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Volcanic Ash Disruption Frequently Asked Questions

I have a booking / would like to make a booking, what happens if the Volcanic Ash Cloud closes UK airspace again...

I have a booking / would like to make a booking, what happens if the Volcanic Ash Cloud closes UK airspace again?

Package Holidays: If your flight is cancelled and you are unable to travel to your destination within a reasonable amount of time (subject to our terms and conditions and the airlines conditions of carriage), you will be able to rebook your holiday for an alternative date – where possible we will endeavour to amend your holiday for the same price although occasionally some costs may be higher. Or, if we cannot amend your holiday, we will offer you a full refund.
Accommodation Only: If you cannot travel to your accommodation, our standard cancellation charges will apply. We will suggest that you contact your travel insurance company for assistance.
Flight Only: If your flight is cancelled, we will endeavour to rebook your flight in line with the airline’s policy for rebooking. If we are unable to do so and you choose not to travel we will refund your flight ticket.

I have a booking / would like to make a booking, what insurance policy will ensure that I have cover in case of a similar incident?

All insurance policies will differ regarding cover offered for what is termed a ‘force majeure’ situation. You should speak with your potential insurer and ask them for their policy details.

I have a booking / would like to make a booking, what will happen if I cannot travel back to the UK because of a similar incident?

The airline is usually responsible for providing you with basic welfare (accommodation and meals) if your flight back to the UK is delayed or cancelled and they will also endeavour to transport you home, even if this means by alternative transport over land/sea. Our resort teams are always available to offer practical assistance to our passengers.

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My flight has not yet been cancelled .....

I am due to go on holiday soon and my flight has not yet been cancelled, what should I do?

We will be contacting all passengers whose flight has been cancelled, prioritising our calls in departure date and departure time order. The airline website is the best source of updated information. We advise you to plan to check in for your flight as normal unless we or the airline advise you not to do this.

I am due to go on holiday soon and my flight has not yet been cancelled, can I choose to cancel?

Dependent on the date of your departure, some airlines are allowing passengers to amend their dates or cancel their flights, because of potential ongoing schedule problems caused by the length of time UK airspace has been closed. Should your airline allow free cancellation then we will refund you any monies that the airline have agreed to refund, plus other elements of the holiday you have booked with us - such as hotels and transfers. If your airline has not cancelled your flight or at this stage allowed free amendments then cancellations charges will apply as per our normal terms and conditions.

I am due to go on holiday soon and my flight has not yet been cancelled, can I choose to amend my dates anyway?

Dependent on the date of your departure some airlines are allowing passengers to amend their dates or cancel their flights. Please refer to the airlines website for their policy. If your airline is allowing amendments for your departure date, we will be pleased to assist you to do this. Although we will not charge our amendment fee, please be aware that there may be amendment charges applied to other elements of the holiday booked with us - such as hotels and transfers - and these costs will be passed to you.

I have accommodation only booked with you, UK airspace is confirmed as closed for my departure, can I choose to cancel?

Should you choose to cancel your accommodation with us, our standard cancellation charges will apply. A cancellation invoice will be issued and we suggest that you contact your insurers, who may allow you to make a claim through your insurance policy.

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My flight was cancelled before I departed on my holiday...

My flight has been cancelled, what should I do?

We will be contacting all passengers who have experienced a flight cancellation, prioritising our calls in departure date and departure time order. We will endeavour to help all passengers re-organise their holiday, although we may not be able to discuss dates in the immediate future due to the uncertainty of when UK airspace will be fully reopened. We will discuss with you when we speak to you. We would like to rebook your holiday for you and suggest that we hold your booking and re-organise your holiday with any new requirements you have after UK airspace has reopened.
If your holiday has already been cancelled we would like to help you book a new holiday. We will endeavour to contact you but due to the volume of passengers affected you may wish to contact us to rebook. Please contact us on 01293 845 544 (9.00am to 6.00pm Monday to Saturday and 10.00am to 5.00pm Sunday)

Will I be compensated because my holiday was cancelled or the dates amended?

