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A-Z Guide

We understand the small print is the last thing anyone wants to read. But we believe it’s really important to be clear in the information we give you. This A-Z outlines to what extent we would be liable, if at all. If any part of this guide isn’t valid or can’t be enforced, the rest will still apply. Not everything here will apply to you but a lot of it will so you’ll need to read this guide before you book. You’ll also need to read Our Agreement With You and Your Agreement With Us. Together, they explain every aspect of your holiday. If you need information in another format please contact our Assisted Travel Team on 0203 451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Lots of our customers choose to add a hotel stay to their cruise. With that in mind, this guide covers both the cruise element, as well as the ‘stay’ part so all the information’s in one place. We make it clear when we’re talking about the ship, rather than the hotel.

On the subject of our cruises, we talk about ships and cruise holidays throughout this guide. Just so you know, we’re always referring to our Cruise holidays, unless we specifically say otherwise, for example in our Nile Cruises section.

Just to make things easier for you, here are some of the abbreviations we use…

* extra charge 1st Ch 1st child 2nd Ch 2nd child Ad Adult AI All Inclusive BB Bed & Breakfast BL balcony or terrace FB Full Board HB Half Board LSV limited sea view PB private bath PP per person PPPN per person per night RD reduction RO room only SC self–catering SH shower SUPPS supplements SV sea view SSV side sea view.

And for our cruise holidays, we use these…

PREM2 Premier SGLIN Single Inside 1/2IN4 Deck 1/2 Inside 2-4 Berth 1/2IN2 Deck 1/2 Inside 2 Berth 2/3IN4 Deck 2/3 Inside 2-4 Berth 3/4IN2 Deck 3/4 Inside 2 Berth 3IN2/4 Deck 3 Inside 2-4 Berth 1/2OU2 Deck 1/2 Outside 2 Berth SGLOUT Single Outside 3/4OU2 Deck 3/4 Outside 2 Berth 3/4INP Deck 3/4 Inside Plus 2-4 Berth 3OU2/4 Deck 3 Outside 2-4 Berth 3/4OUP Deck 3/4 Outside Plus 2-4 Berth 6/7DLX Deck 6/7 Deluxe 6/7OU2 Deck 6/7 Outside 2 Berth 6/7OUP Deck 6/7 Outside Plus 2-4 Berth 6/8DLX Deck 6/8 Deluxe 8/9DLX Deck 8/9 Deluxe 6-8IN3 Deck 6-8 Inside 2-3 Berth 8/9OU2 Deck 8/9 Outside 2 Berth 8/9OUP Deck 8/9 Outside Plus 2-4 Berth DELUX3 Deluxe 3 Berth 5/6OU4 Deck 5/6 Outside 2-4 Berth 5/6OU2 Deck 5/6 Outside 2 Berth 5/6IN2 Deck 5/6 Inside 2 Berth 5/6IN4 Deck 5/6 Inside 2-4 Berth 7-9OU2 Deck 7/8/9 Outside 2 Berth 7-9IN2 Deck 7/8/9 Inside 2 Berth STDBAL Standard Balcony DLXBAL Deluxe Balcony JNRSUI Junior Suite GRDSUI Grand Suite 45IN2 Deck 4/5 Inside 2 Berth 67IN2 Deck 6/7 Inside 2 Berth 67IN4 Deck 6/7 Inside 2-4 Berth 45OU2 Deck 4/5 Outside 2 Berth 56OU2 Deck 5/6 Outside 2 Berth 7OU2 Deck 7 Outside 2 Berth 56OU2P Deck 5/6 Outside Plus 2 Berth 56OU4P Deck 5/6 Outside Plus 2-4 Berth 79OU2P Deck 7/9 Outside Plus 2 Berth 79OU3P Deck 7/9 Outside Plus 2-3 Berth SUITE Suite. SUIROY Royal Suite, FAMSUI Family Suite, FJRSUI Family Junior Suite, EXESUI Executive Suite, GDSUI Grand Suite, SUJUN2 Junior Suite, DLXBL4 Deluxe Balcony Cabin, DELUX4 Deluxe Cabin

And for our river cruise holidays, we use these...

CO cabin only ZST01 Deck 1 standard ZST02 Deck 2 standard ZS01 Deck 1 Superior ZFL01 Deck 2 French Balcony ZFL02 Deck 3 French Balcony ZBS01 Deck 2 Superior French Balcony ZBS02 Deck 3 Superior French Balcony ZBF01 Deck 2 French Balcony Suite ZBF02 Deck 3 French Balcony Suite ZSG01 Deck 1 Single ZSS01 Deck 2 French Balcony Single

In line with EU regulations, we need to let you know who you’ll be flying with. This includes any connecting flights or transfers. These are the carriers we may use –

A3 Aegean ABR ASL Ireland AEA Air Europa AMV AMC Airlines AP Albastar BA BA Cityflyer / British Airways BE Flybe BGH Balkan Air BJ Nouvelair Tunisie D8 Norwegian EI Aer Lingus EVE Evelop FHY Freebird Airlines FPO ASL France JAF JetairFly KM Air Malta LS Jet 2 MT Thomas Cook Airlines OHY Onur Air PC Pegasus QS Travel Service ST Germania TBA Carrier To Be Advised TOM TUI VOE Volotea X3 TUIFLY 7M Mistral Air

We'll let you know who the airline is when we send your tickets. If there are changes after that point, we'll tell you before you check in or at the boarding gate.

When you come across anything to do with flights in this guide, we’ll usually be talking about flights with TUI. So if you’re flying with another airline, you’ll need to check their conditions, too. From time to time, we need to change airlines or plane types but this isn’t classed as a ‘Major Change’ to your holiday.A La Carte
The Select Your Seat benefit that comes with A La Carte holidays is only available if you’re flying with TUI and you book at least 3 days in advance. Please note, A La Carte benefits will not be available if you're combining your stay in an A La Carte hotel with a tour, a cruise, or a stay in another hotel. See Transfers for more information.

Accuracy
We published our latest brochures in July 2023. Our prices and information in those brochures were accurate on that date but they may have changed since then. We always check our properties regularly to make sure we're giving you accurate information and we'll tell you of any changes we know about when you book. If you've already booked, we'll tell you about any major changes we’re aware of as soon as we can. Bear in mind public holidays and religious festivals affect whether or not facilities are available. Also, it may be the case some facilities aren’t managed directly by the hotel and they could close without notice.
Please see Itineraries for more details.

Adjacent Rooms
These are two rooms next to each other and usually share some facilities, such as an entrance or a bathroom. They’re available at selected accommodation and for a small supplement. The facilities can vary so check the individual hotel description. When you’re booking, the room description will have ADJ next to it. Depending on where you’re staying, you may need to book two rooms to get this room type. Please ask when you book.

Adults-only Cruises
Marella Explorer 2 is an adults-only ship. We won’t accept bookings for anyone aged 16 and under on this ship and also on sailings on and between the following dates...

Winter 2023-2024
All departures from 7th November 2023 up to and including 19th April 2024

Winter 2024-2025
All departures from 13th November 2024 up to and including 18th April 2025

If you're combining two seven night itineraries to make a 14 night cruise, bear in mind the second week may not be adults-only. You'll need to check the dates before you book.

Adults-only river cruises
All TUI River Cruises are adults-only where the minimum age is 18 years old.

See Adult Properties for information on our adults-only hotels.

Adult Properties
These are hotels that cater really well for adults in terms of facilities and destination. They include TUI Blue for Two, where the minimum age is 16, and over. Exclusively for Adults ranges, where the minimum age is 16 or 18. You must not book children to stay at any of these hotels under any circumstances as bookings for children will not be accepted.
If you see a Scene logo, it means the hotel is recommended for adults only. At least one member of your group needs to be 18 or over. Any members of your party who are under 18 will need to give us a letter of consent from their parent or legal guardian when booking. They’ll need to take this letter with them when they travel, too.

For adults-only hotels in the Dominican Republic, the minimum age accepted for all travelling on the booking is 18 years.

Advanced Passenger Information
So that you can travel, it may be mandatory (as required by government authorities before or at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Some countries will only permit travel if you provide your Advance Passenger Information or API (for example Caricom API Data and US Secure Flight Data) to the airline before your departure.
Some or all of the Caricom states have entered into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states. Please see the Caricom website for more details.
The Transportation Security Administration (TSA) requires you to provide your full name, date of birth and gender for the purpose of watch list screening. You may also provide your Redress Number (as well as a Known Traveler Number), if available. Failure to provide details may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. Please see the TSA website for more details.
These requirements may differ depending on your destination and you are advised to check. Even if not mandatory, we may assist where appropriate.
You’ll need your booking reference number, the lead passenger’s surname and your date of departure to access the site.

Age Ranges
No under-18s can travel on their own. For USA and cruises that include a port of call in the USA, including the US Virgin Islands, the minimum age to travel alone will be 21 and over. For our hotels and cruises, 2 to 12-year-olds are classed as children, unless we say otherwise. Infants under 6 months old aren’t permitted to travel on our cruises.

Air-conditioning
This may depend on the time of year and be subject to hotelier discretion. You may have to pay for it when you get there. All our ships are air-conditioned and you won’t need to pay any extra, but please note that the air-conditioning onboard is a centralised system - you will be able to adjust the temperature but it is not possible to turn it off.

Airline Rules
Charter airlines aren’t allowed to carry certain nationals to and from their country of origin. This is due to licensing law restrictions with overseas aviation authorities. The current licensing laws, as of 15th November 2010, do not allow TUI Group airlines to carry nationals of the following countries on their operating routes – Brazil, Kenya, and Morocco. Some other restrictions also apply…

• Cuban nationals may travel to any international Cuban airport, except Cayo Largo and Cayo Coco, and must be travelling as part of an inclusive tour package.

• Indian and Turkish passport holders can only travel on inclusive tour package arrangements. Please check with your embassy or consulate before you book.

• If you’re going to Goa, Kerala and Sri Lanka, on an Indian, Pakistani, Sri Lankan, Nepalese or Bangladeshi passport you can’t fly on British charter flights. This travel restriction doesn’t apply if you have a Pakistani, Sri Lankan, Nepalese or Bangladeshi passport but your spouse has a foreign – non-Indian – passport.

Airport Assistance
See Assisted Travel.

Airport Hotels and Parking - UK
The companies that provide the hotels and car parks will have their own terms of use which will also apply to you. We can get you a copy of these if you need one, just ask.

If you don’t follow the instructions we give you, we may not be able to refund you any additional costs you’re charged as a result.

Any parking is at your own risk, so we ask that you don’t keep any valuables in your car. You should be prepared to leave your keys with car park staff as this may be necessary. If you have a larger-than-average vehicle or a motorbike, please contact us to check that the car park can accommodate it without an additional charge. When you travel, take your booking confirmation with you as it contains instructions on what you need to do. If you have any problems on the day, please let the hotel or car park know so they can help you. If you don’t let them know, we may not be able to help you later on. If you’re parking and you arrive before the day and time shown on your confirmation, or stay later than planned, you may be charged for the extra parking at the car park’s normal price. If you leave earlier than planned, we won’t refund any of the charges you've paid.

You can amend or cancel any time up until a minute to midnight, the day before you arrive at the airport, free of charge. So, if you fly on the 2nd, you'd need to cancel by 23:59 on the 1st. If you cancel in time, you will be refunded what you’ve paid for the hotel and parking. If you don’t cancel in time you will not be refunded any amounts paid for the hotel and parking and we will retain this as a cancellation charge.

Airport Lounges

You can pay for UK airport lounge access after you’ve booked, subject to availability. You can do this via a TUI Holiday Store, Manage My Booking or by logging into your Customer Account.

Airport Service
In most airports overseas, our Holiday Advisors aren’t allowed past check-in or into the arrivals hall but we will have staff waiting to greet you outside the airport.

Alcohol
During your flight with us and outside of your ship cabin once onboard, you can only drink the alcohol that our flight attendants serve you. During embarkation we have the right to search luggage and hold any alcohol that we believe has not been purchased on your flight. We’ll only do so if we think it’s necessary, but please retain your proof of purchase just in case. Any alcohol that is not permitted onboard will be returned to you on your departure. The minimum drinking age on our ships is 18 or 21 when in U.S or U.A.E territorial waters.

All Inclusive onboard the ships
On all our ships, everyone receives our standard All Inclusive package. All Inclusive drinks include selected draught and bottled beers, spirits, aperitifs, cider, soft drinks by the glass, house wine, house Prosecco, selected hot drinks and a range of cocktails. Some branded spirits and premium drinks, such as Champagne, malt whiskies, bottled beers, all speciality coffees, bottled water and some premium hot drinks, aren’t included. Drinks are available from all bars, lounges and restaurants. If you order a drink between 2am and 10am, it’ll be charged to your onboard account. Please see Alcohol for details on the minimum drinking age onboard. The All Inclusive package only applies when you’re on the ship and doesn’t apply to hotels on Cruise & Stay or Stay & Cruise holidays.

The following dining venues are included in your All Inclusive package on Marella Discovery and Marella Discovery 2 – 47°, Gallery 47°, Islands, Snack Shack and The Glass House. At The Glass House, there is an additional charge for the World Skewers option. Times for All Inclusive meals and snacks vary.

The following facilities are included in your All Inclusive package on Marella Discovery and Marella Discovery 2 – Minigolf, The Wall, The Veranda, Gamerzone, Babytainment, Baby Centre, M Club, Movies by Moonlight. A Virtual Reality Room is also available on Marella Discovery 2. The following dining venues are included in your All Inclusive package on Marella Explorer - The Market Place, Latitude 53, Vista, Snack Shack, The Mediterranean (excluding espetadas).

On Marella Explorer 2 - The Market Place, Latitude 53, Vista, Snack Shack, The Beach Cove for breakfast and lunch (evening meals in the restaurant are chargeable) and Nonna’s are all part of your All Inclusive package. Times for All Inclusive meals and snacks vary. The following facilities are included in your All Inclusive package on Marella Explorer - Minigolf, indoor cinema, Gamer Zone, M Club, Mini M Club, The Veranda and Hideout.

The following facilities are included in your All Inclusive package on Marella Explorer 2 - Minigolf and The Veranda. The following dining venues are included in your All Inclusive package on Marella Voyager - The Kitchens, Latitude 53, Vista, Snack Shack, Nonna’s and Abuela’s. Times for All Inclusive meals and snacks may vary.

The following facilities are included in your All Inclusive Package on Marella Voyager - Crazy Golf, M Club, Mini M Club, Hideout, Indoor Cinema, Gamer Zone and The Veranda. Please note, there may be time limits or age restrictions on some of these activities.
The safety deposit box in your cabin is included. You’ll need to pay for things like reserving your cabin number, telephone calls, excursions, certain activities including bingo and behind-the-scenes tours, use of medical services, shuttle buses, minibar, casino, Wi-Fi, spa access and treatments, room service and speciality restaurants.

All Inclusive Drinks Package - Premium Upgrade
You can upgrade to our premium drinks at the time of booking or onboard all of our ships. You’ll get all the drinks included in the standard All Inclusive drinks package, as well as upgraded cocktails, premium gins, vodka, rums and tequilas, more choice of whisky and brandy, and all drinks from The Coffee Port. If you order a drink between 2am and 10am, it'll be charged to your onboard account - except from The Coffee Port, which is included from 7am. The minimum drinking age on our ships is 18. The premium All Inclusive package only applies when you're on the ship, and doesn't apply to hotels on Cruise & Stay or Stay & Cruise holidays.

