Refund credit and booking incentive terms & conditions

The value of your refund credit is the sum you paid for your original holiday less any amendment or cancellation fees you have paid and not including any extras like travel insurance and seat upgrades.

The refund credit is valid as soon as you receive it and is being issued to you as your package holiday will no longer be able to go ahead as planned due to the Department of Foreign Affairs’ advice against travel or other restrictions.

You can use your refund credit code to book an alternative holiday or to pay for an existing booking on any TUI, or Marella Cruises package holiday. You can also use it for a TUI Airways flight-only, TUI accommodation-only or a Marella Cruises cabin-only booking. Please note that this is not transferrable, and you must be the lead passenger on any existing or alternative booking.

If the alternative arrangements cost more than the combined total of your refund credit and any booking incentive, you will need to pay us the difference.

If your new arrangements cost less than your refund credit, you’ll receive an automatic refund for any outstanding refund credit balance. If we don’t have your details, we’ll be in touch to get them and arrange your refund.

If you do not want to book another holiday with us, we can refund you the value of your refund credit back to your original payment method. Please visit our website FAQs for more information.

Your refund credit is valid until 30 September 2021.

If you have a cruise cabin-only booking that is protected by the ABTA bonding scheme your refund credit note is valid until 31 March 2021.

Please see www.tuiholidays.ie for full booking terms and conditions that apply.

When you make an alternative booking for a TUI, First Choice, Marella Cruises or TUI River Cruises package holiday using your refund credit, we will recognise that you are using that refund credit and will also give you a booking incentive. This booking incentive will be worth either up to 20% of the value of your refund credit or up to 10% of the value of your original booking.

Package Bookings

20% Booking Incentive

The booking incentive of up to 20% will be applied to your alternative booking after the refund credit has been applied and only applies to alternative bookings that cost more than your refund credit. If your alternative booking costs less than the combined cost of your refund credit and booking incentive, your booking incentive will be capped at the cost of your alternative booking. This is applicable to bookings affected due to depart between the 1st November 2020 and 2nd December 2020.

10% Booking Incentive

The booking incentive of up to 10% only applies to alternative bookings that are more expensive than your original booking. If your alternative booking costs more, but by less than the 10% booking incentive value, your booking incentive will be capped at the additional cost of your alternative booking. The booking incentive will be applied to your alternative booking after any refund credit has been applied. This is applicable to bookings affected due to depart between the 11th July 2020 and 31st October 2020 and 3rd December 2020 and 30th April 2021.

Cruise Bookings

10% Booking Incentive

The booking incentive of up to 10% only applies to alternative bookings that are more expensive than your original booking. If your alternative booking costs more, but by less than the 10% booking incentive value, your booking incentive will be capped at the additional cost of your alternative booking. The booking incentive will be applied to your alternative booking after any refund credit has been applied. This is applicable to bookings affected due to depart before 3rd February 2021.

You are not entitled to a booking incentive if you use your refund credit to pay towards the balance of an existing package holiday or if you book a TUI Airways flight-only or TUI accommodation-only booking.

To claim your booking incentive, enter your unique refund credit code, found in your email communication, in upper case in the promotional code box on our website.

Your booking incentive can only be used at the same time as your refund credit and is combinable with other promotions.

You can’t transfer your booking incentive to anyone else.

Your refund credit and booking incentive cannot be used to book package holidays or other travel arrangements that are not operated by TUI or Marella Cruises.

If your holiday has been subject to a significant change or has been cancelled due to Covid-19 then please see the Terms and Conditions below.

Amendments via Manage My Booking are available to customers who have a TUI package holiday with TUI flights booked online with a TUI Airways flight. If you have another package type, including those booked in our Retail Stores, one of our team will be directly in touch to discuss your options.

In Manage My Booking, you can amend your holiday free of charge and are entitled to an incentive per booking. The booking incentive only applies to alternative bookings that are more expensive than your original booking. Please see below what incentive you are entitled to, depending on your original departure date.

Package Holidays:

Winter 2020 bookings

If you have a booking cancelled or affected by a significant change due to depart between 1st November 2020 – 30th April 2021 you can amend your holiday to a different departure date on holidays departing between 1st November 2020 and 30th April 2021 and receive up to a 10% incentive. This incentive will be 10% of your total original holiday cost that can go towards your new booking. If your alternative booking costs more, but by less than 10% of your original holiday cost, your booking incentive will be capped at the additional cost of your alternative booking. For example, if your old booking cost €1000 you’re eligible for up to €100, but if your new holiday is only €50 more expensive, your discount is capped at €50. You are also entitled to a free amendment or cancellation.

Summer 2021 bookings

Summer 2021 bookings If you have a booking cancelled or affected by a significant change due to depart between 1st May 2021 – 31st October 2021 you can amend your holiday to a different departure date within this date range and receive up to a 10% incentive. This incentive will be up to 10% of your total original holiday cost that can go towards your new booking. If your alternative booking costs more, but by less than 10% of your original holiday cost, your booking incentive will be capped at the additional cost of your alternative booking. For example, if your old booking cost €1000 you’re eligible for up to €100, but if your new holiday is only €50 more expensive, your discount is capped at €50. You are also entitled to a free amendment or cancellation. If you have a booking due to depart between 1st May 2021 – 31st October 2021 and amend to a new holiday departing before 1st May 2021 or after 31st October 2021 then no incentive will be received, but you are still entitled to a free amendment or free cancellation.

Any further changes to your alternative holiday, once rebooked, will be subject to our standard terms and conditions and may incur amendment fees. If the alternative holiday selected is cheaper than the original, then you will receive a cash refund for the difference.

You can choose to actively cancel your holiday within the given time frame shown in Manage My Booking and receive a full cash refund of the amount you paid. Any booking incentive will not be refunded.

If we haven’t moved you to a new hotel and you do not take action and amend or cancel your booking within the given time frame outlined in Manage My Booking, then the holiday will automatically be cancelled.

Please see www.tuiholidays.ie for full booking terms and conditions that apply.

Please note, if you choose to change holiday, hotel or add or remove a passenger separately from a Holiday Change led by TUI, your original incentive will not be retained and drop off. This is likely to result in the cost of your holiday increasing. This applies to any booking incentives, 20% Manage my Booking incentives on May and June 2020 departures or holiday change incentives that were in place on your booking. However, if you make any of these amendments (change holiday, hotel or add or remove a passenger) as part of a Holiday Change led by TUI and you are eligible for a new incentive as per the above criteria then this will be offered to you instead.

Please see www.tuiholidays.ie for full booking terms and conditions that apply.

If your holiday has been subject to a free amendment then please see the Terms and Conditions below. Customers will be notified by e-mail if they are entitled to a free amendment based on circumstances surrounding their holiday. If this is the case, you will be able to change the date, duration, accommodation or destination for free but aren’t entitled to a free cancellation or an incentive. If your new holiday is cheaper than your original booking you will receive a refund. If the new booking is more expensive then you will be required to pay the difference. The free amendment must be made within a given timeframe which will be shown in Manage My Booking. Any previous Manage My Booking incentive or refund credit note incentive will not be retained.