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  1. When will you tell me if my holiday is cancelled?

  2. I don't want to wait to hear if my holiday has been cancelled before changing my booking - what can I do?

  3. My holiday's recently been cancelled by you due to COVID-19 - what are my options?

  4. The country I'm due to travel to isn't on the red list, but you've still cancelled my holiday - why is this?

  5. I was told I was getting a refund but I haven't yet received it - what should I do?

  6. What is a refund credit?

  7. I have a refund credit note, but I'd like a cash refund - how do I get this?

  8. I have refund credit that I want to redeem - how do I do this?

  9. What happens when my refund credit expires?

  10. What does it mean if a country is on the red list?

  11. I booked my holiday before the pandemic started and I feel unsure about my booking - what can I do?

  12. What happens if the area where I live goes into lockdown or travel is restricted?

  13. What happens if I'm ill with COVID-19 or have been officially asked to self-isolate and can't travel?

  14. How do I prove that I'm fully vaccinated?

  15. I booked my holiday before COVID-19 testing was a requirement and now I can't afford the additional costs

  16. What COVID tests do I need to get for my holiday?

  17. Can I still fly if I have tested positive, display symptoms, or have been in contact with someone who has tested positive for COVID-19?

7) I have a refund credit note, but I'd like a cash refund - how do I get this?

If you'd like to swap your refund credit for a cash refund, you can request this at any time. Please use our refund request form to apply for this. You'll need to have your refund credit code to hand. 

Our video guide on how to claim a refund for your cancelled holiday includes instructions on using our refund request form.

Watch video 

Don't forget that, if you're not ready to book again just yet, a refund credit gives you the flexibility to book your travel at a later date. If your original booking was part of a flight-inclusive package, your refund credit will carry the same ATOL protection. And, if your Marella or TUI River Cruises booking was cabin-only or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme. You can therefore be confident that you have financial security. You can use your refund credit as payment on any alternative or existing TUI or First Choice package holiday. We have holidays on sale up until 30 April 2023 and you must use your refund credit by 30 September 2022 - we'll refund it automatically if you don't use it by then. And you can always use our refund request form to apply any time before then.   

Watch our video on how to use your refund credit online