TUI Cancellation Policy

The TUI cancellation policy allows you to cancel your flight/holiday with or without penalty, depending on the reason for the cancellation. In some cases, you’re allowed to cancel your ticket and obtain a full refund, whereas in other cases, you will be charged a fee. 

What is TUI Flight Cancellation Policy?

The major highlights of TUI cancellation policy are as follows:

• You can cancel and fully refund a ticket to or from the United States if you purchase the ticket at least 7 days before the scheduled departure and cancel it within 24 hours.
• You are entitled to cancel your ticket and receive a full refund if:
  • TUI makes a significant change to your scheduled flight time, and 
  • The new flight time is not acceptable to you, and 
  • TUI is unable to book you on an alternative flight which is acceptable to you
• If TUI cancels your flight, fails to operate it reasonably per schedule, fails to stop at your destination, or ceases to operate a route, you have the following options:
  • Obtain a refund* of your ticket; or
  • Be flown on the next available flight at no additional cost to you and, if necessary, have the validity of your ticket extended; or
  • Be flown on another flight to your destination within a reasonable period of time either through TUI, another carrier or through a mutually agreed means and travel class at no additional cost to you. If the fare of the new route is cheaper, you will be refunded the fare difference; or 
  • Request a return flight at the earliest opportunity to your first point of departure

* The amount of refund will be equal to the fare paid by you if no portion of your ticket has been used, or equal to at least the difference between the fare paid and a portion of the fare utilized unless provided for otherwise by law.

• If you’re unable to travel due to medical reasons, you may be allowed to cancel your holiday without penalty if:
  • You have purchased travel insurance with TUI Insurance, and 
  • You were unaware of your medical condition at the time of booking your holiday

How to Cancel TUI Flight Booking?

The Manage My Booking feature allows for a variety of adjustments to your travel plans for bookings made online via tui.co.uk. This includes options to cancel your trip, modify your vacation details, update the names of travelers, alter contact information, and much more. 

However, for the types of vacations listed below, you must get in touch with TUI directly, either via phone or the official website, to make cancellations. These particular bookings are excluded from online cancellations within your account due to different cancellation policies associated with them:

• Only flight bookings

• Ski trips

• Lakes and mountain getaways

• Dual-destination vacations

• Group travel

• Overseas weddings

• Standalone hotel reservations

• Packages that include flights operated by a different carrier

Note. If your TUI holiday was booked through a travel agency other than TUI, contact the agency directly for assistance.

TUI Cancellation Fees

Cancelling your TUI vacation will incur a cancellation fee in most cases, other than those that qualify for a full refund (as described in the first section). The cancellation fee will depend on how far in advance you inform TUI of the cancellation. 

This can range from just the deposit for cancellations made 70 or more days ahead to the full amount for cancellations within the last two weeks before your trip.

Additionally, most changes to your booking (excluding enhancements like extra flights, room upgrades, or board basis improvements) may also be subject to a change fee, and in some cases, might be considered as a cancellation.

Points to Remember 

• The cancellation fees may be higher for specific types of travel arrangements, such as coach tours or non-refundable airfares. 
• Removing a traveler from your reservation could increase the total cost of your holiday. 
• The initial deposit is non-refundable, even if the cancellation fee is less than the deposit amount. 
• The cancellation fee will include additional charges for non-refundable services and/or transport options already selected.
• If you utilize a Low Deposit Offer for booking, the full amount of the deposit indicated on your confirmation invoice will become payable at the time of cancellation.
• Always inquire about the specific cancellation fees at the time of booking and reviewing your insurance policy to determine if it covers potential cancellation costs.

TUI Cancelled Flights Policy

According to the TUI cancelled flights policy, if your flight is cancelled and the alternative flight offered to you does not suit you, you are entitled to a full refund of your ticket. 

TUI Flight Cancellations Due to Medical Reasons

TUI flight cancellations are permitted on medical grounds if: 

• You have already purchased TUI Travel Insurance, and 
• You were not aware of the medical condition when you booked your ticket from TUI

If you booked your holiday with knowledge of a potential need to cancel, the insurance will not cover such cancellations, and you will be subject to the cancellation fees outlined in your holiday’s Terms and Conditions. If your travel insurance was not obtained through TUI, it’s important to reach out to your insurance provider for guidance.

To cancel your TUI vacation for tickets booked online through TUI.co.uk, use the Manage My Booking feature available to you online. If you have opted for TUI Travel Insurance and need to initiate a claim, contact AXA Insurance at 0330 024 8094. Customer service is available from:

• Monday to Friday from 8:00 am to 6:00 pm.
• Saturdays from 9:00 am to 12:00 pm.

TUI Flight Cancellations Process

You can cancel your TUI flight or holiday online via Manage My Booking if you booked your flight/holiday online via TUI.co.uk. 

However, to change or cancel the following types of holidays, you must contact TUI at these numbers directly:

• To cancel or change bookings made via TUI Travel Shop, contact the booking source directly.
• To cancel or change bookings made with TUI Contact Centre, call 0203 451 2688.
• To cancel or change cruise holidays, call 0203 451 2682.
• To cancel or change twin center holidays, call 0203 451 2688.
• To cancel or change Lakes & Mountains holidays, call 0871 971 0577 (chargeable).
• To cancel or change Ski & Snowboarding holidays, call 0871 971 0578 (chargeable).
• To cancel or change bookings made with third-party agents, contact the agent directly.

