Coronavirus FAQ - veelgestelde vragen | TUI fly.fr
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Privacy notice Cookie notice

We do everything within our power to keep this information up to date, but we count on you to also seek information before your departure. Given the quick evolution of the international reaction to the outbreak of COVID-19, TUI fly cannot guarantee the accuracy of the information below and does not accept any liability for any errors or omissions. Each passenger has the responsibility to ensure that he/she carries the required travel documents and is aware of the formalities for travel in Belgium and abroad. For more information, consult the website of the Belgian government (https://www.info-coronavirus.be/en/), the website of the Federal Public Service Foreign Affairs (https://diplomatie.belgium.be/en) or the embassy/consulate at your destination. Please also check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities. We should point out that all our passengers are responsible for their compliance with the health and admission requirements of the countries they travel to (including transit countries). Some countries may impose temperature checks, health certificates, tests, certain nationality requirements and/or specific documents. We advise you to check the latest updates shortly before the departure of your flight. TUI fly does not accept any responsibility if the passenger is denied boarding on account of inadequate travel documents or non-compliance with certain travel formalities.

Coronavirus - questions and answers

Update 18/07/2022

 

Read the frequently asked questions about your TUI fly flight, the available destinations and the measures we have taken to offer you a safe and comfortable trip here.

Available destinations & measures taken during your flight

TUI fly is your trusted partner for safe travelling. After all, the safety of all our customers and employees is our top priority. Our website contains information for each country as to the available destinations (more information is available at https://www.tuifly.be/en/corona-measures) and the measures that have been taken (more information is available at https://www.tuifly.be/en/flightinfo-corona-measures).  We inform you about the necessary preparations as well as of the changes at the airport and during your flight. This way we will be able to travel together safely and without worries.We do everything within our power to keep this information up to date, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

Cancellations

Due to the measures taken at the different destinations, we have had to change or even cancel some of our flights.

Alternative flight

We can imagine that you have been looking forward to your trip. That’s why we want to suggest an alternative flight from the TUI fly flight schedule. If you are interested in an alternative flight, we will gladly discuss the possibilities with you. If the same flight is available on another day of departure, it's possible to book this flight at the price you originally paid, even if the price of the new flight is higher. Does this option interest you? In that case we ask you to contact our TUI fly Customer Service Center:

  • For Belgium: +32 (0) 2 717 86 61
  • For Morocco: +212 5 22 63 46 00 (local tariff)
  • For France: 0899 190 043 (max. € 1,34 per minute)

They will gladly make the booking for you. More information can be found hereunder.

Refund

Of course we hope you will opt for an alternative flight. But if you would rather not travel right now, you will receive a refund for the cancellation. If we already have your payment details, the amount will be refunded automatically through the same channel and you need not do anything. If we need more details, we will contact you. We therefore advise you to check your mailbox regularly.

Flight changes

Will your flight take place but do you prefer not to travel right now? All TUI fly bookings made before or on 31/08/2021 can change unlimited and free of charge up to 2 hours* before departure, to any other destination or other date that is available at the time of change.

All TUI fly bookings made from 01/09/2021 until 30/09/2021 can change 1 time and free of charge up to 7 days* before departure, to any other destination or later date until 31/12/2021.

All TUI fly bookings made as of 01/10/2021 are subject to change in accordance with the regular conditions of carriage, no deviating conditions apply.

 

*Changes can only be made by telephone during the opening hours of the TUI fly Service Center, which are Monday to Friday from 9:00 am to 8:00 pm, on Saturday from 9:00 am to 6:30 pm and on Sunday from 10:00 am to 6:30 pm (closed on holidays).

More information is available here.

 

Contact TUI fly

Due to the impact of the coronavirus on our flights and the many questions we have received, waiting times at the TUI fly Customer Service Center may be very long. We do everything we can to help you as quickly as possible. You can also find the most recently updated information in the frequently asked questions below. Thank you for your understanding in these exceptional times.

