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Frequently Asked Questions

Frequently Asked Questions

What’s a Travel Money Card?

Our Multi-Currency Travel Money Card, in partnership with TUI, is a safe and secure alternative to carrying cash abroad. It’s a pre-paid card that you can load with up to eight currencies of your choice. You can then use the card to make purchases or withdraw cash all over the world.

I haven’t received my email confirmation for my Travel Money card, what should I do?

Please check your junk folder, as it may be there. If not, please contact the Customer Services team who’ll be able to request a duplicate for you.

 

 

What if I want to buy something and have enough in the overall balance to pay for it but it is split between a number of different currencies?

The transaction will still go through. The card will transfer currencies from the different balances into the correct currency to cover the cost of the purchase. There’s a 3% charge if this is done automatically. To avoid this charge, we recommend that you always have enough of the correct currency loaded onto your card, or transfer money across from other balances via MyAccount. The only time the transaction will decline is if there are insufficient funds.

 

 

I have more than one currency loaded onto my Multi-Currency Travel Money Card, will it always use the one for the country I am visiting?

Yes, the card will automatically use the currency of the country you’re visiting. But, if you run out of funds in that currency, it will start to transfer funds across from the next currency with the greatest balance available. There is a 3% charge if this is done automatically. To avoid this charge we recommend that you always make sure you have enough of the correct currency to cover the purchase, or transfer money across from other balances via MyAccount where these transfers don’t incur a charge.

 

 

What is Dynamic Currency Conversion?

Some shops and ATMs abroad might give you the option to pay or withdraw cash in either the currency of the country you are visiting or in GBP Sterling. This is known as Dynamic Currency Conversion (DCC). If you’re using a pre-paid card, you should always pick to pay in the currency that’s loaded on the card for the country you are in. Otherwise, you’ll incur additional charges from the retailer or ATM. We have no liability for these fees.

How can I withdraw money that’s left on my Travel Money Card?

If you’ve got any money left on your Travel Money Card when you get back from your holiday, you can convert the balance back to cash in a TUI Store. Please note only the primary cardholder can do this and you’ll need to take along photo ID, such as a passport or driving licence. Buy-back rates apply in store.

How much does it cost to load currency onto the card?

There is no charge to load currency onto the card, except if you load GBP where there is a 2% load fee charge. Currency is loaded onto the card at the exchange rate on the day.

How much does it cost to transfer currencies on the Multi-Currency Travel Money Card?

There’s no charge to transfer currencies – transfers are done at the currency exchange rate on that day. You’ll be given a quote for the exchange before you have to confirm.

Is there a maximum I can spend with the Travel Money card?

The maximum 24-hour ATM withdrawal limit is £500 and the max individual spend is £2,000. The maximum spend per year on a Multi-Currency Travel Money Card is £30,000 and maximum ATM withdrawal per year is £10,000.

I have tried to place an order online with TUI Travel Money but it keeps telling me it is unable to complete my transaction and to try again later, what should I do?

Please contact the Customer Services team on 0203 1300 133.*

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

Who do I contact if there’s a problem with my Travel Money Card?

Please call TUI’s Travel Money Card Customer Services team on 0203 1300 133. Standard call charges apply.

What do I do with my unused travel money?

You can return your unused travel money directly to a TUI Store and they’ll buy it back at the rate on the day. Please note, they can’t buy back coins or mutilated notes.

Can I purchase Buy-back Guarantee?

At the moment, the buy-back guarantee is only available on travel money purchases made in TUI Stores and can be used up to the value of £200.

I have reloaded my Travel Money Card/bought an item but it isn’t showing, what do I need to do?

It can take up to 48 hours for the funds to clear. If it still isn’t showing after this time, then call 0203 1300 133.*

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

I am trying to reload my Travel Money Card but it keeps telling me it is an invalid number, what do I need to do?

Please make sure you’re entering the 10-digit number on the back of the card and not the long number on the front. If you’re still having trouble, please call 0203 1300 133.*

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

I have ordered a new Travel Money Card and it still hasn’t arrived, what shall I do?

New Multi-Currency Travel Money Cards take up to two weeks to arrive. If it still hasn’t arrived after this time, then please contact 0203 1300 133.*

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

I’ve lost my Travel Money Card, what do I need to do?

