Coronavirus - questions and answers
Update 12/05/2020 14:00
TUI fly extends the cancellation of all flights until 18 June 2020
We want to inform our customers as soon as possible of what will happen with the trip they booked. That’s why TUI Airlines Belgium has decided to cancel all TUI fly flights until 18 June 2020 included.
Has your TUI fly flight back to Belgium been cancelled? 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, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself. More information about the voucher can be found hereunder.
Frequently asked questions
- I have booked a TUI fly flight with departure before 18 June 2020 included
- I have booked a TUI fly flight with departure after 18 June 2020
- I’m at my destination and still have to return
- Information about the voucher
- Information about insurances
- Information about Extras
- Websites containing useful information
I have booked a TUI fly flight with departure before 18 June 2020 included
Can I leave?
Due to all restrictions on air traffic, we have stopped flying according to the regular flight schedule. Unfortunately, this means that all TUI fly flights have been cancelled until 18 June 2020 included.
Has your TUI fly flight back to Belgium been cancelled? 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 to book a new TUI fly flight, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself. More information about the voucher can be found hereunder.
I decided to cancel my flight before TUI fly decided to cancel it. Can I still receive a voucher?
A voucher will only be issued in cases where TUI fly cancelled a flight due to the situation of force majeure caused by the coronavirus. You will receive the voucher by e-mail. You do not need to contact us. If you cancelled your flight on your own initiative, you will not qualify for a voucher. In that case the normal cancellation conditions will apply.
My return flight to Belgium was not cancelled by TUI fly, but I decided to return earlier with another flight (either booked with the same airline or not), do I still qualify for a voucher?
In this case, the normal cancellation conditions of TUI fly apply as well and you will not receive a voucher.
TUI fly cancelled my flight. Initially I was told that the price of the ticket would be refunded, but now I will receive a voucher. Can they do that?
Initially we indeed informed you that you would receive a refund. However, at the moment on which we cancelled your flight, we couldn't imagine that this situation would have such an enormous impact on the entire world and on us as an airline. In the days following the cancellation of your flight, the situation evolved rapidly and in the meantime, we are facing extraordinary circumstances, affecting both passengers and airlines. In this extraordinary situation, an extraordinary solution was adopted, in the form of a Corona voucher. This system ensures that the passengers do not lose the amount they paid and that they have the right to book a new flight for one year. This initiative has been adopted by the majority of the airlines and is in line with the solution developed for the tourist sector by the Belgian legislators.
I have booked a TUI fly flight with departure after 18 June 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 August 2020, you can change on a one-time basis the date and/or destination of your flight free of charge until 7 days prior to departure, provided that the new date of departure is not later than 31 March 2021. 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 August 2020, the normal conditions apply.
How can I change my flight?
Contact our TUI fly Customer Service Center:
- For Belgium: +32 (0) 2 717 86 61
- For Morocco: +212 5 22 63 46 00 (local tariff)
- For France: 0899 190 043 (max. €1,34 per minute)
Can I cancel my booking with TUI fly?
If you wish to cancel your flight with a departure date after 18 June 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, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself. More information about the voucher can be found hereunder.
I’m at my destination and still have to return
Can I return on the scheduled date?
Due to all restrictions on air traffic, we have stopped flying according to the regular flight schedule. Unfortunately, this means that all TUI fly flights have been cancelled until 18 June 2020 included. Currently we do not know when we will resume our regular flight schedule. We are closely monitoring the developments and will take additional measures if necessary and inform you. You will be notified of any changes made by TUI fly to your scheduled flight. We will contact you personally by e-mail, text message or telephone. Please make sure we can reach you. For your cancelled flight, you will receive a voucher to book a new TUI fly flight, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself.
My return flight with TUI fly to Belgium has been cancelled. What will happen now?
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, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself.
My return flight with TUI fly to another destination has been cancelled. What will happen now?
You should contact the respective Foreign Affairs services:
- France: https://pastel.diplomatie.gouv.fr/fildariane/dyn/public/login.html
- Spain: https://registroviajeros.exteriores.gob.es/
- Italy: https://www.esteri.it/mae/it/
- Morocco: http://www.service-public.ma/fr/web/guest/home
For your cancelled flight, you will receive a voucher to book a new TUI fly flight, as soon as the situation allows us to resume our regular flight schedule. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself.
Information about the voucher
You can find detailed information about the voucher and the conditions here.
When will I receive the voucher? How does it work?
At this moment we are issuing the vouchers for bookings that were cancelled by TUI fly. The vouchers are issued in several phases. This will take some time. Once TUI fly cancelled your flight, it may take a up to 4 weeks before you will receive your voucher. If you are entitled to a voucher, you will receive it by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself.
What’s the value of my voucher?
- If you booked your flight in a TUI shop or on the TUI fly website, the value of the voucher equals the price you paid for your trip (including administrative expenses, extras and the cost for travel and cancellation insurance premiums, if any). If you paid for a seat reservation, you will receive a separate voucher.
- If you booked your flight via an independent travel agent, the value of your voucher will equal the amount TUI received from your travel agent for the flights booked. Your travel agent can give you more information.
What if my new flight is more expensive/cheaper?
In case you spend less than the amount of the voucher, you will retain the remainder of the voucher’s value. You will automatically receive a new voucher with the remaining amount by e-mail, you do not need to contact us yourself. The issue date and the expiry date of the initially issued voucher remain applicable. In case you spend more than the amount of the voucher, you must pay the difference of the actual amount spent and the voucher’s value.
Can I use several vouchers to book one flight?
That’s possible. You are allowed to combine several vouchers.
