UPDATE FOLLOWING LATEST GOVERNMENT ANNOUNCEMENT
19 November 2020
In response to the UK government’s recent announcement regarding additional restrictions in England and Wales, we can confirm that we have made changes to our holiday programme. Unfortunately, we will not be operating TUI flights or holidays departing from England and Wales between Thursday 5 November and Wednesday 2 December, inclusive. If you are due to travel during this time, we’ll be contacting you shortly, in departure date order, to discuss your options. These options include amending to another holiday at a later date with a booking incentive, requesting an ATOL-protected refund credit note with a booking incentive, or receiving a full cash refund.
We're continuing to monitor the government’s advice, and will be reviewing our holiday programme in line with this. We apologise for any inconvenience caused.
We’d like to extend a personal thank you for your patience and understanding as our customer service and social media teams work around the clock during such an unprecedented time.
Please continue reading for more information.
NEED MORE INFORMATION?
HOW DO I KNOW IF MY HOLIDAY IS IMPACTED?
Just so you know, the information on this page is updated during office hours, Monday to Friday. You'll always find the latest information on our 24/7 Travel Alert page.
Due to current restrictions on travel, we’re sorry to say the following holidays will not be operating:
- All package holidays, including those with third party flights, departing from England and Wales between Thursday 5 November and Wednesday 2 December 2020.
- All winter 2020/21 Lapland holidays.
- All holidays to the following destinations departing on or before 4 December 2020: Iceland, Spain (Malaga & Alicante) and Malta.
- All holidays to the following destinations departing on or before 7 December 2020: Barbados, Phuket, Egypt, Morocco, Mexico (Cancun & Puerto Vallarta), Costa Rica, Gambia, Jamaica, Dominican Republic, Cape Verde.
- All holidays to Goa departing on or before 11 December 2020.
- Marella Cruises departing on or before Friday 1 January 2021.
- TUI River Cruises departing before March 2021.
If your holiday has been cancelled, we’ll be contacting you shortly, in departure date order, to discuss your options. These options include amending to another holiday at a later date with a booking incentive, requesting an ATOL-protected refund credit note with a booking incentive, or a full cash refund. Thank you for your patience.
WHY IS MY HOLIDAY TO LAPLAND NOT OPERATING?
Visiting Santa is a once-in-a-lifetime experience, and we’ve been working extremely hard in recent months to try to ensure that we can keep the magic alive and guarantee families a safe and enjoyable holiday. However, we’ve decided – given the restrictions imposed by COVID-19 – that we wouldn’t be able to deliver on this promise this winter. And, we wanted to remove uncertainty for families. The health, safety and enjoyment of our customers and colleagues continues to be our top priority.
If you’re impacted, we’ll be contacting you to discuss your options, which include the opportunity to amend to next year, receive a refund credit note with a generous incentive, or request a full refund.
We’re sorry for any inconvenience and disappointment caused, and want to thank you for your understanding. The magic of TUI’s Lapland holidays will be back in winter 2021.
I’M DUE TO GO ON A WINTER CRUISE AFTER 1 JANUARY 2021, IS THERE ANY ADDITIONAL FLEXIBILITY FOR ME?
We appreciate that there is ongoing uncertainty surrounding travel at the moment. We're monitoring the situation closely and hope that your cruise will be able to go ahead as planned. However, we’re offering increased flexibility to help you plan ahead and give you extra peace of mind. If you have a cruise booking due to depart before 31 March 2021, you can now amend your booking for free to any TUI holiday currently on sale, as long as you do this at least 21 days before you're due to depart. Please call us on 0203 451 2688 to arrange this.
CAN I STILL TRAVEL IF THERE ARE LOCAL RESTRICTIONS?
We currently have a flexible amends policy in place to cover this. If you are self-isolating, or your area is in a local tier 3 lockdown, and you're due to depart in the next 14 days, you can choose a different holiday without paying any amendment fees. Or, if your holiday is due to depart within the dates that your area is in lockdown, you can also amend for free. If the new holiday is cheaper, you’ll be refunded the difference. And if it’s more expensive, you’ll need to pay the new balance.
