Refund Credit
The value of your refund credit is the sum you paid for your original holiday less any amendment or cancellation fees you have paid and not including any extras like travel insurance.
The refund credit is valid as soon as you receive it and is being issued to you as your package holiday will no longer be able to go ahead as planned due to the Foreign and Commonwealth Office’s advice against travel or other restrictions.
You can use your refund credit code to book an alternative holiday or to pay for an existing booking on any TUI, First Choice, Marella Cruises or TUI River Cruises package holiday. 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. Please note that this is not transferrable, and you must be the lead passenger on any existing or alternative booking.
If the alternative arrangements cost more than the combined total of your refund credit and any booking incentive, you will need to pay us the difference.
If your new arrangements cost less than your refund credit, 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.
If you booked a holiday that included a flight, your refund credit and any alternative booking for a package holiday you make are protected under the ATOL scheme in the same way as your original booking.If you booked a Marella Cruises or TUI River Cruise holiday which is cabin-only or sails from a UK port, your refund credit - and any alternative booking which is cabin only or sails from a UK port - are protected under the ABTA bonding scheme. So, your money is safe, however any booking incentive is not protected. Any TUI Airways flight only or TUI or First Choice accommodation booking will not be protected under the ATOL scheme or the ABTA bonding scheme.
If you do not want to book another holiday with us, we can refund you the value of your refund credit back to your original payment method. Please visit our website FAQs for more information.
Your refund credit is valid until 30 September 2021 if protected by the ATOL scheme and until 31 January 2021 if protected under the ABTA bonding scheme. If you have a cruise cabin-only booking that is protected by the ABTA bonding scheme your refund credit note is valid until 31 March 2021.
Please see www.tui.co.uk, www.firstchoice.co.uk or our brochures for full booking terms and conditions that apply.
Booking Incentive
When you make an alternative booking for a TUI, First Choice, Marella Cruises or TUI River Cruises package holiday using your refund credit, we will recognise that you are using that refund credit and will also give you a booking incentive. This booking incentive will be worth either up to 20 % of the value of your refund credit or up to 10% of the value of your original booking.
Package Holidays
20% Booking Incentive
The booking incentive of up to 20% will be applied to your alternative booking after the refund credit has been applied and only applies to alternative bookings that cost more than your refund credit. If your alternative booking costs less than the combined cost of your refund credit and booking incentive, your booking incentive will be capped at the cost of your alternative booking. This is applicable to bookings affected due to depart between the 1st November and 2nd December 2020 .
10% Booking Incentive
The booking incentive of up to 10% only applies to alternative bookings that are more expensive than your original booking. If your alternative booking costs more, but by less than the 10% booking incentive value, your booking incentive will be capped at the additional cost of your alternative booking. The booking incentive will be applied to your alternative booking after any refund credit has been applied. This is applicable to bookings affected due to depart between the 11th July 2020 and 31st October 2020 and 3rd December 2020 and 30th April 2021.
Cruise Holidays
10% Booking Incentive
The booking incentive of up to 10% only applies to alternative bookings that are more expensive than your original booking. If your alternative booking costs more, but by less than the 10% booking incentive value, your booking incentive will be capped at the additional cost of your alternative booking. The booking incentive will be applied to your alternative booking after any refund credit has been applied. This is applicable to bookings affected due to depart before the 31st October 2021.
You are not entitled to a booking incentive if you use your refund credit to pay towards the balance of an existing package holiday or if you book a TUI Airways flight-only, TUI or First Choice accommodation-only booking.
To claim your booking incentive, enter your unique refund credit code, found in your email communication, in upper case in the promotional code box on our website.
Your booking incentive can only be used at the same time as your refund credit and is not combinable with any other offer or promotional codes.
You can’t transfer your booking incentive to anyone else.
The booking incentive value is separate to the refund credit, and is not financially protected under the ATOL scheme, ABTA bonding scheme, or any other scheme.
Your refund credit and booking incentive cannot be used to book package holidays or other travel arrangements that are not operated by TUI, First Choice, Marella Cruises or TUI River Cruises.
Holiday Change
If your holiday has been subject to a significant change or has been cancelled due to Covid-19 then please see the Terms and Conditions below.
