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 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.

TUI Cancellation Fees Structure
Days Before DepartureCancellation Fee
More than 70 daysForfeiture of the entire deposit
69 to 63 days30% of the total cost of the booking
62 to 49 days50% of the total cost of the booking
48 to 29 days70% of the total cost of the booking
28 to 15 days90% of the total cost of the booking
14 to 0 days100% of the total cost of the booking

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

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, 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 

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 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 1st November 2022 and 30th 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.

Are TUI flight cancellations free?

TUI flight cancellations are free only if: 
• You cancel a ticket to/from the U.S. within the 24-hour penalty-free period, provided you purchased the ticket at least 7 days before the scheduled departure time, or
• TUI significantly changes the scheduled time of your flight and the alternative flight does not suit you and it is unable to book you on a convenient flight, or 
• TUI cancels your flight, does not operate it reasonably within schedule, does not stop at your destination, fails to operate on your route, or
• You’ve purchased travel insurance and are unable to travel due to medical reasons you were unaware of
• You purchase the TUI Flex add-on and cancel per the required conditions (although the cost of the TUI Flex will not be refunded)

In all other cases, you will be charged a cancellation fee.

How long do refunds take?

If your ticket qualifies for a refund after you’ve submitted all the required documentation, tickets purchased with cash typically take 20 days and tickets purchased by credit card take 7 business days to refund. The cancellation fee will apply, of course. 

You must also ensure that you cancel your reservation before your flight’s scheduled departure time and provide the following information in your correspondence/communications: the name(s) of the passenger(s), full address, credit card number used for purchasing the ticket, ticket number, travel dates, and the origin and destination city.

What is the TUI cancellation policy for 24-hour cancellations?

The TUI cancellation policy applies to all tickets to/from the United States (regardless of type). Under this policy, all tickets to or from the United States can be cancelled and fully refunded if they are purchased at least 7 days before departure but cancelled within 24 hours of booking.

Is TUI cancellation free with TUI Flex?

If you cancel more than 28 days before departure, you will be entitled to a full refund of the cost of your holiday, excluding the TUI Flex fee, which is non-refundable. However, cancellations made within 28 days of your trip will be subject to the standard terms and conditions.

Can TUI Flex be applied to every holiday package?

Most holiday packages are eligible for TUI Flex, but it’s not available for trips to Melbourne Orlando International Airport in Florida. It’s also not available for journeys not involving a TUI Airways flight or for bookings made within 90 days of the travel date.

How do I add TUI Flex to my reservation?

To include TUI Flex in your booking, simply choose your desired holiday package and proceed through the booking steps. On the ‘Customise your holiday’ page, after selecting your flight, seat, luggage, and room options, you’ll see the choice to add TUI Flex. Just opt for ‘with TUI Flex’ to include it. If you’re booking through a TUI Store or our Contact Centre, our team can assist in adding it for you. Remember, TUI Flex must be added at the time of booking as it cannot be included later.

Do I need travel insurance if I have TUI Flex?

For bookings made on or before July 26, 2022, TUI Flex does not cover free cancellations. Bookings made after this date include this feature.

Can I cancel my TUI holiday without any charges?

You can cancel without penalty if you have TUI Flex and it’s more than 28 days before your departure. However, the cost of TUI Flex itself is non-refundable. For cancellations within 28 days of departure, standard cancellation charges apply.

Are there any situations where I can receive a full refund?

Yes, if you cancel more than 28 days before departure with TUI Flex, you’re eligible for a full refund minus the TUI Flex fee. In cases of significant changes made by TUI or unforeseen circumstances covered by your travel insurance, free cancellations within the 24-hour window for tickets to/from the U.S., you might also be entitled to a full refund.

How do cancel my TUI booking?

Cancellations can typically be processed through the Manage My Booking section on the TUI website. If you have TUI Flex, follow the guidelines provided there. For specific bookings or situations, you may need to contact TUI customer service directly.

What are the charges if I cancel my TUI holiday?

Cancellation charges depend on how close to the departure date you cancel. They can range from losing your deposit to being charged the full holiday cost. The TUI Flex option allows more flexibility but check the terms as they vary. For details, refer to the section titled TUI Cancellation Fee.

Can I cancel my TUI ticket if I haven’t paid in full yet?

Yes, you can cancel at any time, but you will lose your deposit at a minimum, and possibly more depending on the timing of the cancellation and the terms of your booking.

What happens if TUI cancels my holiday?

If TUI cancels your holiday, you’re generally entitled to a full refund or the option to rebook another holiday with any price difference refunded or required to be paid.

Is my deposit refundable if I decide to cancel my TUI holiday?

Deposits are usually non-refundable unless you have booked under a special promotion that states otherwise, or you cancel within the free cancellation/cooling-off period if applicable. With TUI Flex, more lenient conditions may apply but the Flex fee itself is not refundable.

Leave a Reply

Your email address will not be published. Required fields are marked *