Contact the Travel Money Card Customer Services team on 0203 1300 133 and they’ll cancel the card to prevent any further use.* If you have a Multi-currency Travel Money Card, they’ll be able to activate your second card so you can use that instead. If you have a Single Currency Card, they’ll try to arrange a Western Union money transfer if possible, or a replacement card.

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

I have forgotten my pin number for my Travel Money Card. What do I do?

You can reveal your PIN number on MyAccount. Alternatively, contact TUI’s Travel Money Card Customer Services team on 0203 1300 133. Standard call charges apply.

 

Is the second Travel Money Card linked to a separate account?

No, it’s linked to the same account and accesses the same funds.

Why can’t I find the currency that I need on the TUI Travel Money website?

If it’s a currency that isn’t listed in the drop down box, then it’s not available online. Your local TUI Store may be able to help.

Will a Rep meet me at the Airport?

If you booked a transfer with us, you’ll be greeted by a rep at the airport, just look out for the TUI Smile

Can I have my car delivered to my hotel instead of picking it up at the airport?

Yes – if you’ve already booked car hire through our partner cartrawler, for selected destinations, we offer hotel delivery. This means that you can have your car dropped off and picked up at your hotel at a time that’s best for you. It’s handy if you only want to rent your car for a couple of days, plus you won’t have to queue at the rental desk at the airport.

To see the hotel delivery options, make sure to enter the name of your hotel as the pick-up and drop-off location when you’re searching for car hire. If hotel delivery is available, you’ll be able to select the “hotel delivery” option under the “pick-up location” filter on the left-hand side of the screen.

Where and when can I find the pick-up time?

If you’ve booked a transfer with us, your pick up time will be available two days before you’re due to fly. We’ll send you a message with the information and you’ll also find the details in the First Choice app.

How can I book an experience whilst I’m on holiday?

You can either book on the First Choice app or online at First Choice Experiences.

Can I use my electric wheelchair in the hotel?

For health and safety reasons, a growing number of hotels aren’t allowing the use of mobility scooters within their grounds. Generally speaking, hotels that do so provide a parking or charging area outside of hotel grounds where you can park scooters. If you have a Blue Badge, we recommend you take this with you on holiday.

Please check if the hotel you’re considering allows the use of scooters before booking your holiday. Please note that manual and electric wheelchairs are considered fine to use both inside hotels and within the grounds.

For any questions regarding mobility aids, please call our Assisted Travel Team on 0203 451 2690.

Why does the ordering system on TUI Travel Money round up my order?

Orders will be rounded up to the nearest smallest denomination available for the currency you have picked.

What ID do I need to collect my TUI Travel Money currency order from a TUI store?

You’ll need to take along your confirmation number, the payment card used for the purchase and photographic ID, such as a driving licence or passport.

I ordered travel money from TUI Travel Money for home delivery but I wasn’t in to sign for it – what do I do?

If Royal Mail have tried to deliver your order they will have left a notification card detailing what you should do next.

I live in Northern Ireland or Jersey – can I order travel money from TUI Travel Money for collection from my nearest TUI store?

Unfortunately, at this time, only the home delivery service can be offered to customers in Northern Ireland or Jersey.

How do I activate my second Multi-currency Travel Money card?

You’ll need to contact the Customer Service team on 0203 1300 133, as this can’t be done in-store.* You’ll need the activation code, which is printed on the letter underneath the second card. Please follow the automated messages to complete activation.

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

Why have I been charged a cash advance fee with my order from TUI Travel Money?

Transactions for the purchase of foreign currency may be treated as cash advances by your card issuer, which results in an additional charge. This is not a charge made by us or TUI and we have no liability for these charges. Please refer to the terms and conditions of your card for more details.

I have ordered the wrong currency online with TUI Travel Money – can I change it?

Unfortunately we’re not able to cancel or change your order once it has been confirmed.

My passport and driving license don’t match the name on the card that I have paid for my travel money with, can I use these to collect my TUI Travel Money order?

You’ll need to take along a marriage certificate or deed poll in order to confirm your name and that it has been changed legally.

Can I send someone else to collect my TUI Travel Money order?

No, only the person that purchased the travel money is able to collect it. We will hold the currency in store for seven days to allow you to collect it on a day that is most convenient for you.

Can I choose the currency denominations when I order online at TUItravelmoney.co.uk?

No, you can’t choose the denominations that you receive, but we’ll always do our best to provide a mixture of small and large notes.

