Our Marella Cruises Promise explained

• If you’ve booked a package holiday, you’re entitled to your money back within a guaranteed 14 days if we have to cancel it. You’ll also have other options, including the opportunity to change your package booking to another sailing fee-free.

Manage My Booking log-in for TUI UK customers.

Manage My Booking log-in for TUI Ireland customers.

Plus, all our package holidays that include both flights and accommodation come with the extra armour of ABTA and ATOL protection, so you can rest assured that you’re financially protected, whatever happens.

More about ABTA.

More about ATOL.

• We’re committed to helping you manage your holiday payments in a way that suits you.

• You can secure your booking with a low deposit, plus, we’ve got deals on sailings in all shapes and sizes, including All Inclusive itineraries – start your search on our deals homepage.

• We’re really proud of our signature Marella Cruises service, and have thousands of Travel Experts on hand to help you at every stage of your journey.

• Before you go, whether you need support filling in your travel paperwork, downloading the NHS app, or just want some friendly advice, tips or holiday inspiration, we’re here. Just pop in to one of our TUI Stores before you go, use our live chat, or give us a call.

​​​​​• While you’re away, you can chat to our team – we’ve got lots of TUI reps in UK airports and onboard.

• You’ll be supported 24/7 by our expert onboard team – our service has had the Good Housekeeping Reader Recommended stamp of approval since 2019. Plus, you can book appointments, restaurants and excursions contact-free, around the clock on our Navigate app.

• There’s nothing more important to us than making sure you have an amazing holiday, which is why you can trust us to take you away and bring you home. But don’t just take our word for it – readers of the UK’s most-read newspaper have voted us ‘Most Trusted Travel Company’ and we’ve scooped thousands of ‘excellent’ reviews on Trustpilot.

• We aim to take over six million of you on holiday every year. There’s loads going on behind the scenes to make sure your journey’s as smooth as can be – for example, we’ve got more standby aircraft available than ever before and we’ve recruited more colleagues.

More on our reviews and awards.

•TUI will not travel a destination where the FCDO or DFA advises against all but essential travel

• If the FCDO or DFA advise against all but essential travel and we cancel your holiday, you’ll be able to rebook to an alternative destination, or cancel your holiday and receive a full refund within 14 days.

• If FCDO or DFA advice changes while you’re on holiday, you can rest assured that we’ll never leave you stranded overseas. If the government asks holidaymakers to return home immediately, we’ll arrange alternative flights home and refund any lost nights on a pro rata basis.

• Before you go, we’ll let you know if there are any restrictions in your destination that we believe could significantly impact your enjoyment, and, we’ll give you the chance to change your booking fee-free.

• We have comprehensive isolation protocols in place, as well as a response plan with the local authorities. This is designed to protect the health and wellbeing of our customers and crew in the unlikely event of cases of COVID-19 onboard. All our protocols were independently verified by Lloyds Register, our classification society, before sailing. Initially, any guest with COVID-19 symptoms or a positive antigen test will be asked to take a PCR test and remain in isolation onboard. If their PCR test is positive, they’ll move to isolation in destination if required by the local authorities or continue to isolate onboard. While the destination and travel insurance take over the management of isolation ashore, we’ll remain in regular contact throughout the isolation period.

• When you arrive at your destination, absolutely everything will have been fully checked to ensure your safety and wellbeing – from your transfer to your ship to our excursions.

• We’ve also got a detailed plan in place to make sure our ships meet the highest standards of hygiene and our fully trained staff are ready to welcome you.

• With your help, the TUI Care Foundation – an independent organisation initiated and supported by TUI – is working hard to ensure tourism continues to make a difference in the lives of young people, care for the natural world and help local communities thrive around the globe. Currently, the TUI Care Foundation runs 25 projects in 20 countries, including the Dominican Republic and Morocco.

• We have you – our loyal customers – to thank for making the TUI Care Foundation and the work it completes possible. Every time you book a holiday with us, you have the option to donate to the TUI Care Foundation, and it’s these donations that help to make a difference around the world.

• The TUI Care Foundation has also worked tirelessly since 2020 to support over 560 travel and tourism entrepreneurs during the pandemic with a COVID Relief Fund. This programme offers these small-scale entrepreneurs the funds and professional support they need to help recover after the COVID-19 pandemic. So far, this work has helped businesses in countries like Egypt, Kenya, Mexico and more.

More on the TUI Care Foundation.

Our People, Planet, Progress initiative.