Amendments via Manage My Booking are available to customers who have a TUI or First Choice package holiday with TUI flights booked online or are one-week cruise customers with a TUI Airways flight. If you have another package type, including those booked in our Retail Stores, one of our team will be directly in touch to discuss your options.
In Manage My Booking, you can amend your holiday free of charge and are entitled to an incentive per booking. The booking incentive only applies to alternative bookings that are more expensive than your original booking. Please see below what incentive you are entitled to, depending on your original departure date.
Package Bookings
Winter 2020 bookings
If you have a booking cancelled or affected by a significant change due to depart between 5th November - 2nd December 2020 or a Lapland booking cancelled in December 2020 you can amend your holiday to a different departure date on holidays departing between 1st November 2020 and 31st October 2022 and receive up to a 40% incentive. This incentive will be 40% of your total original holiday cost that can go towards your new booking. If your alternative booking costs more, but by less than 40% of your original holiday cost, your booking incentive will be capped at the additional cost of your alternative booking. For example, if your old booking cost £1000 you’re eligible for up to £400, but if your new holiday is only £50 more expensive, your discount is capped at £50. You are also entitled to a free amendment or cancellation.
If you have a booking cancelled or affected by a significant change due to depart outside of these dates (1st - 4th November 2020 or 3rd December 2020 - 30th April 2021) you can amend your holiday to a different departure date on holidays departing between 2nd December and 30th April 2021 and receive up to a 10% incentive. This incentive will be up to 10% of your total original holiday cost that can go towards your new booking. You are also entitled to a free amendment or cancellation.
Summer 2021 bookings
Summer 2021 bookings If you have a booking cancelled or affected by a significant change due to depart between 1st May 2021 – 31st October 2021 you can amend your holiday to a different departure date within this date range and receive up to a 10% incentive. This incentive will be 10% of your total original holiday cost that can go towards your new booking. If your alternative booking costs more, but by less than 10% of your original holiday cost, your booking incentive will be capped at the additional cost of your alternative booking. For example, if your old booking cost £1000 you’re eligible for up to £100, but if your new holiday is only £50 more expensive, your discount is capped at £50. You are also entitled to a free amendment or cancellation. If you have a booking due to depart between 1st May 2021 – 31st October 2021 and amend to a new holiday departing before 1st May 2021 or after 31st October 2021 then no incentive will be received, but you are still entitled to a free amendment or free cancellation.
Any further changes to your alternative holiday, once rebooked, will be subject to our standard terms and conditions and may incur amendment fees. If the alternative holiday selected is cheaper than the original, then you will receive a cash refund for the difference.
If you have made this booking using a refund credit note and 20% incentive from a previously cancelled holiday, then you will retain your 20% incentive when you amend your booking again. You will also be entitled to the Holiday Change incentive if the holiday is more expensive, as explained above. If your new holiday is subsequently affected by a holiday change then you will retain this incentive, and still be entitled to a free amend or free cancellation again, and but not to a further incentive.
You can choose to actively cancel your holiday within the given time frame shown in Manage My Booking and receive a full cash refund of the amount you paid. Any booking incentive will not be refunded.
If we haven’t moved you to a new hotel and you do not take action and amend or cancel your booking within the given time frame outlined in Manage My Booking, then the holiday will automatically be cancelled.
Please see www.tui.co.uk, www.firstchoice.co.uk or our brochures for full booking terms and conditions that apply.
Minor Amendements
If your holiday has been subject to holiday changes due to Covid-19 then please see the Terms and Conditions below.
If your holiday has been subject to a free amendment then please see the Terms and Conditions below. Customers will be notified by e-mail if they are entitled to a free amendment based on circumstances surrounding their holiday. If this is the case, you will be able to change the date, duration, accommodation or destination for free but aren’t entitled to a free cancellation or an incentive. If your new holiday is cheaper than your original booking you will receive a refund. If the new booking is more expensive then you will be required to pay the difference. The free amendment must be made within a given timeframe which will be shown in Manage My Booking. Any previous Manage My Booking incentive or refund credit note incentive will be retained.
Please see www.tui.co.uk, www.firstchoice.co.uk or our brochures for full booking terms and conditions that apply.
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