Can I change the store that I collect my TUI Travel Money order from?

No, once the order has been placed and confirmed, the collection shop can’t be changed on the systems and it must be collected from the selected shop on your confirmation.

I’m going on a day trip to a country with a different currency. I only have Euros on my Multi-Currency Travel Money Card, will the card use these?

The card will automatically transfer your Euros into the currency needed for purchases in a different country. There’s a 3% charge if this is done automatically. To avoid this charge we recommend that you always have enough of the correct currency loaded onto your card, or transfer money across from other balances via MyAccount as you won’t be charged for this.

What is the amount of currency I can order online with TUI Travel Money?

The minimum order amount is £100.

You can place a maximum of two orders per day at a combined total amount of £2,500. The maximum combined total order amount per person per year is £15,000.

What are Balearic Island’s alcohol restrictions and will they affect my holiday?

In 2020, the Balearic Islands introduced legislation that places limits on the sale and availability of alcohol.

This only applies within the resorts of San Antonio in Ibiza, and Magaluf and Playa de Palma in Majorca – it doesn’t affect other parts of the Balearics or mainland Spain.

If we become aware of any change that’ll significantly impact your holiday, we’ll of course let you know.

You can take a look at FCDO travel advice for Spain for more details.

Will a fridge be available for me to store any medication?

It usually depends on the type of room you’re booking as to whether there’s a fridge available. If you’ll need to store any medication, contact the Assisted Travel Team on 0203 451 2690 to check before you book. If you’ve already booked your holiday, please still call us and we’ll check for you. Sometimes, fridges will be available at a charge.

If there isn’t a fridge included with your room type, we can add a request to your booking, but unfortunately this isn’t guaranteed.

If the hotelier isn’t able to meet the request, they’ll make sure a fridge is available – usually in reception or in the kitchen – to store medication, 24 hours a day.

Can I take an electric wheelchair or scooter on the resort transfer?

As there’s limited space, many coach transfers can’t carry electric or non-collapsible wheelchairs or scooters. This means you’ll need to book a taxi transfer to your hotel. However, if a coach transfer was included in the price of your holiday, please call our Assisted Travel Team on 0203 451 2690 and we’ll try to sort out a discount against the cost of the taxi for you. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider. If your wheelchair is manual and collapsible, it can be carried on a coach.

Will I need to pay any taxes before I leave?

You’ll need to pay a tourist or visitor’s tax in some destinations. This can be payable on arrival or departure, at either the hotel or airport. Local payable taxes can change, so for the latest information we recommend you visit https://www.gov.uk/foreign-travel-advice.

Does my baby get a separate seat on the resort transfer?

Infants under two don’t get their own seat on the resort transfer. Instead, they need to sit on an adult’s lap.

How do I book an accessible room?

If you need an accessible room – such as one with a walk-in shower or wider doors for a wheelchair – please give our Assisted Travel Team a call on 0203 451 2690 before you book. We can then check if the hotel you’re interested in has any suitable rooms. If you’ve already booked your holiday but need an accessible room, call us as soon as possible so we can look into it for you. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

If you’d like a room located in a specific area of the hotel such as on the ground floor, near the main facilities, or a lift, we can add these as a request to your booking. Unfortunately they can’t always be guaranteed.

Are car seats provided on transfers?

Car seats are not a legal requirement for your overseas coach transfers, so they’re not something we’ll usually provide. It’s also worth noting that in some destinations they’re not required for taxi transfers either. If you’d like to take your own car seat, you can check this in with your hold baggage at the airport – it won’t count towards your luggage allowance.
If you’d like us to provide a car seat once you reach your destination, this can be requested but it’s not guaranteed. Give us a call on 0203 451 2690 and we can check this out for you.

Where can I buy attraction tickets?

You can book loads of things to do in your destination on First Choice Experiences.

 

How do I book an experience?

You can book experiences before you go on the First Choice Experiences website or give us a call on +44 20 3467 9700 if you can’t find what you’re looking for, or you need more information.*

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

Where can I find advice about swimming safely on holiday?

ABTA has got some great advice on how to stay safe while you’re on holiday, including safe swimming. Just check out their website.

How can I find out if my hotel is suitable for the less mobile?

Basic accessibility information is available on the hotel page on the First Choice website or app. If you’d like some more details, give the Assisted Travel Team a call on 0203 451 2690.

