CANCELLED HOLIDAY FAQS

WHAT ARE MY OPTIONS?

We will be proactively contacting you to discuss a range of flexible options, including:

• You can amend to another holiday currently on sale using Manage My Booking and if the new booking is more expensive than your original booking, we’ll give you an incentive worth up to £500 to put towards your new holiday. You have seven days to do this from when you receive your confirmation email. After this, your holiday will be automatically cancelled.

• If you’re not ready to book a different holiday, you can wait until your holiday is automatically cancelled by us and you’ll receive a refund credit for the amount you’ve already paid, plus a booking incentive of up to 10%, which you can put towards any holiday currently on sale up until 31 October 2021.

• Simply cancel your booking and we'll then automatically refund you the amount that you've paid for your original booking.

You can read the refund credit and separate booking incentive terms and conditions here.

If you have any technical issues with the above, please contact us on 0203 451 2688.
• If you’re unable to accept a refund credit and you have 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 you booked through a third party, you should contact them directly, as their conditions around changes and cancellations may differ.

If you’ve 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.

 

WHAT ARE MY OPTIONS? 

 

• If you’d like to amend your holiday to a different time or destination, you can easily do so. One of our Travel Advisors will be calling you within seven days after you’ve received your cancellation confirmation email to help you amend your booking. Please keep an eye out for a phone call from an unknown number. 

– 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.   

• If you’re not ready to book a different holiday, you can wait until 15 days after you receive your cancellation confirmation email, when your holiday will be automatically cancelled.  

– You’ll 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.  

• Simply cancel your booking and we'll then automatically refund you the amount that you’ve paid for your holiday. 

 

No, you can easily amend your booking on the Manage my Booking page straight away. 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.   

 

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. You’ll just need to call 0203 451 2688. If you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday. 

You can also use your refund credit in one of our TUI Stores. To find out which of our stores are currently open, visit this page.  

 

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 more 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. If you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.   

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 at the moment you’ll need to call us.  

Please be aware that our call centre teams are incredibly busy, so waiting times are considerably longer than usual. Please call 0203 451 2868 – f you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday. 

 

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 cannot 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 a new package holiday. 

 

When your refund credit expires, 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. If your wedding booking is impacted, 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, please call 0203 451 2688 between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. 

 

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 14 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.  

 

We have a dedicated team of Travel Advisors set up and ready to help you with your booking. They’ll be able to answer any questions you may have, amend your booking for you, process your refund, take any payments for your holiday and support you in using your refund credit. Just to remind you, if you’ve been sent a refund credit you can also use it on the TUI or First Choice website. 

To speak to the team, please call 0203 451 2688. If you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday. Please do bear in mind that our call lines are experiencing exceptionally high volumes of calls so it may take longer than usual to get through to us. 

If you’re looking for some more guidance on how to use your refund credit online, watch our videos on how to search for a TUI holiday online, and how to use your refund credit.