Due to this situation being force majeure, meaning that even taking reasonable care we could not have prevented it from happening, we are unable to pay compensation for your holiday cancellation.

My cancelled flight and accommodation was booked with you and you rebooked my holiday, but my new flight has also been cancelled, what should I do?

The same policies will apply now as when your holiday was first cancelled. Please refer to “My flight has been cancelled, what should I do?”

My flight/accommodation/holiday was cancelled and you have agreed to refund my money but I have not received it yet, who should I contact?

We are sorry if it is taking longer than expected to refund your money. We estimate that due to the unprecedented amount of cancellations being processed, it may take us up to 14 days to process your refund. Direct Passengers: If you have not received the refund outside of this time, please contact your bank/credit card in the first instance to enquire if they have received the funds but the funds are waiting to clear. If your bank/credit card has not received the funds, please contact our Credit Control Team Email: UKSD.creditcontrol@tuispecialist.com
Travel Agent Passengers:If you have not received the refund outside of this time, please contact your travel agent, who will process the refund.

My flight was cancelled and I agreed for you to hold my money until I rebook, when can I do this?

We will endeavour to help all passengers re-organise their holiday, although we may not be able to discuss dates in the immediate future due to the uncertainty of when UK airspace will be fully reopened. When UK airspace has re-opened please contact us on 01293 845 544 (9.00am to 6.00pm Monday to Saturday and 10.00am to 5.00pm Sunday)

What if my new holiday is more expensive than the original one?

Although no amendment fees will be charged by us for you to amend your holiday dates, any additional costs charged by our suppliers will be payable by you. We will endeavour to keep these costs to a minimum and assist all of our passengers to find a holiday that is appropriate for their requirements. If this is not possible, you will be entitled to a refund of any monies held by us.

I incurred additional expenses when booking my holiday, such as an un-refundable kennel deposit, and/or lost wages due to time off to travel to the airport, can I reclaim these costs?

Due to this situation being force majeure, meaning that even taking reasonable care neither we nor our suppliers could have prevented it from happening, we are unable to refund consequential losses incurred by our passengers.

I booked accommodation only with you, can I claim a refund if I was unable to use it because my flight was cancelled?

Our standard cancellation charges will apply if you booked accommodation only with us. A cancellation invoice will be issued and you may be able to claim through your insurance policy.

I booked flight only with you, can I claim a refund of my cancelled flights?

Yes, you can claim a refund of affected flights booked by us. However, if you had ongoing flights booked with other suppliers you will have to contact them regarding a refund of these costs.

I booked flight only with you, can I claim compensation because I was unable to use the accommodation I had booked?

No, you can only claim a refund of the affected flights booked by us. If you had other arrangements booked with other suppliers you will have to contact them regarding a refund of these costs.

I am still travelling on my holiday, but now it is for fewer nights, can I claim a refund of the unused nights?

Yes, if your amended holiday dates mean you have fewer nights in resort, the unused nights can be refunded. However, please bear in mind that other elements of your holiday, such as your new flights, may have been more expensive and any decrease in accommodation costs may have been used to off-set higher charges for these other elements. Please also refer to “What if my new holiday is more expensive than the original one?”

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I am overseas and my flight has been cancelled...
Please be aware that exceptions to the below policies will not be possible.

How do I know the latest update on when my flight will be rescheduled?

Regrettably, in many cases, no confirmed dates can currently be given to you because the situation is ongoing. If our resort team are contacted by the airline about your booking they will contact you with those options. However, due to the number of passengers involved in this incident, unless your resort team have already confirmed details to you please contact your airline directly. We advise that you check in as normal unless you are advised otherwise by the airline.

If you are unable to get through to our resort team or your airline and your flight has already been cancelled, you may call our Incident Team in the UK - +44 1293 845 544 (9.00am to 6.00pm Monday to Saturday and 10.00am to 5.00pm Sunday). Please be aware that airline service and resort team phone lines may be very busy and you may have to continue to hold or call them more than once. Our Incident Team line is also very busy and there are currently long call waiting times, so we ask that you speak with your airline or the resort team if at all possible.