How do I contact you when I’m on holiday?

The best way to get in touch is to hit the chat icon on the First Choice app, or at the bottom right of our homepage. If you need to speak to someone over the phone, it’s +44 02038853468.*

There’s also an online form you can fill out on our Contact Us page.

*Calls from abroad will be charged at an international rate.

Can I change my hotel or return flight while I’m away?

We can always check the availability and cost of alternative hotels and flights for you. For support while you’re away, you can contact us 24/7 on the First Choice app. You can also call us on +44 02038853468*

*Calls from abroad will be charged at an international rate.

What do I do if I have a complaint whilst on holiday?

We want this to be your perfect trip, so if something isn’t quite right, please let us know – just make sure you have your booking reference number ready. While you’re away, you can contact us 24/7 on the First Choice app, call us on +44 02038853468.*

*Calls from abroad will be charged at an international rate.

Can I book a hotel kids’ club on the app?

Unfortunately, kids’ clubs aren’t available to book via the First Choice app. It’s best to speak with your hotel reception for the best way to do this. Some hotels have their own in-house apps or some take bookings at the kids’ club directly.

Will I have a rep at my hotel?

We’ve gone 100% digital, so you won’t find First Choice reps in your hotel. Instead, our online team are here to help you while you’re away. You can chat to them 24/7 on the First Choice app. Or, if you need to speak to someone over the phone, call +44 02038853468.*

*Calls from abroad will be charged at an international rate.

What’s included with my board basis?

Here’s a guide to what each of the board basis options mean:

Self catering: Meals are not included at your accommodation, but you’ll be provided with catering facilities to cook light meals.

Bed and breakfast: Breakfast is included at your accommodation.

Half board: Your breakfast and evening meal are included at your accommodation.

Full board: Your breakfast, lunch and evening meals are included at your accommodation.

All Inclusive: All Inclusive packages vary depending on where you’re staying, but usually include all meals plus drinks and sometimes snacks, too. To find details on what’s included at a specific stay, just check the hotel’s page. You’ll usually need to pay extra for any facilities marked with an asterisk.

What’s in my hotel room?

Things such as free tea and coffee, pool towels, Wi-Fi, a hairdryer or a fridge will usually be listed in the hotel overview as part of the Rooms summary. If you can’t find what you’re after or you need something specific, get in touch and we’ll double-check.

What’s the dress code at my hotel?

Dress codes vary between hotels, but sometimes, shorts are a no-go during dinner, so it’s worth taking an alternative.

How do I cancel my experience booking?

If your experience reference number starts with EXC, please contact our Experiences team on +44 20 3467 9700 to cancel your booking.* If your reference number is made up of numbers only, you can cancel it yourself online using Manage My Booking, as long as the experience is more than 48 hours away.

If it’s less than 48 hours before your experience, you’ll need to contact us to cancel your booking.

Just so you know, you might need to pay a charge if you cancel your experience. The amount you’ll need to pay depends on the terms and conditions of the experience supplier. You’ll see cancellation charge information when you get to the shopping cart point of the booking process.

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

Can you tell me what my Travel Money Card balance is?

If you have a Multi-Currency Travel Money Card, you can view your balance by logging on to MyAccount or the TUI Travel Money app. If you have a Single Currency card – please call 0203 1300 133.*

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

 

 

The rate has changed since I bought my travel money online with TUI Travel Money. Can I get the new rate?

Currency rates change on a daily basis, so the amount you receive will be at the rate on the day of purchase, as shown on your confirmation.

What is my MyAccount login?

If you’ve forgotten your login details you can reset them via MyAccount by clicking on ‘Forgotten user name’ or ‘Forgotten password’.

 

How long is my Travel Money Card valid?

You can find the expiry date on the front of the card.

How will I find my coach transfer when I arrive in resort?

If you download the TUI app before you depart https://www.tui.co.uk/destinations/info/my-tui-app
you can then save time on arrival by checking your TUI app to see your coach number. And when you have cleared security, you will be greeted by our destination team and/or your driver – look out for the TUI Smile.

Is there an age limit for car hire?

For most countries, you need to be aged 21 or over to drive a hire car – for Turkey, you will need to be 22 or over. You may also need to pay a young driver surcharge, which usually applies if you’re under 25 years old.