Note. Cancellation/change fees will apply in all cases.

TUI Flight Cancellation Compensation 

EU Regulation 261/2004 establishes passenger rights for compensation as well as assistance in the event of denied boarding, flight cancellations, or long delays of flights. The claims for compensation under this regulation are as follows:

1. Denied Boarding. Passengers involuntarily denied boarding on an overbooked flight are entitled to compensation, unless there are reasonable grounds for denial, such as health, safety, or security reasons, or inadequate travel documentation.
2. Flight Cancellations. Passengers are entitled to compensation if their flight is cancelled less than 14 days before the scheduled departure date, unless the cancellation is due to extraordinary circumstances that could not have been avoided by any reasonable measures, or if the passenger is informed of the cancellation far in advance.
3. Long Delays. For flights delayed by more than three hours upon arrival, passengers are entitled to compensation similar to cancellations, unless the delay is caused by extraordinary circumstances.
4. Amount of Compensation. The compensation amount varies based on the flight distance and is:
   • €250 for flights of 1,500 km or less.
   • €400 for intra-EU flights exceeding 1,500 km, and for other flights between 1,500 and 3,500 km.
   • €600 for all other flights not falling into the above categories.
5. Right to Care. Regardless of the cause of the delay or cancellation, passengers are entitled to “right to care” provisions, which include meals and refreshments in proportion to the waiting time, two free telephone calls, emails, or faxes, and, when necessary, accommodation and transportation to and from the accommodation.
6. Upgrades and Downgrades. If a passenger is upgraded, the airline cannot charge any additional payment. If downgraded, the passenger is entitled to a refund of 30% to 75% of the price of the ticket, depending on the flight distance.

It’s important to note that these rights apply to passengers departing from an airport in the EU or arriving in the EU with an EU carrier or one from Norway, Iceland, or Switzerland. The regulation also specifies that compensation is due unless the disruption is caused by extraordinary circumstances that could not have been foreseen or avoided

TUI Compensation Claims Process

Please follow the guidelines below to facilitate a smooth claims process under EU Regulation 261/2004 or its equivalent in national law.

• Direct Submission. Claims must be filed directly with TUI. It requires up to 14 days, or the legally mandated period if shorter, to respond before you engage a third party for representation. Use the designated web form at tui.com to submit claims.
• Third-Party Submission Conditions. TUI will only entertain third-party claims if you’ve first attempted to claim directly and allowed TUI the chance to reply. Exceptions are made if the claimants are unable to represent themselves, in which case a legal guardian with proven authority can file the claim.
• Lead Passenger Representation. The primary passenger of a booking can file claims on behalf of fellow travelers, provided there’s evidence of their consent.
• Restrictions on Third-Party Claims. TUI disallows claims through third parties unless there’s clear documentation that they are authorized to act on your behalf.
• Pre-Claim Consultation. Seeking advice from legal or other professional advisers before submitting your claim is permissible.
• Compensation Delivery. Approved payments will be dispatched via cheque to the claimant, typically within 14 days following TUI’s decision notification.

Booking Tips with TUI

Use the tips below to help minimize the impact of cancellation fees and enhance your future experiences with TUI.

• Use a Credit Card Offering Travel Insurance. Booking your TUI vacation with a credit card that includes travel insurance can provide additional security for unforeseen circumstances or cancellations.
• Get Travel Insurance and Flight Cancellation Coverage. During the booking process with TUI, adding travel insurance can safeguard against various unforeseen issues like medical emergencies and trip disruptions. Also, consider flight cancellation protection for added flexibility.
• Review the Terms and Conditions. Understanding the terms and conditions, especially regarding cancellations and refunds, is essential to avoid unexpected issues later.
• Consider TUI Flex for More Flexibility. TUI’s Flex feature allows for changes to your booking with minimal fees, offering more flexibility. Check if this option suits your travel package for added convenience.

About TUI Flex Tickets

TUI Flex allows you to modify your trip details without any fees up to 28 days before departure. This includes changes to the travel date, destination, or hotel.

• Name Changes. You can modify passenger names on the booking without incurring fees, applicable to each passenger once, including the lead passenger, until 28 days before departure.
• Refund Option. You can cancel your holiday and receive a refund, excluding the cost of TUI Flex, up until 28 days before the departure date. This covers cancellations for any or all passengers, subject to potential room occupancy fee adjustments.

Conditions for Adding TUI Flex

• Timeline. TUI Flex can be added during the initial booking process and is available for holidays scheduled between 1^st November 2022 and 30^th April 2025.
• Flight Requirements. Your trip must include flights with TUI Airways.
• Advance Booking. The departure date should be at least 90 days in the future.

How to Make Changes with TUI Flex?

To make changes under TUI Flex, contact TUI directly at 0203 451 2688. For holidays booked through another agency, coordinate with them directly for adjustments.

Frequently Asked Questions about TUI Cancellation Policy

Navigating the ins and outs of travel plans can be tricky, especially when unforeseen circumstances arise that necessitate a change in plan. This is where understanding the TUI cancellation policy becomes crucial. This section on FAQs about tui flight cancellation policy aims to provide clear, comprehensive answers to help you make informed decisions regarding your bookings, ensuring a smooth and stress-free experience in managing your travel arrangements.