Frequently Asked Questions

Yes, for most airlines you’ll still be able to check in online for you flight home, but we’d also suggest checking with the airline you’re flying with.

Please contact the airline you’re flying with and they can help with this.

This will all depend on the airline you are flying with. Some accept both a printed boarding pass and a digital one on your phone, but it’s best to check with your airline.

Sometimes this means online check-in isn’t available for your booking. It doesn’t happen very often, but it means you’ll need to pick up your boarding passes at the airport instead. You can double check this with your airline to make sure.

For most airlines, if you haven’t paid to pre-select a seat before check-in, your seat will be automatically allocated when you check in online. If you’re not happy with the seats given, the airline may be able to move you. There will often be an additional charge from the airline for this but you can contact them to see if it’s possible.

TUI flights and for the following airlines: 
Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, Volotea. 
No, we’ll send you an email confirmation to the email address you gave us on the My Booking page. It’ll include details of what you’ve bought and the amount you’ve paid.

Yes, most airlines will allow you to check in online but it does vary depending on who you’re flying with. You can always check with the airline you’re looking to fly with before you book.

Yes, most airlines allow you to re-print your boarding passes. We’d suggest double checking directly with the airline you’re due to fly with.

Yes, most airlines let you re-print your boarding passes. It’s still a good idea to double check this with the airline you’re due to fly with.

Yes, online check-in is available for all TUI and First Choice customers who are travelling on TUI flights – these are the ones with flight numbers beginning TOM.

Go to online check-in
 

You’ll need to bring your boarding pass or confirmation of check-in document and your passport to show before you board the plane. For most airlines, this can be either a pass on your phone or printed.

Depending on where you’re flying to, you may also need additional visas or documents, so we suggest you double check on the government website for your destination’s entry requirements.

If you’re having trouble checking in online, make sure you’re using your airline reference/booking number and not your overall First Choice booking reference.

You can also check your airline’s FAQs on their website. If you’re still having issues, please contact them directly.

You should also have the option to check in at the airport with most airlines. For more info on how to check in with your airline, please visit our partner airlines info page.

If you don’t check in online for your holiday, most airlines will still let you do it when you get to the airport. They’ll just have to allocate your seats from what’s left. It’s important to know that some airlines apply a charge for airport check-in, though. For more info on how to check in with your airline, please visit our partner airlines info page.

You’ll need to check in online for your flight directly with the airline you’re flying with. Please make sure you’re using your flight reference/booking number and not your overall First Choice booking reference. Some airlines will allow you to check in for both your outbound and inbound flights at the same time. But for others, you might not be able to check in for your inbound flight until 24 hours before departure, so make sure you double check your airline’s policy. For more info on how to check in with your airline, please visit our partner airlines info page.

Online check-in opening times vary, so please see your airline’s website to double check their policy. For more info on how to check in with your airline, please visit our partner airlines info page.

Most airlines don’t charge you to check in online. Although, some may charge a fee to check in at the airport, so make sure to check with them. For more info on how to check in with your airline, please visit our partner airlines info page.

With some airlines, if you’re flying to places such as the USA, Mexico, Jamaica, Cuba, Costa Rica or Thailand, you’ll get a confirmation of check-in document that you’ll need to print at home because of the different regulations for travelling to these countries or travelling with another airline.

If you’ve got a confirmation of check-in document, it means you’re checked in and your seat numbers and luggage are confirmed. However, you’ll still need to go to one of the airline bag drop desks when you get to the airport to swap this document for your actual boarding passes. You’ll need the boarding pass when you go through security.

We’d still suggest checking with your airline about their procedure for exchanging this document.

This depends on the airline you’re flying with, so we suggest you check with them. For more info on how to check in with your airline, please visit our partner airlines info page.

You’ll be able to see your flight details on the First Choice app six weeks before you travel. When they’re ready, they’ll show on the holiday summary and flight details pages.

If there’s any disruption to your journey, we’ll always do our best to make sure you’re kept updated. We’ll send you a text if your airline informs us of any delays.

To see if your flight is delayed, please check the most up-to-date information on your airline’s flight departures page. Always check in at the same time you normally would, unless you’ve been told otherwise.

If you’re denied boarding or your flight is cancelled or delayed for at least three hours, then please speak to airline staff at the check-in desk or boarding gate to see what you’re entitled to in terms of compensation and assistance.

Most airlines will let you bring ashes onboard. We would suggest checking with them before you’re due to fly, though. Most will need you to carry them throughout the duration of the flight on your lap, and you’ll need to show the death certificate at check-in and customs.

Just to make you aware, customs may also want to inspect the ashes, so please be prepared for this. If you wish to carry ashes, we’ll need to add a note to your booking to make check-in staff aware. We also suggest letting your airline know in advance as well.