Please note that there is also a maximum age limit for rental cars – this is 70 years old in most countries.

How long will it take to receive a refund for my experience booking?

Card refunds usually take 7-10 days to reach your account, depending on your bank. If you still haven’t received your refund after this time, please contact us and we’ll look into it for you.

Do I need a credit card to hire a car?

Yes, the car hire company will need to take your credit card details to cover any deposit for the car.

You’ll need a valid major credit card in the name of the lead passenger. Visa and Mastercard are widely accepted. For other types of card, please check with the car hire company.

 

How do I change the date of my experience?

If your reference number starts with EXC, please contact our Experiences team on +44 20 3467 9700 to change your booking.*

Just so you know, you might need to pay a charge if you change your experience. The amount you’ll need to pay depends on the terms and conditions of the experience supplier. You’ll see cancellation charge information when you get to the shopping cart point of the booking process.

If your experience booking reference is made up of numbers only, you’ll need to cancel it online in Manage My Booking. At this point, you’ll need to confirm you agree to any cancellation fees and make a new booking.

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

Will a cot be available at the hotel for my baby?

If you need a cot in your hotel room, just let us know before you travel so we can request one. Just so you know, we’ll add the request to your booking but, unfortunately, we can’t guarantee the cot will be available when you arrive.

At some hotels, you’ll need to pay a charge to use a cot during your stay. For some family hotels, you’ll also see an option to pre-book a cot as you book your holiday online.

I’ve booked an experience but haven’t received a confirmation email – has my booking gone through?

If you haven’t received an email confirmation for your experience booking, please check your spam or junk mail folder.

If you still can’t find it, please contact our Experiences team on +44 20 3467 9700.* Please have the date you selected and the experience name ready when you call, as this helps us find your booking.

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

I’ve booked an experience – when will I receive my e-ticket?

You’ll receive your experience e-ticket via email up to 48 hours before you’re due to travel.

If it’s less than 48 hours until your holiday and you still haven’t received your e-ticket, please contact our Experiences team.

How will I find my taxi when I arrive in resort?

In most airports our international TUI team will be available to meet you at the airport, you will find them by looking out for the blue TUI uniform. They will direct you to your private transfer driver.
In some airports your driver will be waiting for you directly with your name displayed on a board – look out for the TUI smile.
 

How long will my resort transfer take?

Take a look at the Hotel Details page for details on how long the trip will take, as each hotel is different. 

Transfer upgrades such as private taxis are available on most of our holidays, you’ll have the option to upgrade to these when booking your holiday. If you’ve already booked and would like to find out more, then log in to your Customer Account or Manage My Booking. If you booked in a store, you should visit or get in touch with the store where you booked or call us on 0203 451 2690.

Why do I need to pay extra for my coach transfers?

We charge extra for coach transfers when you book certain types of holiday. 

The cost of the transfers is included in the holiday prices you see in your search results and on the Accommodation Details page. When you get to the Travel Options page, you’ll see a breakdown of how much the transfers cost and you can also remove them from your booking.

What time is check out at my hotel?

The check-out time varies at each hotel, so it’s best to speak to the hotel directly or check on the hotel’s page on the First Choice website or app. If you’re catching an evening flight, you might be able to enjoy your room for a little longer by booking late check-out. You can add this upgrade when you book with us, add it to an existing booking via Manage My Booking, or discuss with the hotel directly.

Can my hotel cater for my dietary needs?

If you’ve got specific dietary needs, contact us before you book and we’ll find out if the hotel can cater for you, so you can book with peace of mind. We’ll also add a note onto your booking to make the hotel aware of your requirements, but it’s best to speak to the restaurant staff when you arrive, too.

If you have any severe allergies, please contact us to discuss.

Due to a disability I can’t use the coach transfer included in my holiday, what other transfers can you arrange?

If you’re unable to climb the steps onto a standard coach transfer, please call our Assisted Travel Team on 0203 451 2690 to let us know. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Our Assisted Travel Team can help you book an alternative taxi transfer and if a coach transfer was included in the cost of your holiday, we’ll try to sort out a discount against the cost of the taxi for you.

Please bear in mind that, depending on the resort you’re travelling to, the taxi we book may not be an adapted vehicle, as these aren’t always available. But the team will do their best to get things sorted for you.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

Call centre opening times

After Sales

If you have already booked a holiday and need to contact us, call:

Call centre opening times