Frequently asked questions

 

Online check-in

Why do I need to check in online?

There are several advantages to checking in online! Prior online check-in* is quick and easy and allows you to avoid long queues at the airport. After checking in online, you will immediately receive your boarding pass, which is very convenient! *if possible

Why do I need to upload documents during the online check-in?

Wondering what documents you need for your destination? TUI is happy to help you! When checking in online, you may need certain documents for your destination. You will clearly see what documents are required for your destination! Upload them online during the online check-in and you will immediately receive your boarding pass. Please make sure the details (name, date of birth, etc.) on your documents match your booking details.

What to do in case of problems when uploading my documents? 

On the online check-in portal, you can find a list of frequently asked questions and their answers about uploading your documents and what to do in case of problems.

Tests and vaccinations

From when can I use the European corona certificate?

The European corona certificate will be introduced as from 1 July 2021. Until that date, the existing rules for foreign travel will remain in force. You can read about the requirements for your destination on our Corona Measures page: https://www.tuifly.be/en/corona-measures. Click on the link Corona Measures at your destination.

I’m fully vaccinated against corona. Do I still have to take a test before my departure?

For some destinations, you don’t need to take a test if you have been fully vaccinated for at least 14 days. However, you have to have a proof of vaccination. The Corona certificate can be requested via MijnGezondheid.be, Mijn burgerprofiel or via the mobile app CovidSafeBe. You can consult the requirements for your destination on our corona measures page: https://www.tui.be/nl/corona-maatregelen-bestemmingen. Click on the link Coronamaatregelen for your destination.

I have recovered from COVID-19. Do I still have to take a test before my departure?

At some destinations, you do not need to have a test taken if you can prove that you recently recovered from COVID-19. The recovery certificate can be requested via MijnGezondheid.be, Mijn burgerprofiel or via the mobile app CovidSafeBe. You can consult the conditions on our corona conditions page: https://www.tui.be/nl/corona-maatregelen-bestemmingen. Click on the link Coronamaatregelen for your destination.

Can I also apply for the European corona certificate by phone?

You can request a paper version of your vaccination certificate with your state registration number through the Flemish government's help desk at 078 78 78 50 (available from 9 am to 7 pm on weekdays). You will then receive the certificate by post a few days later.

I have had one vaccine. Is that enough to travel without having to take a corona test?

No, you have to be fully vaccinated in order to travel to certain destinations without having to take a corona test.

Is the certificate I can obtain from MijnGezondheid.be, Mijn burgerprofiel or via the mobile app CovidSafeBe already accepted as an official proof of vaccination?

Some destinations already accept a certificated obtained from MijnGezondheid.be, Mijn burgerprofiel or via the mobile app CovidSafeBe as proof of vaccination. You can consult our corona conditions page to check whether this applies to your destination: https://www.tui.be/nl/corona-maatregelen-bestemmingen. Click on the link Coronamaatregelen for your destination.

What do I have to do if my corona test before my departure is positive?

If your test before your departure is positive, we advise you to contact your cancellation insurance to discuss the possibilities. If you do not have a cancellation insurance or if your insurance does not provide sufficient coverage, you can contact our Customer Services Center.

If I am fully vaccinated against the coronavirus, do I still have to observe all measures during my trip?

Yes, even if you are vaccinated, you have to observe the corona measures during your trip and your stay. At some destinations, an exception is made and testing is not obligatory if you are fully vaccinated or have recovered from COVID-19. You can consult the measures and safety regulations imposed by TUI and at the destinations here: https://www.tui.be/nl/corona-maatregelen-bestemmingen.

If I want to travel with a vaccination certificate, what criteria does this certificate have to meet to be valid?