All Inclusive Drinks Package | River Cruise
You can book the All Inclusive package when you’re on board or before you travel. Every person on the booking must be included. In addition to the standard drinks package (above) the All Inclusive package includes local beer such as Warsteiner, branded spirits (e.g. Vodka: Smirnoff, Absolut; Gin: Bombay Sapphire; Whisky: Jack Daniels, Glenfiddich; Cognac/Brandies: Hennessy), cocktails and our premium Lavazza coffee. If you don’t upgrade, you can still buy these drinks on a pay-as-you-go basis. Drinks are available from all bars, lounges and restaurants. You can order alcoholic drinks from 10amuntil midnight, and coffee, tea and soft drinks whenever the bars are open. The All Inclusive package only applies while you’re on the ship. If you upgrade to the All Inclusive drinks package, and you are in one of the following cabin categories, then your minibar is also included: Deck 1 Superior; Superior French Balcony and French Balcony Suite. Free or discounted offers are available on selected holidays, dates and departure airports, subject to availability, and can be withdrawn at any time.


All Inclusive Hotels
You may need to wear a wristband or carry some ID to get the benefits of your package. For a full description of what’s included, check the hotel description. Times for inclusive drinks, meals and snacks vary. Your All Inclusive package may not include bottled water, imported drinks, à la carte meals, or some speciality dishes. Some restaurants expect you to reserve a table and will be subject to availability. Not all bars and restaurants operate on an All Inclusive basis. Also, there may be cash bars once All Inclusive bars close. Bear in mind, under-18s won’t be served alcohol.

You should also be aware that we, and the hotels, may confiscate wristbands and IDs from guests who abuse the All Inclusive benefits.

You may be charged for motorised sports, and there are time limits or age and experience restrictions on some of these activities. You may have to pay a deposit to hire equipment. Things like classes and beauty treatments may be included in the price but there'll be a limit on how many sessions you can take. Safety deposit boxes may not be included and you’ll need to pay for things like telephone calls and excursions.

All Inclusive packages end when you check out of your room. In some cases you can pay to keep using the facilities. If there’s a delay to your flight home and you have to spend extra time in the resort, any refreshments will be in line with the airline’s instructions – not the board basis of your hotel.

One last thing, you may find timings will change for things like happy hours in bars and dining times.

All Inclusive at a Disney hotel includes the Disney Deluxe Dining Plan and Disney’s Ultimate Park Ticket for access to six parks. These parks include Disney’s Animal Kingdom Theme Park, Magic Kingdom Park, EPCOT, Disney’s Hollywood Studios, Disney’s Blizzard Beach Water Park and Disney’s Typhoon Lagoon Water Park. It's worth noting that there may be times when not all of these parks are open, so you should check with us before you place your booking.

The Disney Deluxe Dining Plan includes three meals a day at over 100 locations across the Walt Disney World Resort, plus one speciality drink per person, per meal - this can include a soft drink, milkshake, smoothie or hot drink. Adults have the choice of a beer, cider, wine, spirit with mixer or a cocktail. You must be aged 21 or over and present valid ID to be served alcoholic beverages, and the beverages can only be redeemed with Self Service or Waiter Service meal entitlements. One beverage per meal is included but further drinks will be at an additional cost. You'll also have two snacks a day from a set list and a refillable resort mug for unlimited free fountain soda refills in any Disney Resort Hotel.

Children aged 3-9 at time of visit must order from the children’s menu where available. Gratuities are not included except at Dinner Shows, Private In-Room Dining, Cinderella’s Royal Table or pizza delivery. An 18% gratuity will automatically be added to your bill for groups of six or more, which is not included. Certain menu items may incur an additional cost. A form of payment is needed if you add gratuity and have not provided a credit card at check-in to charge incidentals and other expenses.

Amenities
Lots of things you come across in resort will be quite different to what you’ve come to expect at home, like roads, power and water, for instance. If there’s a prolonged drought, it might interrupt water supplies. In summer, there’s often more demand on water, which means the pressure can drop, disrupting water heaters. You may also find in some destinations you won’t be able to flush toilet paper down the toilet.

On our cruise ships, you’ll also find a couple of differences. There may be a temporary loss of power from time to time because power is generated onboard, and toilets onboard use a vacuum system.

Artist Impressions
These, together with any computer-generated images, are there to give you an idea of how the property will look – they’re not replicas of the finished building.


Assisted Travel

If you or anyone you're travelling with is disabled, less mobile, visually impaired, or undergoing medical treatment, you'll need to contact our Assisted Travel Team before you book on 0203 451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.
They can tell you which holidays and flights are suitable for you and which properties have things like ramps and specially adapted rooms. Also, if you’ve got any medical or dietary needs, they will do their best to help.
On Your Flight
If you or a member of your party is disabled, uses a wheelchair, can’t walk more than 400 metres without help, or has difficulty climbing the aircraft stairs, EU regulations say you should notify us of your assistance needs before travel. You can do this by contacting our Assisted Travel Team. You’ll need to do this at least 48 hours before your departure. Assistance can't be guaranteed if you don't let us know before this time.
Transfers If you aren’t able to use our coach transfers, we can arrange a taxi transfer if you tell us in advance by contacting our Assisted Travel Team. Bear in mind, there is a charge for this.
On Your Cruise If you’re planning a cruise and have a disability, use a wheelchair, have special dietary needs, a sensory impairment or are undergoing medical treatment, you must let us know when making your booking. Failure to do this may result in you being refused boarding on arrival at the ship. Our ships have fully equipped medical centres, but they are not designed for extensive or continuing treatment of existing conditions. We don't have wheelchairs available to hire onboard. If you need a manual wheelchair or a mobility scooter, please bring this with you. You can use both manual and electric wheelchairs onboard our cruises, but we do have a limit on the number we can carry for safety reasons. Due to health and safety regulations, our crew are restricted in the maximum weight they're allowed to lift. This means we're unable to accept any wheelchairs or scooters that don't break down into pieces, with a maximum weight of 32kg per individual piece. See Wheelchairs for more details.


See Medical Conditions and Wheelchairs.
On Your River Cruise If you’re planning a river cruise and have a disability, use a wheelchair, have difficulty climbing stairs, have special dietary needs, a sensory impairment or are undergoing medical treatment, you must let us know when making your booking. Failure to do this may result in you being refused boarding on arrival at the ship. Our ships do not have fully equipped medical centres. Please note that our ships are not wheelchair friendly and do not have a lift. If you are unable to walk unaided up and down a flight of stairs the a TUI River Cruise may not be suitable for you. Please also see Persons with reduced mobility and Wheelchairs.Baby Centre
This is a dedicated space onboard Marella Discovery and Marella Discovery 2 for parents and young children where they can make use of cots, a nursing chair and soft play area. This facility is not staffed so parents need to supervise their children.

Baby Club
These are available at TUI BLUE FOR FAMILIES, TUI BLUE Sensatori (except at TUI BLUE Sensatori Cap Cana) and selected properties with TUI Kids’ Clubs. There is always a minimum of one NNEB, CACHE or equivalent qualified staff member present. Trained staff look after under-threes for two-hour sessions throughout the day. Sessions in Baby Club are at an additional charge and can be booked in advance.
Bear in mind, wherever the Baby Club, if your child's ill, they won't be accepted in the Baby Club. Also, you'll need to supply your own nappies and prepared feeds.
We can't guarantee standards at Baby Clubs that aren't run by us.

Baby Equipment
If you're travelling to one of our TUI BLUE For Families hotels or TUI BLUE Sensatori resorts, you can book baby equipment including cots, strollers, highchairs and sterilisers. These must be booked in the UK and cost £56.

Balconies
If the description refers to a French or Juliette balcony, this means that your room will have glass doors but you won't necessarily be able to go out onto the balcony as it'll be shallow in depth.
If you’re on the ground floor, you’ll get a terrace instead of a balcony, even if it says ‘BL’ or ‘balcony’ on your booking confirmation. Health and safety restrictions mean some hotels or apartments may not put you on a high floor if you have small children. Even if you’re on a low floor, make sure you never leave your children unattended on your balcony.

Banned Airlines
To improve safety, the European Commission has banned some airlines from operating in European airspace. In line with EU directive (EC) no. 2111/2005, Article 9, we need to make you aware of the list of banned airlines. To view the list of airlines that are subject to an operating ban within the European Community, visit http://ec.europa.eu/transport/modes/air/safety/air-ban/search_en

Berth Locations
We will try where possible to berth close to the centre of a destination, however this may not always be possible, and some berth locations may require a walk or the use of public transport to reach the centre. When berthed we may be next to another river cruise ship, therefore you will be required to walk through/ across the top deck of this ship to go ashore (or vice versa). This is common practice in river cruising.

Bars
If a hotel has a bar, you may well hear some noise –even outside normal licensing hours.

Beaches
Many of the beaches in our resorts have been awarded the Foundation for Environmental Education’s Blue Flag. The programme awards beaches and marinas that meet its high standards of hygiene, cleanliness, safety and environmental management. For details, visit www.blueflag.org.
When you’re on the beach, make sure you check any flag warning systems and take local conditions into account, particularly things like undercurrents and tides. You’ll also need to supervise children at all times as most beaches won’t have a lifeguard.
Some beaches in Mexico and the Caribbean may experience an increased level of seaweed from time to time. This is known as sargassum, and is a natural occurrence which can change on a daily basis influenced by weather patterns and sea currents. Hotels which are affected work hard to clear the seaweed so you can continue to enjoy the beach during your holiday. The situation can change day to day due to nature, wildlife and local laws.
You may find that public beaches are closed at certain times, particularly in low season. Beach closures are carried out by local authorities so are beyond our control.
One more thing, you may need to pay to use some beaches, especially in Italy.

TUI BLUE FOR TWO see Adult Properties for more details.

Blessings Onboard
Please contact us for more details –the number you need is in the Getting In Touch section at the end of this guide under Finishing Touches.

Building Work
From time to time, building work is unavoidable, particularly where hotels are open all year round, and it can be noisy. If we’re aware of any work, we'll let you know as soon as possible if we think it’ll affect your holiday. This can be difficult as we don’t control the work and we’re not always told when it’ll happen and how long it will last. But if we think it’ll have a significant effect, you’ll have the option of a refund or an alternative holiday, as outlined under ‘Major changes to your holiday’ in Our Agreement With You.

Bungalows
If the description of your accommodation refers to a bungalow, this means that you may be located in an accommodation block within an annexe building separate from the main building which may not necessarily be single storey or detached.Cabins
Deck plans and photographs are provided as a guide. The size, layout and décor of the cabins may differ slightly from those shown. Generally speaking, cabins are smaller than hotel rooms, and extra berths are usually upper bunks that are accessible via a short ladder. Please bear in mind cabins with extra berths are not necessarily larger. Some can accommodate a rollaway bed – see Rollaway Beds.
Cots are available, too – see Cots.

In your cabin personal grooming items such as hairdryers, travel irons, curling tongs, hair straighteners and shavers are permitted when used with caution. However, if such devices are seen to pose a hazard, they'll be removed and returned on the last day of the cruise prior to disembarkation.

If you have more than one cabin that is adjacent or opposite to each other, then children up to 13 must be accompanied. If the cabin is separate then under 18's must be accompanied. For itineraries that include a port of call in the USA or the US Virgin Islands then under 21's must be accompanied.

We have a limited number of cabins that have been adapted for the disabled – see Assisted Travel.

Cabin reservations
You can book a particular cabin number up to 15 days before you go. Bear in mind, there’s always some background noise on a ship. This may be louder when manoeuvring ― turning the ship around, for example, or in bad weather. Cabins in the centre of the ship, and on higher decks, tend to be less affected. You can select a specific cabin number at the time of booking. Or, once you've booked your cruise, simply call us to request a cabin number. You can reach us on 0203 636 1862 8am to 8pm Monday to Friday, 9am to 6pm Saturday and 10am to 5pm Sunday. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your landline provider. We'll confirm your cabin number over the phone – there is a charge for this. Some cabins can't be booked and they all depend on availability. The price to select and pre-book your cabin is from £50 per cabin. If for any reason we can't give you your reserved cabin, we'll move you to a suitable alternative and refund your booking fee onboard. You can cancel your cruise if the cabin you wanted isn’t available but you’ll need to pay the normal cancellation charges. We set these out in Section 12 of Our Agreement With You. We don’t class a change to the cabin you’ve booked as a ‘Major Change’ to your holiday.

Some cabins qualify for extra benefits – see Suite Service. Views from certain cabins may be obstructed by lifeboats.

Cabin Supplements see Supplements.

Car Hire
Villas Collection holidays and some Small & Friendly holidays come with car hire included which will be with Enterprise for the majority of Greek islands, Alfa Car Hire for Paxos, Reflections Travel for Meganisi and Europcar for the rest of Europe. Your contract will be with them rather than us, so make sure you check their terms and conditions. These vary by country - for more information, see www.europcar.co.uk, www.enterprise.co.uk, www.reflections-travel.com or www.alfacarhirepaxos.com.

The car hire supplier may have to allocate more than one vehicle to accommodate parties of 5 or more. For an additional charge you may request an upgrade to a larger vehicle prior to departure, subject to availability. Your hire car includes unlimited mileage, Collision Damage Waiver (CDW), Theft Waiver (THW), 3rd-party insurance cover, airport and local surcharges, local government tax, 24/7 breakdown service and airport pick-up.

Europcar offer a pre-registration service on their website http://tourops.europcar.co.uk/. We recommend you complete this form to minimise the waiting time for your car upon arrival at your destination. This should be completed at least 48 hours prior to your departure from the UK. You’ll need your drivers licence details, passport details, holiday reference number and driver’s credit card details – for reference only - to pre-register.

General Conditions All rentals follow the hire car supplier's rental terms and conditions and these follow local laws. If you don’t meet all the terms of the rental agreement or break any of the terms e.g. through negligence or driving under the influence of alcohol or drugs, you’ll not be covered by the insurance. This means that you may be responsible for any costs of repairing or replacing the car and any other costs the hire car supplier incurs if the car is lost, damaged or stolen. Driving on unpaved roads is not allowed unless these roads are the access tracks to your holiday accommodation. Costs such as petrol, parking charges, toll fees, traffic fines and garage costs are not included in your hire cost. If you return the car late, you’ll have to pay extra rental charges, charged at the local daily rate. The hire car supplier does not take responsibility for the fitting of child or baby seats to any car. All taxes are subject to government policy changes. If you cancel your car rental at any time up to 7 days before your departure you‘ll have to pay a cancellation fee of £15. If you cancel your car rental within 7 days of your departure, the full amount of the rental will be charged. Bookable car rental is only available if you book more than 7 days before your departure date.

Deposits You will be asked to leave an imprint of the named driver’s valid major credit card – not debit card – to cover security based on the basic hire cost, plus CDW and THW excess charges, petrol, toll fees and extra days you book locally. This will vary depending on the type of rental car and by destination. This amount will be held on your credit card and released on the safe return of the fully-fuelled car. If you rent 2 cars, a separate credit card in the name of the driver is required. For larger cars a second credit card imprint may be required.

Insurance CDW and THW cover your responsibility for loss of, damage, theft, attempted theft or vandalism to the car. The cover will only apply if you meet all the terms of the rental agreement. You may have to pay insurance excess charges towards any claim. This amount may vary by country or car group. Insurance to reduce the excess charges can be taken out where available for an extra fee, this is called an ‘excess waiver’. Insurance does not cover tyres, windscreens, the roof, the underside or interior of the car and towing charges. You may, therefore, be liable for damage to these items. Insurance does not cover loss or theft of personal belongings left in the car. Personal Effects Insurance covering contents of the car can be taken out for an extra fee where available. Personal Accident Insurance can be taken out for an extra fee, but is usually covered by your travel insurance policy.

Out Of Hour Charges These will apply if you are collecting or returning a car, requesting delivery or collection of a car outside of the hire car supplier's locations opening hours. This will vary by destination.