Can I use the voucher to book multiple flights? So spread the amount over several flights?
That’s possible. If a sufficient balance is left on the voucher after your first booking, you can use it for your next flight. However, the issue date and the expiry date of the initially issued voucher will remain applicable. You will automatically receive a new voucher with the remaining amount by e-mail, you do not need to contact us yourself.
For which products can I use the TUI fly voucher?
You can use the voucher for all TUI fly flights available at that moment.
As from/until when is the voucher valid? Does the term of validity relate to the booking date or the departure date of the new flight?
Starting on the issue date, you have one year to book a new trip. This means that the new date of departure can fall after this period of one year, as long as the booking is made at the latest one year after the issue date.
Example: if your voucher was issued on 01/04/2020, you have until 01/04/2021 to book a new flight. The departure date can also be after 01/04/2021. This means that you can choose to use your voucher to book a flight for this summer 2020, this winter 2020/2021 or even next summer 2021 (as soon as this offer is available).
I booked my flight with a travel agency other than TUI, will I also receive a voucher?
As long as you booked a flight for which TUI fly is the operating airline, you would be entitled to a voucher, unless the flight was part of a package holiday. Your travel agency can give you more information about this voucher. If you booked a flight for which TUI fly is not the operating airline, you will need to contact that airline or your travel agency to discuss your options.
Is the voucher personal, or can I give it to someone else? And what if I booked a flight for a group of persons (not belonging to the same family)?
The voucher is personal, you are not allowed to give it to someone else. The voucher for the total amount will be sent to the passenger-main booker in the name and for the account of the passenger-main booker and his/her travel companions. This is the person who signed the agreement and/or who registered as the holder of the booking during the booking process. Only this person can use the voucher to pay for a new flight, but he/she does not have to be part of the travel group.
How can I cash in my Corona Voucher?
You can book online and enter your voucher number and unique code during the booking process. You can also call the TUI fly Customer Service Center at +32 (0) 2 717 86 61.
If haven’t received a voucher yet, can I already book a flight for later this year?
We are delighted that you already want to make a booking! However, we must ask you to be patient until you receive the voucher from us. You will receive it soon. You don’t need to contact us yourself.
Can I also use the voucher to pay for flights I have already booked for later this year?
No, unfortunately this is not possible.
TUI fly cancelled my flight. Initially I was told that the price of the ticket would be refunded, but now I will receive a voucher. Can they do that?
Initially we indeed informed you that you would receive a refund. However, at the moment on which we cancelled your flight, we couldn't imagine that this situation would have such an enormous impact on the entire world and on us as an airline. In the days following the cancellation of your flight, the situation evolved rapidly and in the meantime, we are facing extraordinary circumstances, affecting both passengers and airlines. In this extraordinary situation, an extraordinary solution was adopted, in the form of a Corona voucher. This system ensures that the passengers do not lose the amount they paid and that they have the right to book a new flight for one year. This initiative has been adopted by the majority of the airlines and is in line with the solution developed for the tourist sector by the Belgian legislators.
I prefer not to receive a voucher, can I get a refund?
We are all living in very difficult times, resulting in very exceptional circumstances, both for passengers and for airlines. These exceptional circumstances require exceptional solutions. The existing framework is no longer adequate to provide these solutions. For this reason the initiative of the “vouchers” has been taken in the aviation sector: our passengers receive a credit instead of a refund in case of cancellation of a flight due to the corona crisis. This system ensures that the passengers do not lose the amount they paid and that they have the right to book a new flight for one year. This initiative has been adopted by the majority of the airlines and is in line with the solution developed for the tourist sector by the Belgian legislators. Moreover, the Corona voucher does not deprive you from the right to get your money back; if you are not able or do not want to exchange your voucher for a flight within one year after its issue, you are free to request a refund. But it goes without saying that we hope you will use the voucher to book a flight to a beautiful destination soon.
I decided to cancel my flight before TUI fly decided to cancel it. Can I still receive a voucher?
A voucher will only be issued in cases where TUI fly cancelled a flight due to the situation of force majeure caused by the coronavirus. You will receive the voucher by e-mail. You do not need to contact us. If you cancelled your flight on your own initiative, you will not qualify for a voucher. In that case the normal cancellation conditions will apply.
My return flight to Belgium was not cancelled by TUI fly, but I decided to return earlier with another flight (either booked with the same airline or not), do I still qualify for a voucher?
In this case, the normal cancellation conditions of TUI fly apply as well and you will not receive a voucher.
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 flight on account of the Coronavirus?
We recommend you to first contact your airline to find out whether your flight can still take place, can be postponed or changed. 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 airline to find out whether your flight can still take place, can be postponed or changed. 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.
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
- Has your flight been cancelled and you’d like to cancel your transfer with Billo/HuureenStuur? Until 18 June 2020 included, Billo/HuureenStuur automatically cancels all bookings that are linked to TUI fly (TB-flight number) and Freebird (FH-flight number). Please send an e-mail to info@billo.be to receive your Billo/HuureenStuur voucher.
- Have you modified your flight to a later date and would like to change your transfer? Send an e-mail to info@billo.be to change your reservation. Be sure to mention your TUI fly reservation number and your new flight details: flight number, date, time and airport of arrival.
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? Until 18 June 2020 included, Quick Parking automatically cancels all bookings. You will receive a confirmation of your cancellation and a voucher for the amount you’ve already paid. Do you have more questions? You can contact 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. You can find the most up-to-date information at https://www.gotui.com/uk/. 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 07 June 2020 included.
More information about the voucher can be found here.