I am incurring additional expenses of accommodation and meals during the delay, can I claim these back?

All passengers: The airlines are responsible for providing our passengers with accommodation and meals during the delay. Please contact your airline to confirm what accommodation they are providing for their passengers. If you choose to book your own accommodation because the airline has not provided it for you, and wish to make a claim from the airline, you should agree this with the airline prior to incurring costs and keep your costs to a minimum level as only reasonable costs will be considered. If you have spoken to the airline and they have refused to cover reasonable costs of basic accommodation and meals, please speak to your insurance company.

Package Holidays:If your insurance company will not cover these costs, we will cover reasonable expenditure for accommodation. Please contact our resort team before you incur any further expenses because you will need their agreement for us to cover the costs. Where possible we will pay the supplier direct for Bed & Breakfast or Room Only, depending on your original board basis (Bed & Breakfast will be covered for half board, full board and all inclusive passengers). This will be backdated for all extra nights. Any other expenses for meals, incidentals, phone calls etc will not be covered and we would ask that you settle these direct with the hotel when you check-out. This may mean that you are moved from your original accommodation and asked to stay in a different hotel.
If you have already moved from your original hotel and are no longer staying in a property we feature in our programme we will be unable to cover these costs and you will need to refer these costs to the airline. Please speak to our resort team if you would like to move back to one of our hotels.

Please note: You will need to keep receipts of all expenditure in order to make a claim from the airline, your insurance company or from us. You should always keep a copy of receipts you send on, and send the originals when requested.

Accommodation-only bookings: If you have booked accommodation-only with us and neither the airline nor insurance company will assist you, all charges will be payable directly to the suppliers and cannot be refunded by us. If you choose to amend hotels, please let our resort teams know your new contact details.

The hotel that the airline is accommodating us in was not the same standard as our holiday accommodation, who can I complain to?

The airline is not responsible for providing accommodation to the same rating as the rest of your holiday. They are only responsible for providing basic accommodation and meals. Bearing this mind, if you still feel that the accommodation used by the airline was not appropriate, please contact the airline direct with your complaint.

I have chosen to move from/not go to the accommodation the airline is using, can I claim back costs?

The airline may allow you to claim back reasonable costs of alternative accommodation, however this is not guaranteed unless you speak with them and agree it prior to incurring costs. If you choose to remain at a property that is more expensive than the hotel offered by the airline, you should be aware that because you have refused the accommodation offered by them the full cost of the alternative may have to be borne by you.

The hotel that you are accommodating us in is not the same standard as our holiday accommodation, who can I complain to?

We guaranteed to provide accommodation of the standard advertised for your holiday during the dates confirmed on your holiday invoice. The extra nights needed after this date passed, caused by the force majeure situation, cannot be guaranteed in the same accommodation / the same rating as the rest of your holiday. No compensation will be payable because of a downgrade or change of location for the extra nights.

I have chosen to move from the accommodation you are using, can I claim back costs?

If you choose to remain at / move to a property that is not the accommodation offered by us for the extra nights needed you will be unable to claim any of these costs back from us. You may submit a claim to the airline or to your insurers for these costs, but you should be aware that because you have refused the accommodation offered by us the full cost of the alternative may have to be borne by you.

The airline/you have offered to transport me back to the UK over land/sea, do I have to accept this?

The airline is responsible for transporting you back to your original point of departure. During a delay or flight cancellation they may choose reasonable alternative transportation methods to do this. Although the distances by land/sea are great, due to the unprecedented length of time UK airspace has been closed the airlines will consider this to be a reasonable alternative to a flight at this time. We may assist in arranging similar transport also and offer this to you. If you choose not to accept our/the airline’s offer of alternative transportation, you may have to make your own arrangements to return home at your own cost. You should check the airline’s policy direct with them and speak with our resort team regarding our policy if we have arranged the transport.
Neither we nor the airline will cover any additional accommodation expenses you incur after the date we have offered to transport you home, whether by land, sea or air.

