If you have a holiday booked for later in the year, you are probably wondering what’s going to happen due to the coronavirus lockdown putting a stop to all essential travel.
Will you still be able to take your holiday and if it is cancelled, are you able to get your money back?
Here, Tui answer all your questions:
How do I know if my travel plans have been cancelled?
If your holiday falls into one of the below categories, due to the Foreign and Commonwealth Office’s advice against all but essential travel, your holiday will no longer be able to go ahead as planned.
• TUI holidays travelling on or before May 14 2020
• Marella Cruises sailings on or before May 31 2020
• TUI River Cruises sailings travelling up until and including November 25 2020
All other holidays are continuing to operate as planned and will be continuously reviewed.
So, what does that mean to me?
If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%.
We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future.
Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. If you were due to travel before April 16 your refund credit will be automatically emailed to you by May 1 2020 and if you were due to travel after April 16 you’ll receive it four weeks of your departure date.
Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. You can therefore be confident that you have financial security.
You can read the refund credit and separate booking incentive terms and conditions here.
• If you’re unable to accept a refund credit you can apply for a refund; however, we’re only able to process a refund for you once you have received your refund credit.
You will need to contact our dedicated team using the details below, please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual.
And, please don’t call if you haven’t received your refund credit yet as our teams won’t be able to process your refund. You can call 0203 451 2868 between 9am and 7pm from Monday to Friday.
• If your original booking was for a TUI River Cruise and you were due to travel on or before May 31 2020 you’ll also receive a refund credit and a separate booking incentive up to 20%.
If your river cruise was due to depart between June and October 2020 we’ll be proactively contacting you with an update so please do bear with us.
• If you booked through a third party, you should contact them directly, as their conditions around changes and cancellations may differ.
I requested a refund before you offered a refund credit, will I still receive my refund?
Yes, if you’ve already requested a refund you’ll receive this back to your original payment method. We’re trying to process these as quickly as possible so please do bear with us.
I’m thinking of booking a holiday
We understand that you might feel apprehensive about booking a future holiday right now.
We fully appreciate the need to give you the freedom to be flexible with any booking you make during this time. So, we’ve developed the TUI Travel Promise.
Find out about our TUI Travel Promise