Do you want to travel in Europe with a vaccination certificate? Starting on 1 February 2022, the vaccination certificate is valid for 270 days (9 months) after the date of the last vaccine. This also applies to people under the age of 18. After these 270 days, the certificate can no longer be used to travel. You will then need an extra (booster) vaccine. You can find all information about the validity of the vaccination certificate on the website of Diplomatie. Your country of destination may set additional requirements. You can check the entry conditions of our destination on this page: https://www.tuifly.be/en/corona-measures

Our flight offer

You’re flying to many destinations again. Does that mean my flight will take place as scheduled?

Whether your flight will take place depends on your destination and the flight schedule. It goes without saying that our flights are subject to possible changes resulting from government measures in your home country and abroad.

Note: our offer and flight schedule may be subject to change. Should something change in the flight you booked, you will be informed personally and in time.

It’s possible to travel to various destinations again. Why do you still cancel trips?

We do not offer trips to all destinations yet, because of the strict entry conditions that are still applicable in several countries (e.g. mandatory quarantine upon arrival) or the limited possibilities at the destination in case people have to go into quarantine due to a Covid-19 infection. If the conditions and circumstances do not allow for a normal holiday and we are unable to offer our customer adequate support, we may cancel a trip in spite of the positive travel advice.

Which destinations do you offer? 

This page https://www.tuifly.be/en/corona-measures contains an updated overview of the destinations we offer. We do everything within our power to continuously update this overview, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

I will be flying with you soon. What are the measures and changes I have to take into account during the flight?

TUI fly has made the necessary arrangements to ensure that you can travel safely and without worries. Obviously, there are a number of things you should take into account and you will have to make some adjustments. 

Preparation for the flight

  • We ask you to check in online prior to your flight if possible. 

  • In order to limit contacts on board to a minimum, we kindly ask you to travel with as little carry-on baggage as possible.  You can check a carry-on suitcase or trolley weighing up to 10 kg and with maximum dimensions of 55 x 40 x 20 cm free of charge at the check-in desk or deliver it to the staff at the gate when boarding.

    We also ask you to place your handbag, backpack or laptop bag weighing up to 10 kg and with maximum dimensions of 30 x 30 x 15 cm underneath the seat in front of you.

  • Please note: for safety reasons, you are not allowed to carry loose lithium batteries (e.g. power banks or spare batteries) in the baggage you check in. Please put them in the personal item you can take on board. You can find out more on https://www.tuifly.be/en/flightinfo-corona-measures.

 

At the airport

  • Family members and/or friends who drop you off at the airport are requested not to enter the airport building.
  • You should be aware of the fact that access to the airport can be denied if you or one of your travelling companions have symptoms prior to the flight.
  • Please take into account that your body temperature may be checked at the airport and that a fever may be a reason not to allow you on the flight.
  • Also take into account that it is obligatory to wear a face mask at some airports and that you are responsible for bringing your own face mask.
  • At Brussels Airport, extra baggage, for example, can only be paid for at check-in by debit or credit card.

 

During the flight

  • Wearing a face mask on TUI fly flights to and from Belgium is no longer mandatory, but we still strongly recommend it. Don't travel if you have symptoms of or have tested positive for COVID-19. If your flight is operated by an airline other than TUI fly or by one of our partners, you should check their website prior to your departure. Once you have arrived at your destination, the rules with respect to wearing face masks depend on the country.
  • Suitable face masks are surgical masks as well as non-medical masks that are large enough to fully cover the mouth, nose and chin. Textile face masks are allowed as well. Articles of clothing (e.g. a scarf), masks with an exhaust valve or face shields cannot be used as a face mask. Only if you are unable to wear a mouth mask on the plane for medical reasons do we request that you wear a splash screen, known as a face shield.
  • The face mask must be worn at least when boarding, during the entire duration of the flight and when disembarking  as you may be sitting/standing next to someone other than your own travel party and the distance of 1,5 meters can’t always be respected. If for medical reasons you cannot wear a mouth mask on the plane, we ask you to take the following measures.
  • Service on board has been adjusted so as to maximally limit contact.

