your refund before this, you can do so using the details below. Please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. You can call 1850 45 35 45 between 9am and 5.30pm from Monday to Friday. If you're calling from Northern Ireland, please call 0203 451 2778.
HOW CAN I SPEAK TO A MEMBER OF THE TEAM?
If you booked online or on the TUI App, please call 1850 946 164 between 9am and 6pm from Monday to Friday. If you booked in a TUI Store, please call 1850 453 545 between 9am and 5.30pm from Monday to Friday, and if you're calling from Northern Ireland, please call 0203 451 2778.
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 Covidemail@example.com 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.
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 1850 946 164. Thank you for your caution.
OTHER USEFUL LINKS
Read our refund credit and booking incentive terms and conditions
See the latest government travel advice