Coronavirus - questions and answers

Update 17/02/2021

In times like these, travelling is not quite the experience you're used to. Read the frequently asked questions about your TUI fly flight, the available destinations and the measures we have taken to offer you a safe and comfortable trip here.

There is a ban on non-essential travel abroad in Belgium from 27/01 to 1/04. If you are traveling for an essential reason, you will need a declaration of honor (more information is available at https://www.info-coronavirus.be/en/travels/).

Available destinations & measures taken during your flight

TUI fly is your trusted partner for safe travelling. After all, the safety of all our customers and employees is our top priority. Our website contains information for each country as to the available destinations (more information is available at https://www.tuifly.be/en/corona-measures) and the measures that have been taken (more information is available at https://www.tuifly.be/en/flightinfo-corona-measures).  We inform you about the necessary preparations as well as of the changes at the airport and during your flight. This way we will be able to travel together safely and without worries.We do everything within our power to keep this information up to date, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

Cancellations

Due to the measures taken at the different destinations, we have had to change or even cancel part of our flights for this summer. We wish things could have been different, but obviously, safety and health are the top priority.

Alternative flight

We can imagine that you have been looking forward to your trip. That’s why we want to suggest an alternative flight from the TUI fly flight schedule. If you are interested in an alternative flight, we will gladly discuss the possibilities with you. If the same flight is available on another day of departure, it's possible to book this flight at the price you originally paid, even if the price of the new flight is higher. Does this option interest you? In that case we ask you to 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)

They will gladly make the booking for you. More information can be found hereunder.

Refund

Of course we hope you will opt for an alternative flight. But if you would rather not travel right now, you have 2 options:

Voucher

We will in any case issue a voucher with a value equalling the price you paid for your trip. You can use this voucher to book a new flight. The voucher is valid for one year and can be used for all available TUI fly flights. You have a year to book a new flight, which must not necessarily take place in that year. You will receive the 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. You can consult this page to see to which destinations we fly at the moment. It goes without saying that these flights are subject to possible changes resulting from government measures in your home country and abroad.

Refund

Do you prefer a cash refund? That is possible as well. However, you should wait until you receive the voucher by e-mail. After you received the voucher, you can submit a request for a refund via My TUI fly: https://www.tuifly.be/en/my_zone. You should take into account a processing time of approximately 6 weeks, due to the large number of requests. Attention: a refund is only possible if you have not yet used the voucher. More information can be found hereunder.

Flight changes

Will your flight take place but do you prefer not to travel right now? All TUI fly bookings made before or on 31/03/2021 with a departure before or on 31/08/2021 can change 1x free of charge up to 7 days before departure, with the new departure date being before or on 27/10/2021. More information is available here.

Contact TUI fly

Due to the impact of the coronavirus on our flights and the many questions we have received, waiting times at the TUI fly Customer Service Center may be very long. We do everything we can to help you as quickly as possible. You can also find the most recently updated information in the frequently asked questions below. Thank you for your understanding in these exceptional times.

Frequently asked questions

• Information about flight relaunch
• I’m at my destination and still have to return
• Information about changing my booking/cancellation of my flight
• Cancelled flights: information about flexibility for changes in bookings
• Information about the TUI fly Corona voucher
• Information about the TUI fly ‘MARK’ voucher
• Information about insurances
• Information about Extras
• Websites containing useful information

Information about flight relaunch

You’re flying to some destinations again. Does that mean my flight will take place as scheduled?

Whether your flight will take place depends on your destination and the flight schedule. Moreover, the different authorities have to allow travel to these destinations again. If your flight cannot take place, we will inform you. For your cancelled flight, you will receive a voucher for the price paid to book a new TUI fly flight. 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. It goes without saying that our flights are subject to possible changes resulting from government measures in your home country and abroad.

Note: our offer and flight schedule may be subject to change. Should something change in the flight you booked, you will be informed personally and in time.

Which destinations do you offer? 

