Coronavirus | TUI fly
ES

Coronavirus - questions and answers

Update 26/03/2020 14:00

 

Under the current circumstances, our travellers are no longer able to enjoy the holiday they booked, as an increasing number of holiday destinations have closed their borders. In the meantime, all non-essential trips abroad have been forbidden. Therefore TUI Belgium has decided to cancel all package holidays as well as all its TUI fly flights until 30/04/2020 included.

 

Has your TUI fly flight back to Belgium been cancelled? Unfortunately, we can’t offer an alternative. The Belgian FPS Foreign Affairs invites all Belgian citizens who are abroad to register on travellersonline to report their presence.

For all other destinations, please click here.

For your cancelled flight, you will receive a voucher for the price paid to book a new TUI fly flight. Our colleagues will contact you to discuss the method of delivery of the voucher. You don’t need to contact us yourself . More information about the voucher can be found here.

Frequently asked questions

 

 

I have booked a TUI fly flight with departure before 30 April 2020 included

Can I leave? What if my TUI fly flight is cancelled?

Due to all restrictions on air traffic, we have stopped flying according to the regular flight schedule since Monday 23 March 2020. Unfortunately, this means that all TUI fly flights have been cancelled until 30 April 2020 included.

Has your TUI fly flight back to Belgium been cancelled? Unfortunately, we can’t offer an alternative. The Belgian FPS Foreign Affairs invites all Belgian citizens who are abroad to register on travellersonline to report their presence. For your cancelled flight, you will receive a voucher to book a new TUI fly flight. Our colleagues will contact you to discuss the method of delivery of the voucher. You don’t need to contact us yourself.

I decided not to leave or cancel my flight, even before TUI fly decided to cancel, will I receive a voucher?

Cancellations made by yourself between 13 March and 20 March included for a flight with a departure date until 30 April included will be processed in accordance with the normal voucher procedure. You do not have to pay cancellation fees. These cancellations will automatically be converted into a voucher. We will contact you within two weeks regarding how the voucher will be made available to you. You do not need to contact us yourself.

Cancellations made before 13 March 2020 as well as flight cancellations with a departure scheduled after 30 April 2020, will be processed under normal cancellation conditions.

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I have booked a TUI fly flight with departure after 30 April 2020

Can I leave?

Obviously, it will depend on the situation at that time. Based on the current available information, your flight will take place. We are closely monitoring the developments and will take additional measures if necessary and inform you. It’s no use contacting us in this respect. Unfortunately, we do not have all the necessary information ourselves yet. Thank you for your understanding. 

Can I change my booking with TUI fly?

For all TUI fly flights already booked and all new bookings, with a departure date not later than 31 May 2020, you can change on a one-time basis the date and/or destination of your flight free of charge until 3 days prior to departure, provided that the new date of departure is not later than 31 October 2020. If the new flight price (including any extras that have been booked) exceeds the price of the original booking after changing the flight’s date and/or destination, you shall pay the price difference. In case the new flight price is lower than the price of the original booking after changing the flight’s date and/or destination, the price difference shall not be refunded. The detailed terms and conditions can be found here. If you wish to change your flight with a departure date after 31 May 2020, the normal conditions apply. 

Can I cancel my booking with TUI fly?

If you wish to cancel your flight with a departure date after 30 April 2020, the normal cancellation conditions apply.

What if my TUI fly flight is cancelled?

You will receive a voucher to book a new TUI fly flight. Our colleagues will contact you to discuss the method of delivery of the voucher. You don’t need to contact us yourself.

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I’m at my destination and still have to return

Can I return on the scheduled date? Is it possible to return earlier?

You can return from your destination if the flight takes place as scheduled. If your flight is cancelled, you will be informed. We will contact you personally by e-mail, text message or telephone. Please make sure we can reach you.

My return flight with TUI fly to Belgium has been cancelled. What will happen now?

