Paying for your holiday

Your questions answered.

More questions answered

Can I delay the date my balance is due?

You must pay off the total cost of your holiday by the balance due date shown on your confirmation. If your payment doesn't reach us in time, we reserve the right to cancel your holiday. If you've got any questions or you can't pay by the balance due date, please contact us as soon as possible.

If you're struggling to pay your balance due to the Covid-19 pandemic, please click here for the latest information.

Can I make payments towards my holiday in a TUI Holiday Store if I've booked online?

Yes, Customers who have a Retail booking are now able to make a payment via our website or contact us directly to make a payment. You can also make payments in one of our Retail stores if you have made a booking via our website.

Can I pay by gift card?

You can redeem your card with us online by selecting 'Gift Card' as the method of payment on the payment page. You'll need to make sure your gift card has sufficient funds for the transaction, for example, to pay your deposit the card value needs to be equal to or greater than the deposit amount. You can also use your gift card in any of our TUI Holiday Stores.

Gift cards can't be used for foreign currency or Western Union transactions. Visit our Gift Card pages to find out more. 

Can I pay for my holiday on more than one card?

Yes, if you're booking your holiday online, you can make payments on more than one card, if your holiday is more than 12 weeks away.

If its 12 weeks or less until you're due to travel, and you want to pay on more than one card, contact us and we'll be able to process the payment for you. All card holders must be there when you make the payment.

Do I need to have my Gift Card with me to redeem it?

Yes, you'll need your gift card with you when you're ready to buy something with it. To credit the gift card though, you only need the serial number. 

Do you sell gift cards?

If you're looking for the perfect present, we offer gift cards which can be put towards the cost of our holidays. Purchase in store or take a look at our Gift Card page for more information. 

How can I pay?

Whether you booked online, via the TUI app or in a TUI Store, the best way to pay your balance is by using Manage My Booking. You'll need your booking confirmation number, departure date and lead passenger surname - all of which you'll find in the email we sent to you when you booked.
If you booked in a TUI Store, you can also call 0203 451 2688 to speak to the team. Lines are open between 8am and 8pm from Monday to Friday, 8am and 6pm on Saturday and 10am and 5pm on Sunday.

Please see our website for details of the payment methods we accept.

How do I add a holiday voucher to my booking?

Please see the back of your voucher to see details of where you can add it to your booking.

If you've booked your holiday online, you'll need to send the holiday voucher to us at:

TUI Correspondence Team
Alexandra House
1 Alexandra Road
Swansea
SA1 5ED

The same applies if you've got a compensation voucher from our After Travel Customer Support team, as long as it's still valid.

If you've booked in one of our travel shops or you've booked a cruise, then you'll need to send the voucher to us at the following address:

Travel Accounting
TUI UK
Wigmore House
Wigmore Lane
Luton
LU2 9TN

Please include your booking reference and contact details. 

Just so you know, you can't add vouchers if you're travelling within 2 weeks of departure, regardless of the conditions on the back of the voucher.

How do I find out my gift card balance?

Just call 0203 130 0133, visit your local TUI Holiday Store or check your balance online. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider. 
 

How long will it take for my gift card reload to show on my account?

It can take up to 48 hours for a reload to be credited to your account.  If after 48 hours it still isn't showing please contact our Customer Services team who will be able to help. 

How much is the deposit I need to pay when I book my holiday?

When you book, you'll need to pay a deposit for each person travelling, unless you're booking within 12 weeks of your holiday, when you'll need to pay the whole amount in one go. 
 
The amount you'll need to pay for the deposit will vary depending on the holiday you book. We'll let you know what this is as you go through the booking process.  

You'll find more information about Low Deposits in Your Agreement with Us

Low deposits
On certain holidays, you get the option of paying a low deposit when you book, and then paying the rest of the deposit later. Take a look at our low deposits page for more information on our low deposits offer. 

I have lost my gift card what do I do?

Unfortunately, the card is treated as cash and the balance cannot be refunded if lost, stolen or destroyed. 

What's included in the holiday price?

What's included in the holiday price depends on which type of holiday you're booking. When you book online with us, you'll be able to see a breakdown of the holiday price and what's included as you go through the booking process. You'll also be given the option to add extras to your booking, like reserved seats and extra baggage.
 
Just so you know, local charges at your destination - such as departure taxes - are not usually included in the price, so you'll need to keep these in mind when deciding how much spending money to take.


 

What is the minimum reload on a gift card?

The minimum load is £10.  

When does my Gift Card expire?

The value on your card will expire 24 months from activation, which is the point at which it was first loaded.  

When do I need to pay the balance of my holiday?

Package holidays:

Your balance due date depends on you holiday type and when you booked. For further information visit our payments page.

To make a payment, you can log in to Manage My Booking or your Customer Account. If you booked in one of our stores, you can pop in to your local TUI Holiday Store.

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

Flight or accommodation only bookings:
If you're just booking a flight or hotel with us, you'll need to pay the full balance at the time you book.

Where can I find out about Low Deposits?

Take a look at our Low Deposits page for more information. 

Who do I call if I have any questions about my gift card?

You can contact your local TUI Holiday Store for more details or contact our Customer Services team. If you're a corporate customer, please get in touch with our Corporate Sales Team on 01709 242064 or by emailing ukenquiries@svmcards.com.

Why has the price of my holiday gone down since I booked?

Like most holiday companies, we have flexible pricing - which means the cost of our holidays may go up or down.

Once you've booked your holiday, the amount you pay is frozen. So if the cost goes down, you won't get a refund on the difference. On the other hand, if prices go up, you won't pay a penny more either. Find out more in Our Agreement.

Will there be a charge if I pay by credit card?

There are no additional charges if you pay by Credit or Debit Card.  

Visit our forms of payment page for more information.

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