This page https://www.tuifly.be/en/corona-measures contains an updated overview of the destinations we offer. We do everything within our power to continuously update this overview, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

I will be flying with you soon. What are the measures and changes I have to take into account during the flight?

TUI fly has made the necessary arrangements to ensure that you can travel safely and without worries. Obviously, there are a number of things you should take into account and you will have to make some adjustments. 

Preparation for the flight

• We ask you to check in online prior to your flight if possible. When checking in, you are required to confirm that you have read the TUI fly COVID-19 Statement. Please note: online check-in is only possible as from 24 hours prior to departure. If you don’t give this confirmation, we cannot issue a boarding pass.
• Our policy relating to hand baggage has changed. In order to limit personal contact on board and protect all passengers as well as the crew, we ask you to only take one small personal item. This may be a handbag, laptop back or backpack per person, with a maximum weight of 10 kg and maximum dimensions of 30 x 30 x 15 centimetres. We ask you to store this item underneath the seat in front of you.
• Please note: for safety reasons, you are not allowed to carry loose lithium batteries (e.g. power banks or spare batteries) in the baggage you check in. Please put them in the personal item you can take on board. You can find out more on https://www.tuifly.be/en/flightinfo-corona-measures.

At the airport

• Family members and/or friends who drop you off at the airport are requested not to enter the airport building.
• You should be aware of the fact that access to the airport can be denied if you or one of your travelling companions have symptoms prior to the flight.
• Please take into account that your body temperature may be checked at the airport and that a fever may be a reason not to allow you on the flight.
• Also take into account that it is obligatory to wear a face mask at some airports and that you are responsible for bringing your own face mask.
• At Brussels Airport, extra baggage, for example, can only be paid for at check-in by debit or credit card.

During the flight

• Face masks are obligatory for all passengers aged 6 and older. You are responsible for bringing a sufficient number of face masks, depending on the duration of your flight. The face mask must be replaced every four hours.Passengers who do not wear a face mask or refuse to wear one will be denied access to the aircraft or will be requested to leave the aircraft before the closing of the doors. Passengers who do not comply with the rules will be qualified as recalcitrant, authorising TUI fly to deny them access to all flights in the future.  Furthermore, they will be the subject of legal prosecution.
• Suitable face masks are surgical masks as well as non-medical masks that are large enough to cover the nose and mouth completely. Articles of clothing (e.g. a scarf), masks with an exhaust valve or face shields cannot be used as a face mask. Only if you are unable to wear a mouth mask on the plane for medical reasons do we request that you wear a splash screen, known as a face shield.
• The face mask must be worn at least when boarding, during the entire duration of the flight and when disembarking  as you may be sitting/standing next to someone other than your own travel party and the distance of 1,5 meters can’t always be respected. If for medical reasons you cannot wear a mouth mask on the plane, we ask you to take the following measures.
• Service on board has been adjusted so as to maximally limit contact.

You can find an overview of all measures taken and changes applicable on board our TUI fly flights on the special web page https://www.tuifly.be/en/flightinfo-corona-measures. We ask you to read this information carefully, so you are prepared for your trip, and advise you to read it again 1 day before your departure, as the information may have been updated in the meantime.
 

I will be flying with you soon. Is it true that I have to read and sign a TUI fly COVID-19 health statement before my departure?

That’s right, every passenger, regardless of age, must take note of the TUI fly COVID-19 health statement and sign it online to gain access to his/her boarding pass. You can do so during the online check-in via https://www.tuifly.be/en/online-check-in. Checking in online is possible from 24 hours before your flight. Signing the TUI fly COVID-19 health statement is possible until 1 hour before departure. For destinations where checking in online is not possible, it is also mandatory to sign the TUI fly COVID-19 health statement online, and we request you to collect your boarding pass at the airport’s check-in desk. Please note that this obligation applies to both the outbound flight and the return flight. Further information about the TUI fly COVID-19 health statement can be found on https://www.tuifly.be/en/healthstatement.