Drivers Documentation And Age Restrictions A full and valid original driver’s licence in English that has been held for at least one year is required. In Malta, Gozo and Turkey, it’s at least two years, and Cyprus and Croatia at least three. Photo card licences must be supported with a counterpart licence if applicable. A photocopy or fax copy of the licence won’t be accepted. At the time of booking any endorsements to a driver’s licence such as driving under the influence of drugs or alcohol and negligence should be advised to us. Your holiday documentation and passport are required when you pick up the car. All intended drivers must produce the appropriate documentation and sign the rental agreement. A car rental voucher will be issued along with your holiday documentation. The minimum rental age for the majority of destinations is 21 years, except in Turkey where it’s 22. The maximum age for all countries is 70. There’s usually an extra charge for drivers under 25.

Additional Drivers Additional driver charges apply for 2 or more drivers. You must make any additional driver arrangements when you pick up the car. All drivers must meet the age and driving licence conditions explained in the documentation section. Only named drivers may drive the rental car.

Extras You can hire infant seats and roof racks when you get there but numbers are limited.

Car Hire With Alamo
If you book car hire for your holiday to Florida, your car hire will be provided by Alamo.

If you are booking car hire as part of your holiday to Florida, please make sure that you take into account the space needed for luggage, any baby seats, equipment (e.g. golf clubs), as well as the distance you plan to drive. It may be worth you renting a larger vehicle, such as a mini-van, if there are more than 5 people in your party, to ensure that you all get to travel in the same vehicle.

When you pick your car up, anyone driving the car will need to sign the conditions of rental.

Additional Info for All Car Hire Packages
  • Documentation: A full valid driver’s licence and passport need to be presented in order to be allowed to pick up the vehicle.
  • Locally Payable Charges: Anything you pay for locally will have airport operating fees, handling fees and taxes, plus a local sales tax.
  • Pre-authorisation Charges/Security Deposits: Any additional optional items selected at the counter will be pre-authorised (such as, GPS, Child Seats, etc). If no additionals are required, an authorisation for $1 will be taken to ensure the card is valid.
  • Additional Drivers: There’s a charge from $9.99 per day for each additional driver.
  • Child Seats: Child seats are compulsory for under-6s. You’ll need to pay $6.99 a day for each seat per day on arrival (subject to availability) with a maximum of $70.00 per every 30 day rental per infant/child seat.
  • Sat Navs/GPS: There’s a charge from $7.99 per day for Sat Nav/GPS hire (subject to availability). Locations may offer a maximum weekly and monthly Sat Nav rental fee. Prices may vary by location and are subject to change at any time by the provider.
  • Young Driver Surcharge: The minimum age for hiring a car in Florida is 21 years. Drivers under 25 years will also need to pay an additional young driver surcharge of $25 each per day. There’s usually an extra charge for drivers under 25. You’ll need to pay Alamo a deposit of $100 a week. You'll need to leave a credit card imprint when you pick up the car.
  • Returns: Alamo uses a 24–hour system. It means you need to return your vehicle by the same time as when you originally picked it up. Otherwise, you’ll have to pay an extra day’s hire at the local rate.
  • Minimum Age: Driver must be twenty-one (21) years of age to be allowed to hire the car.
  • Toll roads: There are numerous toll roads within Florida and across the USA. The renter is responsible for all charges incurred for using these roads.
  • Alamo Terms & Conditions: Full terms & conditions of your Alamo car hire can be found at http://www.alamo.co.uk/helpfulinformation/US and https://alamo.custhelp.com/app/answers/list
Fully-inclusive Car Hire This includes an air–conditioned car with unlimited mileage, automatic transmission, and radio, plus local road maps and information. Your car will come with a full tank of fuel. You can choose to simply return the car with a full tank, or pay this up front at the time of rental - the charge for this will be based on the average pump price for mid-grade fuel. You’ll also get a Collision Damage Waiver (CDW) worth approx. $26 per day and the following charges included…
  • Florida state surcharge of $2.05 a vehicle each day
  • Airport operating fees $3.00-$3.50 per vehicle plus 10% on all optional extras
  • State and local taxes
  • Liability cover, which offers 3rd-party liability protection up to a $1,000,000 maximum for each accident
  • 3rd-party liability protection, which covers any damage or injury you may cause to people or property – it doesn’t include your relatives or their property.
  • Uninsured motorist protection (UM), which covers you if you or any member of your family is injured or killed by an uninsured driver. This is up to a total of $100,000 for each accident. Family members include those related by blood, marriage or adoption.
Gold-inclusive Car Hire With this, you get everything that comes with the fully-inclusive package, plus additional drivers - so long as they’re over 25 − and one tank of fuel.

Anything you pay for locally will have airport operating fees, handling fees and taxes, plus a local sales tax. There’s a charge of $25 each day for each driver under 25. The Gold-Inclusive car hire includes up to 3 additional drivers for no additional charge. Child seats are compulsory for under-6s. You’ll need to pay $6.99 a day for each seat.
To drive in the United States, you need a full UK driving licence and must be 21 or over. It’s worth bearing in mind, laws may be different to ours – especially ones like drink driving. Also, you’ll need to pay Alamo a deposit of $100 a week. You'll need to leave a credit card imprint when you pick up the car.
Alamo uses a 24–hour system. It means you need to return your vehicle by the same time as when you originally picked it up. Otherwise, you’ll have to pay an extra day’s hire at the local rate.

Celebration of Vows
The items that are included in the package are subject to availability. Please contact us for more details - the number you need is in the Getting In Touch section at the end of this guide, under Finishing Touches. It is also possible to book this onboard, subject to availability.

Check-in
For Your Flight We recommend you arrive at the airport at least two hours before your scheduled departure time. For flights over seven hours, it’s three hours before. Regardless of the length of your flight, you need to have completed check-in at least an hour before departure.

UK airlines need to carry out enhanced security screening from certain destinations for return flights to the United Kingdom. If this applies to your flight, you'll be told whilst you're on holiday as it may mean that you need to check in a bit earlier. You might need to be at the boarding gate earlier, too.

If we think you may be under the influence of alcohol or pose a threat to passengers or crew, you won’t be able to fly. The same applies if you smoke, use insulting or abusive words before or after you board. If that happens, we won’t be responsible for your holiday arrangements and we won’t give you a refund, pay compensation, or cover any other costs. We may even seek compensation from you for any loss caused by your behaviour. This includes having to divert the plane.

It’s also a criminal offence to cause disruption on board, so you may be prosecuted. Airlines may also share details about your behaviour with other airlines, which could affect your future trips.

Online Check-in for Your Flight If online check-in is available for your flight, you'll be allocated your seats when you check-in online. Alternatively, you may be able to pay to select your seat in advance of check-in. Sometimes we may need to change the seat allocated to you for operational or safety reasons or for persons with reduced mobility. Boarding cards must be printed on A4 paper and be clearly legible with no rips or tears. You must drop your bags off before bag drop closes, 45 minutes before your flight time. Just so you know, if you choose not to use our online check-in service, we reserve the right to charge a fee for airport check-in. Please also see Section 14 of Our Agreement with You and Yours with Us.

For Your Accommodation Check-in time is usually 3pm to 4pm for hotels, unless you’re on a Simply holiday when it’s usually midday, or 2pm if it’s a villa. Depending on when your flight arrives, you may miss a meal if you've booked All Inclusive, Half or Full Board. If your flight arrives late at night, this is classed as the first night of your holiday and your room will be ready when you arrive. If you arrive in the early hours of the morning the day after your flight departed, your room may not be available until the hotel’s normal check-in time. You'll be able to use the hotel's facilities while you wait. And because you're checking in later on your first day you'll get to keep your room on the last day of your stay.

If you’re staying in a villa and expecting to arrive after 7pm, you need to call the key holder with the rough time you expect to arrive so you can make arrangements to collect the key. If you don’t, you may not be able to get into the villa until the following day.

For Your River Cruise You’ll be able to board the ship as soon as your coach or taxi from the airport arrives in the port. We’ll try our best to have your cabin ready on arrival. If it’s not, you may have to wait for a short time in the public areas. If you’ve opted for a ‘cruise-only’ holiday, it means you’ve just booked the cruise part with us and you’ll need to organise your own flights and transfers from the airport to the ship. Check-in is from 14:00 until 2 hours before the ship sets sail. When you get there look out for the TUI River Cruises flags at the entrance to the ship. Just keep in mind that there are no facilities at river cruise ports, so make a note of the check-in time on your confirmation. See Onboard Accounts for more details on checking in.

For Your Cruise
You’ll be able to board the ship as soon as your coach or taxi from the airport or hotel arrives in the port. If you’ve opted for a ‘cabin-only’ holiday, it means you’ve just booked the cruise part with us and you’ll need to organise your own flights and transfers from the airport to the ship. Check-in is from 2pm to 2 hours before the ship sets sail. See Onboard Accounts for more details on checking in.

Check-out
For Your Accommodation On the last day of your holiday, you’ll usually have to leave your room by mid-morning or noon. If you’re in a villa, you may need to leave earlier. You’ll be told the exact time when you get there. You may be able to keep your accommodation for longer, but there could be a charge. Depending on the time of your flight, you may miss a meal at your hotel. Also, you might not be able to use some of the facilities or take advantage of the full All Inclusive package.

If your flight leaves on or after midnight, you'll have to check out of your hotel room by midday the previous day. There’ll usually be a courtesy room or apartment available for you where you can change and leave your bags until it’s time to leave. You can pay for a late check–out room. They're normally available until 6pm that evening, but this varies from hotel to hotel. We recommend you book in advance as the hotel will allocate them on a first–come, first-served basis. You may be able to stay in the room you’ve had during your holiday, but you may have to move to another. The rooms will only be for you and your group to use, and will have beds and a private bathroom. Late check–out only covers the use of your room.

If you're on a Stay & Cruise holiday you won't be able to use a late check–out room at your hotel as your transfer will arrive to take you to the port.

For Your Cruise You need to leave your luggage outside your cabin the night before you leave – by 2am. On disembarkation day, you need to be ready to leave your cabin by 8am to 9am. We’ll take you to the airport in good time for your flight home. Until then, you can stay on the ship. Courtesy cabins will usually be available so you can freshen up before you leave, but if you want to guarantee a cabin you can pay extra to check out later. You’ll need to book this with Reception during your cruise. You may also have to move to a different cabin

For Your River Cruise You may need to leave your luggage outside your cabin the night before you leave - be 2am. You will be instructed on this at the beginning of your River Cruise. On disembarkation day, you need to be ready to leave your cabin by 8am. We’ll have given you your bill the night before so there’s no need to check out. We’ll take you to the airport in good time for your flight home. Until then, you can stay on the ship. Courtesy cabins will usually be available so you can freshen up before you leave, but if you want to guarantee a cabin you can pay extra to check out later. You’ll need to book this with Reception during your cruise. You may also have to move to a different cabin.

Children Onboard
On all our ships, you need to supervise your children at all times. So if you leave the ship, on an excursion for example, you can’t leave them behind. Babies and toddlers are welcome on all our ships, but we don't offer crèche or babysitting services. Please see Kids’ Clubs and Meals for more details.
Bear in mind, some of our cruises are just for adults. See Adult-only Cruises.

Child Prices
Child prices are based on selected departures within the season dates, and will only apply to the cheapest room type that occupies children. Child prices are only available for the first and second child sharing a room with two full-fare-paying adults. Any more than two children on one booking pay the adult price, count towards room occupancy, and will pick up any applicable third or fourth adult reductions or occupancy discounts. You’ll still pay full deposits, insurance, flight, room and board supplements, and any extras for all children travelling at a child price. Children qualifying for free or reduced child prices don’t count towards group offers. Child prices only count towards room occupancy for self-catering and villa holidays.

If you’re on a cruise, our child offers and prices are subject to availability and only apply when a child shares with two full –fare-paying passengers. We set a limit on our child prices, and we have a limited number of cabins with extra berths for children, so you should try to book early. You'll also need to pay a fee for an infant under the age of 2 on the date of return travel. Please note, infant fees vary dependent on holiday type. If any children in your group turn 13 after you’ve booked but before – or during – your holiday, they’ll need to pay the adult price, plus the amendment fee.

Children count towards group offers as long as they’re paying the adult fare and will pick up any applicable occupancy discounts. You don’t pay cabin supplements for children when a child price applies. But you will pay full deposit, flight fare, extra facility, hotel room and board supplements, and insurance premiums for any children who use the reduced child price.

Child Protection
We believe we have an important role to play in protecting children’s rights everywhere. Our child protection policy applies both in the UK and abroad. We train our resort staff to identify situations where children may need protection and report them to the relevant organisations. We’re signed up to the Child Protection Code www.thecode.org. This independent organisation monitors and supports our child protection activities. If you suspect any child is at risk on your holiday, please tell your Holiday Advisor or call Crimestoppers, anonymously, on 0800 555 111. For more information, visit https://www.tui.co.uk/editorial/child-protection.html.

Class Acts
These workshops vary in length depending on the activity but as a guide will usually be held over a period of at least 5 days.

Conditions Of Carriage
When you travel by air, sea or river, your journey may be subject to certain international conventions including, but not limited to, the Warsaw Convention, Strasbourg Convention, the Montreal Convention for air, and the Athens and London Conventions for sea. By law we need to give you these in ‘legal speak’ to avoid any misinterpretation. For further detail the Cruise Conditions of Carriage go to - https://www.tui.co.uk/destinations/info/cruise-conditions-of-carriage. We can supply a full copy of both if you ask us to.

Montreal Convention
This is a notice required by European Community Regulation (EC) No. 889/2002.

Air carrier liability for passengers and their baggage
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.

Compensation In The Case Of Death Or Injury There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £96,000), the air carrier can't contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it wasn't negligent or otherwise at fault.

Advance Payments If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately £15,360).

Passenger Delays In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRs (approximately £3,980).

Baggage Delays In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately £960).

Destruction, Loss Or Damage To Baggage The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately £960). In the case of checked baggage, it's liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

Higher Limits For Baggage A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

Complaints On Baggage If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within 7 days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.

Liability Of Contracting And Actual Carriers If the air carrier performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time Limit For Action Any action in court to claim damages must be brought within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

Basis For The Information The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.



Athens Convention
Your cruise is subject to the terms and provisions of the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea 1974 (“the Athens Convention”), the London Convention of Limitation on Liability for Maritime Claims 1976 ("the London Convention") and Regulation (EC) 392/2009 on the liability of carriers of passengers by sea in the event of accidents (”the Regulation”). The Athens Convention and Regulation are expressly incorporated into these Conditions and any liability we may have for death or personal injury or for loss of or damage to luggage (including vehicle), or loss of or damage to specific/mobility equipment for Passengers with Reduced Mobility arising out of carriage by sea shall be determined accordingly. In most cases, the Athens Convention and Regulation limit the carrier’s liability for death or personal injury, or loss of – or damage to – luggage and specific/mobility equipment for Passengers with Reduced Mobility and make special provision for valuables. It presumes that luggage has been delivered undamaged to the passenger unless written notice is given to us (as carrier) either (i) in the case of obvious damage, before or at the time of leaving the ship or when the luggage is returned to the passenger, and (ii) in the case of damage which is not obvious or if the luggage, or part of it, is lost, within 15 days from the date of leaving the ship or from when the luggage was – or should have been – returned to the passenger. Any damages payable by us and/or the ship owner up to the limits provided by the Athens Convention shall be reduced by the maximum deductible specified in Article 8.4 of that Convention. In no circumstances shall we – or the ship owner – be liable in respect of consequential loss and damage, detention, delay or over-carriage, howsoever caused. In cases of death or personal injury in the event of a shipping incident, where compensation is payable by the carrier, the carrier may make an advance payment up to the limits provided by and in accordance with the Regulation. Insofar as the cruise may be performed on a ship not owned by us, it is agreed that we shall at all times nevertheless be deemed a ship owner for the purposes of the London Convention, whether as amended or otherwise and as in force in any relevant jurisdiction from time to time, and so entitled to limit liability there under.

