Frequently asked questions
Everything you need to know about booking tours and activities and managing your booking.
CancellationHow to cancel a booking, our refund process and what happens if a supplier cancels.
Confirmation email, tickets and voucherDownloading your vouchers/tickets and what to do if you haven't received a confirmation email.
Booking informationHow to make a booking, verify your booking status and what's included in your experience.
Booking modificationModifying the time or language of your booking and what to do if the supplier makes changes to it.
Payment and checkoutResolving payment and checkout issues and requesting an invoice.
Meeting point and pickup locationWhat to do if you're late for a tour and how to find your meeting point/pick-up location.
Account registrationThe benefits of signing up and accessing with another TUI account.
Promo codes and gift cardsHow to pay with a promo code and purchase a gift card, plus troubleshooting tips.