The TUI cancellation policy sets charges as a percentage of your total holiday cost, based on how many days remain before departure. Cancel more than 70 days before travel and you lose only your deposit. Cancel within 14 days and you lose everything.
These charges apply to package holidays that include TUI flights. Flight-only bookings have separate conditions. If you booked through a travel agent rather than direct with TUI, check whether the agent’s own cancellation terms differ.
TUI cancellation policy: charges by days before departure
The table below shows the standard cancellation charges for TUI package holidays, as set out in TUI’s booking terms and conditions. The charge is calculated from the date TUI receives written notice of your cancellation.
| Days before departure | Cancellation charge |
|---|---|
| 70 days or more | Loss of deposit only |
| 63–69 days | 30% of total holiday cost |
| 49–62 days | 50% of total holiday cost |
| 29–48 days | 70% of total holiday cost |
| 15–28 days | 90% of total holiday cost |
| 0–14 days | 100% of total holiday cost |
Your deposit is non-refundable regardless of when you cancel. If the cancellation charge works out to less than your deposit, you still lose the full deposit.
Non-refundable extras — pre-paid seats, excursions, or hotel supplements that carry their own terms — will be added to the total you owe. Coach tours and holidays booked on scheduled airfares may also attract higher charges. Check your booking confirmation for the specific rates that apply to your holiday.
How to cancel your TUI holiday
There are two ways to cancel a TUI package holiday: online via Manage My Booking, or by calling TUI’s customer service team.
To cancel online, log in at tui.co.uk and go to My Bookings. Select the holiday you want to cancel and follow the cancellation steps. TUI will show you the applicable charge before you confirm, so you can see exactly what you will lose.
To cancel by phone, call the number on your booking confirmation. Weekday mornings tend to have shorter waiting times. Once you have cancelled, ask for written confirmation and keep it with your records.
If you booked through a travel agent, contact the agent directly rather than TUI. The agent handles the cancellation on your behalf.
TUI refunds: what to expect
TUI refunds the amount you paid minus the applicable cancellation charge. The refund goes back to your original payment method — usually the card used to make the booking.
Allow 10 to 14 working days for the money to appear. During peak booking periods it can take longer. If three weeks have passed and you have not received the refund, contact TUI with your booking reference and cancellation confirmation.
If you paid by credit card and the booking was over £100, Section 75 of the Consumer Credit Act gives you an additional claim route against your card provider. This is useful if TUI goes into administration.
Travel insurance may cover cancellation costs if you have a valid reason — illness, bereavement, redundancy, or jury service are common qualifying events. Check your policy before cancelling. Most insurers need you to notify them promptly.
If TUI cancels your holiday
Under the Package Travel Regulations 2018, if TUI cancels your package holiday it must offer you either a full cash refund or an alternative of equivalent standard. You are not obliged to accept a substitute — a full refund is always available.
If TUI makes a significant change to your holiday — a major shift in flight times, a downgrade in accommodation, or a change of destination — you have the right to accept the change, take a comparable alternative, or cancel with a full refund. TUI will notify you in writing and give you a deadline to respond.
ATOL protection. All TUI package holidays are ATOL protected. If TUI becomes insolvent after you have paid, the Civil Aviation Authority will either arrange for your holiday to continue or refund your money. Your ATOL certificate is issued when you book.
Events Beyond Our Control. If TUI cancels due to circumstances outside its control — severe weather, war, or a public health emergency — it is not automatically liable for compensation beyond a refund. Your travel insurance policy may cover additional costs in these situations.
TUI Flex: the flexible booking option
TUI Flex is an optional add-on available at the time of booking. It allows you to change your holiday — dates, hotel, or destination — for a reduced amendment fee, typically up to 14 days before departure.
TUI Flex does not allow free cancellation. If you cancel rather than amend, the standard charges in the table above still apply. If there is a reasonable chance you might need to change your dates, Flex provides some protection against amendment fees. If you think you might cancel entirely, travel insurance with cancellation cover is a more useful purchase.
For everything else about flying with TUI — baggage rules, check-in, and seat selection — see our complete guide to flying with TUI.
Frequently asked questions
Can I cancel my TUI holiday without losing money?
Not unless you cancel more than 70 days before departure and the calculated charge equals your deposit exactly. In practice you will always lose at least the deposit, and cancelling within 14 days means losing the full amount paid.
How long does TUI take to refund a cancelled holiday?
TUI typically processes refunds within 10 to 14 working days of the cancellation. During busy periods it can take slightly longer. If three weeks have passed without payment, contact TUI with your booking reference and written cancellation confirmation.
What happens if I simply don’t turn up for my TUI flight?
A no-show is treated identically to a last-minute cancellation. TUI applies the 0–14 day charge, meaning you lose 100% of the holiday cost. If you can no longer travel, formally cancel via Manage My Booking or by phone rather than failing to appear.
Can I get a refund if TUI changes my flight time?
It depends on the scale of the change. Minor adjustments do not automatically entitle you to a refund. If the change is significant — typically more than 12 hours from the original schedule — TUI must offer you an alternative or a full refund under the Package Travel Regulations 2018. Contact TUI directly if you believe the change is significant enough to warrant this.
Does travel insurance cover TUI cancellation charges?
It can, depending on your policy and your reason for cancelling. Most cancellation cover policies pay out for illness, bereavement, redundancy, or jury service. Changing your mind does not qualify. Check your policy’s list of covered reasons before cancelling and notify your insurer promptly once you decide to cancel.
Kate Acaster is Chief Editor at Flight Tribe. She writes about practical travel planning, budget airlines, baggage rules, city breaks, beach holidays and good hotels that do not cost daft money.
Kate has travelled through Europe, South America and beyond, usually with a notebook, a half-formed plan and a strong opinion on airport snacks. At Flight Tribe, her work focuses on helping UK travellers understand what is included, what costs extra, and whether a trip is worth booking at the price shown.
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