For full details please see - https://www.tui.co.uk/destinations/info/athens-convention

Cots
There’s usually room for one cot in all our hotel rooms, apartments or villas, but you’ll need to check with us before you travel to make sure there will definitely be one available when you arrive. In some countries, such as Italy, you'll need to pay a daily charge to hire a cot. If you’re staying in a villa in Florida, you’ll need to pay to hire a cot by credit card, before you travel. If you decide to bring your own travel cot, bear in mind there’s no extra luggage allowance for these and the airline will charge extra if you go over your limit.

We don't charge for cots on our ships, but you'll need to book a cabin with enough floor space for one. See Cabin Reservations in the Getting In Touch section. Remember, you’ll still need to make separate arrangements for the hotel if you are on a cruise & stay or stay & cruise holiday.

Crèches
These are available at some properties but unfortunately not on our cruise ships. At TUI BLUE For FAMILIES, NNEB, CACHE or equivalent staff look after under-threes for two-hour sessions throughout the day. Sessions in TUI crèches cost £12 each and you can book them in the UK or in resort if they're available. Plus there's a discount when you book three, six, nine or 12 two-hour sessions in the UK. Nine sessions or more can only be booked on two-week holidays.


Customer Welfare
See Assisted Travel.Data Protection
All details provided by you will be held by us and used in accordance with our Privacy Notice. We will process personal data about you and members of your party so that we can manage your account or booking, provide you with our products, services and/or any other travel arrangements booked with us. By providing other people’s personal data, you must be sure that they agree to share their data with us and, where appropriate, they understand how their personal data may be used by us. For more information, please refer to our Privacy Notice available on our website or upon request in our stores.

Delays
Depending on airport facilities, we provide light refreshments for a delay of 2 to 4 hours, a meal – or vouchers for a meal – for 4 to 8 hours, overnight accommodation for delays of 8 to 12 hours if it’s necessary and possible.
If a delay is longer than 5 hours, you can cancel your flight and we’ll refund the flight part of your holiday. We’ll only refund the whole cost of your holiday if we change or cancel your holiday. We set out exactly what this means in Our Agreement With You.
If you’ve booked your complete cruise holiday – including flights, transfers and the cruise itself – with us and there’s a flight delay, we’ll attempt to get you to the ship where possible.
See Insurance for more details.

Deposits
As well as the deposit you pay when you book, if you're staying in an apartment or villa, you may also be asked to pay a deposit in local currency when you arrive. If you’re on a Scene holiday, you may be asked to pay a deposit – in cash – even if you’re in a hotel. Some hotels require a credit card swipe or cash deposit when you check in. Deposits cover all, or part of, the replacement costs for things being lost, broken or damaged. It’s also to take care of any unusual cleaning charges. You’ll get it back when you leave, or with an amount deducted if necessary. The property needs to be inspected before you leave. In some cases, your deposit will be returned to you by post. Unfortunately we can’t accept responsibility for any disputes which may arise, although we’ll try to help you to resolve them. You’ll find details of the amount and type of deposit for each property on our website, or you can call us.
See Low Deposit Offer for more details on the deposit you pay when you book.

Disability Assistance
See Assisted Travel.

Disney
If you’re not staying at a Disney onsite hotel, you can only make reservations once your tickets are paid for. If you pay in full when you book, your My Disney Experience reference numbers will be made available to you within seven days. If you booked on our website, they’ll be emailed to you, and if you booked in one of our TUI Stores, your Travel Advisor will give them to you. If you choose a deposit-only ticket, your reference numbers will be ready no sooner than 56 days prior to departure. Please note that reservations are limited in capacity, subject to availability and are not guaranteed until they’re confirmed.

Disney All Inclusive
See All Inclusive Hotels

Dress Code
Men may need to wear full-length trousers, shirts with sleeves, and shoes for dinner in most hotels and apartments. For dress codes onboard your cruise please refer to pages 26-27. See Gala Meals for more details.

Dress Code for TUI River Cruises
During the day the dress code is relaxed, but please note you cannot wear beachwear in the restaurants. Come evening, things get a little smarter. Men need to wear long trousers or smart tailored shorts, a shirt or polo shirt, and closed shoes. There are also events, like our gala dinner, where you’ve got the option of dressing formally.

Drinks Package
See All Inclusive Drinks Package.

Drinks Package for TUI River Cruises
The standard drinks package includes soft drinks, tea, coffee, beer and wine with meals. In summer 2022 and summer 2023, all sailings on TUI Maya will be All Inclusive, as standard. In winter 2022-23, sailings on TUI Maya will be Full Board Plus. You can book the All Inclusive package when you're on board or before you travel. Every person on the booking must be included. In addition to the standard drinks package, the All Inclusive package includes draught beers (e.g. Warsteiner, Guinness, Somersby Apple Cider), branded spirits (e.g. Vodka: Smirnoff, Absolut; Gin: Bombay Sapphire; Whisky: Jack Daniels, Glenfiddich; Cognac/Brandies: Hennessy), cocktails and premium Lavazza coffee. If you don't upgrade, you can still buy these drinks on a pay-as-you-go basis. Drinks are available from all bars, lounges and restaurants. If you order alcoholic drinks from 10am until midnight, and coffee, tea and soft drinks whenever the bars are open. The All Inclusive package only applies while you're on the ship it'll be charged to your onboard account. If you upgrade to the All Inclusive package, and you are in one of the following cabin categories, then your minibar is also included: Deck 1 Superior; Superior French Balcony and French Balcony Suite. Free or discounted offers are available on selected holidays, dates and departure airports, subject to availability, and can be withdrawn at any time.

Duty Free
You can't take duty-free cigarettes, tobacco or cigars into Barbados unless you are joining one of our cruise ships on the day of your arrival.Early Check-in
See Day-before Check-in.

Entertainment Onboard
Each cruise itinerary has its own entertainment programme but you’ll need to bear in mind, if you’re combining two itineraries in winter, November - April, to make one holiday, you may find some of the acts are repeated. Also, just so you know, we may need to change guest acts and speakers.

ESTA
See Visas.

Extra Charges
The key aspects of your holiday will be included in the price when you book – see Prices for details. But it’s important to point out you may have to pay extra for some things when you get there. For example, you might want to book an excursion, use a safety deposit box, or enjoy something from the minibar or cabin/room service. Safety deposit boxes on your cruise are included with no extra charge. You may also need to pay extra for things like sports, beauty treatments and classes. If we’re aware you’ll need to pay extra for a particular activity or facility, we’ll show you by adding an asterisk after the item.
See Meals and All Inclusive Hotels for more details.Facilities
At certain times during your cruise some facilities may be unavailable due to operational reasons. For example, when going under low bridges the use of the top deck will be unavailable until we have safely passed through. On some itineraries this means that the top deck may be down for the majority of the sailing, due to the number of bridges along the river.

Family Rooms
These are generally for two adults and two children. They’re available in selected accommodation but when hotels are fully occupied, family rooms may be limited. Bear in mind, family- and 4-bedded rooms might not be larger than standard rooms. See Cabins.

Family Life
Please see TUI BLUE FOR FAMILIES.

Finishing Touches
You'll need to book them at least seven days before departure and pay for them in full when you settle your invoice.

Flight Times
Actual flight times are on your tickets. They are local times based on the 24–hour system. We can’t guarantee the flight times in our brochure, on our website or on your booking confirmation won’t change, so please always check your tickets.

Flying With Children
Infants less than 14 days old are not allowed to travel. Any child over 14 days and under two years old on the date of their return travel is classed as an infant. Infants must sit on an adult’s lap and wear an extension seatbelt. If your child reaches their 2nd birthday while you’re away you’ll need to allow for this when you book. All children aged two and above must have their own seats on the plane. If you've paid for an additional seat for your infant, you can use your own car seat as long as it has a single release harness. It needs to be facing forward on the aircraft seat, designed to be secured by lap belt alone, and must conform to EU safety standards. You'll also need the instruction leaflet to show the cabin crew if they need it. The seat mustn’t be more than 16 inches or 40cm wide. You can’t use carrycots and deluxe child car seats, as they won’t fit. The use of car seats will be at your airline’s discretion. Airlines registered outside the UK may have their own rules. Call TUI for information on approved car seats. You’ll find the number at the end of this guide.

Football Academy
Our Football Academy is available at selected TUI BLUE for Families hotels, and consists of five football training sessions, at a cost of approximately £60. You'll need to register your child, and we may need to cancel courses if there isn't enough demand.


Free All Inclusive Upgrade
See All Inclusive Drinks Package.

Free Cabin Upgrade Offer
On selected departure dates and during certain booking periods it's possible to book a cabin upgrade offer. This means you can book a higher grade of cabin at a reduced price.
See Special Offers.

Free Child Places
These are only available for selected holidays in selected accommodation, and only where the child is sharing a room, apartment or villa with a minimum of two full-fare-paying adults. You’ll need to pay a deposit but we deduct this from your final balance and will refund this when you pay for your holiday in full. Our free places don’t include flexible dining, meal supplements, insurance, in-flight meals or any other extras. Plus, you need to pay the 'Select Your Seat' option for the child if you need this. If you change your booking, free child places on your new booking will depend on availability. If your first child goes free, your second child still pays the second child price. Not able to be combined with other selected discounts or special offers.
See Special Offers.Gala Meals
Many hotels and apartments host gala meals over the Christmas and New Year period. Bear in mind that men will probably have to wear a jacket, shirt, tie and full-length trousers.
You’ll see if the meal's included by checking the individual property descriptions. If you’re on a cruise over the Christmas and New Year period, they’ll be included.

Geo Codes
We've plotted latitudes and longitudes as accurately as possible. But for some hotels, villas and apartments the website map may pinpoint the centre of the nearest town instead of the actual property, so make sure you read the location description too.

Green & Fair
Hotels labelled as Green & Fair are those which are certified as sustainable by an independent organisation. This process involves a third-party assessment to certify that the hotel complies with the Global Sustainable Tourism Council (GSTC) criteria or an equivalent standard. The GSTC criteria serves as the global standards for sustainability in travel and tourism and covers four main areas of impact, namely, sustainable management, environment (including conserving resources, reducing pollution and protecting biodiversity), social and economic benefits to the local community and cultural heritage. For every holiday sold to a Green & Fair hotel, TUI makes a donation of £1 per adult and 50p per child to the TUI Care Foundation.

Click here to find out more about Green & Fair Hotels and to see the latest list of certified hotels – including the name of the certification body for each hotel. You should know that we review our portfolio of Green & Fair hotels three times a year and grant the Green & Fair label to any hotel certified at that time.

We’re also members of Sustainable Aviation, a UK initiative that sets out the collective, long-term strategy of UK aviation to tackle the challenge of ensuring a cleaner, quieter, smarter future for our industry. You can find more information at www.sustainableaviation.co.uk.

Group Offers
You may qualify for discounts if there are –
  • 10 or more adults in your party for short, mid and long haul destinations
  • 10 or more in your party for cruise holidays
Group discounts apply only at the time of booking. When you’re about to book, ask your Travel Expert to contact our Groups Department. Or call our Groups booking line yourself – you’ll find the number at the end of this guide. Unless you’re on a cruise holiday, groups of more than 20 can have a special service from a representative at the accommodation, a private get-together and greeting on the first day, and discounts on resort excursions. Of course, group discounts are subject to availability and we may withdraw them at any time.

We base discounts on how many are travelling and everyone needs to travel on the same date. Their holidays must be for the same length and to the same accommodation. If it’s more convenient for them, we can sometimes make arrangements for large groups to leave from different airports. They may not be available in conjunction with any other offers. Cancellations within your group may mean a drop or a removal of your discount, and the people who cancel will need to pay our standard cancellation charges.

One last thing – if you’re on a cruise and want your cabins to be close to each other, you’ll need to reserve your cabin numbers before you go.Henna Tattoos
Some resorts or hotels in which we operate may offer henna tattoos. We don’t recommend or endorse these services. But, if you decide to get a tattoo, please make sure that the henna being used is brown and not black. Black henna may contain chemicals that are known to cause skin irritation and burns.

Holiday Villages
Our full Holiday Village programme will end on 31st October each year. Some of the hotels will stay open after this date but will be run as standard hotels without the Holiday Village programme. Please check the individual property descriptions for details.

HV Crew
The HV Crew will make sure there's a mix of supervised daytime and evening activities for 12 to 15-year-olds. You may need to pay a bit more for any additional activities and excursions when you get there.In–flight Entertainment
We have in–flight entertainment on all of our TUI long haul flights. For more details, contact TUI – you’ll find their details at the end of this guide.

Infants
If you’re flying with TUI Airways on one of our package holidays, infants under 2 get 10kg* hold luggage, and no hand luggage. If you’ve booked a flight only, there's no hold or hand luggage allowance for infants.

As an accompanying adult, you can bring a collapsible pushchair onboard, however, this will count towards your own hand luggage allowance. The dimensions must be no more than 55x40x20cm, and it can’t weigh more than 10kg. You also have the option to check this in with your luggage, or take it to the aircraft door where we’ll pop it in the hold for free. Please let the check-in staff know which you prefer on the day.

*For the full terms and conditions, see our luggage allowance page.

Just so you know, TUI Airways flights have a flight number that starts with TOM or BY. If you’re not travelling with TUI Airways, you'll need to check your airline's luggage allowance policies.

See Child Prices and Cots.

Insurance
You’ll need to take out a suitable insurance policy for you and anyone travelling with you. This includes infants and children. We’ll tell you about our insurance policy when you book. If you choose not to take out our insurance, you’ll need to tell us who you’re insured with. When checking in online for your cruise, you will be asked to input your insurance policy number. We can’t accept responsibility for any loss that you or anyone travelling on your booking suffers if the individual isn’t adequately insured. As with all insurance policies, terms and conditions apply, so you need to make sure you’ve got the right policy for you. See Delays for more details.

If you're travelling to the European Economic Area you’ll also need a European Health Insurance Card. You'll get a new UK Global Health Insurance Card (GHIC) instead of an EHIC. You can apply at www.gov.uk/european-health-insurance-card. Visit www.nhs.uk/ehic for full details on what it covers. You do not need to apply for a GHIC if you already have an EHIC. Your EHIC remains valid in the EU until it expires. An EHIC or GHIC is free of charge. You’ll need to have both this card and adequate travel insurance. If you’re on a cruise holiday with us, the European Health Insurance Card isn’t accepted in private medical centres on our ships.


Interconnecting Rooms
These are two rooms with a lockable connecting door between them. They're available at selected accommodation for a small supplement. If you want to book, interconnecting rooms, you'll need to book and pay for two of these rooms.

International Football Academy
See Football Academy.