I will be flying with you soon. Is it true that, for some destinations, I have to read and sign a form before my departure and/or undergo a PCR test (Covid-19)?

Certain conditions may apply at some destinations, e.g. a PCR test, a PLF form, proof of essential travel,... An overview of the travel formalities for each country can be found at https://www.tuifly.be/en/legal/reiseformalitaten. We do everything within our power to keep this information up to date, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

I will be flying with you soon and have been informed that I will have to complete a form upon my return to Belgium, is this correct?

If you intend to travel to Belgium or to return to Belgium after a stay abroad, you are required to complete a Passenger Locator Form in the 48 hours before your arrival in Belgium (https://travel.info-coronavirus.be/) . This applies to all travellers. Babies and children under the age of 16 travelling with an adult, can be included in the form of the adult accompanying them. Children traveling alone must fill in their own form. You will receive a QR code after having completed the form. Print out this QR code or save it on a digital device and keep it at hand upon check-in or boarding. If it's not possible to complete the electronic version, you have to download the form at the site of the Federal Public Service, print and sign it and take it with you.

This form has to be completed by:

• anyone travelling to Belgium by plane, train, boat, bus or car,
• as well as all other persons travelling to Belgium, except:
  • if they will stay in Belgium less than 48 hours,
  • if they return to Belgium after a stay abroad of less than 48 hours.

You have to state the means of transport you have used. If you select “plane”, you need to enter the flight number, seat number and date of arrival.

• Have you reserved a seat? You can already enter the seat number.
• Have you not yet reserved a seat? You will receive your seat number 24 hour prior to the departure of your flight. You can find it via https://be.tuifly.com/en/webcheckin.
• Print the QR code or save it on a digital device and keep it ready at check-in. If you are unable to present the code, you will be denied access to the plane.

I have booked a trip with TUI fly but I can’t wear a face mask on the plane for medical reasons, what should I do?

I have booked a trip with TUI fly but I can’t wear a face mask on the plane for medical reasons, what should I do?

• We ask that you wear a face shield.
• You need to have a medical certificate provided by TUI signed and stamped by your GP. You can request this certificate via this link. You will receive the certificate by e-mail. The certificate will have a code. You need to be able to show the original certificate, signed and stamped by your GP, to the TUI employees at any time during your trip. Only this certificate will be accepted.
• In addition, you need to be in the possession of proof that you have taken a COVID-19 (PCR) test and that the result is negative. It’s possible that the country of your destination imposes the obligation on travellers to take a PRC test. In that case an additional PCR test is not necessary. If you travel to a destination where a COVID-19 (PCR) test is not obligatory, you need to take this test not earlier than 72 hours before your departure. This obligation is applicable for the outbound flight as well as the return flight. You can check the most recent measures at each destination here. You need to have the hard copy of the negative test result with you and be able to show it at all times.

Unfortunately, we can’t allow you to board the plane if you are not in the possession of the correctly completed and stamped documents. If you are medically exempt from wearing a face mask and have both of the above-mentioned documents, please report this to one of our TUI employees at the airport before your flight departs.

I have booked a trip with another airline but I can’t wear a face mask on the plane for medical reasons, what should I do?

We request that you consult the website of the airline concerned to know more about the measures you have to take if you can't wear a face mask on the plane for medical reasons.

I can’t wear a face mask for medical reasons, what should I do at the airport?

That depends on the measures that are applicable at the airport concerned. Check the safety and health and safety requirements of the airport of departure and arrival and always follow the instructions.

I’d like to book a flight. 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

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 your travel agent or call +32 (0) 2 717 86 61 to take out this insurance.

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I’m at my destination and still have to return

My return flight to Belgium with TUI fly has been cancelled and this route is not yet available. What should I do?

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. 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 to another destination with TUI fly has been cancelled and this route is not yet available. What should I do?

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.

Is it true that I need to be quarantined and tested on my return to Belgium from a red zone?

