Frequently Asked Questions

If you booked your holiday on our website or on the app, you can use Manage My Booking to make changes to your trip, including making payments towards your holiday.

To log in to Manage My Booking, you’ll need the following details:

– Booking reference, e.g. 12345678

– Lead passenger surname

Please contact us to make any other changes or if you have any problems logging in. If you’ve booked accommodation only, you’ll also need to contact us directly.

If you booked one of our holidays through another company, you’ll need to speak to them directly to make changes.

You may be charged a fee if you change or cancel your holiday. You’ll be able to see if this applies before you complete your change or cancellation. You can also find out what the fees are in our booking conditions.

How do I log in to Manage My Booking?

You can find the link to Manage My Booking at the top of the page if you’re looking on desktop, or under ‘Trips’ if you’re using the app.

You’ll need the following details to log in, which you’ll find on your confirmation email:

Booking reference, e.g. 12345678

Lead passenger surname

How can I make a change to my booking?

You can use Manage My Booking to change your holiday if you booked your trip on our website or on the First Choice app. Please note, some airlines might not let you change your trip online. If you have an accommodation-only booking, if you added insurance, parking, or an airport hotel to your booking, or if Manage My Booking doesn’t let you make changes, please call us on 0203 451 2690 between 9am-7pm on Monday to Friday, 9am-5pm on Saturday or 10am-5pm on Sunday. Our team will help you make any changes to your trip.

How much will it cost to cancel my holiday?

The cost to cancel your holiday, or to remove passengers from the booking will vary depending on how much time there is before you’re due to travel and which airline you’re flying with.

If you’re travelling on a TUI flight, you’ll find details of the charges in the booking conditions.

If you booked with a low deposit, the full deposit amount stated on your confirmation invoice will need to be paid when you cancel.

Please read through our terms and conditions for more details of the charges.

If you’ve only booked a hotel, the cancellation charges are different. You’ll find details of these in our booking conditions.

How much would it cost to change a name on my booking?

Whether you’re adding – or removing… – your bestie’s name from your trip, prices start at £25 per name change. This is subject to change and dependent on the type of trip you’ve booked and airline you’re travelling with. Please read through our terms and conditions for details of the charges.

I want to cancel my booking and receive a refund – what should I do?

Here’s our step-by-step guide on how to cancel your booking:

Just so you know, this video takes you through how to cancel your holiday booking on the TUI website, but the process is the same on the First Choice website.

If you’ve booked a package holiday or have an accommodation-only booking, you’re entitled to your money back within 14 days if we have to cancel it. Unless we’ve cancelled your booking or given you the option to cancel your booking, any cancellations are subject to our standard booking terms and conditions.

You can use Manage My Booking to change or cancel your holiday if you booked a package holiday on our website or on the First Choice app, and if your flights are with certain airlines. If you have an accommodation-only booking or you want to change any extras, please call 0203 451 2690 to speak to us directly. Our lines are open between 9am and 5:30pm from Monday to Friday, 9am-5pm Saturday and 10am-5pm on Sunday.

How do I change my booking?

You’ll need your booking confirmation number, your departure date and the surname of the lead passenger in order to make any changes – you can find all of this on your booking confirmation email.

Go to Manage My Booking.
Add your details and click ‘Login to your booking’.
Once you’re logged in, you’ll see a section titled ‘View or change your booking’ at the top of the page.
Click ‘Change your holiday’, then the window titled ‘Change your holiday’.
On the next screen, you’ll see our holiday search panel. Edit this to reflect the new holiday you want to change your booking to and click ‘Search’. Then choose the date you’d like for your new holiday.
On the next screen, you’ll see a description of the holiday you’ve chosen. If you’re happy with this, click ‘Continue’. Or, go back to search for a different trip.
You’ll then be presented with a summary of your new holiday. If your new holiday is cheaper than your original booking, you’ll be refunded the difference. If your new holiday is more expensive, you’ll need to pay the difference. FYI, if you’re changing your booking from a cancelled package holiday, you’ll only pay the difference once any incentives have been applied.

You’ll need to pay any outstanding amount 12 weeks before your new departure date. If your new holiday is due to depart within 12 weeks from when you’re making the booking, you’ll be taken to our payment page to pay the outstanding balance before you reach the confirmation page.

Once you’re happy with your booking, click ‘Continue’. You’ll then see a summary of your current booking alongside your new booking. If you’re happy with this, click ‘Confirm changes’. If you’d like to make some tweaks, you can click ‘Make more amendments’.
You’re all done! We’ll send you a confirmation of your booking change to your email address.

How do I change or cancel a booking that was made using a refund credit?

If the holiday you’d like to amend to costs less than your previous booking, we’ll refund you the difference. Unfortunately, if you’ve used a refund credit, we won’t be able to process this online for you. To change your booking, please call us on 0203 451 2690. You can call between 9am and 7pm from Monday to Friday, 9am and 5pm on Saturday and 10am and 5pm on Sunday.

If you’d like to cancel your booking, you’ll also need to call us on the same contact number and a member of our team will be able to process a refund for you.

Will I get a refund or extras or upgrades that I booked for my holiday?

If you booked any holiday extras with us at the time that you made your booking online or in Manage My Booking, like extra legroom seats or additional luggage, the amount you paid for them will be included in your refund. This also applies to any extras bought through holiday-extras or if you purchased AXA Insurance travel insurance through First Choice.

If you booked any other extras with us, we’ll proactively contact you.

If you booked any extras through a third party, you’ll need to contact them directly.

My holiday’s been cancelled for a second time – where do I stand?

We’re sorry you’ve been impacted by holiday cancellations more than once. You’ll be entitled to the booking incentive that’s valid at the time we notify you of your cancelled holiday. The amount of your incentive will be included in your cancellation email from us. This means that any incentive you received on your previous holiday that was cancelled will not be retained.

I’m due a full refund, but have only received a partial refund so far – why is this?

Due to card payment regulations, if you paid for your holiday in instalments – for example, you paid a deposit then two further payments – we have to refund each transaction individually. So, you might notice a refund that’s smaller than you expected coming into your account. Don’t worry – if you’re entitled to a full refund, all your payments will be refunded to you via your original payment method. If you paid different transactions via different payment methods, you might notice a delay between your refunds, but rest assured that you will receive your full refund.

I’ve heard that my hotel won’t be open for my holiday dates – will my holiday be cancelled?

Please be assured that we’re working closely with all of our hotel and resort partners to find out what other great hotels are available at the time of your holiday. For package holiday customers, we’ll be in contact with you to discuss your options as soon as we can. Accommodation-only customers will receive an automatic refund within 14 days of receiving their cancellation email if we have to cancel.

We’re part of TUI group – registered address: Wigmore House, Wigmore Lane, Luton, Bedfordshire, United Kingdom, LU2 9TN. Registered Number: 02830117. Registered Name: TUI UK Limited. ATOL Number: 2524. ABTA Membership Number: V5126.