A MESSAGE FROM US
In accordance with the latest advice from the Foreign, Commonwealth and Development Office, we’re operating holidays to a select number of destinations, which are outlined further down on this page. For more information on these destinations, and to find out what you can expect if you travel to them, please have a read of our First Choice Holiday Promise.
The UK Government reviews its travel advice on a weekly basis, and this can sometimes force us to make changes to our holiday programme. Please understand that we are doing all that we can to give you as much notice as possible about any changes to your holiday and we apologise in advance for any inconvenience caused.
We’d like to extend a personal thank you for your patience and understanding as our customer service and social media teams work around the clock during such an unprecedented time.
Please continue reading for more information.
NEED MORE INFORMATION?
Get more information on your holiday that’s going ahead
Get more information on your cancelled holiday
Watch our video on how to use your refund credit online – just so you know, this video takes you through how to use your refund credit on the TUI website. If you'd like to book on the First Choice website, please rest assured that the process is the same.
HOW DO I KNOW IF MY HOLIDAY IS GOING AHEAD?
Due to the unprecedented changes to worldwide travel, we’re currently offering holidays to the following destinations:
Greece (some islands)
You can find more information on these destinations, as well as any special entry requirements here.
If your holiday falls into one of the below categories, we’re really sorry to say that it has been cancelled.
• Holidays to Egypt due to depart on or before 31 October 2020
• Holidays to Tunisia due to depart on or before 31 October 2020
• Holidays to Morocco due to depart on or before 31 October 2020
• Holidays to Bulgaria due to depart on or before 31 October 2020
• Holidays to Antigua due to depart on or before 1 November 2020
• Holidays to Jamaica due to depart on or before 31 October 2020
• Holidays to Punta Cana, Dominican Republic due to depart on or before 2 November 2020
• Holidays to Boa Vista, Cape Verde due to depart on or before 31 October 2020
• Holidays to Sal, Cape Verde due to depart on or before 31 October 2020
• Holidays to Costa Rica due to depart on or before 2 November 2020
• Holidays to the resort of Chania in Crete, due to depart on or before 31 October 2020
• Holidays to the resort of Malia in Crete due to depart on or before 31 October 2020
• Holidays to the resort of Laganas in Zante due to depart on or before 31 October 2020
• Holidays to Santorini due to depart on or before 31 October 2020
• Holidays to Mykonos due to depart on or before 31 October 2020
• Holidays to Goa due to depart on or before 6 November 2020
• Holidays to Italy due to depart on or before 31 October 2020
• Holidays to the Maldives due to depart on or before 1 November 2020
• Holidays to Malta due to depart on or before 31 October 2020
• Holidays to Cancun, Mexico due to depart on or before 2 November 2020
• Holidays to Los Cabos, Mexico due to depart on or before 31 December 2020
• Holidays to Puerto Vallarta, Mexico due to depart on or before 31 October 2020
• Holidays to mainland Portugal due to depart on or before 31 October 2020
• Holidays with TUI Airways flights to Madeira due to depart on or before 25 October 2020
• Holidays to Reus, Ibiza, Menorca, Majorca, Malaga and Alicante due to depart on or before 31 October 2020
• Holidays to Turkey due to depart on or before 31 October 2020
• Holidays to Florida due to depart on or before 30 November 2020
• Holidays to Phu Quoc due to depart on or before 31 December 2020
I’M BOOKED TO TRAVEL IN OCTOBER OR NOVEMBER TO A DESTINATION THAT’S NOT ON THE TRAVEL EXEMPTION LIST – WILL IT GO AHEAD?
We appreciate that there is ongoing uncertainty surrounding travel at the moment. We're monitoring the situation closely and hope that your holiday will be able to go ahead as planned, however we’re offering increased flexibility to help you plan ahead. If you have a holiday booked to a destination that’s not on the Foreign, Commonwealth and Development Office’s travel exemption list, and are due to travel between 10 October and 15 November 2020 inclusive, you can now amend to any holiday that’s currently on sale up until seven days before departure with no amendment fees.
You can amend your holiday using Manage My Booking. Please be aware that if your holiday package doesn't include flights with TUI Airways, you'll need to amend to a package which includes flights with the same carrier as your original booking – you can call us on 0203 451 2688 to arrange this. If you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.
WHAT HAPPENS TO MY HOLIDAY IF THERE ARE LOCAL RESTRICTIONS?