How will I get from my hotel to the airport?

Our resort team will assist you to return to the airport. Please ensure they are aware of your new hotel name if you have moved from your original hotel. You may be asked to cover additional costs if the alternative hotel is further from the airport. We cannot guarantee that you will receive private transfers.

The airline is flying me back to a different airport to the one I booked, what do I do?

The airline should return you to your original point of departure. This may mean that you fly to a different airport and are then transported by land to your original airport. When your airline confirms your new flight details, they should advise you of the ongoing transport plans. If they do not do this, please query this with them and agree a refund of any additional expenses you will incur. If you do incur expenses yourself, ensure these are reasonable and keep the original receipts to send to the airline when you return home.

I want to make my own arrangements to travel home, rather than wait for the airline/you to transport me, can I claim a refund of these expenses?

The airline is responsible for transporting you back to your original point of departure, or offering you a refund of the flight that has been cancelled. If you choose to make your own arrangements to travel home, the airline will refund the unused flight costs through us. If the alternative arrangements you have made were more expensive these extra costs cannot be refunded by the airline or us. Your insurance company may be able to provide assistance but you should contact them before incurring costs.
If you made your own arrangements to travel home, please ensure our resort team and the airline are aware of your plans.

I have a different problem I would like to speak with you about, who should I contact?

If you experience an unrelated issue, please continue to contact our resort team on the numbers provided to you already, but please bear in mind that they will be very busy and you may have to try more than once to get through to them. If you are experiencing an unrelated emergency out of office hours and are unable to speak with the resort team the 24 hour emergency number supplied on your documents can be used +44 1582 644100 – this number should be used for emergencies only.

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I am now back in the UK after experiencing a delay in my return flight...
Please be aware that exceptions to the below refund policies will not be possible. Whilst we regret that we cannot provide the refunds and compensation payments some of our passengers wish to claim, we would ask that you do not contact us unless you have a valid claim as stated below and can provide the documents requested, or your query is not answered in the below information.

Will I be compensated because I did not travel home on the day I expected?

Due to this situation being force majeure, meaning that even taking reasonable care we could not have prevented it from happening, neither we nor the airline are able to pay compensation for the delay you experienced returning home. Any requests for compensation will therefore be denied.

I incurred additional expenses of accommodation and meals during the delay, can I claim these back?

All passengers: The airlines were responsible for providing our passengers with accommodation and meals during the delay. When you spoke with our resort team or the airline whilst you were abroad, we would have confirmed what accommodation they or we were providing for passengers.
If you did not contact us or the airline, and choose to book your own accommodation, the airline should consider re-imbursement of reasonable costs. However, this is not guaranteed if you did not pre-agree the costs with them. The airline is not obliged to provide or refund accommodation at the same rating as you have booked through us and only basic accommodation and meals may be refunded by the airline.
If you have spoken to the airline and they have refused to cover reasonable costs of basic accommodation and meals, please speak to your insurance company.

Package Holidays: If your insurance company will not cover these costs, we may cover reasonable expenditure for accommodation and either Bed & Breakfast or Room-Only depending on your original board basis (Bed & Breakfast will be covered for half board, full board and all-inclusive passengers). This refund should have been agreed whilst you were overseas, and we cannot guarantee to make a full refund of your expenses if it has not been pre-agreed. Please be aware that if you moved from your original hotel to a property that we do not feature in our programme without our agreement to cover costs, we will be unable to cover these costs and you will need to refer these costs to the airline.
If your refund request meets the above criteria, you may request a refund of your accommodation costs by writing to us: Customer Relations Incident Team, The Atrium, London Road, Crawley, RH10 9S, including original proof that neither the airline nor your insurance company will assist you and original receipts showing your expenses in detail. If you have not included proof as above, your claim will be returned to you for you to take the appropriate action prior to re-sending the information to us. We will be unable to action even partial refunds without this information.

