• You’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive. 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 the future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive, too. 

Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. And, if your Marella Cruises 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 read the refund credit and separate booking incentive terms and conditions here .    

• If you’re unable to accept a refund credit 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 received your refund credit code.  

• If your original booking was for a TUI River Cruise and you were due to travel on or before 31 May 2020, you’ll also receive a refund credit and a separate booking incentive up to 20%. If your river cruise was due to depart between June and October 2020, we’ll be proactively contacting you with an update, so please do bear with us.  

• If you booked through a third party, you should contact them directly, as their conditions around changes and cancellations may differ.  

If you’ve already booked a Crystal Ski holiday, you’ll find all the information you need to know on their website. This page will open in a new window.  

 

1. If you find a holiday to a different destination that you’d like to book for summer 2020, or you’d like to keep your original package holiday and amend to a later season, you can easily amend using Manage my Booking. If you have any technical issues with this, please contact us on 0203 451 2688.

• If you amend, you’ll receive a booking incentive, so you can find a holiday that’s right for you without worrying about the extra cost.
• You have 15 days to amend your booking from when you receive your cancellation confirmation email. After this, your holiday will be automatically cancelled.

2. We understand that you might not be ready to book a different holiday. If this is the case, you can wait until 15 days after you receive your cancellation confirmation email, when your holiday will be automatically cancelled. You’ll then receive a refund credit for the full cost of your holiday, plus a booking incentive, which you can put towards any holiday that’s currently on sale up until 31 October 2021.


3. You also have the option to simply cancel your booking – we'll then automatically refund you the amount that you’ve paid for your holiday.

 

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.  

You can easily amend your booking on the Manage my Booking page . The exceptions to this are if you added insurance, parking or an airport hotel to your booking, or your booking is a cruise that has been cancelled after 30 July 2020 – unfortunately you won’t be able to amend online.  

You can read the full T&Cs here.  

 

I was promised a cash refund by the TUI ContactCentre	Original planned departure date	Update
I paid on the TUI website using a debit or credit card	Up to 16 April	We've completed all refunds except for lost or expired cards.
I was originally promised a refund credit but called the TUI Contact Centre to request cash	Original planned departure date	Update
I paid on the TUI website using a debit or credit card	After 16 April	Unless your card is lost or expired, we expect to process your refund within 5 days.  If the card you used is expired or has been lost, it will take a bit longer, but we expect to process it within 28 days. It’s taking us a little longer for customers who cancelled before the 1 May, these refunds should all be complete by 15 June.
I paid by direct debit	After 16 April	It’s taking us a little longer to refund direct debits as mandates are cancelled. We expect to process your refund within 28 days.
I paid by PayPal	After 16 April	We expect to process your refund within 21  days,  however we have a small handful of PayPal refunds that are taking longer.
Refunds of Extras and Ancillary products	Original planned departure date	Update
I booked a flight extra on the web, separately to my package holiday, which is not included in my refund credit	All travel dates	We expect to complete these refunds by 10 July.
I booked an extra in a TUI Store, which is not included within my refund credit	All travel dates	All extras will be refunded within 28 days.
I was given a voucher for my Florida attraction ticket and I called to exchange it for cash	All travel dates	It will take around 21 days for us to process your refund.

 

You can use your refund credit as payment on any alternative or existing TUI or First Choice package holiday – including a Marella Cruises or TUI River Cruises sailing. You can also use it for a TUI Airways flight-only, TUI or First Choice accommodation-only or a Marella Cruises or TUI River Cruises cabin-only booking. We have holidays on sale up until 31 October 2021.  

And, if you booked a package holiday, your refund credit will carry the same ATOL protection as your original holiday booking. And, if your Marella Cruises 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. If for any reason you don’t book an alternative holiday, we can change your refund credit to cash, 12 months from your original departure date. We’ll refund you using your original payment method.

 

You can use your refund credit on the TUI or First Choice website.    

If you’d like some guidance on this process, watch our videos on how to search for a TUI holiday online, and how to use your refund credit.    

Or, if you’d like to chat it through, you’ll be able to do so with one of our Travel Advisors by calling our contact centre – we’ve set up many of our Travel Advisors to work remotely until our stores and contact centres are back open. You’ll just need to call  0203 451 2688 . You can call between 9am and 7pm from Monday to Friday.  

You can also use it in one of our TUI Stores when they re-open. For details of your nearest shop see  https://www.tui.co.uk/shop-finder  

 

1. Choose the holiday you’d like to book
2. When you reach the passenger details page, you’ll need to enter your refund credit code into the refund credit box at the top of the page. Your refund credit code will be emailed to you.
   