 

You can find an overview of all measures taken and changes applicable on board our TUI fly flights on the special web page https://www.tuifly.be/en/flightinfo-corona-measures. We ask you to read this information carefully, so you are prepared for your trip, and advise you to read it again 1 day before your departure, as the information may have been updated in the meantime.
 

I will be flying with you soon. Is it true that, for some destinations, I have to read and sign a form before my departure and/or undergo a PCR test (Covid-19)?

Certain conditions may apply at some destinations, e.g. a PCR test, a PLF form, proof of essential travel,... An overview of the travel formalities for each country can be found at https://www.tuifly.be/en/legal/reiseformalitaten. We do everything within our power to keep this information up to date, but we count on you to also seek information before your departure. Always check the relevant rules and regulations applicable in Belgium and abroad, imposed by the competent authorities.

A PCR test before departure is not obligatory for my destination. A test upon arrival is also accepted. I had a test upon arrival and the result is positive. What should I do?

If the result of your test is positive, you have to go into quarantine. There are specific quarantine rules at each destination, and any additional costs must be paid by you. That's why we strongly advise against taking a test at the destination. You can find more information on https://diplomatie.belgium.be/en/services/travelling_abroad/travel_advice_by_country.

 

 

  • Have you reserved a seat? You can already enter the seat number.
  • Have you not yet reserved a seat? This field is no longer mandatory and can be left blank if you do not yet know your seat number.
  • Print the QR code or save it on a digital device and keep it ready at check-in. If you are unable to present the code, you will be denied access to the plane.

I have booked a trip with another airline then TUI fly but I can’t wear a face mask on the plane for medical reasons, what should I do?

We request that you consult the website of the airline concerned to know more about the measures you have to take if you can't wear a face mask on the plane for medical reasons.

I can’t wear a face mask for medical reasons, what should I do at the airport?

That depends on the measures that are applicable at the airport concerned. Check the safety and health and safety requirements of the airport of departure and arrival and always follow the instructions.

I’d like to book a flight. Is it useful to add an All-Risk cancellation insurance to an existing booking or to take one out with a new booking?

Absolutely! It’s a way to insure yourself against future developments in the situation relating to the coronavirus. We are closely monitoring the decisions taken by the authorities in the various holiday destinations and are strictly following the travel advice given on the website of the Ministry of Foreign Affairs. An All-Risk insurance is useful because it provides coverage:

  • During the period in which the measures taken are adjusted by the authorities in a holiday destination and by the Ministry of Foreign Affairs in an affected area
  • Before and after the period during which negative travel advice is given for an affected area
  • For future trips to destinations not affected by the coronavirus at the moment, but where the situation may change in the near future

If you have a cancellation insurance, you will in most cases not be able to cancel on account of the coronavirus. If you have a TUI All-Risk insurance and if you have booked at trip to an affected area, you are covered for 75% of the cancellation costs. You can book this All-Risk insurance up to 57 days prior to your departure. Contact your travel agent or call +32 (0) 2 717 86 61 to take out this insurance.

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Information about changing my booking/cancellation of my flight

Can I change my booking with TUI fly?

All TUI fly bookings made before or on 31/08/2021 can change unlimited and free of charge up to 2 hours* before departure, to any other destination or other date that is available at the time of change.

All TUI fly bookings made from 01/09/2021 until 30/09/2021 can change 1 time and free of charge up to 7 days* before departure, to any other destination or later date until 31/12/2021.

All TUI fly bookings made as of 01/10/2021 are subject to change in accordance with the regular conditions of carriage, no deviating conditions apply.

If the new flight price (including any extras that have been booked) exceeds the price of the original booking after changing the flight’s date and/or destination, you shall pay the price difference. In case the new flight price is lower than the price of the original booking after changing the flight’s date and/or destination, the price difference shall not be refunded.