Unfortunately, we can’t offer an alternative. The Belgian FPS Foreign Affairs invites all Belgian citizens who are abroad to register on travellersonline to report their presence. For your cancelled flight, you will receive a voucher to book a new TUI fly flight. Our colleagues will contact you to discuss the method of delivery of the voucher. You don’t need to contact us yourself.

My return flight with TUI fly to another destination has been cancelled. What will happen now?

Unfortunately, we can’t offer an alternative. You should contact the respective Foreign Affairs services:

For your cancelled flight, you will receive a voucher to book a new TUI fly flight. Our colleagues will contact you to discuss the method of delivery of the voucher. You don’t need to contact us yourself.  

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Information about the voucher

When will I receive the voucher? How does it work? What is the start/end date?

We will contact you within two weeks to discuss the method of delivery of your voucher. You don’t need to contact us yourself, we will ensure that you automatically receive the correct information.

As from/until when is the voucher valid?

The voucher will be valid during one year after its issue date and can be used for all TUI fly flights.

Does the validity of the voucher relate to the booking date or the departure date of the new flight?

You have one year to book a new flight. The new departure date may therefore also be after the validity of the voucher, as long as the booking has been made within one year after the issue date of the voucher.

Is the voucher personal? Or may it also be transferred?

The voucher is personal, you may not transfer it to someone else.

I decided not to leave or cancel my flight, even before TUI fly decided to cancel, will I receive a voucher?

Cancellations made by yourself between 13 March and 20 March included for a flight with a departure date until 30 April included will be processed in accordance with the normal voucher procedure. You do not have to pay cancellation fees. These cancellations will automatically be converted into a voucher. We will contact you within two weeks regarding how the voucher will be made available to you. You do not need to contact us yourself. Cancellations made before 13 March 2020 as well as flight cancellations with a departure scheduled after 30 April 2020, will be processed under normal cancellation conditions.

Can I use the voucher to book multiple flights? So spread the amount over several flights? 

At this time, not all conditions for using the voucher are known. We will inform you about this upon receipt of the voucher.

I prefer not to receive a voucher, can I get a refund?

We understand that you may prefer a refund of the price you paid. However, the circumstances are so extraordinary that we have opted for an extraordinary solution. Therefore, a refund is not possible if we offer a voucher. 

I have not received a voucher yet, can I already make a booking for later this year? 

We are delighted that you already wish to make a reservation! However, we still ask you for a little patience and wait until you have received the voucher. You will receive it from us within approximately 2 weeks.

Can I also use the voucher for a flight booked later this year?

You may also use the voucher for an already booked flight later this year. This is possible once you have received the voucher.

I have booked a flight with a group of several people (not belonging to the same family). Who will receive the voucher?

The voucher for the total sum will be delivered to the holder of the booking. This is the person who has signed the travel agreement and/or is the first traveller in the travel overview. TUI cannot and will not interfere in any compensation between travellers.

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Information about insurances

Is it useful to add an All-Risk cancellation insurance to an existing booking or to take one out with a new booking?

Absolutely! It’s a way to insure yourself against future developments in the situation relating to the Coronavirus. We are closely monitoring the decisions taken by the authorities in the various holiday destinations and are strictly following the travel advice given on the website of the Ministry of Foreign Affairs. An All-Risk insurance is useful because it provides coverage:

  • During the period in which the measures taken are adjusted by the authorities in a holiday destination and by the Ministry of Foreign Affairs in an affected area
  • Before and after the period during which negative travel advice is given for an affected area
  • For future trips to destinations not affected by the Coronavirus at the moment, but where the situation may change in the near future

What's an affected area?

When the authorities and ministries abroad communicate updates and have considerably stepped up the measures already taken, these areas are regarded as affected areas. We are closely monitoring travel advice via the following website: https://diplomatie.belgium.be/en/services/travelling_abroad/travel_advice_by_country

I have a cancellation insurance, can I cancel my trip on account of the Coronavirus?