Most airlines will have mobile boarding passes available. You can check with them beforehand to see if they offer this service.

For more info on how to check in with your airline, please visit our partner airlines info page.

APD (Air Passenger Duty) is a UK government tax charged to passengers departing from a UK airport. It’s currently £13 per person for a short-haul flight and £78 per person for long-haul, Egypt and Cape Verde flights.

Depending on what airline and what upgrade you added onto your trip, you may be entitled to airport lounge access. Please check directly with the airline you’re flying with for details.

If we know in advance that your flight’s going to be delayed, we’ll send you a text.

If you receive one of these texts, we’d recommend you keep an eye on your airline’s website, where you’ll normally find details about your flight and any changes.

If you’re already on your way to the airport, you’ll still be able to check in as originally planned. When you arrive at the airport, please listen out for any announcements and keep an eye on the departure boards. Your airline’s airport staff will normally be on hand to make sure you’re well looked after.

Check out our holiday extras page for more details and to book online.

Visit our Holiday Extras page for more details and to book online.

For most airlines at UK airports, bag drop desks open two to three hours before your departure time. If you’re taking a long-haul flight, we recommend you drop off your bags at least three hours before your flight leaves.

Check-in desks at resort airports usually open two hours before departure.

Bag drop desks at both UK and resort airports usually close 45 minutes before departure.

Some airlines at some airports let you to drop your bags off the night before you fly. To find out about this and to confirm bag drop times, check directly with the airline you’re flying with.

You’ll be able to choose seats if you’ve been given a separate flight booking reference by your airline and the airline has this option available. You’ll be able to do this either by contacting us, or while you’re checking in online.

Just so you know, some airlines only allocate seats and boarding passes when you check in.

You can check the airport’s departures and arrivals pages for the latest information, or you can check your airline’s website for information on your flight.

On most long-haul routes, you’ll be provided with complimentary meals and drinks. To find out exactly what’s included, please check with the airline you’re flying with.

Unfortunately, products like Fly Legs Up, JetKids Bed Box, Plane Pal or Comfy Hanger are not permitted to be used with most airlines. This also includes inflatable footrests.

We’d still suggest checking with the airline you’ve booked with, though – just in case.

E-tickets

You’ll get your e-ticket by email one to two weeks before your holiday.

Late bookings

If you book your holiday more than two weeks but under six weeks before the departure date, we’ll email your e-ticket two days after you book. For bookings made 14 days or fewer before travel, your booking confirmation will double up as your e-ticket.

Flight-only and accommodation-only bookings

If you’ve only booked a flight or accommodation, you’ll just need to take your confirmation email with you. You’ll receive it shortly after booking. If you don’t have your confirmation to hand, please make sure you have your booking reference details and lead passenger surname.

Haven’t received your e-ticket?
Log in to your Customer Account to resend your e-ticket. Alternatively, contact us as soon as possible and we’ll sort things out for you. If you’re unable to log in to your Customer Account then please contact us.

The Montreal Convention is officially known as the Convention for the Unification of Certain Rules for International Carriage by Air (1999). It governs all air carriers and imposes limits on liability with regards to accidents, damages, delays or loss of property.

Please take a look at our travel alerts page for the latest updates on destinations. For the latest flight information, please check your airline’s website.

With most airlines, you’ll need to pay an excess luggage charge if your luggage is over your allowance when you check in. Each airline also has a restriction on how heavy each piece of luggage can be, and some airlines will only allow one piece of hold luggage per person. Please check directly with your airline for more details.

To find out which terminal you’re flying from, please check with the airline you’re flying with.

This will depend on your airline and the airport you’re due to fly from. Check your booking confirmation or make sure to ask your airline.

Most airlines will provide an inflight cafe-style trolley service onboard, with a range of snacks and drinks. This varies from airline to airline, so we’d suggest checking with the one you’re due to fly with. Sometimes you can even browse the menu beforehand to pick what you’re having.

You’ll need to check directly with the airline you’re flying with.

You’ll need to check directly with the airline you plan on flying with. Just so you know, most airlines will require a diving certificate when you check in and most items will come with an extra charge from the airline.

This will depend on the airline you’re flying with and how many bags you’ve booked. We recommend checking your booking confirmation or asking your airline.

Depending on the airline you’re travelling with, you may be able to book specific seats based on medical conditions. We recommend contacting your airline to arrange this directly with them.

If you don’t receive your confirmation email 24 hours after you book, please contact us and we’ll sort things out for you.

When you contact us, please have the following information to hand so we can search for your booking…

– Reference number, if you made note of this
– Lead passenger name 
– Departure date
– Destination

For TUI flights, visit our secure API website and enter your details. You’ll need to log in using your First Choice booking reference number, the surname of the lead passenger – AKA the Top Dog – and your departure date, this can all be found on your booking confirmation or invoice.

