Welcome to our Help Centre

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.

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.

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 you have booked.

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.

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

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.