Please note: You will need original receipts of all expenditure in order to make a claim from the airline, your insurance company or from us. You should always keep a copy of receipts you send on, and send the originals when requested.

Accommodation only bookings: If you booked accommodation-only with us, unfortunately we are not able to refund the additional costs incurred.

I incurred additional expenses in the UK, such as kennel costs, and/or lost wages due to the delay, can I reclaim these costs?

Due to this situation being force majeure, meaning that even taking reasonable care neither we nor our suppliers could have prevented it from happening, we are unable to refund consequential losses incurred by our passengers. Your insurance company may be able to assist you. Please do not contact us to refund these expenses, as your request will be denied.

The hotel that the airline accommodated us in was not the same standard as our holiday accommodation, who can I complain to?

The airline is not responsible for providing accommodation to the same rating as the rest of your holiday. They are only responsible for providing basic accommodation and meals. Bearing this mind, if you still feel that the accommodation used by the airline was not appropriate, please contact the airline direct with your complaint.

I chose to move from the accommodation the airline was using, can I claim back these costs?

The airline may allow you to claim back reasonable costs of alternative accommodation, however this is not guaranteed unless you spoke with them and agreed it prior to incurring costs. If you chose to remain at a property that was more expensive than the hotel offered by the airline, you should be aware that as you have refused the accommodation offered the full cost may have to be borne by you.

The hotel that you accommodated us in was not the same standard as our holiday accommodation, can I claim compensation from you?

We regret that if the airline did not offer you accommodation and we booked extra nights for you, due to costs or availability, you were not able to stay in the same accommodation/same standard accommodation during the delay. We guaranteed to provide accommodation of the standard advertised for your holiday for the dates confirmed on your holiday invoice. The extra nights needed after this date passed, caused by the force majeure situation, could not be guaranteed in the same accommodation/the same rating as the rest of your holiday. Compensation cannot be offered in these circumstances.

I chose to move from the accommodation you were using, can I claim back these costs?

If you chose to remain or move to a different property to the one that was offered to you by us for the extra nights needed you will be unable to claim these costs back from us. You may submit a claim to the airline or to your insurers for these costs, but you should be aware that as you refused the accommodation offered the full cost may have to be borne by you.

I chose to stay in my original hotel, although the airline/you were offering an alternative, can I claim back these costs?

If you chose to remain or move to a different property to the one that was offered to you by us for the extra nights needed you will be unable to claim these costs back from us. You may submit a claim to the airline or to your insurers for these costs, but you should be aware that as you refused the accommodation offered the full cost may have to be borne by you.

I chose to make my own arrangements to travel home, rather than wait for the airline/you to transport me, can I claim a refund of these expenses?

The airline is responsible for transporting you back to your original point of departure, or offering you a refund of the flight that has been cancelled. If you chose to make your own arrangements to travel home, the airline will refund the unused flight sector through us. If the alternative arrangements you have made were more expensive these extra costs cannot be refunded by the airline or us. Your insurance company may be able to provide assistance but you should contact them before incurring costs.
If you made your own arrangements to travel home, please contact us to request a refund of your unused flight. Please do not contact us to refund additional expenditure incurred by booking alternative arrangements, as we are unable to do so. You may request a refund of your inbound flight costs by emailing us cr.incident@tuispecialist.com or calling us 01293 845530.

How much will I be refunded for my return ticket if I made my own arrangements home?

In most cases we will have purchased a return ticket for your holiday from the airline. The price of the return portion of the ticket is not made available to us by the airline when we book. We will therefore need to contact the airline to confirm the amount.
Due to the number of refund requests that the airlines will receive because of this incident, this may take some weeks. However, we will acknowledge receipt of your refund request and immediately pass it to the airline.

The airline transported me home by train / bus / ferry, will I get a refund of my airfare because I did not fly?