Yes, since 31/12 this is mandatory. You can find more information on https://www.info-coronavirus.be/en/

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Information about changing my booking/cancellation of my flight

Can I change my booking with TUI fly?

All TUI fly bookings made before or on 31/05/2021 with a departure before or on 27/10/2021 can change 1x free of charge up to 7 days before departure, with the new departure date being before or on 27/10/2021. 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 October 2021, the normal conditions apply. 

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.

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)

My TUI fly flight will take place as scheduled, but I don’t want to take the trip. Can I cancel my TUI fly flight?

If you wish to cancel your flight, the normal cancellation conditions apply.

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 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". The insurance company will make a 75% refund of the cancellation costs. Your file will be processed as soon as possible.

What if my TUI fly flight is cancelled?

You will receive a voucher to book a new TUI fly flight. 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. Do you prefer a cash refund? That is possible as well. However, you should wait until you receive the voucher by e-mail. After you received the voucher, you can submit a request for a refund via My TUI fly: https://www.tuifly.be/en/my_zone. You should take into account a processing time of approximately 6 weeks, due to the large number of requests. Attention: a refund is only possible if you have not yet used the voucher. More information can be found hereunder.

What do I have to do if I booked a TUI fly flight via an online travel agent or a facilitator (i.e. not via the website tuifly.be) and my flight is cancelled?

If you booked a flight via an online travel agent or a facilitator (i.e. not via our website tuifly.be), you can contact them to request reimbursement of the price of your flight. You will receive a voucher for the products or services you booked and paid directly with TUI fly, e.g. baggage or seat reservations. If you prefer a cash refund, you will soon be able to make an online request. As soon as the relevant process has been developed, we will provide clear information on our website. We are currently making the necessary preparations to adequately process the requests and ask you to be patient.

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Cancelled flights: information about flexibility for changes in bookings

My flight has been cancelled. I found an identical flight online, only the date of departure is different. I would like to book this flight. What should I do?

If your flight has been cancelled but if the same flight is available on another day of departure, it's possible to book this flight at the price you originally paid.

If the price of the new flight is higher, we will adjust it to the original price. You will not have to pay the difference. If the price is lower, you will receive the balance in the form or a voucher. If the same flight can take place from another Belgian airport of departure, the change is also free of charge. Does this option interest you? In that case we ask you to 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)

They will gladly make the booking for you.

My flight has been cancelled. I found an identical flight online, only the duration of the trip is longer/shorter because the date of the flight is different. I would like to book this flight. What should I do?

If you want to book this flight, you can 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)

They will gladly make the booking for you. If the price of the new flight is higher than the original amount, you will have to pay the difference. If the price of the new flight is lower, you will receive the balance in the form or a voucher.

Information about the TUI fly Corona 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 you did not use the full amount of your voucher for your first booking, you will automatically receive a new voucher for the remaining amount. You can use this residual voucher when you book your next flight. The issue date and the expiry date of the initially issued voucher will remain applicable. You will automatically receive the new voucher for the remaining amount by e-mail. You do not need to contact us yourself.

For which products can I use the 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 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.

I’ve heard that I can get a refund in cash for my cancelled flight instead of a voucher. I’ve already received my voucher but I’d rather receive a refund. How do I get my money back?

After you received the voucher, you can submit a request for a refund via My TUI fly: https://www.tuifly.be/en/my_zone. You should take into account a processing time of approximately 6 weeks, due to the large number of requests. Attention: a refund is only possible if you have not yet used the voucher.

As of when does this measure apply?

This measure applies to all TUI fly flights that had to be/are cancelled due to the coronavirus and for which TUI fly has issued/issues a voucher.

How long will it take before I get my money back?

You should take into account a processing time of approximately 6 weeks, due to the large number of requests.

I received a voucher for my cancelled flight and would like to use it. Is it still valid?

Yes, the voucher you received remains valid and can be used to book a new flight with TUI fly.

