Get a Refund for Your Cancelled TUI Holiday
If TUI cancels your package holiday, you are legally entitled to a full cash refund, not just a credit note or voucher. Many people accept these alternatives, but your consumer rights are stronger than you might think. This guide empowers you to claim back your money quickly and effectively.
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Under the UK Package Travel and Linked Travel Arrangements Regulations 2018, if your package holiday is cancelled by the organiser (TUI), you are entitled to a full refund of all payments made for the package. This refund must be paid without undue delay and no later than 14 days after the cancellation. If you paid by credit card for a holiday costing over £100, Section 75 of the Consumer Credit Act 1974 provides an additional layer of protection, making your card provider jointly liable for the refund.
Step by step
- 1Check your cancellation confirmation from TUI and note the date of cancellation and any reference numbers.
- 2Contact TUI directly, clearly stating that you demand a full cash refund for your cancelled package holiday, citing the Package Travel Regulations 2018. Reject any offers of vouchers or rebooking if you prefer a refund.
- 3If TUI delays or refuses your refund, escalate your complaint. If TUI is an ABTA member, use their complaints procedure. For ATOL-protected holidays, you can contact the CAA (Civil Aviation Authority). If you paid by credit card, initiate a Section 75 claim with your card provider.
- 4If all other avenues fail, consider issuing a Letter Before Action and pursuing your claim through the Small Claims Court. This is often a last resort but can be very effective.
What they'll say, and your comeback
“We can only offer you a credit note or voucher for a future holiday.”
Comeback, Under the Package Travel and Linked Travel Arrangements Regulations 2018, I am legally entitled to a full cash refund for the cancelled package holiday. I do not wish to accept a voucher.
“Refunds are taking longer than usual due to high demand.”
Comeback, The Regulations state that a refund must be made without undue delay and no later than 14 days after the cancellation. I expect my refund within this timeframe.
FAQ
What if only my TUI flight was cancelled, not the whole package?
If you booked a flight-only with TUI and it was cancelled, your rights fall under UK261 (the retained EU law version of EC261). This entitles you to a full refund of your ticket price within 7 days, or an alternative flight.
Can I get compensation in addition to my refund?
For a package holiday cancelled by TUI, you are generally not entitled to additional compensation if the cancellation was due to unavoidable and extraordinary circumstances. Compensation under UK261 for flight-only cancellations may apply if the airline is at fault and the cancellation was not due to such circumstances.
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A self-serve tool, not a law firm. General information, not legal advice.