We’ve got a policy in place so you’re covered if local restrictions mean you can't travel. If you are self-isolating, or your area is in a local tier 3 lockdown, and you're due to depart in the next 14 days, you can choose a different holiday without paying any amendment fees. Or, if your holiday is due to depart within the dates that your area is in lockdown, you can also amend for free. If the new holiday is cheaper, you’ll be refunded the difference. And if it’s more expensive, you’ll need to pay the new balance.
WHAT ABOUT TRAVELLING WITH MORE THAN SIX PEOPLE FROM DIFFERENT HOUSEHOLDS?
Here at FirstChoice, we advise you to check the most up-to-date government guidelines and act responsibly. We aren’t able to supervise groups from different households who want to holiday together, so it’s up to you to follow the rules.
SHOULD I PAY MY BALANCE?
We appreciate that you may be feeling apprehensive about paying your balance. We’d like to reassure you that, should your booking become impacted by any changes in cancellation dates, you will be offered a range of flexible options. These options will include a refund credit and incentive, or the opportunity to apply for a cash refund.
Unfortunately, if you don’t continue with payments your holiday will be cancelled. If you booked in a TUI Store you can call 0203 451 2688 between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday – our Travel Advisors will be able to help you.
To give you peace of mind, we’d like to reassure you that all of our package holidays are ATOL protected, so you can pay your balance with confidence. And, should your holiday be cancelled at a later date, you’ll have the option to receive a refund credit or cash refund.
I FEEL UNSURE ABOUT TRAVELLING ON THE DATE OF MY BOOKING, WHAT ARE MY OPTIONS?
We know how important flexibility is at the moment, so we’ve introduced a free amends policy on new package holiday bookings. The policy is valid on new bookings which include flights with TUI Airways, made before 31 December 2020 and departing between now and 30 April 2021. For more information on this policy, take a look here.
If your holiday isn’t included under the free amends policy, and we haven’t cancelled your holiday, our normal booking terms and conditions apply. If your original travel date is more than 70 days away, then you can amend it for a £50pp fee.
I BOOKED IN A TUI STORE AND I NEED TO PAY MY BALANCE
To speak to the team, you can call 0203 451 2688 between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. Please do bear in mind that our call lines are experiencing exceptionally high volumes of calls so it may take longer than usual to get through to us.
I HAVE HEARD THAT MY HOTEL WON'T BE OPEN FOR MY HOLIDAY DATES, WILL MY HOLIDAY BE CANCELLED?
We’d like to reassure you that we’re working through any hotel closures in order of departure date and ask that you bear with us for now. We will be in contact with you to discuss your options as soon as we can. At the moment, we are prioritising customers whose holidays have been cancelled. Thank you for your patience.
WHAT IS A REFUND CREDIT
We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive.
Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. You can therefore be confident that you have financial security.
I WOULD LIKE A REFUND
If you no longer wish to have a refund credit note, please use our refund request form to apply for a cash refund.
HOW CAN I SPEAK TO A MEMBER OF THE TEAM?
To speak to the team, please call 0203 451 2688. If you booked in a TUI Store, you can call between 9am and 5.30pm from Monday to Friday, 9am and 5.30pm on Saturday and 11am and 5pm on Sunday. If you booked online or on the TUI or First Choice App, you can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.
Please use the number above to contact us, rather than any other that you might see online. Although we do operate some other numbers, 0203 451 2688 is our main phone line – using this number will ensure that you get through to the correct team. We’re also aware that some scammers are falsely advertising phone numbers as belonging to us, and potentially charging callers, so please be vigilant and only call 0203 451 2688.
A NOTE ON YOUR SECURITY
We’re aware that criminals are pretending to be TUI or TUI colleagues to try and defraud our customers using social media, email or telephone calls. To protect yourself against fraud never give away information about your booking on an email or telephone call.
The email address Covidfirstname.lastname@example.org is not affiliated, used by or monitored by us, and is likely to be used by fraudsters who are attempting to gain further information in order to commit acts of fraud.
Further to this we are also aware of potential fraudulent activity involving email addresses ending with firstchoiceukltd.com & tuicareteam.com.
If you believe that you may be a victim of fraud, then please visit https://www.actionfraud.police.uk for further advice and ways to report fraud to the relevant authorities.
When our team contact you, they’ll identify themselves with specific knowledge about your booking that only they and you could know. If you are in doubt just call our contact centre on 0203 451 2688. Thank you for your caution.
Read our refund credit and booking incentive terms and conditions
See the latest government travel advice