Coronavirus - questions and answers

Update 13/08/2020 8:00

In times like these, travelling is not quite the experience you're used to. However, if you still want to get away this summer, we can help you. Our website contains information for each country as to the possibilities for a holiday (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/destinations-corona-measures). 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. Given the quick evolution of the international reaction to the outbreak of COVID-19, TUI fly cannot guarantee the accuracy of the information below and does not accept any liability for any errors or omissions. Each passenger has the responsibility to ensure that he/she carries the required travel documents and is aware of the formalities for travel in Belgium and abroad. For more information, consult the website of the Belgian government (https://www.info-coronavirus.be/en/), the website of the Federal Public Service Foreign Affairs (https://diplomatie.belgium.be/en) or the embassy/consulate at your destination. Please also check the relevant rules and regulations applicable in Belgium and abroad. We should point out that all our passengers are responsible for their compliance with the health and admission requirements of the countries they travel to (including transit countries). Some countries may impose temperature checks, health certificates, tests, certain nationality requirements and/or specific documents. We advise you to check the latest updates shortly before the departure of your flight.

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. If you have questions about the measures that will be taken during your flight, you can consult www.tuifly.be/en/flightinfo-corona-measure for more information about the changes during your TUI fly flight. 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. Please read all information carefully. We advise you to read this page again at least the day before your departure, in case some of the information has changed in the meantime.

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 (part of) the voucher. More information can be found hereunder.

Flight changes

Will your flight take place but do you prefer not to travel right now? For all TUI fly flights booked, with departure date prior to or on 31 August 2020, it is possible to change the destination and/or the date free of charge until 7 days before the date of departure. 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. At the moment the customer service center is inundated with questions and every possible effort is made to attend everyone personally. 
Will you not be leaving soon? We would appreciate it if you wait a bit longer to contact us. This way you can help us limit the waiting times at the Customer Service Center. 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

I've heard that you will start 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. If your flight still takes place as planned, we will also inform you by e-mail. 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.

What are that destinations to which you will fly again?

This page https://www.tuifly.be/en/corona-measures contains an updated overview of the destinations we will offer again this summer. We do everything within our power to continuously update this overview. However, we advise you to also regularly check the information provided by the government (https://www.info-coronavirus.be/en/) and by the Federal Public Office Foreign Affairs (https://diplomatie.belgium.be/en).

I have not yet received all the information I need to travel without worries. What should I do?

In this period of coronavirus, decisions are taken in quick succession and we sometimes have to act quickly once a decision has been taken. We're sorry that we haven’t been able to give you all the information you need. On the page https://www.tuifly.be/en/flightinfo-corona-measures you will find more information about the changes during your TUI fly flight. 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.  For an updated overview of the measures taken at each destination, you can consult https://www.tuifly.be/en/destinations-corona-measures. 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. Given the quick evolution of the international reaction to the outbreak of COVID-19, TUI fly cannot guarantee the accuracy of the information below and does not accept any liability for any errors or omissions. Each passenger has the responsibility to ensure that he/she carries the required travel documents and is aware of the formalities for travel in Belgium and abroad. For more information, consult the website of the Belgian government (https://www.info-coronavirus.be/en/), the website of the Federal Public Service Foreign Affairs (https://diplomatie.belgium.be/en) or the embassy/consulate at your destination. Please also check the relevant rules and regulations applicable in Belgium and abroad. We should point out that all our passengers are responsible for their compliance with the health and admission requirements of the countries they travel to (including transit countries). Some countries may impose temperature checks, health certificates, tests, certain nationality requirements and/or specific documents. We advise you to check the latest updates shortly before the departure of your flight. TUI fly does not accept any responsibility if the passenger is denied boarding on account of inadequate travel documents or non-compliance with certain travel formalities.

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.

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.

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) cannot be used as a face mask.
• 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.
• 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 statement before my departure?

Yes, every passenger has to read the TUI fly COVID-19 statement and sign it online in order to have access to his/her boarding pass. You can do this while you check in online via https://www.tuifly.be/en/online-check-in, 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. Note: This applies to both the outward and the return flight.

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)?

Greece

Greece imposes the obligation on all tourists not only to present a completed Passenger Locator Form (E-PLF form) but also to undergo a PCR test (Covid-19). Please find hereunder more information in this respect: 

• PCR test (Covid-19): as from 17 August 2020, visitors will only be granted access if they can present a negative result for Covid-19 (PCR test). This PCR test is mandatory for all passengers aged 10 years and older and must meet the following conditions:

  • The test must be taken up to 72 hours before arrival in Greece;
  • The certificate must be drawn up in English (no translation);
  • The certificate must state the full name as well as the passport/national identity card number of the traveller.

  If you are not able to present a negative result, you will unfortunately not be allowed on the flight. More information about the PCR test is available at https://www.info-coronavirus.be/en/testing/.

• Passenger Locator form: Greece imposes the obligation on all tourists to complete the Passenger Locator Form (E-PLF form). This obligation also applies to babies and children. For them, the choice can be made between completing a separate form or including them in the form of one of the parents. You have to do this at the latest 24 hours before your arrival, there is no possibility to complete the E-PLF form at the airport. All passengers have to show a confirmation of the completed form during check-in at the airport. This confirmation is a QR code which you will receive by e-mail. The QR code is created on the day of arrival in Greece (midnight). If your flight departs at e.g. 10 pm, it’s possible that you will have not yet received a QR code. In that case you can present the confirmation of the completed E-PLF form at the check-in desk. This only applies if your day of departure and your day of arrival in Greece are not the same. If you are unable to show this QR code or confirmation e-mail, you will not receive a boarding pass and you will unfortunately be denied boarding. Greece has announced that they will be very strict and to issue fines of € 500 per person if you fail to complete the E-PLF form. You can fill out the form via this link https://travel.gov.gr/#/. The form is only available in English.

Spain

Spain imposes the obligation on all tourists to fill out the FCS health statement. Once you filled out the statement online, you will receive a QR code. Print out this code or save it on a digital device and keep it at hand at the check in and upon your arrival in Spain. Click on this link to fill out the FCS form.

Important!

For an updated overview of the measures taken at each destination, you can consult https://www.tuifly.be/en/destinations-corona-measures. 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. Given the quick evolution of the international reaction to the outbreak of COVID-19, TUI fly cannot guarantee the accuracy of the information below and does not accept any liability for any errors or omissions. Each passenger has the responsibility to ensure that he/she carries the required travel documents and is aware of the formalities for travel in Belgium and abroad. For more information, consult the website of the Belgian government (https://www.info-coronavirus.be/en/), the website of the Federal Public Service Foreign Affairs (https://diplomatie.belgium.be/en) or the embassy/consulate at your destination. Please also check the relevant rules and regulations applicable in Belgium and abroad. We should point out that all our passengers are responsible for their compliance with the health and admission requirements of the countries they travel to (including transit countries). Some countries may impose temperature checks, health certificates, tests, certain nationality requirements and/or specific documents. We advise you to check the latest updates shortly before the departure of your flight. TUI fly does not accept any responsibility if the passenger is denied boarding on account of inadequate travel documents or non-compliance with certain travel formalities.

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/) . 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’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 070 220 000 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.

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Information about changing my booking/cancellation of my flight

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. 

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 with a departure date after 18 June 2020, 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 (part of) 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.

Are you not travelling immediately? We would appreciate it if you wait a bit longer to contact us. This way you can help us limit the waiting times at the Customer Service Center. At the moment the customer service center is inundated with questions and every possible effort is made to attend everyone personally. Thank you for your understanding in these exceptional times.

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 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 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.

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.

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 (part of) 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 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.

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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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