Itineraries
The arrival and departure times shown in the brochure are correct at the time of print but may change. The activities we describe at ports may not always be possible - due to the time spent in port or other factors outside of our control such as bad weather - and are always subject to availability. Sometimes we have to alter the time in port, the order of ports or substitute ports entirely due to bad weather, port congestion, public holidays or other operational reasons. If we alter the time in port it will mean that certain trips will only be possible if there’s enough time to do them. Sometimes it may be necessary to anchor or tender off shore rather than dock. It may not be possible to complete full river cruise itineraries due to low or high water. In the case of low or high water, we will make every effort to complete the itinerary via coaches. If we can complete it via coaches then refunds won't be available. These changes can happen before or during your cruise. In exceptional circumstances we may have to change your ship. See Local Laws for more important information about itineraries.Junior Suites
When we advertise a Junior Suite, it means you’ll get a bedroom with a sitting area and a bath or shower room.Kids' Clubs
No matter which kids’ club you’re looking at, there are certain things to bear in mind.
  • Children who are unwell won’t be accepted
  • If your child has a disability, we will do our best to look after them but please check with us before you book that the club can accommodate your child's particular needs
  • Sometimes, even when you have checked in advance, there may be reasons why the club can no longer accommodate your child's particular needs. When this happens we will do our best to include them in as many activities as possible but you may need to stay with your child to provide the care and attention that they require.
  • If your child has an allergy or any other special requirements, please let us know when you sign them into the kids' club for the first time
  • Staff aren’t authorised to administer medication or change nappies, so you’ll need to return to the club to do this if necessary
  • You must register your child for all activities, sign them in at the start of the session, and out at the end
  • You must stay within the complex or on the ship while your child is in the club and also leave details of your whereabouts in case you’re needed
  • Activities may have to be cancelled, numbers limited and a rota introduced. This may be for health and safety reasons or at particularly busy times.
  • If a kids’ club is an important part of your time away, it’s worth checking club availability before you book your holiday
  • Even if you've booked a package holiday with us, you may still need to pay extra for some activities and sessions when you get there. If you haven't booked a package holiday with us, you'll also need to pay for your child to join the club itself. As for our cruise holidays, you won't need to pay for your child to join the club on the ship, no matter what type of cruise holiday you've booked.
Hotel-run Kids’ Clubs Only clubs run by us meet our specification, which include strict staff to child ratios. Standards and facilities at hotel-run clubs vary. You should make sure you’re satisfied with the facilities and staff providing the service before enrolling your child. Unfortunately, we’re unable to take responsibility or guarantee that standards at hotel-run clubs meet UK standards.

TUI Kids' Club We split our Kids' Clubs by age. Until summer 2022 – Bamse Club is for ages 3-5 and @611 for ages 6-11. After Summer 2022 – Minis for 3-6 years and Maxis for 7-12 years. It's with two hours of daytime activities, five days a week. For evening activities, sometimes it's 90 minutes to 3 hours of activities up to three times a week. Sometimes we'll combines ages for activities but it won't affect our strict staff-to-children ratios. We'll have two staff on hand at all times. In our hotels, our club activities run from 1st May to 31st October, unless the property description says otherwise. We may need to finish activities before the end of October if there isn't enough demand.

Kids' Club at TUI Blue for Families and TUI BLUE Sensatori The Kids' Clubs at these hotels offer the same as above, but they also have Teens activities in The Hangout for 12 to 16-year-olds.

Cruise Kids’ Clubs Marella Discovery has a Kids’ Club, for three to 11-year-olds, with two hours of daytime activities, five times a week.

Kids’ Dens
You’ll need to pay a deposit of around £50 and leave your passport, or pay a full deposit of £200 when you arrive, to use the games console, controllers, memory card, games and DVDs. You can pay this by credit or debit card, or in cash – in £ sterling. You can have a maximum of two items – games, CDs or DVDs – at any one time, and you can exchange items throughout your stay. Before you leave, a member of staff will check your room to make sure all the items in your Kids' Den are accounted for, and in the same condition as when you arrived. You’ll have to pay for any missing or damaged items at prices specified in resort. In some destinations, the games consoles and TVs use NTSC operating systems, so European PAL games and DVDs won’t work. But don’t worry, the games and DVDs we provide will.Late Check-out Rooms
See Check Out.

Lifts
All of our ships have lifts - you can check where they are on the ship deck plans. Please note there are some areas of the ship which may not be accessible by lift. For full accessibility details on all of our ships, visit www.accessable.co.uk/marella-cruises. Some of our hotels don’t have a lift. If stairs are a problem for you, please ask us for details before you book so we can suggest a suitable property.
TUI River Cruises do not have lifts. If stairs are a problem for you, please ask us for more details before you book. See Assisted Travel and Persons With Reduced Mobility for more details.


Local Laws
Sometimes local laws, religious customs or events mean facilities aren’t available. For example, in all Muslim countries during the month of Ramadan, bars and restaurants – including hotel restaurants – change their opening hours. You may not be allowed to eat, drink or smoke in public areas during daylight hours either. Chewing gum is banned in Singapore, drinking and gambling ages vary by destination, and in some countries, the use of e-cigarettes is prohibited - please see the Smoking section. It’s a good idea to find out more before you travel. As for our cruise itineraries, you’ll need to abide by the laws and customs of each country we visit. This especially applies to the Islamic countries that we visit as part of our Dubai and Asia sailings, including the UAE, Oman, Qatar, Bahrain and Jordan. We advise you to dress modestly when out and about in these destinations, covering your shoulders and knees. Things like offensive gestures, shouting, drunken behaviour and kissing in public should be avoided. When visiting religious sites you may be asked to cover arms and legs, and women may need to cover their hair. For the most up-to-date information, we recommend you check www.gov.uk/foreign-travel-advice. Sometimes public holidays and events mean we have to change our itinerary or miss the port altogether. See Itineraries.

Lost Property

If you leave something behind on the plane during your flight out, you’ll need to contact the overseas airport and ask them to check their lost property. If it’s on your flight home, let us know and we’ll do our best to track down the item for you. If you leave what we class as a ‘valuable item’ at your hotel or on one of our ships, like a camera, a laptop or a wallet, we’ll do our best to find it for you. If your item is found, you'll need to contact the hotel to arrange for it to be returned, and there may be a charge for this. If we can’t find your item, we’ll send you a statement to support your travel insurance claim. For help with lost property from your cruise, contact After Travel Customer Support – see the Getting In Touch section.

Luggage
This section explains how much you can take, what you can pack, and how to keep your valuables safe. Please make sure you know your limits so your trip can get off to a smooth start. Luggage allowances vary, and could change, so please check when you book.

If you’ve booked on or after 21st December 2023 and are travelling from 1st May 2024 onwards, all our packages now include at least 20kg of checked-in luggage when you fly with TUI Airways. If you’ve booked a TUI BLUE, Sensatori by TUI BLUE, Holiday Villages, A La Carte or a TUI River Cruises package with TUI Airways flights, you’ll get 25kg of luggage allowance per person. If you’ve upgraded to Premium on long-haul flights with TUI Airways, you’ll also get 25kg of luggage, regardless of the holiday type. All Marella Cruises and Marella Cruise & Stay holidays have a 20kg luggage allowance per person. Couples who’ve booked one of our wedding packages will get 25kg hold luggage each when flying with TUI Airways. Just so you know, TUI Airways flights have a flight number that starts with TOM or BY.

Flying with children? Our luggage allowances apply to all customers over the age of 2 years old.

If you’re not travelling with TUI Airways, you’ve booked before 21st December 2023 or you’re travelling up to and including 30th April 2024, check your booking confirmation e-mail or Manage My Booking to see your checked-in luggage allowance.

You can buy extra checked-in luggage allowance in 5kg amounts if you need more space - you'll need to do this at least 3 days before departure. Also, if you're booking a TUI Tours or Multi-Destination holiday, remember to check your allowance. This is because your luggage allowance on any flight that forms part of the itinerary may be lower than the luggage allowance on your flights to and from the UK.

You can share your hold luggage allowance with others on your booking, but no single bag can be more than 25kg. This is for health and safety reasons. If you have booked extra luggage allowance, you still need to make sure each bag is under 25kg, otherwise check–in staff won’t accept it. Also, we can only accept luggage if it's packed and secured in suitcases or bags, and we believe it can stand up to reasonable handling. Otherwise, we may ask you to sign a disclaimer before we can take it. This also includes any bags we believe are already damaged.

As for hand luggage, you can take one item on your flight. The maximum dimensions are 55x40x20cm. Your allowance is 10kg per person on all TUI Airways flights. If you're flying with another airline, please check their hand luggage policy or refer to your booking confirmation. You can't buy extra hand luggage allowance. You should be able to lift your hand luggage into the overhead storage compartments yourself. Other bags, such as handbags or laptop bags, must fit in your single item of hand luggage. There are restrictions on what you can carry in your hand luggage so make sure you read the information that comes with your booking confirmation. For example, you should pack valuables in your hand luggage – never your checked luggage. This includes money, jewellery, computers and important documents. Your airline won't be liable for loss or damage to valuable or fragile items packed in hold luggage, no matter how it’s caused.

*For the full terms and conditions, see our luggage allowance page.

Just so you know, TUI Airways flights have a flight number that starts with TOM or BY. If you’re not travelling with TUI Airways, you'll need to check your airline's luggage allowance policies.

Bonded Luggage on our Cruises

If your cruise is sailing from the Caribbean or Dubrovnik, your luggage is transported as part of our bonded luggage service. If your cruise does have bonded luggage, then we’ll notify you of this in your booking confirmation. You must make sure that the luggage label available to you 14 days before travel is secured to your luggage. Once you’ve checked it in, it’ll be security sealed and transported for you. You don’t need to collect your luggage at your arrival airport, as it will be delivered directly to your cabin.

Other Airlines If you’re not travelling with TUI Airways, check your booking confirmation e-mail or Manage My Booking to see your checked-in luggage allowance.

Excess Luggage and Sports Equipment There may be a charge for excess luggage and sports equipment. Whether or not we can carry it will depend on capacity on the day. You can arrange to take golf clubs, windsurf boards, diving equipment and other sports equipment on your flight. If you don't book, you may still be able to check your own equipment in. But we can’t guarantee this and there’ll be a charge. Bear in mind, any problems with excess luggage charges need to be sorted out at the airport. We can't guarantee you'll be able to take bulky sports equipment with you on the coach to your holiday accommodation, and there may be an extra charge.

Sailing with TUI River Cruises? You’ll need to contact us to make sure you can take these extra items as, due to limited space onboard the ship, bulkier items may not be permitted.

Lost and Damaged Luggage Please report any lost luggage or damage to us within seven days. If not, under the terms of the Montreal Convention, we won’t be liable. See Montreal Convention for details. If your luggage is damaged on your way back to the UK, you need to complete a Property Irregularity Form (PIF) at the airport and keep a copy of it for insurance purposes.

If you’re on a cruise holiday and your luggage is damaged between the coach and the ship, you need to report this to reception as soon as possible to help with any insurance claims.

Low Deposit Offer
This offer is per passenger. We can change or withdraw this offer at any time. The rest of the deposit will be due within eight weeks of you booking your holiday. If you cancel your holiday you still have to pay the full deposit.

Low Season
You may find that if you’re travelling outside of peak holiday periods, some facilities, both in your hotel and resort, may not be available and entertainment may be more low-key. Hoteliers may remove facilities at certain times due to low demand. These can include restaurants or bars and can be sudden, implemented by hotels on the spot without any prior notice.

Low season is usually May and October for short and mid-haul destinations like Spain and North Africa. For long haul destinations such as in the Caribbean and Mexico, low season tends to impact other months including January, May, September, October and November. However, unforeseen circumstances or lower-than-expected hotel occupancies can happen at any time, so facility closures are not limited to these specific months.

www.gov.uk/foreign-travel-adviceMeals
On Your Flight
TUI includes meals on long haul flights. Please let us know when you book if you require any children’s meals. Just so you know, we don’t provide meals for under-twos so you'll need to bring something with you. Remember to tell us if you have any special dietary requirements. We can’t guarantee we’ll be able to meet them, but we’ll do our best. For group bookings, everyone in your party will need to either book in advance or decline the meal. For all other flights, we offer a range of snacks and drinks to buy onboard.

At Your Hotel Meals are usually served in the hotel's main restaurant. The set–up here may change from buffet to waiter service, or vice versa. For à la carte restaurants you may be limited to a certain number of visits per stay and you may need to make a reservation. You may need to pay extra for these, too. Not all of the hotel’s restaurants will necessarily be open at the same time. Meals for infants are not included in the price of your holiday so you’ll need to make your own arrangements. Full Board Plus includes a Continental breakfast, lunch and dinner with drinks included during mealtimes. Full Board includes a Continental breakfast, lunch and dinner. Half Board includes a Continental breakfast and dinner – or lunch, if you wish – at some hotels. Bed & Breakfast usually means Continental breakfast.

On Your Cruise All meals are included – see the individual ship pages. There’s a cover charge at the speciality restaurants on all our ships. You can expect to pay from £12 to £45 for a three-course meal.

On Your River Cruise All meals are included - see the individual River Cruise pages.

Medical Conditions
On Your Flight
If you have a medical condition, a serious illness, or you’ve recently had surgery or an accident, you'll need to be cleared for travel by the airline. You may also need a ‘Fitness to Fly’ certificate from your GP. Conditions that need medical clearance include respiratory, coronary or infectious illness. You’ll need to give your request for medical clearance to the airline at least four working days before you’re due to fly. If you're unsure what conditions require medical clearance, it's best to contact our Assisted Travel Team before you book - their number is at the end of this guide. We also recommend that you contact your doctor before you book if you've got any concerns about your health.

The risk of deep vein thrombosis while flying is extremely low but is still a serious medical condition. DVT is when a blood clot forms, usually in the lower leg, sometimes because of sitting still for a long time. It needs treatment with blood-thinning drugs to prevent clots breaking off and travelling to the lungs. You can take precautions to reduce the risk. People most at risk include those with a history of bronchial or circulatory problems, thrombosis, those recently hospitalised, smokers, the obese, those with congestive heart failure, a malignant disease, pregnant women or women taking the contraceptive pill. To reduce the risk, exercise your legs from time to time, or walk around if possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you think you may be particularly prone to DVT.

If you think you might need to ask for therapeutic oxygen during your flight, please contact your airline for details at least one month before your departure date. TUI does not charge for this, but you must request it in advance so we can confirm that it’ll be available for you. Contact our Assisted Travel Team for more information – their number is at the end of this guide. See Special Requests for more details.

On Your Cruise Just so you know, as part of online check-in we will ask you to declare any pre-existing medical conditions. All ships have a medical centre with an English-speaking doctor. There's a charge for all treatments and the first £1000 of your bill will be payable to the medical provider onboard. Please note we don't accept the European Health Insurance Card (EHIC) or the Global Health Insurance Card (GHIC), on board. Our medical centres are well equipped but not designed for extensive or continued treatment of existing conditions.
If you’re planning to use a medical centre on shore, remember to take your insurance claim form. If you’re concerned about seasickness, ask your doctor or pharmacist for advice before you go. It’s worth pointing out you won’t be able to board if you’re showing signs of a contagious disease.

On Your River Cruise Medical centres are not available onboard the River Cruises. If you’re planning to use a medical centre on shore, remember to take your insurance claim form. If you’re concerned about seasickness, ask your doctor or pharmacist for advice before you go. It’s worth pointing out you won’t be able to board if you’re showing signs of a contagious disease.

At Your Destination If you have specific medical needs, think about whether the healthcare system in the destination you're looking at is likely to be able to meet those needs, if you have any problems while you're away. Consider things like the country's state of development and its size. You may find it helpful to look at www.gov.uk/browse/abroad/travel-abroad.

Baby Equipment
If you're travelling to one of our TUI Family Life hotels or SENSATORI by TUI BLUE resorts, you can book baby equipment including cots, strollers, highchairs and sterilisers. These must be booked in the UK and prices range from £10 to £25.

Mobility Assistance
See Assisted Travel.

Money Exchange
At Your Hotel
If you want to change money when you get there, check the property descriptions to find out if you can do this at your hotel.

On Your Cruise
Our ships use sterling onboard. You can change a small amount of cash onboard, but please note you can't use a debit or credit card to change money.

