FAQs

Still got some questions? Here's a quick guide to everything you need to know about your Flights.

What is Advanced Passenger Information (API)?

You need to provide Advance Passenger Information (API) before you go on holiday. It's als…

You need to provide Advance Passenger Information (API) before you go on holiday. It's also called APIS, Secure Flight or e-Borders. In a nutshell, this is information from your passport that's required by the government of the country you're travelling to. TUI also needs this information for Aviation Security purposes.

To provide us with your API, add it to your customer account here.

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When can I check in online?

If you're flying with TUI, online check-in opens 14 days before your flight takes off. You…

If you're flying with TUI, online check-in opens 14 days before your flight takes off. You'll need to check in for your outbound and return flights separately. To see if online check-in is ready for your flights yet, visit our Flight Extras website and enter your booking reference, the surname of the lead passenger and your departure date. You'll then be able to click the Check-in button if it's available.

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What things can't I take in my hand luggage?

Please read through the information on our List of allowed items page. Here you'll find a …

Please read through the information on our List of allowed items page. Here you'll find a list of items that can be carried in your hand luggage and hold luggage.
For a list of restricted items, please read through our luggage guidelines page.

View our List of allowed items. For information on our luggage guidelines you can find out more here.

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When can I drop off my luggage for my flight?

UK Airports
At UK airports, Bag Drop desks open 2 to 3 hours before…

UK Airports
At UK airports, Bag Drop desks open 2 to 3 hours before your departure time. If you're taking a long haul flight, we recommend you drop off your bags 3 hours before your flight leaves. Only one person from your party is required to drop off the bags, provided all passengers are travelling on the same booking reference. Just one of you needs to bring all printed boarding passes, passports and luggage to the Bag Drop desk, and then you can all go straight to the departure gates together with your tickets and boarding passes.

Resort Airports
Check-in desks at resort airports usually open 2 hours before departure.

Bag drop desk closing times
At both UK airports and resort airports, desks usually close 45 minutes before departure, so make sure you've checked in at least an hour before you're due to fly.

Checking in with other airlines
Recommended check-in times vary depending on which airline you're travelling with, so make sure you check your tickets for details on when you need to check-in and arrive at the boarding gate.

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What food and drink is available on my flight?

Short haul flights
If you're going on one of our shorter flights, y…

Short haul flights
If you're going on one of our shorter flights, you'll be able to choose from our Café range - available to buy onboard. There are lots of hot and cold savoury snacks and treats to choose from, as well as a full bar service and lots of other goodies.

Take a look at the Café menu

Long haul flights
Going on a flight that’s more than 7 hours? You’ll get a main meal and a light refreshment offered before landing, both included in the price. You can select what type of meal you need when you’re booking your holiday. We don’t provide in-flight meals for under-twos, but you can bring your own liquid baby foods or baby milk on board, plus there are themed kids’ snack boxes on the menu.

Lapland flights
If you're travelling to Lapland, you'll get a light meal and tea or coffee included in the price.

PASSENGERS WITH NUT ALLERGIES

What you need to do
If you've got a severe nut allergy, you'll need to contact us on 0203 4512748 at least 4 days before you fly. Calls cost 5p per minute plus network extras. You'll also need to let the cabin crew know when you board the plane.

How we can help
If we're aware of your allergy, the cabin crew will make an announcement on the flight asking passengers not to eat any nut products. What's more, we won't sell any nut products from the inflight bar service. However, we can't guarantee a nut-free environment.

Flights with other airlines
Most airlines offer a cafe-style trolley service onboard with a range of snacks and drinks.

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Can I take a pushchair on my flight?

Yes. You can bring a pushchair or pram on your flight at no extra cost. What’s more, you c…

Yes. You can bring a pushchair or pram on your flight at no extra cost. What’s more, you can take it right up to the plane door, and when you get to your destination, it’ll be waiting for you in Luggage Reclaim.

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Can I use electronic devices during the flight?

You can use things like MP3 players, e-books, smartphones, and other handheld personal ele…

You can use things like MP3 players, e-books, smartphones, and other handheld personal electronic devices at any time during your flight, unless you're told otherwise by the crew - as long as they're switched to 'Flight Safe Mode' or 'Airplane Mode'. That said, please make sure you listen carefully to the safety briefing by the cabin crew.