   – Just so you know, if you’ve also received an incentive this will automatically be applied if you are making a new package holiday booking.  
    
3. Another box will then pop up where you need to add in your original booking email address and original holiday booking reference (to make things easier, we included all the details you need in the email with your refund credit code).  
4. Once your refund credit code has been accepted, you just need to fill in the passenger details information and click continue.
5. Your new booking is complete, and you’ll receive a confirmation email from us.  

If you’d like some guidance on this process, watch our videos on how to search for a TUI holiday online, and how to use your refund credit.

What happens if my new holiday costs less than my refund credit?  
If your new holiday costs the same amount or less than your refund credit, then you’ll be taken straight to the confirmation page and your booking will be complete. 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.  

What happens if my new holiday costs more than my refund credit?  
If your new holiday costs more than your refund credit, you’ll also be taken to the confirmation page, as we appreciate you may not be ready to cover the extra cost right now. You’ll need to pay any outstanding amount 12 weeks before your new departure date.    

However, if your new holiday is due to depart within 12 weeks from when you are making the booking, you’ll be taken to our payment page to pay the outstanding balance before you reach the confirmation page.  

 

If the holiday you’d like to amend to costs less than your previous booking, we’ll need to refund you the difference. Unfortunately, due to the way our systems are set up, we’re unable to process this online for you. So, to change your booking, please call us on 0203 451 2688 between 9am and 7pm from Monday to Friday.

If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.

 

If you’d like to apply your refund credit to an existing booking, you’ll need to give us a call on the number below so that one of our Travel Advisors can help you. We’re working hard to get our systems set up so you can do this in Manage my Booking soon, but in the meantime you’ll need to call us. Please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. You can call 0203 451 2688 between 9am and 7pm from Monday to Friday.

 

No, the booking incentive is not combinable with any other offers. Therefore, promotions such as the inflight rebooking voucher, Family & Friends discounts and sale codes can also not be used with the booking incentive. Customers who purchase an alternative holiday with a free child place can use the booking incentive at the same time.

 

If your other booking still has an outstanding balance you can use your refund credit to pay, however you won’t be able to use the booking incentive on an existing holiday. If you’d like to use both your refund credit and your booking incentive, you will need to book an alternative package holiday.

 

When your refund credit expires on 31 October 2021, you will automatically be issued a refund for any remaining balance you have on your refund credit. If we don’t have your payment details, or your card has expired, we’ll contact you to arrange your refund.

 

We understand how anxious you must be feeling and fully appreciate the need to offer you additional flexibility. Therefore, if you are due to travel up to and including 31 August 2020, we’ll be contacting you directly to talk about your options. We are prioritising bookings in departure date order, so please do bear with us. 

If you have an urgent query or are travelling later in the summer and wish to speak to us, please call 0203 451 2688 between 9am and 7pm from Monday to Friday.

 

I booked theme park tickets as part of my Florida holiday:  
If your theme park tickets were booked at the same time as you booked your TUI holiday to Florida, you will see these included under your booking reference number and the amount will be refunded to you as part of your refund credit.    

I booked excursions/theme park tickets directly on goTUI.com:  
You’ll be able to re-arrange the date of your excursions/theme park tickets once you’ve booked your new holiday. Alternatively, please visit  www.goTUI.com  to cancel your excursions and apply for a refund.    

I booked an excursion through my TUI Rep while on holiday and paid in cash. How will I get a refund?  
If you booked a TUI excursion while in your holiday destination and paid in cash, you can apply for a refund  here .  We’ll process your request and send you a confirmation email once this has been done. Refunds will be paid by cheque and we’re aiming to send these to your home address within 28 days of receiving your refund request form.  

I booked an excursion for my Marella Cruise online, how will I get a refund?  
If you booked your excursions online at  https://www.marellaexcursionspassenger.tui.co.uk , you’ll be automatically refunded via your original payment method. So do keep an eye on your card statement.  

 

• If you booked any holiday extras with us at the time that you made your booking or in Manage my Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund credit.   Any extras bought through the airline portal or on gotui.com will receive a refund back to your original payment method.    

• If you purchased AXA Insurance travel insurance through TUI you’ll be provided a refund onto the card you used to make the purchase.  

• If you booked any other holiday extras with us, we’ll proactively contact you.    

• If you booked any extras with us in one of our TUI Stores, we’ll be in touch with you to let you know how we will refund the value of these to you.  

• If you booked any holiday extras through third parties, you’ll need to contact them directly.