On Your River Cruise Our ships use sterling onboard and are cashless. As such, money exchange facilities are not available onboard, so please ensure you arrange any money exchange requirements prior ro your departure from the UK.Night Flights
See Check-out.

Nile Cruises
Dress Code
When visiting mosques or churches, you need to keep knees and shoulders covered. In the evening, smart casual dress is fine for dinner on the boat, but men will need to wear full-length trousers.
Meals
The dining set-up is Full Board and meals are usually buffet breakfast and lunch, with a set menu with waiter service for evening meals. Some boats serve an Egyptian buffet once a week, offering local specialities and some also offer afternoon tea and biscuits. The food served tends to be European in style. Unfortunately there isn’t a wide choice for vegetarians or vegans. In terms of drinks, there’s a selection of soft drinks, together with tea, coffee and bottled mineral water. As Egypt is a Muslim country, the majority of alcohol is imported and therefore more expensive than in the UK. Egypt produces its own wine and beer for a slightly cheaper price.
Money We use a tab system where you bill things to your cabin and settle up at the end. You can use any major credit cards but you may find there’s commission of 5%.
Onboard Facilities
Boats offer a laundry service, which you have to pay extra for. The electricity on board is 220V, so you’ll need to bring a European-style, two-pin adaptor as you can’t get one in Egypt. You can store your valuables in a sealed envelope in the boat’s main safe.
Extra Charges
At some sites there’s a charge for using a camera and video camera. Also, flash photography isn’t allowed at some of the places you’ll visit. Tipping is standard practise in Egypt. Onboard we suggest you tip the crew at the end of the cruise, rather than as you go along.
Health And Safety
Getting on and off the boats may mean walking through other boats. Areas where the boats dock may be uneven. We don’t recommend Nile cruises for wheelchair-users or those who have difficulty walking as there aren’t any lifts and there are a lot of gangplanks and gangways. All of the boats have a basic first aid kit but it’s a good idea to bring a small kit with you, containing basics such as mosquito repellent and stomach upset remedies.
Checking-in At Your Hotel After Your Cruise Check-in time in Egypt is 3pm. So, although you may leave your boat before then, your room may not be ready when you get there. We suggest you pack your swimwear and other useful items in your hand luggage so you can relax by the pool while your room is being prepared.
Extra Information There are a few other things to bear in mind…
  • Itineraries and excursions may change for reasons beyond our control.
  • There may be delays, particularly at Esna Lock.
  • The exact boat for your cruise may vary from those we show. They’re just to give you an idea of the size and type of boats available.
  • In port, cruise boats will dock together, sometimes ten abreast, and this can obscure the view from your cabin.
  • During sailing, you may hear some engine noise in your cabin.
  • You may share your boat with other nationalities.
  • Although we don’t accept bookings for children under 12, other companies may do so.
Official Ratings
Each country has its own system for rating properties. We’ll always publish any official ratings where they’re available, usually as stars. But there are a few things we need to tell you on this front. Hotels in Corsica are graded under the official French star system. They’re based on what facilities are available rather than their quality. In Italy, meanwhile, you won’t find any official ratings for some properties, like old villas and farmhouses that have been renovated. In Greece and Turkey, you’ll also find reference to A to C instead of stars, with A being the best. This is based on facilities and ground space.

Onboard Accounts
Our ships are cashless and prices onboard are in pounds sterling. There are limited exchange facilities so you can change small amounts of money - in cash - to use ashore. You can charge everything you buy onboard during your cruise to your cabin account. Accounts are opened when you board the ship and can be settled in cash or by credit/debit card. To settle your account with cash we’ll need a £200 per cabin deposit for each week of your cruise. On all Marella ships we accept Visa and Mastercard credit and debit cards. You just need to register with your credit or debit card when you check in online or at the ship.

Our river cruise ships are cashless and prices onboard are in pounds sterling. You can charge everything you buy onboard during your cruise to your cabin account. Accounts are opened when you board the ship and can be settled in cash, or credit or debit card. To settle your account with cash we’ll need a £200 per cabin deposit for each week of your cruise. On all of our ships we accept Visa and Mastercard credit and debit cards. You just need to register your credit or debit card when you check in.

Onboard Spend
We have this special offer on some of our cruise holidays, subject to availability. The way it works is an amount of money is credited to your onboard account at the start of your cruise. This credit is only available to adults. It can’t be transferred to anyone else and can’t be refunded. See Special Offers.Passports
The name in your passport must match the name on your ticket otherwise you may not be able to travel and your insurance could be invalid. If someone in your group changes their name after you have booked, tell us and we’ll issue the ticket in the new name. If you’ve already received the ticket, return it and we’ll send one with the correct name. There may be a fee for this change. British Citizens must hold a valid 10-year passport. British passport holders travelling to any EU country require at least six months validity on their passport on the day of travel. Some countries outside of the EU require a British passport to have a certain period of validity left on it, or blank pages. Please visit gov.uk/foreign-travel-advice for advice by country. Other nationalities should check with their own governments. It is also your responsibility to check whether you need a visa to enter your destination country.

British Citizens under 16 years old, including newborn babies, are required to have a child passport. The child's passport will initially be valid for 5 years, but can be renewed for a further 5 years at the end of this period. You can visit the gov.uk/ website for further information and how to apply.


Passenger Assistance
See Assisted Travel.

Persons with reduced mobility on a TUI River Cruise


Our river cruise ships are not wheelchair friendly and do not have a lift. There are no wheelchair accessible cabins available. When in port our ships could be moored alongside other ships and disembarking could involve walking across gangplanks and decks of other ships and may include walking up and down a flight of stairs. Our river cruise destinations include many places with cobbled streets, uneven paving and are on a steep incline which could cause difficulties for anyone with reduced mobility. If you are unable to walk unaided up and down a flight of stairs then a TUI River Cruise may not be suitable for you. If you are a wheelchair user and planning on taking a river cruise with us please contact our Assisted Travel Team to discuss your booking further.

Resort transfers If you're taking any large mobility aids, you'll need to book a taxi transfer to your river cruise ship as you can't take them on the coach. There's an extra charge for this and please remember you can't use the wheelchair or scooter onboard the ship.

Going ashore Some excursions may not be suitable for the less mobile, please contact our shore Excursions Team to confirm before booking, you'll find their details at the end of this guide.

Playgrounds
You need to supervise your children on all play equipment. Bear in mind, we can’t guarantee standards of equipment unless it’s at one of our TUI Family Life hotels or Holiday Villages.

Pool Views
If you book a room with a pool view, you’ll look directly onto or have a side view of the pool.

Port Shuttles
See Transfers.

Pregnancy
You can travel with us up to the 28th week. If you're more than 28 weeks at the time of your flight home, you’ll need a medical certificate from your GP. It must state there are no complications and give the dates of your pregnancy. If you're more than 36 weeks at the time of your flight home, they'll refuse to take you. If you're expecting twins or more, you must return by the 32nd week. Please check your insurance policy for any restrictions that apply. Many policies only cover up to the 28th week.
On Your Cruise You can cruise onboard our ships up to the 24th week of pregnancy, but you'll need to have a medical certificate to prove that you're fit to travel. If you're more than 24 weeks pregnant at the end of your cruise then you won't be able to sail. Please check your insurance policy for any restrictions that apply.

Premier
First Choice Premier benefits come with your Premier holidays, providing your flight is with TUI.


Premium
Pemium is available to book on long-haul TUI Airways flights. If you’ve upgraded to Premium on long-haul flights with TUI Airways, you’ll get 25kg of checked-in luggage and 10kg of hand luggage, regardless of the holiday type.* Lounge access and fast-track security are only available on departure from UK airports. You can access the lounge from 3 hours before and up to your original scheduled departure time. We advise you wear smart casual clothing. Fancy dress, vests, football shirts, tracksuits, baseball caps and other sports clothing are not allowed to be worn in the lounge. Shorts aren't permitted either unless they are tailored and knee-length. Entry to lounges is subject to the individual lounge operator who may impose their own conditions and who reserves the right to refuse admission to anyone wearing clothing which their staff believe may cause offence to others. At London Gatwick, Edinburgh and Birmingham the lounge provider is the No.1 Lounge. At Manchester Terminal 2 it's the Swissport Lounge. At Glasgow it's the Sky Lounge. At Newcastle it's the Aspire Lounge. At East Midlands it's the Escape Lounge, and at Cardiff it's the Cardiff Airport Executive Lounge. If the lounge is unavailable then alternative facilities may be offered. The location of fast-track security and airport lounges in the UK will be provided by TUI staff at the TUI bag drop.

Our Select Your Seat service is included, in accordance with our Select Your Seat terms and conditions - see Select Your Seat. To get the best choice of seats, we recommend you book and select your seats as early as possible before departure. If you experience any difficulties using our online service, please contact your travel agent or, if you've booked your holiday online, please contact TUI on 0203 636 1790. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Just so you know, we'll always do our best to seat your group together but we can't guarantee this.

*For the full terms and conditions, see our luggage allowance page.

Prices
Our brochure prices are accurate at the time of publication, but you should only use them as a guide. The prices we give are selected from a range of prices available within the high season or outside the high season. The price you pay will depend on when you're travelling and prices may go up and down throughout the season. The brochure price is based on the standard occupancy for the room type included in the package so the price will change if the room is occupied by a different number of guests. See Occupancy Supplements/Discounts. For our cruise holidays, we charge based on 2 adults sharing a cabin or room. Please also see Special Offers.

What's Included The basic cost of your holiday includes the following…
  • Return flight from the UK
  • Air passenger duty at the standard economy rate.
  • Departure taxes are included on holidays to Jamaica, Aruba, Puerto Vallarta, Costa Rica, Cancun and Punta Cana.
  • Transfers between the airport and your accommodation - this is usually by coach. Where we provide a taxi, the price we quote is for each person and based on three adults sharing a return taxi transfer. On our cruise holidays, transfers are included between the airport, your accommodation, and cruise ship.
  • Car hire on selected holidays – check when you book
  • The accommodation and meals as advertised or confirmed on your invoice
  • Luggage allowance as confirmed on your ticket
  • Aviation insurance and security charge
  • Estimated fuel costs
  • A Travel Expert at the UK airport and in resort
  • All obligatory hotel service charges and taxes payable in advance
  • VAT on all holidays to EC countries
  • Port taxes
  • Tips and service charges onboard our ships, not including a Nile cruise
What's Not Included The basic cost doesn’t include the following…
  • Additional flight charges, such as taxes and regional supplements
  • Additional air passenger duty – there’s a difference between standard and premium cabin charges. A higher rate is charged by the government for passengers travelling in premium cabins.
  • In-flight meals unless we say otherwise
  • Seats together on the plane - please see Select your Seat for details.
  • Fuel supplements where applicable
  • Excursions and shore excursions
  • Holiday insurance
  • Additional charges for particular room types, meals or under-occupancy in apartments. For details, ask your Holiday Advisor.
  • Excess luggage and the transport of any sporting equipment
  • Deposits requested on arrival by some apartment or villa owners, and by some hotels in Florida - see Deposits
  • Any local taxes, levies or similar that local authorities abroad expect you to pay yourselves
  • Cruise cabin supplements – see Supplements for details
Prohibited Items Onboard
To ensure your safety and security, some items are prohibited from being carried onto our vessels. Each time you board the ship we'll security screen you and your baggage. If any prohibited items are found, they may be permanently confiscated. The list of prohibited items can be found here: https://www.tui.co.uk/destinations/info/faq/luggage-guidelines This list is not exhaustive and any other items which the Port or Ship security staff consider to pose a risk may also be refused.-Rollaway Beds
You’ll only find a rollaway bed in your room if it’s needed for your group size. If you’d like to have the extra bed, you’ll need to arrange this with the hotel directly.

Room Upgrades
If you arrange a different room type with the hotel when you arrive, this won’t be included in your contract with us.
See Cabins for cabin upgrades.Safety
Overseas’ safety standards are generally lower than ours in the UK. We take reasonable care to make sure only reputable businesses provide the services that make up our holidays, and we expect them to provide those services in line with local standards.

Children’s Safety For our own Kids’ Clubs, we take advice from leading UK child safety organisations and accident prevention agencies. You should always check you’re happy with hotel clubs and children’s facilities.
Health And Hygiene Hygiene standards are generally lower than in the UK – particularly in developing countries. Having said that, you can help to improve hygiene levels by taking a few basic steps…
  • Wash your hands after going to the toilet
  • Shower before you get into the pool
  • Encourage children to go to the toilet before getting into the pool
  • Make sure babies and infants wear swim nappies in the pool
Safety Drills Onboard All our ships comply with the International Convention for the Safety of Life at Sea – SOLAS. It is a mandatory requirement to actively participate in our mustering process, MyMuster. River Cruise – there will be a safety briefing held onboard prior to departure which you must attend. If you do not do so, the ship will be unable to set sail.

Sailing Times
The sailing times for our cruise holidays are correct when we publish them, but they may change.
See Itineraries for more details.

Scuba Diving
We recommend you check with your doctor before you go, and have a full medical examination in resort if you’re planning scuba training. You may need to pay extra for this. It’s also dangerous to fly within 24 hours of scuba diving. This is because pressure changes might cause 'the bends' or even in severe cases, paralysis. Of course, you also need to make sure you have adequate insurance cover.

Sea Views
If you book a room with a sea view, it may be partly blocked by trees or smaller buildings, or across a road, but you’ll still be able to see the sea. If we describe a room as a Limited Sea View, this will generally mean that your view of the sea will be to the side rather than directly in front of you. There may also be more obstructions like trees between your room and the sea than with a Sea View room. On our cruise ships meanwhile the view from some cabins may be obstructed. See Cabins for more details.

Seating
If you're flying with TUI the minimum seat pitch of our aircraft is 29 inches. The minimum seat width is 16 inches. If you think you'll have difficulty fitting into this seat size, please call our Assisted Travel Team before booking - you can find their details at the end of this guide. You might need to pay an additional charge depending on what options are available.

Seat Upgrades
If you buy any seat upgrade, including Select your Seat, seats can be selected via Manage My Booking as soon as your booking is confirmed. If you've paid extra for Select Your Seat or if you've reserved Premium Seats, Extra Legroom Seats or Extra Space Seats, on some holidays you will be able to choose your seats at the time of booking, otherwise you'll be able to access the seat map immediately after you book your holiday. You can also choose your seats by logging in to your Customer Account or the Flight Extras website.

Seats With Extra Legroom
These are available to book on selected short and mid haul flights and are suitable for adults and children. Our Select Your Seat service is included, in accordance with our Select Your Seat terms and conditions – see Select Your Seat. To get the best choice of seats, we recommend you book and select your seats as early as possible before departure. If you experience any difficulties using our online service, please contact your travel agent or, if you’ve booked your holiday online, please contact TUI on 0203 636 1790. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Just so you know, we’ll always do our best to seat your group together but we can’t guarantee this.

Seats With Extra Space
These include seats that are close to or next to emergency exit doors, behind a bulkhead or behind a dividing wall. Seats with extra space are only available to pre-book for adults and children 12 years and over with TUI and 16 years and over on other carriers, but we may allocate these seats to families with children if the seats are not located in an emergency exit row. Emergency exit row seats are only available to passengers who are able to move quickly and operate the emergency exit without difficulty in the unlikely event of an emergency - in line with European Aviation Safety Authority (EASA) regulations. So, you won't be able to book these seats if you find it hard to move due to physical or mental disability, age, sickness or physical size. Just so you know, you also can't sit in these seats if you are:
  • Under the age of 12, when travelling with TUI
  • Under the influence of alcohol
  • Travelling with an assistance animal
  • Require an extension seatbelt
These regulations have been put in place by the EASA and are for the safety of our passengers. The cabin crew have the final say and we kindly ask that their decisions are respected.

