A MESSAGE FROM US
As a result of the latest national lockdown measures announced on 4 January 2021, we’re not able to operate holidays for the moment. Please rest assured, if you were booked to travel with us between now and mid-February, we’ll be contacting you soon to discuss our options. This will be done in departure date order.
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 the impact of COVID-19 on travel, we’re sorry to say the following holidays will not be operating:
All holidays due to depart from Cardiff, Aberdeen, Edinburgh and Glasgow on or before 31 January 2021.
All holidays due to depart from England on or before 12 February 2021.
Marella Cruises sailings in Europe due to depart on or before 31 March 2021.
Marella Cruises sailings from Jamaica and Barbados due to depart on or before 30 April 2021.
TUI River Cruises sailings due to depart before March 2021.
WHO CAN I SPEAK TO ABOUT MY TUI TOURS BOOKING?
Please give our dedicated TUI Tours team a call on 0203 451 2940.
I’M DUE TO GO ON A CRUISE THIS WINTER, 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. We’re offering free changes on all new and existing Marella Cruises sailings travelling before 30 April 2021. If you have a new cruise booking made between 1 October 2020 and 28 February 2021, travelling between 1 May 2021 and 31 October 2021, you can also change 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.
You can use Manage my Booking to change your holiday if you booked your holiday on our website, on the TUI App, or on the First Choice App, and your flights were scheduled to be with TUI Airways.
If you booked in a TUI Store, or you added insurance, parking, or an airport hotel to your booking, or your holiday includes a non-TUI Airways flight, please call 0203 451 2688 between 9am and 5.30pm from Monday to Friday to speak to a Travel Expert, who will help you to change your holiday.
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 Experts 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 changes policy. You can make a change fee-free up until 21 days before departure if you have a booking which falls into one of the following categories:
• Bookings made before 28 February 2021, due to depart before 30 April 2021
• Bookings made between 22 December 2020 and 28 February 2021, due to depart before 31 October 2021
• These policies apply to TUI package holiday, accommodation-only and flight-only bookings.
• If your booking includes a non-TUI Airways flight, you’ll need to amend your holiday to one which includes a flight with the same carrier as your original booking.
• Our standard booking terms & conditions apply for amendments made within 21 days of departure.
For more information on these policies, 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 closely with all our hotel and resort partners to gather further information about what’s on offer at the time of your holiday. We’re working through any impacted holidays in order of departure date and ask that you please bear with us for now. We’ll be in contact with you to discuss your options as soon as we can. 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. If you'd prefer, you can request a full cash refund at any time.
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