I have already received a voucher and have used it for booking a new flight. Can I undo this new booking and still get a refund?

No, unfortunately this is not possible.

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.

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Information about the TUI fly ‘MARK’ voucher

What is a TUI fly ‘MARK’ voucher?

A TUI fly ‘MARK’ voucher is not a TUI fly Corona voucher and has nothing to do with a flight you may have booked. You may have won a TUI fly ‘MARK’ voucher in a competition, for example. TUI fly ‘MARK’ vouchers are easily recognisable by the mention ‘MARK’. This voucher cannot be exchanged for cash and can therefore not be the subject of a request for payment in cash.

What is the term of validity of my TUI fly ‘MARK’ voucher ?

The original term of validity is indicated on your voucher. Given the circumstances, TUI fly will extend its validity by one year.

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 your travel agent or call +32 (0) 2 717 86 61 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.

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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?

Yes, the TUI fly web portal has been reopened. It’s possible to reserve a seat or check in online via https://www.tuifly.be/en/online-check-in.
Note: you have to read the TUI fly COVID-19 statement and sign it online in order to have access to your boarding pass. You can do this while you check in online, which is possible from 24 to 6 hours before departure. Signing the TUI fly COVID-19 statement is even possible until 1 hour before departure. For destinations for which it is not possible to check in online, we ask you to sign the TUI fly COVID-19 statement online and to pick up your boarding pass at the check-in desk at the airport. This applies to both the outward and the return flight.

I have also booked extras (parking, rental car,…) with my holiday. Do I have to take into account possible changes and/or special measures?

The measures taken by the suppliers can change at any time. We therefore advise you to consult their terms and conditions and the measures they have taken. This way you will always have the most recently updated information. Our partners are doing the best they can to help you!

Transfer to and from the airport

Our partner Billo can’t wait to welcome your customers again on board their vehicles.

It goes without saying that they will take every possible precaution to take your customers to their destination as safely as possible:

• The customers must wear a face mask (which they must bring themselves). The social distancing rule is not obligatory for transport companies, but passenger do have to bring a face mask and wear it during the ride.
• Hand sanitisers are present in each vehicle.
• The vehicle is disinfected after each ride.
• The driver will also wear a face mask, unless a screen has been installed between the driver and your customer.

If you prefer a private ride rather than the combined ride you booked, this is certainly possible. This (private) comfort ride can be booked against payment. Please send an e-mail to info@billo.be if you want to book this service.
 

Meals/purchases on board

On your next flight, TUI fly will offer you the possibility to purchase a limited assortment of snacks and beverages on board. We ask you to pay contactless or by card if possible. Unfortunately, it is temporarily not possible to purchase tax free products like cosmetics and perfumes.

Note: our customary “TUI fly Shop & Café magazine” will temporarily not be available on board. You can download our menu for your flight at https://www.tuifly.be/en/buyonboard-en.

Fly deluxe/VIP Selection

We have done everything within our power to continue to offer you this service in these challenging times. More information is available at https://www.tuifly.be/en/fly-deluxe-en.

I have 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? Billo/HuureenStuur automatically cancels all bookings that are linked to TUI fly (TB and 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, but your trip has been cancelled? 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, but your trip has been cancelled? 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

You can find all up-to-date information about changes and cancellations in their FAQ (only available in Dutch or French). Is it not possible to travel to your destination and pick up your rental car? 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, but your trip has been cancelled? You can contact GO TUI 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, but your trip has been cancelled? You can contact the TUI Customer Service Center by telephone at +32 (0) 2 717 86 60.

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Websites containing useful information

• https://www.info-coronavirus.be/en/
• https://diplomatie.belgium.be/en
• https://reopen.europa.eu/en/
• https://www.tuifly.be/en/travelling-corona-measures
• https://www.tuifly.be/en/corona-measures
• https://www.tuifly.be/en/destinations-corona-measures
• https://www.tuifly.be/en/flightinfo-corona-measures

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