Select Your Seat
Once you’ve checked in and confirmed your chosen seat, you won’t be able to change it. That said, in some circumstances, we may have to change your seat. This would only be for operational, safety or security reasons. In accordance with the Civil Aviation Authority’s guidelines, certain requirements must be satisfied before we can allocate seats near the exit. If we do have to change your seat, we’ll try to keep it as close to what you booked as possible. A refund will only be offered if we can’t seat you in a similar position to your original request. A similar position means the same type of seat - window, aisle etc - as your original selected seats. In such cases, we ask that you keep a copy of your confirmation documents and boarding cards.

If you choose the Select Your Seat option but then don't go on to choose your seat numbers, we'll still try and seat your group together. If you're not flying with TUI, we'll do our best to keep your party together but we can't guarantee it.

To maximise seating options for all our customers, it may not be possible to book just a middle & aisle seat. If you have a specific seating requirement due to mobility restrictions, please contact our Assisted Travel Team on 0203 4512585.

Select Your Room
You can select your room after you’ve booked your TUI BLUE, TUI MAGIC LIFE or ROBINSON holiday via the link on your booking confirmation email or via the TUI app, subject to availability. Select your room is only available in select TUI BLUE, TUI MAGIC LIFE or ROBINSON properties and you can only select a room within your booked room type. Room allocation takes place on arrival and in rare cases, the hotel may not be able to provide the selected room due to operational reasons e.g. repairs. In this case, an equivalent replacement room will be allocated without charge. Full Terms and Conditions can be found at https://www.tui-blue.com/en/en/select-your-room/ and https://www.magiclife.com/en/en/select-your-room/ and https://www.robinson.com/en/en/select-your-room/

Ship Maintenance
Ongoing maintenance may happen while you’re onboard one of our cruise ships. We’ll do our best to keep noise to a minimum.

Shore Excursions
All shore excursions are subject to change. Please note that passengers must be 18 or older to go on a ship-sponsored shore excursion on their own, and that children under 16 cannot be left alone onboard. For full terms and conditions, including details on our cancellation policy, please see the Cruise Shore Excursions Terms & Conditions at www.tui.co.uk/destinations/info/cruise-shore-excursions-terms-and-conditions. Please also see Itineraries.

Shore Experiences River Cruise
We’ll send you an email when your shore experiences are available to book. Once you have received this you can visit our experience website at rivercruises.gotui.com/uk to select your experiences. Experiences can be cancelled up to 48 hours before a tour is due to depart. Should you wish to purchase experiences whilst on board, you will need to pay for these by debit or credit card. These cannot be charged to your on board account. Please note, all shore experiences are subject to change. Please also see Itineraries.

Single Cabins
These cabins are for sole occupancy.

Single Rooms
Single rooms and rooms for sole occupancy are available in most hotels, but demand always exceeds availability. Sometimes when we refer to single rooms it may mean a room suitable for sole occupancy. Single rooms are generally smaller, may not have the best locations or the same amenities. If you’re booking a double room just for yourself, you’ll be asked to pay a supplement. This also applies to self–catering accommodation, where, for example, three people choose a property for four. Our prices reflect the costs of the rooms contracted to us.

Smoking
All our flights are non-smoking. In our hotels, there are usually designated areas. Our Cruise ships are also non-smoking, which means you can only smoke in designated areas of the open deck. Smoking isn't permitted on cabin balconies, either. As for e-cigarettes you can only use these in the designated areas on deck. In Singapore, Thailand, India and the United Arab Emirates, e-cigarettes are banned and will be confiscated. We are aware that some state and local government in the USA might allow marijuana use. However we will follow federal law, which strictly prohibits the possession and use of recreational/medical marijuana and other illegal substances.

Spa
Spas in our hotels and on our cruise ships aren’t included in the price of your holiday unless we say otherwise. Just so you know, in Spain and the Canary Islands, by law only over-16s can use the facilities.

Special Offers
Our offers are only available on the holidays and dates we advertise, are per booking, and are subject to availability.

Special Requests
We’ll always do our best to help however we can, but we can’t guarantee we’ll be able to meet your needs every time. These special requests aren’t covered by Our Agreement With You so from a legal point of view, they’re not part of your holiday contract.

Suite Concierge
Our Suite Concierge is available for guests who have booked a Royal Suite, Executive Suite, Grand Suite, Family Suite or Junior Family Suite on Marella Discovery 2. The Suite Concierge is open 24 hours a day, and we’ll let you know when a member of the team will be available there to make reservations on your behalf for the spa, speciality restaurants, shore excursions and future cruise bookings.



Suite Service
Suite Service is available when you book any type of Suite on any of our ships. It's also available if you book a Family Balcony cabin on Marella Explorer. Benefits include a free pressing servicethis applies to your first 24 hours onboard, is limited to 1 use and 3 items per person, and is subject to the laundry’s terms and conditions. You also get breakfast in bed one free Continental breakfast for each passenger, each week.


Supplements
Cabin Supplements We base the price of your holiday on a Deck 4/5 Inside on Marella Explorer, and a Deck 2/3 Inside on Marella Discovery and Marella Discovery 2. You can book other cabin types if you pay extra. Cabin supplements vary by sailing date and prices may go up or down. Occasionally it’s possible to upgrade your cabins once onboard check with reception for availability and prices. Children don’t pay cabin supplements where the child price applies – see Child Prices for details. Any special offers will be limited. See Free Cabin Upgrade Offer.
On Your Flight
Depending on the airport you choose to fly from, on certain days or at certain times, you may have to pay a ‘flight supplement’. Flight supplements may go up or down throughout the season. Some holidays are only available on flights with extra charges, either because the accommodation is available only on certain days of flying, or because onward travel arrangements are only available at certain times.
Occupancy Supplements/Discounts
Depending on the number of people sharing a room, you may have to pay an 'occupancy supplement' for under-occupancy or single occupancy, or there may be a discount if more people share a room. Occupancy supplements/discounts may go up or down throughout the season.
Room Supplements
Depending on the type of room you choose to stay in, you may have to pay a 'room supplement'. Room supplements may go up or down throughout the season. All rooms are subject to availability and any applicable occupancy and age restrictions.

Sustainability
We're part of Sustainable Aviation, a UK initiative bringing together airlines, airport operators, aircraft and engine manufacturers and air traffic management providers, which seeks to minimise the impact of flying on the environment and society. Visit www.sustainableaviation.co.uk.

Swimming Pools
It’s unlikely your pool will have a lifeguard. An adult must always accompany children in the pool. This includes children’s pools and surrounding areas. Pools may be closed in early or late season, so April, early May and October, or in particularly bad weather. Also, pools won’t be heated unless we say otherwise in the property description. If your pool has a waterslide, there may be height or age restrictions. If you’re on one of our ships, swimming pools will be filled as long as the sea water is considered safe for you to swim in.
On Your Cruise If you’re on one of our ships, due to health regulations children in nappies - including swim and pull-ups - or children who aren’t completely toilet trained are not permitted in any of the onboard pools. Onboard pools will be filled as long as the sea water is considered safe for you to swim in. Having said that, we may occasionally need to close the pools for other reasons, for example, if the weather is particularly bad.Taxes
You may need to pay a tourist tax either at the airport or at your hotel. This will still apply if you're combining your cruise itinerary with a hotel stay. If your cruise includes Venice or Dubrovnik then a tourist tax will apply here which will be charged to your onboard account. Taxes can change regularly so check before you go.
See Prices for more details.

Tour Operator Ratings
We rate our holidays on our annual reviews and also the feedback we get from our end-of-holiday Customer Satisfaction Questionnaires. We rate hotels and apartments from ‘2’ for no–frills, good value accommodation, to ‘5’ for more comfort and a wider range of facilities. There may be some differences between accommodation that shares the same rating. That’s where our ‘plus’ rating comes in.

Tours
Most of our tours have age restrictions to check before you book.

Towels
What we’re talking about here is pool towels. You’ll see from the individual property descriptions whether or not there’s a pool towel service. You may find you’ll need to pay a small charge. You’ll also be given pool towels on our ships for use during your cruise. If they are not returned, a £10 charge will be added to your onboard account. On your river cruise, you'll be given cabin towels on our ships.

Transatlantic Activity Programme
These workshops vary in length depending on the activity but as a guide will usually be held over a period of at least 5 days. Activities are subject to change.

Transfers
The transfer times we give you are a rough guide. They don’t allow for delays to incoming flights or local traffic conditions. In terms of the type of transfer you’ll get, it depends on the holiday you’ve booked. Just so you know, if your holiday includes a coach transfer, we may occasionally need to change this to a minibus or taxi. If it's a Holiday Village holiday, the coach will drop you off directly wherever possible. Where coach access is limited, we may need to transport your luggage separately to and from your accommodation. If this is the case, it may also be necessary for your luggage to be collected earlier than your return transfer time to ensure it arrives at the airport in time for you to collect it before checking in.

River cruise transfer times are a rough guide. They don't allow for delays to incoming flights or local traffic conditions. Our River Cruise holidays include transfers between the airport and ship by coach or minibus.

Transfers to theme parks in Florida are organised by the hotel so you may need to book when you get there. They’re likely to be on a first-come first-served basis, and timings may change.

The majority of Florida packages will include a coach transfer, but please note that priority drop-off isn't guaranteed. If you’ve booked an A La Carte holiday, you get a private taxi transfer included for most destinations - see A La Carte for important information. Occasionally we may have to provide alternative transport, and in some cases you may have to share your taxi with other A La Carte guests. If you’re not on an A La Carte holiday, you’ve still got the option of booking a private transfer, which will either be by minibus or taxi. In some destinations we feel that it's more suitable to book private transfers. Our prices are competitive against similar transfer services. Taxis take a maximum of three adults. Prices shown are per person, per return trip, based on three adults sharing. Luggage space may be limited and baby seats aren't provided.

If you’re going on a Twin Centre holiday to Egypt, it’ll take about five to five-and-a-half hours to get to the Red Sea from your Nile cruise ship or Luxor. All transfers from Luxor, Aswan and the Red Sea will be a police-escorted convoy, which may cause delays.

Our cruise holidays include transfers between the airport, ship and hotel by coach or minibus. If you're adding a stay in an A La Carte hotel to your cruise, private taxi transfers will only be included between the hotel and airport. For other types of cruise holiday the arrangements will be different…
Go-as-you-please We’ll provide transfers between the airport and the ship but you’ll need to make your own way to and from your accommodation.
Cabin Only – No Flights If you have booked the cruise part on its own then transfers aren’t included and it’s down to you to get to the ship on time. The last check-in is an hour before the advertised sailing time, so build plenty of time into your schedule for checking in and boarding.
River Cruise Cabin Only - No Flights If you have booked the River Cruise part on its own then transfers aren't included and it's down to you to get to the ship on time. The last check-in is two hours before the advertised sailing time, so build plenty of time into your schedule for checking in and boarding.

Town Transfers
In some places, we put on a Town Transfer to whisk you to the town or city centre from the port area. The Marella Cruises-operated shuttle bus will cost no more than £5 per adult and children under 12 go free.

Transfers – Port Shuttles
If we’re not able to dock close to the port entrance, it might be a short walk or bus ride to the port gates. In some places, there’ll be a shuttle bus to take you from the ship to the port gates. This will either be provided by Marella Cruises or the local port authority. If it’s operated by us, it’ll be free, but there might be a small fee for buses run by the local port authority. It’ll depend on what berth we’re docked at and is only confirmed during the cruise.

Twin Cabins Some twin cabins can take a 3rd or 4th bed but they're usually camp or folding beds. Cabins that take extra beds aren't necessarily bigger than standard cabins so space may be limited. See Cabins.

Twin Rooms
Some twin rooms can take a 3rd or 4th bed but they’re usually camp or folding beds. Rooms that take extra beds or a cot aren't necessarily bigger than standard rooms so space may be limited.USA Itineraries
If you are travelling on one of our USA itineraries there are certain legal requirements we have to adhere to. If you are a US citizen including duel citizenship you will not be allowed to sail on these itineraries. You must apply for a US Esta at least 72 hours before travelling. See Visas for more information.

There are also changes to some of our age ranges onboard. See Alcohol and Age Ranges for details.Vaccinations
Speak to your doctor at least two months before you’re due to go away. Some treatments, for malaria for example, should begin well before you go. If you’re booking within three weeks of your departure, speak to your doctor before you book. There’s more information available in the Department of Health’s free leaflet – Health Advice for Travellers. Call 0800 555 777 for a copy. For information on COVID-19 vaccinations please refer to www.tui.co.uk/destinations/ info/cruise-with-confidence.

Villas
Your villa is just for those who have booked with us. If you plan to invite anyone to join you when you get there, you must let us know so we can add them to your booking and sort out insurance. All of our self–catering villa accommodation is privately owned. The furnishings may be simple, but you can expect everything to be clean and in good repair. We’ve inspected all of our properties and instructed the owners on any improvements to be made before the start of the season.

We’ve tried to make sure most accommodation has a kettle and teapot. But you’ll find the overall kitchen equipment reflects the local style, rather than British customs.

We provide essentials like toilet paper, washing–up liquid, cloths, and starter tablets for dishwashers where there is one, just to start you off. We also supply a fan in properties without air–conditioning. For safety reasons, barbecues aren’t allowed on balconies or small terraces, or where a barbecue could be a particular fire hazard.

Bear in mind, many buildings are in rural areas so you may see wildlife, such as frogs, spiders, lizards, farm animals and the occasional snake, in or around the property. Some of our owners have dogs, cats or both, so do check with us if you’re worried about this.

Villas in Florida are allocated on the day of arrival, so we can't provide you with an address before your holiday.

Cleaning And Maid Service Your accommodation will be clean when you arrive, and we ask you to do a minimal clean when you leave so it’s left in a reasonable state. If it needs more than the normal cleaning, we may deduct the extra cost from your deposit. Maid service is generally provided weekly. This doesn’t apply to Tuscany or Umbria, where there’s just a mid–stay change of linen during a two–week stay. Maids are not responsible for washing dishes, laundry, ironing or emptying rubbish, although many will be happy to do laundry if you pay a little extra.

Linen And Towels Sheets, pillowcases, hand, bath and tea towels are provided, and large beach towels if you’re in a Simply property. In some cases, clean linen is provided by the maid for you to make up the beds. Linen and towels are generally changed weekly. You’ll need to bring your own cot linen.

Sunloungers There may not be enough sunloungers at your villa for one per person. For example, villas in Florida will usually only have 2 sunloungers.

Visas
We’ve teamed up with CIBTvisas to help with all your visa requirements. You can visit our online portal at www.cibtvisas.co.uk/marella for detailed visa info about your cruise – from the required documents needed to support your application to forms for you to print out and send to CIBT. Just so you know, all of the info on this site applies to British passport holders. If you don’t hold a British passport, your visa requirements might differ – you’ll need to either contact the relevant embassy or CIBT for more on this.

The best place for up–to–date information on visa and travel advice is the Foreign, Commonwealth & Development Office. Visit www.gov.uk/foreign-travel-advice or call 0845 850 2829. There may be specific entry requirements for under-18s, depending on your destination. For example, if a young person is travelling without both parents, there may be extra costs and they may need extra legal documents such as an affidavit, from a notary public. Always check with the consulate or embassy of the country you’re travelling to before you book.

