“These changes will make sure that we’re able to offer additional support to you going forward and will make managing your booking much easier for you.”
TUI have had to cancel a number of holidays and cruises as a result of the pandemic.
If your holiday falls into one of the below categories, it has been cancelled by TUI:
– TUI holidays travelling on or before June 30 2020
– TUI River Cruises sailings travelling up until and including November 25 2020
– TUI Lakes and Mountain holidays travelling up until and including September 30 2020.
The following cruises have also been axed:
Marella Cruises sailings on or before July 30 2020 and all sailings detailed below
– All sailings on Marella Celebration
– Sailings on Marella Discovery 2 from Naples, Asia and the Middle East up to April 30 2021
– Sailings on Marella Dream from Palma up to May 4 2021
– Marella Discovery sailings from Jamaica in December 2020 and January 2021
– Marella Explorer 2 sailings from Naples between May 5 2021 to October 20 2021.
TUI added: “All other holidays are continuing to operate as planned and will be continuously reviewed.”
Many holidaymakers have been left frustrated over refund delays – what are TUI’s rules on refunds?
The holiday company is offering refund credit which it is encouraging customers to accept.
If they cannot accept this they can apply for a refund.
TUI explained: “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 percent.
“You will receive a separate email four weeks from your original departure date with all the relevant information, if you were due to cruise from 1 July onwards you’ll receive it by the end of June.
“Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. If your Marella or TUI River Cruises booking was cabin-only or sailed from a UK port, your refund credit is protected under the ABTA bonding scheme. You can therefore be confident that you have financial security.
“If you’re unable to accept a refund credit and you have already received your refund credit code, please use our refund request form to apply for a cash refund.
“Please be aware that we are unable to process your refund request if you haven’t yet received your refund credit code.”
For those wanting to rebook their TUI trip before their receive their refund credit, TUI explains: If you booked your package holiday on our website, on the TUI App, or on the First Choice App, and your flights were scheduled to be with TUI Airways, you can easily amend your booking on the Manage my Booking page.
“The exceptions to this are if you added insurance, parking or an airport hotel to your booking, or your booking is a cruise that has been cancelled after 30 July 2020 – unfortunately you won’t be able to amend online.”