The airline is responsible for transporting you back to your original point of departure. During a delay or flight cancellation they may choose reasonable alternative transportation methods to do this. Although the distances by land/sea are great, due to the unprecedented length of time UK airspace has been closed the airlines will consider this to be a reasonable alternative to a flight at this time. We may also have assisted in arranging similar transport. You will not be refunded any of your flight costs if you were transported back to your original point of departure by us or the airline.
If you chose not to accept our/the airline’s offer of alternative transportation, you may have to make your own arrangements at your own cost. You should check the airline’s policy direct with them and speak with our resort team regarding our policy if we have arranged the transport.
Neither we nor the airline will cover any additional accommodation expenses you incur after the date we have offered to transport you home, whether by land, sea or air.

The airline returned me to a different airport than the one I originally booked and I had to pay extra to get back home, can I claim back these costs?

The airline is responsible for returning you to your original point of departure. We are sorry if this was not the case. If the airline did not give you instructions regarding ongoing transport and you incurred expenses yourself, send the original receipts direct to the airline. They will cover reasonable expenditure back to the original airport, but are unlikely to cover costs of travel back to your home unless this was closer than the airport.

The airline flew me to a different airport than the one I originally booked and then transported me by land to my original airport, can I get a refund of any of my airfare?

The airline may have flown you to a different airport and then transported you by land to your original airport. This is considered acceptable during an incident of this nature and no refund of unused airfares will be offered.

The transfer I received back to the airport was not the type of transfer I booked, can I claim a refund?

We will be able to refund you the difference in cost between different types of transfer – e.g. private transfer to shared transfer – but will not be able to offer compensation for the change of transfer. Please contact us with the details cr.incident@tuispecialist.com; due to the number of passengers affected and the various changes that took place we will not be able to contact you pre-emptively.

I did not receive any contact/enough contact from your resort team during my stay, who should I complain to?

We are very sorry if you did not receive what you felt was appropriate contact from us during the delay. We had a number of resort teams in place contacting our passengers, but due to the unprecedented number of passengers affected by this situation and the length of extra time passengers had to remain in resort, we may not have been able to give the personal service we usually offer. We thank you for your patience and understanding that this situation was unprecedented and resources available were limited. Should you wish to make a comment, but do not require a response please complete our questionnaire online available from our website. If you wish to make a complaint and require a response, please contact us on email cr.incident@tuispecialist.com with the details of your complaint. Due to the number of passengers who will be contacting us for flight refunds, we ask that you are patient whilst we investigate and respond to your complaint within 28 days.

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I need to make an insurance claim ...

I need to make an insurance claim, what do I need?

All insurance policies will differ so it is best to speak with your insurance company before incurring expenses or immediately afterwards if it is not possible to contact them beforehand. As standard you will often need:
- A copy of your invoice or your cancellation invoice – a cancellation invoice will only be provided when your whole booking is cancelled, otherwise an amended invoice will be provided showing the elements of your holiday remaining on the booking.
- Confirmation from the airline that your flight was cancelled. You will need to contact the airline directly for this, as we are unable to provide this certificate.
- Original receipts for expenses you wish to claim – remember to always keep a copy of your receipts if you have been asked to provide the originals, and send the documents recorded delivery.

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I would like to contact you...

I would like to rebook my holiday, who should I contact?

Please refer to “My flight has been cancelled, what should I do?”

I would like to check if my refund has been issued, who should I contact?

Please refer to “My flight/accommodation/holiday was cancelled and you have agreed to refund my money but I have not received it yet, who should I contact?”

I would like to make a complaint about this incident or have a valid refund request confirmed above, who should I contact?

Please email us cr.incident@tuispecialist.com or write to Customer Relations Incident Team, The Atrium, London Road, Crawley, RH10 9SR. Tel: 01293 845530.

I have an unrelated complaint, where should I send it?

If you have a complaint that is unrelated to the closure of UK airspace, please contact the Customer Relations Team. You may contact us via email or via post. Our details can be found on our website.

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