If online check-in’s open for your TUI flight, you can enter your API information when you check-in.

Just so you know – If you’ve chosen Select Your Seat, Seats with Extra Space, Seats with Extra Legroom or Premium seats, online check-in opens 14 days before your outward flight.  If not, you can check-in online from 7 days before.

Alternatively, pop in to one of our travel shops along with your booking reference and all the passports of your party. 

For flights with one of our chartered airlines*, you can enter your details the same way that you would with a TUI flight.

If you’re flying with another airline not listed above, you’ll need to go directly to that airline’s website to enter your API details. Use your booking reference for that airline, rather than your TUI booking reference, and you’ll be able to log in.

If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?’

*Our chartered airlines are Air Europa, Albastar, ASL Airlines France, ASL Airlines Ireland, Evelop Airlines, Germania, Norwegian, Travel Service, TUI operated by Norwegian, and Volotea.
 

Booking online

If you’re booking more than 14 days before you travel, we’ll send you an e-ticket by email.

Booking 14 days or fewer before you go? Your booking confirmation will double up as your e-ticket.

Booking over the phone

If you book more than 14 days before you travel, we’ll send you an e-ticket by email. If you book 14 days or fewer before you go, we’ll send you a confirmation email that doubles up as your e-ticket.

Your e-ticket is a PDF summary of your booking that we’ll email you before you travel. You can find your flight and accommodation details, info on checking in, your luggage allowance and your ATOL certificate on there. Make sure to take it with you to the airport, as you’ll need it if you’re checking in in-person.

Some airlines will allow you to take pets, but it’s an extra service that you’ll need to arrange with them, so make sure you contact the airline as early as possible to ask about this.

Your luggage is now electronically tagged when you check-in, so there’s no need for luggage tags.

If any details are incorrect when you receive your booking confirmation or e-ticket, please contact us as soon as possible.

If you accidentally delete the email containing your e-ticket, or you lose a printed copy of the e-ticket, log in to your Customer Account where you can download it again. To download the e-ticket, click on the relevant booking and the link to the document will be located under Travel Documents on the side menu.

We’d recommend checking with the airline you’re flying with. Most will allow this but you’ll need to make sure you bring a doctor’s letter or evidence of your repeat prescription, too – especially if your medication is a liquid, as you’ll need to show this at security.

Diabetics

You can carry insulin and a pen injection device in your hand luggage but you’ll need to let your airline know about it when you check in. You’ll also need to show a doctor’s letter or approved diabetic card. It’s best you carry them with you even if you don’t think you’ll need them during the flight, just in case of delays.

This will depend on the airline you’re flying with. Give us a call on 0203 451 2690 before you book so we can check for you. If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?‘

If you’ve already booked your holiday, you’ll still need to call us so we can check if this is possible for your booking.

It might not be possible to arrange oxygen for the flight or there may be a charge. Give us a call on 0203 451 2690 before you book so we can check for you. If you’re not sure who you’re flying with, take a look at ‘Which airline am I flying with?‘

If you’ve already booked your holiday, you’ll still need to call us so we can check if this is possible for your booking.

Different airines will have different policies. If you contact us on 0203 451 2690 before you book, we’ll check you can definitely take your medical supplies with you.

The assistance offered by crew can vary by airline. We would suggest checking with the airline your flights are booked with to check how their cabin crew can help onboard.

You’ll need to look out for assistance points, which are usually at the main entrances, in the car parks and connecting transport areas. Each airport will also have an assistance desk.

Or, if you’re okay until after check-in, you can make yourself known to the check-in staff and they’ll arrange assistance for you from there.

You might find it useful to look on the airport website before you travel to see the layout and how far it is between certain areas – this can help you decide on what kind of help and the amount that you’ll need.

Most of the time, you’ll be able to keep your own wheelchair until boarding. But this can depend on the airport and the wheelchair you’re taking. If you need to check in your wheelchair, the airport will give you one to use at the airport. They’ll also arrange for you to have assistance from check-in to the plane and, once you’ve landed, from the plane to the baggage hall, where you can collect your wheelchair.

Of course – just give us a call on 0203 451 2690 to let us know and we’ll arrange airport assistance for you.*

If you’re on a package holiday with us, we’ll also check that your hotel is suitable for you.

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

Airline entertainment packages are always different and sometimes depend on whether you’re flying short haul or long haul. Have a look on your airline’s website to see what entertainment they offer for your flight.

Yes, depending on your airline, this may be possible. Please contact your airline to arrange this. Just to let you know – If you want to upgrade to TUI’s Premium Economy, this will only be available for both journeys.

Some airlines will allow this but please be aware that missing your outward flight may invalidate your return flight, or a fine may be issued by the airline. We recommend contacting the airline directly to confirm their policy beforehand.