If you’re on cruise holiday, we’ll organise a group visa for British or Irish passport holders. This will cover all your ports of call and trips ashore. If you haven’t got a British or Irish passport, you’ll need to check entry requirements with individual embassies or consulates. If you don’t have one of these passports, you’ll need to organise your own visas for each port of call. Without the right visas, you won’t be allowed to board the ship. It’s also worth pointing out, if you’re visiting more than one port of call in a particular country, for example in Greece, you’ll need a multiple-entry visa.
Here are some other key things we need to tell you about…

Cambodia If you are a British Citizen you will need to purchase a transit visa on arrival to the port. The cost will be $30. Please visit www.cibtvisas.co.uk/marella for more information.
Cuba There’s a visa requirement for Cuba, but you don’t need to buy one before your cruise. It’ll be arranged onboard for you and charged to your onboard account, at a cost of around £15 per person.
Dominican Republic If you're a citizen of the Dominican Republic you won't be able to sail on our cruises unless you have a US or Schengen visa. This is because of local immigration laws. Please also see Taxes.
Dubai If you are a British Citizen, you can obtain a visa on arrival at the airport free of charge. If you haven't got a British or Irish passport, you may need to obtain a visa from the UAE Consulate before you arrive in the UAE.
India If you’re a British citizen, you need a visa. These must be obtained before your cruise, as they can’t be secured onboard. The type of visa required may vary depending on your itinerary. Please visit www.cibtvisas.co.uk/marella for specific visa requirements for your cruise.
Adventure to India – You’ll require an e-visa, approximate cost $75. For more information and to apply visit https://indianvisaonline.gov.in/evisa/tvoa.html
Eastern Sunrise – You’ll require an e-visa, approximate cost $75. For more information and to apply visit https://indianvisaonline.gov.in/evisa/tvoa.html. Also on this itinerary you’ll need a Sri Lanka e-visa which is free of charge. For more information and to apply visit http://www.eta.gov.lk/
Wonders of Asia – You’ll require an e-visa, approximate cost $75. For more information and to apply visit https://indianvisaonline.gov.in/evisa/tvoa.html. Also on this itinerary you’ll need a Sri Lanka e-visa which is free of charge. For more information and to apply visit http://www.eta.gov.lk/
Secrets of Asia – You’ll require a multiple entry visa, approximate cost £110. For more information visit https://www.hcilondon.in. Also on this itinerary you’ll need a Sri Lanka e-visa which is free of charge. For more information and to apply visit http://www.eta.gov.lk/ Eastern Sunsets – You’ll require a multiple entry visa, approximate cost £110. For more information visit https://www.hcilondon.in. Also on this itinerary you’ll need a Sri Lanka e-visa which is free of charge. For more information and to apply visit http://www.eta.gov.lk/
Journey to Arabia – You’ll require an e-visa, approximate cost $75. For more information and to apply visit https://indianvisaonline.gov.in/evisa/tvoa.html You’ll need to enter the following address on your Indian visa application form: Intercruises Shoreside & Port Services c/o J.M. Baxi & Co Godrej Coliseum, 801 -C wing, Behind Everard Nagar, Sion 1 Mumbai - 400 022 - India
Jordan If you area British Citizen you can obtain a visa on arrival free of charge.
Oman If you’re a British Citizen and you are flying in or out of Oman, then you will need a visa. Just visit www.cibtvisas.co.uk/marella for the specific visa requirements for your cruise.
Malaysia If you are a British Citizen you can obtain a visaon arrival at the airport free of charge
Russia If you go on one of our organised shore excursions, you're covered by a group visa. But if you wish to go ashore independently you'll need to obtain your own visa. These must be purchased from the Russian Federation Embassy prior to your cruise and will not be available on ship or upon arrival in St Petersburg. Most of our customers prefer to join our programme of day and evening organised excursions in St Petersburg for ease.
Sri Lanka If you’re a British citizen, you’ll need an e-visa for Sri Lanka. It’s free of charge, just visit www.cibtvisas.co.uk/marella for the specific visa requirements for your cruise.
Turkey British Citizens travelling to Turkey for tourist purposes can travel without a visa for visits of up to 90 days in any 180-day period. You can apply for a visa online at www.evisa.gov.tr before you go. It costs US$35, payable by VISA/Mastercard debit or credit card only. Your passport will need to be valid for at least 150 days (5 months) from the date you arrive and there should be a full blank page for the entry and exit stamps. We recommend you visit the FCDO website for the most up-to-date information - www.gov.uk/foreign-travel-advice/turkey.
Vietnam Currently British citizens don’t require a visa for visits of up to 15 days. However, this is subject to change, so please visit www.cibtvisas.co.uk/marella for the most up-to-date info on visa requirements.

USA If you are a British Citizen you must be in possession of an ESTA - you will need to apply for this at least 72 hours before you travel. To apply for your ESTA, visit https://esta.cbp.dhs.gov/esta/. If you haven't got a British or Irish passport, you'll need to check entry requirements with the USA embassy or consulate. CIBT are also on hand to help with the application process, if needed.Waterparks
SplashWorld waterparks may be located onsite at your hotel or may be independent and located away from your hotel. They may also be open to non hotel residents. Your All Inclusive board basis won't be available in the waterpark unless stated in the hotel description. Some rides and facilities may need to be closed for maintenance. Height or age restrictions may apply for some attractions. Please also see Swimming Pools.

Weather
There are sometimes tropical storms and hurricanes in Florida, the Caribbean and Mexico between June and November. It’s impossible to predict their path or how long they will last more than three of four days in advance, and often it’s much less. South-east Asia may be affected by its monsoon season, typically May to September. If a storm is forecast for one of our destinations, your safety is always our first priority. If there are hurricanes during your holiday we follow the advice of the Foreign, Commonwealth & Development Office and work with the Federation of Tour Operators.

Bad weather, or high/low river levels may force us to change parts of your river cruise itinerary. This may happen before the river cruise starts or during it. It may also mean departure or arrival times at ports change. Also, local conditions may mean we have to limit our time at that port, or miss it out altogether. We may also have to change your ship for a similar one.

If you’re on a Lapland holiday, some activities may not run because of current or forecast weather conditions, particularly if they affect the state of the snow. In the unlikely event this happens, we’ll do our best to adapt the activity programme or offer suitable alternatives, but this won’t be considered a Major Change to your holiday. Please see Our Agreement With You.

Please also bear in mind that some hotel facilities - like outdoor bars and some sports - may not be available in adverse weather.

Where we display weather information, this is supplied by the Met Office, © Crown copyright, the Met Office.

See Itineraries for details on how weather may affect our cruises.

Weddings And Renewals Of Vows
Please contact us for more details – the number you need is in the Getting In Touch section at the end of this guide. Also, see the Weddings brochure.

Wheelchairs
On Your Flight
When you fly with TUI, we'll take your wheelchair and one other mobility item in addition to your normal luggage allowance. However, you'll need to let us know at least 48 hours before you travel. We recommend your wheelchair and other mobility aids are fully insured.

If you've got an electric wheelchair, you'll need to let our Assisted Travel Team know so that the necessary arrangements can be made. Please let us know the wheelchair's make and model when you call. There's a limit on how many electric mobility aids we can take on each flight. If you don't let us know before you book and we can't carry your wheelchair, you might need to pay an extra charge to change your booking.

You can bring a battery-powered wheelchair if it meets the conditions given in the ICAO Technical Instructions for the Safe Transport of Dangerous Goods, plus any other related CAA rules. Visit www.caa.co.uk for more information. Please contact us as soon as possible if you're travelling with a battery-powered wheelchair or mobility aid and let us know the device's make and model, dimensions and battery type. We can then confirm whether there's space onboard.

Electric wheelchairs need to be loaded in an upright position for the flight. Batteries must be securely attached to the mobility aid and terminals protected from short circuits. Electrical circuits must be isolated to prevent the device being operated accidentally. If the wheelchair can't be loaded in an upright position, the battery terminals need to be protected against short-circuiting, and the battery removed and stored in strong packaging. Lithium batteries that are designed to be removed must travel in the cabin.

You need to bring the operating instructions for your mobility aid with you. If you don't have these details, see http://www.bhta.net/home/air-transport-advice-lists.html where your make and model should be shown. If not, you’ll need to contact the manufacturer, or shop where it was purchased or hired.

Here are the door sizes of TUI' aircraft, so you can check if your wheelchair will fit onboard -

B737-800
Forward Hold - 48'' x 35'' / 1.22m x 0.89m
Rear Hold - 48'' x 33'' / 1.22m x 0.84m
B757-200
Forward Hold - 55'' x 42.5'' / 1.40m x 1.08m
Rear Hold - 54''x 45'' / 1.40m x 1.14m
B767-300
Bulk - 38'' x 43.5'' / 0.96m x 1.10m
B787-8
Bulk - 45'' x 40'' / 1.14m x 1.02m

If you want to check whether your wheelchair will fit onboard our aircraft, please contact our Assisted Travel Team – the number can be found at the end of this guide. If you're flying with another airline, you'll need to contact them directly to see if your wheelchair will fit onboard. Our Assisted Travel Team can help you with this.

Resort Transfers If you're taking an electric wheelchair or scooter, you'll need to book a taxi transfer to your hotel. You can't take them on the coach. There's a extra charge for this.
On Your Cruise You'll need to bring your own standard-size, collapsible wheelchair to use on our ships. Unfortunately, due to safety reasons, we have to limit the number of wheelchairs we can allow onboard so please call our Assisted Travel Team before you book. If you plan to use your wheelchair onboard and require adapted facilities you must book a specially adapted cabin. All our ships have small number of these these cabins - you can see them on the deck plans. They have bathrooms adapted for wheelchair-users and have wider access. These cabins may only be booked by those who require adapted facilities. If you plan to use your wheelchair onboard, but do not require adapted facilities, please contact our Assisted Travel Team to make sure an appropriate cabin type can be selected. See Cabin Reservations.
Going Ashore If you're bringing a wheelchair to use when you're ashore, we’ll look after it for you at the gangway so it's there when you need it. But you'll have to be able to manage the gangway without it. In ports where a tender to shore is necessary, you’ll have to stay onboard if you can’t manage without your wheelchair. At other times, depending on the port and its tides, it may not always be possible for you to leave the ship at all due to gangway access. Some excursions may not be suitable for the less mobile, please contact our Shore Excursions Team to confirm before booking, you’ll find their details at the end of this guide.

See Assisted Travel.

Wi-Fi
At Your Hotel Bandwidths may vary. Some hotels may offer an upgrade to a higher bandwidth which you may need to pay for. The upgraded service may also cover a different location to the free Wi-Fi zones. Some hotels may have a data cap on usage, or the free Wi-Fi may be restricted to a daily time limit per device or room. Once this usage or time limit is reached, there may be a charge to continue using the service. Factors that may reduce signal strength include high usage - particularly if lots of devices are using Wi-Fi at the same time, obstructions like thick walls and electronic machinery and adverse weather conditions. The device used to connect to the Wi-Fi - e.g. mobile phone, tablet or laptop - may result in a differing quality of service received. Wi-Fi zones may not be in the same location at every hotel. If your device isn't connected to Wi-Fi, remember to turn off data roaming to avoid possible data charges.
Due to factors outside of our control we can't guarantee the availability, performance or security of the Wi-Fi provided.
On Your Cruise Wi-Fi onboard our ships depends on satellite connectivity, so a strong signal can't be guaranteed and bandwidth is limited. Wi-Fi is only available in some public areas and is not available in cabins. If you use Wi-Fi onboard it will be charged to your onboard account. On a river cruise, if you use more than 1GB of Wi-Fi onboard it will be charged to your onboard account.-Your Opinion
We ask customers travelling with us to fill in a Customer Satisfaction Questionnaire online when they get home, and to rate various aspects of their holiday experience.

All the questionnaires are analysed by an independent market research company. Then, we publish the results, where they are available. The scores you see are results for 2019 due to limited operation during 2020 and are shown as the percentage of guests who rated their holiday overall – so accommodation, location and meals – as good or excellent. If a property has recently moved across to TUI from our sister company, First Choice, we'll publish the last season's scores from First Choice so you can still see how the property's been rated by our customers and vice versa.

Some properties and ships don’t have a score for a number of reasons – it may be new for that season, we may have received less than 20 responses, or the hotel or ship has changed – perhaps been refurbished, is under new management, or now caters for a different type of customer. Or perhaps the full season scores weren’t available when we went to print.

As for our Premium Collection hotels, they have to achieve a score of at least 90%. If the accommodation is new, we’ll make the judgement on whether it's suitable for this range.-Before You Go

If you’re yet to travel with us, here are some numbers you may need…

TUI Bookings, Amendments or General Enquiries – 0203 451 2688
First Choice Bookings, Amendments or General Enquiries – 0203 451 2720


New Cruise Bookings – 0203 451 2682 or online at tui.co.uk/cruise
Cabin Reservations
– 0203 636 1862
River Cruises - 0203 451 2688

Assisted Travel TeamTUI - 0203 451 2585 or First Choice - 0203 451 2748

Groups TUI – 0203 451 2684
Groups First Choice – 0203 451 2702


Weddings and Renewal of Vows – 0203 451 2688
Honeymoons – 0203 451 2683
Finishing Touches – 0203 451 2963
Shore Excursions – 0203 451 2728

TUI (new bookings) – 0203 451 2695
TUI (amendments, in-flight extras and general enquiries) – 0203 451 2695
TUI Airways For Cruise Holidays – 0203 636 1790



You can also email PreTravelServices@tui.co.uk or PreTravelServices@firstchoice.co.uk or write to us at the address below. If you’ve already booked, please include your reference number in your letter or email. If you’re getting in touch about a wedding or renewal of vows please address your letter to ‘Weddings or Renewal of Vows’ instead of Pre–Travel Customer Services – at the same address.

Pre-Travel Services
TUI UK
Contact Centre
Alexandra House
Alexandra Road
Swansea
SA1 5ED

If it’s about a cruise holiday, contact us via the website at www.tui.co.uk/editorial/legal/contact-us.cruise.html, or write to us at Marella Cruises Service Centre, Mariner Street, Swansea, SA1 5BA. Again, if you have your booking reference details, please include them.

While You’re Away

TUI
For help while you’re away, please call our Holidayline Team on 442038303111 text 80247 or use our contact form that can be found at www.tuicontact.com. They’ll be there for you 24 hours a day, 7 days a week. Calls from abroad will be charged at international rates. Texts to 80247 cost 50p plus your network rate. If you’re on one of our ships, please call in at reception.

First Choice
For help while you’re away, please call our Holidayline Team on 442038303111 text 80247 or email 24-7@firstchoice.co.uk. They’ll be there for you 24 hours a day, 7 days a week. Calls from abroad will be charged at international rates. Texts to 80247 cost 50p plus your network rate. If you’re on one of our ships, please call in at reception

Marella Cruises
For help while you’re away, please call our Holidayline Team on 442038303111 text 80247 or use our contact form that can be found at www.tuicontact.com. They’ll be there for you 24 hours a day, 7 days a week. Calls from abroad will be charged at international rates. Texts to 80247 cost 50p plus your network rate. If you’re on one of our ships, please call in at reception.

When You Get Home

When you're back in the UK, to discuss your flight experience with TUI, please call 0203 451 2699 and for First Choice it's 0203 451 2693. For any other aspects of your holiday you can complete the online form located in the 'Contact Us' section of our website. Alternatively, you can write to us at the address below. Remember to give us your booking reference details.

After Travel Customer Support
TUI UK
Alexandra House
Alexandra Road
Swansea
SA1 5ED


Travel Agent Support
If you’re a travel agent and need our help…

TUI Agent Reservations & Administration – 0203 451 2677
Group Bookings – 0203 451 2677
Weddings – 0203 451 2677

First Choice Agent Reservations & Administration – 0203 451 2724
Group Bookings – 0203 451 2724
Weddings – 0203 451 2724


Calls to 0203 numbers cost the standard rate from UK landlines, but calls from mobiles may be higher. Check with your network provider.