*Changes can only be made by telephone during the opening hours of the TUI fly Service Center, which are Monday to Friday from 9:00 am to 8:00 pm, on Saturday from 9:00 am to 6:30 pm and on Sunday from 10:00 am to 6:30 pm (closed on holidays).

 

The detailed terms and conditions can be found here.

I want to change my booking. What happens with my insurance?

If you change your booking, the premium will be deducted from the new travel price. Please take into account that you have to retain or upgrade your insurance products. If your file is cancelled free of charge, the premium will also be cancelled free of charge. Annual policies cannot be cancelled.

How can I change my flight?

Contact our TUI fly Customer Service Center:

  • For Belgium: +32 (0) 2 717 86 61
  • For Morocco: +212 5 22 63 46 00 (local tariff)
  • For France: 0899 190 043 (max. €1,34 per minute)

My TUI fly flight will take place as scheduled, but I don’t want to take the trip. Can I cancel my TUI fly flight?

If you wish to cancel your flight, the normal cancellation conditions apply.

I have a cancellation insurance, can I cancel my flight on account of the coronavirus?

We recommend you to first contact your airline to find out whether your flight can still take place, can be postponed or changed. If you have a cancellation insurance, you will in most cases not be able to cancel on account of the coronavirus. If you have a TUI All-Risk insurance and if you have booked at trip to an affected area, you are covered for 75% of the cancellation costs. You are required to officially cancel your trip and file a damage claim. In step 3 of your damage claim file, select “other” under “reason for the cancellation” and specify "coronavirus". The insurance company will make a 75% refund of the cancellation costs. Your file will be processed as soon as possible.

What if my TUI fly flight is cancelled?

Flight cancelled before 17/06/2021

You will receive a voucher to book a new TUI fly flight. You will receive your voucher by e-mail. The e-mail will contain all necessary information. You don’t need to contact us yourself. More information about the voucher can be found hereunder. Do you prefer a cash refund? That is possible as well. However, you should wait until you receive the voucher by e-mail. After you received the voucher, you can submit a request for a refund via: https://www.tuifly.be/en/corona-voucher. You should take into account a processing time of approximately 6 weeks, due to the large number of requests. Attention: a refund is only possible if you have not yet used the voucher. More information can be found hereunder.

Flight cancelled after 17/06/2021

You will receive a refund for the cancellation within 2 weeks. If we already have your payment details, the amount will be refunded automatically through the same channel and you need not do anything. If we need more details, we will contact you. We therefore advise you to check your mailbox regularly.

What do I have to do if I booked a TUI fly flight via an online travel agent or a facilitator (i.e. not via the website tuifly.be) and my flight is cancelled?

If you booked a flight via an online travel agent or a facilitator (i.e. not via our website tuifly.be), you can contact them to request reimbursement of the price of your flight. You will receive a refund for the products or services you booked and paid directly with TUI fly, e.g. baggage or seat reservations.

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Cancelled flights: information about flexibility for changes in bookings

My flight has been cancelled. I found an identical flight online, only the date of departure is different. I would like to book this flight. What should I do?

If your flight has been cancelled but if the same flight is available on another day of departure, it's possible to book this flight at the price you originally paid.

If the price of the new flight is higher, we will adjust it to the original price. You will not have to pay the difference. If the price is lower, you will receive a refund or you will pay the lower amount of the trip (if you received a refund for your cancellation). If the same flight can take place from another Belgian airport of departure, the change is also free of charge. Does this option interest you? In that case we ask you to contact our TUI fly Customer Service Center:

  • For Belgium: +32 (0) 2 717 86 61
  • For Morocco: +212 5 22 63 46 00 (local tariff)
  • For France: 0899 190 043 (max. €1,34 per minute)

They will gladly make the booking for you.

My flight has been cancelled. I found an identical flight online, only the duration of the trip is longer/shorter because the date of the flight is different. I would like to book this flight. What should I do?