We advise you to first contact your travel organisation to find out whether your trip can still take place, can be postponed, cancelled free of charge or changed to another destination. If you have a cancellation insurance, you will in most cases not be able to cancel on account of the Coronavirus. If you have a TUI All-Risk insurance and if you have booked at trip to an affected area, you are covered for 75% of the cancellation costs. You can book this All-Risk insurance up to 57 days prior to your departure. Contact a travel agent or call 070 220 000 to take out this insurance.

I have an All-Risk cancellation insurance and I have booked a trip to an affected area. What can I do?

In that case, you can first contact your travel organisation to find out whether your trip can still take place, can be postponed, cancelled free of charge or changed to another destination. If you don’t want to travel to an affected area, you can cancel your trip. The insurance company will make a 75% refund of the cancellation costs. You are required to officially cancel your trip and file a damage claim. In step 3 of your damage claim file, select “other” under “reason for the cancellation” and specify "Coronavirus". Your file will be processed as soon as possible.

I want to change my booking. What happens with my insurance?

If you change your booking, the premium will be deducted from the new travel price. Please take into account that you have to retain or upgrade your insurance products. If your file is cancelled free of charge, the premium will also be cancelled free of charge.

Annual policies cannot be cancelled.

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Information about Extras

I booked a flight with TUI fly. Can I check in online and/or make a seat reservation?

Unfortunately, it is currently not possible to check in online or make a seat reservation. You can do this at the airport from which you depart.  

I have also booked extras (parking, visa, rental car,…) but my TUI fly flight has been cancelled or changed. What should I do?

When your flight is cancelled or changed, you should change or cancel these extras by contacting the relevant supplier to amend or cancel your reservation. You will find an overview of these suppliers below.
Please note: you should take into account the fact that the suppliers’ terms and conditions may change at any time. We therefore advise you to consult their terms and conditions. This way, you are always aware of the most recent information. Our partners will do everything within their power to help you!

Transfer to and from the airport

  • Are you currently abroad, will you return earlier than scheduled and did you book a transfer from the airport with Billo/HuureenStuur for your return? Send an e-mail to info@billo.be to change or cancel your transfer. Be sure to mention your TUI fly reservation number and your new flight details: flight number, date, time and airport of arrival. Do you need to get in touch with them urgently? Call them at +32 9 253 13 43.
  • Do you want to cancel your transfer? You can currently cancel your reservation for free, as long as the driver is not on the way. Send an e-mail to info@billo.be or call them at +32 9 253 13 43.

Transfer at your destination

Did you book a transfer with HolidayTaxis at your destination? Send your cancellation to admin@holidaytaxis.com or, in case of an emergency, call them at +44 1273 828 200.

Airport parking 

Did you book a parking space with Quick Parking? You can now cancel or change your booking free of charge. Inform them by e-mail info@quickparking.nl or call them at +31 20 717 97 00.

Visa

VisumCentrale processes each file separately and will try to give you all necessary information as quickly as possible. In order to guarantee a proper follow-up, VisumCentrale asks that you contact them by e-mail: info@visumcentrale.be. Do you need to get in touch with them urgently? Call them at 0902 150 45 (0.75 euros / min).

Rental car

If it’s not possible to travel to your destination and pick up your rental car, Sunny Cars will now cancel your booking free of charge. You can find all up-to-date information about changes and cancellations in their FAQ (only available in Dutch or French). You can contact them by telephone at +32 800 400 79 or by e-mail reservation@sunnycars.be.

TUI Experiences

Did you book an excursion, a football match, a museum ticket or another experience via GO TUI? For the time being, your booking will be cancelled automatically and the amount you paid will be refunded. They will contact you so that the cancellation will go smoothly. Do you want to contact them yourself? That’s possible by e-mail help@gotui.com or by telephone at +32 78 149 258 in case of an emergency.

Airport hotel through TUI

Did you book a room in an airport hotel upon arrival/departure through TUI? Your booking will be cancelled automatically and you will receive a voucher for the value of your stay at the hotel. For the time being, this applies to bookings until 30/04/2020 included.

 

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