If you're carrying larger devices like laptops and larger tablets, you'll be able to use them during the flight, but they'll need to be switched off for take-off and landing and stowed away. You'll need to take these items out of your hand luggage before you get to the security search point. This is because they'll need extra screening.

If any of your electronic devices can't be switched to 'Flight Safe' or 'Airplane Mode', they'll need to be switched off completely throughout the flight.

Electronic cigarettes
You're not allowed to use electronic cigarettes on the plane at all, although they can be carried in hand luggage.

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What happens if my flight is delayed or cancelled?

At TUI, we always do our very best to make sure your flight is on time, and we're regularl…

At TUI, we always do our very best to make sure your flight is on time, and we're regularly one of the top performing airlines in the UK. That said, sometimes things do go wrong, and in these cases, we'll try to make sure any disruption to your journey is kept to a minimum.

To see if your flight is delayed please check the most up-to-date information on our Flight Departures page. Please check in normal unless you've been notified otherwise.

If you're denied boarding, or your flight is cancelled or delayed for at least 2 hours, please speak to staff at the check-in desk or boarding gate to see information that states what your rights are when it comes to things like compensation or assistance.

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How do I book assistance at the airport?

If you’ll need assistance when you get to the airport, call our Customer Welfare team at least 48 hours before you travel. Assistance can’t be guaranteed if you don’t let us know before this time.

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How much luggage can I take?

When flying with TUI each passenger can check in up to 3 bags weighing between 15kg and 20…

When flying with TUI each passenger can check in up to 3 bags weighing between 15kg and 20kg and 1 piece of hand luggage, depending on which holiday you book. Under twos get a 10kg allowance – that’s if you’ve booked a hotel and flight package and not just a flight. You’ll also be able to take a pushchair or a car seat with you.

If you are flying with one of our third party airlines, you’ll find details of your luggage allowance on your e-ticket.

Find out how much luggage you can travel with here, and how to increase your allowance here.

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Can I take sports equipment on my flight?

If you're taking sports equipment with you, it can be booked from 90 days before your retu…

If you're taking sports equipment with you, it can be booked from 90 days before your return flight. This includes things like golf clubs, surfboards, bicyles, skis, and fishing rods. We recommend you call us at least 2 months before you travel on 0203 4512695 to book it onto your flight, as there's limited space available. That said, you can add sports equipment up to 6 hours before your outbound flight and 25 hours before your return flight, if there's room.

Your sports equipment will need to be booked as hold luggage.

If you don't book in advance, we might not be able to carry your sports equipment, as there may not be space available on the plane.

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Can I take my own food for the flight?

Yes. However, we can't provide heating facilities on board - although for infants, we are …

Yes. However, we can't provide heating facilities on board - although for infants, we are able to warm bottles of milk in hot water. Therefore, we would advise low-risk food such as pre-made sandwiches and snacks that can be eaten cold.

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Can I take baby food and bottles on my flight?

Yes, you can carry liquid baby foods or baby milk that's either pre-packaged or made up at…

Yes, you can carry liquid baby foods or baby milk that's either pre-packaged or made up at home. You can also carry foods for special dietary requirements as long as it's essential for the flight or holiday.

Please give any food or baby milk to staff when you go through airport security, as it'll be screened separately.

Just so you know, under-twos don’t get an in-flight meal on short or long-haul flights.

Powder formula
There are no restrictions on taking powder formula, you can carry your baby milk powder to be mixed up during your holiday as part of your luggage allowance. This may also be tested at airport security.

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What happens if I cannot travel due to medical reasons?

If you have a medical condition, a serious illness, or undergone recent surgery, you’ll ne…

If you have a medical condition, a serious illness, or undergone recent surgery, you’ll need to be cleared for travel by the airline. You may also require a ‘Fitness to Fly’ certificate from your GP. We’ll need at least four working days’ notice ahead of the flight to permit a cancellation. If you do need to rebook your flight, call 0203 451 2725. Please note that we’ll require a medical certificate from your GP as proof of illness or medical condition.

Any questions? Contact our Customer Welfare Team on 0203 451 2585, and speak to your doctor with any health concerns. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

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