If you want to book this flight, you can contact our TUI fly Customer Service Center:

  • For Belgium: +32 (0) 2 717 86 61
  • For Morocco: +212 5 22 63 46 00 (local tariff)
  • For France: 0899 190 043 (max. €1,34 per minute)

They will gladly make the booking for you. If the price of the new flight is higher than the original amount, you will have to pay the difference. If the price of the new flight is lower, you will receive a refund.

 

Information about the TUI fly Corona voucher

You can find detailed information about the voucher and the conditions here.

What’s the value of my voucher?

  • If you booked your flight in a TUI shop or on the TUI fly website, the value of the voucher equals the price you paid for your trip (including administrative expenses, extras and the cost for travel and cancellation insurance premiums, if any). If you paid for a seat reservation, you will receive a separate voucher.
  • If you booked your flight via an independent travel agent, the value of your voucher will equal the amount TUI received from your travel agent for the flights booked. Your travel agent can give you more information.

What if my new flight is more expensive/cheaper?

In case you spend less than the amount of the voucher, you will retain the remainder of the voucher’s value. You will automatically receive a new voucher with the remaining amount by e-mail, you do not need to contact us yourself. The issue date and the expiry date of the initially issued voucher remain applicable. In case you spend more than the amount of the voucher, you must pay the difference of the actual amount spent and the voucher’s value.

Can I use several vouchers to book one flight?

That’s possible. You are allowed to combine several vouchers.

Can I use the voucher to book multiple flights? So spread the amount over several flights?

That’s possible. If you did not use the full amount of your voucher for your first booking, you will automatically receive a new voucher for the remaining amount. You can use this residual voucher when you book your next flight. The issue date and the expiry date of the initially issued voucher will remain applicable. You will automatically receive the new voucher for the remaining amount by e-mail. You do not need to contact us yourself.

For which products can I use the voucher?

You can use the voucher for all TUI fly flights available at that moment.

As from/until when is the voucher valid? Does the term of validity relate to the booking date or the departure date of the new flight?

Starting on the issue date, you have one year to book a new trip. This means that the new date of departure can fall after this period of one year, as long as the booking is made at the latest one year after the issue date.

Example: if your voucher was issued on 01/04/2020, you have until 01/04/2021 to book a new flight. The departure date can also be after 01/04/2021. This means that you can choose to use your voucher to book a flight for this summer 2020, this winter 2020/2021 or even next summer 2021 (as soon as this offer is available).

I booked my flight with a travel agency other than TUI, will I also receive a voucher?

As long as you booked a flight for which TUI fly is the operating airline, you would be entitled to a voucher, unless the flight was part of a package holiday. Your travel agency can give you more information about this voucher. If you booked a flight for which TUI fly is not the operating airline, you will need to contact that airline or your travel agency to discuss your options.

Is the voucher personal, or can I give it to someone else? And what if I booked a flight for a group of persons (not belonging to the same family)?

The voucher is personal, you are not allowed to give it to someone else. The voucher for the total amount will be sent to the passenger-main booker in the name and for the account of the passenger-main booker and his/her travel companions. This is the person who signed the agreement and/or who registered as the holder of the booking during the booking process. Only this person can use the voucher to pay for a new flight, but he/she does not have to be part of the travel group.

How can I cash in my voucher?

You can book online and enter your voucher number and unique code during the booking process. You can also call the TUI fly Customer Service Center at +32 (0) 2 717 86 61.

I’ve heard that I can get a refund in cash for my cancelled flight instead of a voucher. I’ve already received my voucher but I’d rather receive a refund. How do I get my money back?

After you received the voucher, you can submit a request for a refund via https://www.tuifly.be/en/corona-voucher. You should take into account a processing time of approximately 6 weeks, due to the large number of requests. Attention: a refund is only possible if you have not yet used the voucher.

As of when does this measure apply?

This measure applies to all TUI fly flights that had to be/are cancelled due to the coronavirus and for which TUI fly has issued/issues a voucher.

How long will it take before I get my money back?

