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 does not include any extras like travel insurance.
The refund credit is valid as soon as you receive it and is issued to you if your holiday will no longer be able to go ahead as planned due to the Foreign, Commonwealth and Development Office’s advice against travel, or due to other restrictions.
You can use your refund credit 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 TUI Airways flights, a TUI or First Choice hotel, or a Marella Cruises or TUI River Cruises cabin booking. Watch our video on how to use your refund credit online.
Please note that your credit is not transferable, and that you must be the lead passenger on any existing or alternative booking.
If your alternative arrangements cost more than the combined total of your refund credit and any booking incentive, you will need to pay the difference.
If your new arrangements cost less than your refund credit, you’ll receive a refund for any outstanding refund credit balance.
If you booked a holiday that included a flight, a "package" holiday, your refund credit, and any alternative package holiday booking 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 Cruises holiday which is "cabin-only" or departs from a UK port, your refund credit - and any alternative booking, which is "cabin only" or from a UK port - are protected under the ABTA bonding scheme.
Any standalone TUI Airways flight or TUI or First Choice hotel booking will not be protected under the ATOL scheme or the ABTA bonding scheme.
Your refund credit is valid until 30 September 2021, if protected by the ATOL 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. Refund credits can be used against any season on sale.
If you do not want to book another holiday with us, we can refund the value of your refund credit back to your original payment method. Please use our refund request form to apply for this. You'll need to have your refund credit code to hand.
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 may also give you a booking incentive, to apply to your new booking, as advised as part of the cancellation notice from us.
The booking incentive only applies to alternative bookings that are more expensive than your original booking.
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 standalone TUI Airways flight, or a TUI or First Choice hotel without a flight.
To claim your booking incentive, enter your refund credit code, in upper case in the promotional code box on our website when booking your new travel arrangements.
Your booking incentive must be used at the same time as your refund credit. It can be used with other promotions, but it can't be transfered 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.
Any further changes to your alternative holiday, once rebooked, will be subject to our standard terms and conditions and may incur amendment fees. If your alternative holiday is cheaper than the original, you will receive a cash refund for the difference.
You can choose to cancel your holiday within the time-frame shown in Manage My Booking and receive a cash refund of the amount you paid. Any booking incentive will not be refunded.
If we haven’t moved your booking to another hotel and you do not take action and amend or cancel your booking within the time-frame stated in Manage My Booking, the holiday will automatically be cancelled.
Please note, if you choose to change holiday, hotel or add/remove a passenger independently from a change instigated by us, your original incentive will not be retained and will drop off your booking. This is likely to result in the cost of your holiday increasing. This applies to any booking incentives. However, if you make any of these amendments (change holiday, hotel or add/remove a passenger) as part of a change instigated by us and you are eligible for a new incentive as per the above criteria, then this will be offered to you instead.
If you’ve been notified by us that you’re entitled to a “free change”, you will be able to change the date, duration, accommodation or destination for free, but you will not be entitled to a free subsequent cancellation, or to 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.
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