SHOULD I PAY MY BALANCE?
We appreciate that you may be feeling apprehensive about paying your balance. We’d like to reassure you that, should your booking become impacted by any changes in cancellation dates, you will be offered a range of flexible options. These options will include a refund credit and incentive, or the opportunity to receive a cash refund.
Unfortunately, if you don’t continue with payments your holiday will be cancelled. If you booked in a TUI Store you can call 0203 451 2688 between 8am and 8pm from Monday to Friday, 8am and 6pm on Saturday and 10am and 5pm on Sunday – our Travel Advisors will be able to help you.
To give you peace of mind, we’d like to reassure you that all of our package holidays are ATOL protected – and all of our Marella Cruises or TUI River Cruises bookings which are cabin-only or sail from a UK port are protected under the ABTA bonding scheme – so you can pay your balance with confidence. And, should your holiday be cancelled at a later date, you’ll have the option to receive a refund credit or cash refund.
I FEEL UNSURE ABOUT TRAVELLING ON THE DATE OF MY BOOKING, WHAT ARE MY OPTIONS?
We know how important flexibility is at the moment, so we’ve introduced a free amends policy on new and existing package holidays, accommodation-only and flight-only bookings. The policy is valid on bookings made before 31 December 2020 and departing between now and 30 April 2021. You can amend fee-free up until 21 days before departure. For more information on this policy, take a look here.
I BOOKED IN A TUI STORE AND I NEED TO PAY MY BALANCE
To speak to the team, please call 0203 451 2688. If you booked in a TUI Store, you can call between 8am and 8pm from Monday to Friday, 8am and 6pm on Saturday and 10am and 5pm on Sunday. Please 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.
I HAVE HEARD THAT MY HOTEL WON'T BE OPEN FOR MY HOLIDAY DATES, WILL MY HOLIDAY BE CANCELLED?
We’d like to reassure you that we’re working through any hotel closures in order of departure date and ask that you bear with us for now. We will be in contact with you to discuss your options as soon as we can. At the moment, we are prioritising customers whose holidays have been immediately impacted. Thank you for your patience.
WHAT IS A REFUND CREDIT?
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 future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive.
Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. 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.
I WOULD LIKE A REFUND
If you no longer wish to have a refund credit note, please use our refund request form to apply for a cash refund.
HOW CAN I SPEAK TO A MEMBER OF THE TEAM?
To speak to the team, please call 0203 451 2688. If you booked in a TUI Store, you can call between 8am and 8pm from Monday to Friday, 8am and 6pm on Saturday and 10am 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 use the number above to contact us, rather than any other that you might see online. Although we do operate some other numbers, 0203 451 2688 is our main phone line – using this number will ensure that you get through to the correct team. We’re also aware that some scammers are falsely advertising phone numbers as belonging to us, and potentially charging callers, so please be vigilant and only call 0203 451 2688.
A NOTE ON YOUR SECURITY
We’re aware that criminals are pretending to be TUI or TUI colleagues to try and defraud our customers using social media, email or telephone calls. To protect yourself against fraud never give away information about your booking on an email or telephone call.
The email address Covidemail@example.com is not affiliated, used by or monitored by us and is likely to be used by fraudsters who are attempting to gain further information in order to commit acts of fraud.
Further to this we are also aware of potential fraudulent activity involving email addresses ending with firstchoiceukltd.com & tuicareteam.com.
If you believe that you may be a victim of fraud, then please visit https://www.actionfraud.police.uk for further advice and ways to report fraud to the relevant authorities.
When our team contact you, they’ll identify themselves with specific knowledge about your booking that only they and you could know. If you are in doubt just call our contact centre on 0203 451 2688. Thank you for your caution.
Read our refund credit and booking incentive terms and conditions
See the latest government travel advice