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Our TUI River Cruises Promise explained
As part of our TUI River Cruises Promise, we're offering...
TUI River Cruises satisfaction promise - love it or your money back
Love your river cruise or we’ll give you your money back.
We know you might be looking for some extra peace of mind right now, so we’ve created the TUI River Cruises Satisfaction Promise. If you sail with us and you’re not happy with the holiday you’ve had, you’ll get your money back. We’re confident that you’ll have a great cruise with us, and we’ll do our best to solve any issues while you’re still onboard – but if we can’t, that’s when our TUI River Cruises Satisfaction Promise comes in. This offer only applies to the cruise portion of your holiday – that's your transfers to and from the ship, your time onboard, and our shore experiences. It doesn’t apply to events beyond our control. T&Cs apply.
Package refund guarantee
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 booking to another sailing fee-free.
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.
Flexible payment options
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 or pay monthly with Direct Debit – for some holidays, you can even make the most of our £0 deposit option.
And, we’ve got deals on breaks in all shapes and sizes, including All Inclusive holidays – start your search on our deals homepage.
Trust in TUI
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 TUI ‘Most Trusted Travel Company’ and we’ve scooped thousands of ‘excellent’ reviews on Trustpilot. More on our reviews and awards
TUI will not travel a destination where FCDO advises against all but essential travel.
If the FCDO advises 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 advice changes while you’re on holiday, you can rest assured that we’ll never leave you stranded overseas. If the UK government asks holidaymakers to return to the UK 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.
TUI service secured
We’re really proud of our signature TUI 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 or TUI 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 in our destinations – or speak to us 24/7 via the TUI app, chat to our team while you’re onboard, or by giving us a call.
You’ll be supported 24/7 by our onboard team. Simply have a chat with our expertly trained staff, or your dedicated Cruise Director. Plus, you can access your onboard account and check opening times contact-free, around the clock on our Navigate app.
Everything we do will be in line with the very latest advice from the government and cruise industry experts. When you arrive at your destination, 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.
TUI Care Foundation
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.