You should take into account a processing time of approximately 6 weeks, due to the large number of requests.

I received a voucher for my cancelled flight and would like to use it. Is it still valid?

Yes, the voucher you received remains valid and can be used to book a new flight with TUI fly.

I have already received a voucher and have used it for booking a new flight. Can I undo this new booking and still get a refund?

No, unfortunately this is not possible.

I decided to cancel my flight before TUI fly decided to cancel it. Can I still receive a voucher?

A voucher will only be issued in cases where TUI fly cancelled a flight due to the situation of force majeure caused by the coronavirus. You will receive the voucher by e-mail. You do not need to contact us. If you cancelled your flight on your own initiative, you will not qualify for a voucher. In that case the normal cancellation conditions will apply.

My return flight to Belgium was not cancelled by TUI fly, but I decided to return earlier with another flight (either booked with the same airline or not), do I still qualify for a voucher?

In this case, the normal cancellation conditions of TUI fly apply as well and you will not receive a voucher.

When will I receive the voucher? How does it work?

Flight cancelled before 17/06/2021

If your flight was cancelled before 17/06/2021 you will receive a voucher by e-mail. You don’t need to contact us yourself.

Flight cancelled after 17/06/2021

You will receive a refund within 2 weeks. If we already have your payment details, the amount will be refunded automatically through the same channel and you need not do anything. If we need more details, we will contact you. We therefore advise you to check your mailbox regularly.

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Information about the TUI fly ‘MARK’ voucher

What is a TUI fly ‘MARK’ voucher?

A TUI fly ‘MARK’ voucher is not a TUI fly Corona voucher and has nothing to do with a flight you may have booked. You may have won a TUI fly ‘MARK’ voucher in a competition, for example. TUI fly ‘MARK’ vouchers are easily recognisable by the mention ‘MARK’. This voucher cannot be exchanged for cash and can therefore not be the subject of a request for payment in cash.

What is the term of validity of my TUI fly ‘MARK’ voucher ?

The original term of validity is indicated on your voucher. Given the circumstances, TUI fly will extend its validity by one year.

Information about insurances

Is it useful to add an All-Risk cancellation insurance to an existing booking or to take one out with a new booking?

Absolutely! It’s a way to insure yourself against future developments in the situation relating to the coronavirus. We are closely monitoring the decisions taken by the authorities in the various holiday destinations and are strictly following the travel advice given on the website of the Ministry of Foreign Affairs. An All-Risk insurance is useful because it provides coverage:

  • During the period in which the measures taken are adjusted by the authorities in a holiday destination and by the Ministry of Foreign Affairs in an affected area
  • Before and after the period during which negative travel advice is given for an affected area
  • For future trips to destinations not affected by the coronavirus at the moment, but where the situation may change in the near future

What's an affected area?

When the authorities and ministries abroad communicate updates and have considerably stepped up the measures already taken, these areas are regarded as affected areas. We are closely monitoring travel advice via the following website: https://diplomatie.belgium.be/en/services/travelling_abroad/travel_advice_by_country

I have a cancellation insurance, can I cancel my flight on account of the coronavirus?

We recommend you to first contact your airline to find out whether your flight can still take place, can be postponed or changed. If you have a cancellation insurance, you will in most cases not be able to cancel on account of the coronavirus. If you have a TUI All-Risk insurance and if you have booked at trip to an affected area, you are covered for 75% of the cancellation costs. You can book this All-Risk insurance up to 57 days prior to your departure. Contact your travel agent or call +32 (0) 2 717 86 61 to take out this insurance.

I have an All-Risk cancellation insurance and I have booked a trip to an affected area. What can I do?

In that case, you can first contact your airline to find out whether your flight can still take place, can be postponed or changed. If you don’t want to travel to an affected area, you can cancel your trip. The insurance company will make a 75% refund of the cancellation costs. You are required to officially cancel your trip and file a damage claim. In step 3 of your damage claim file, select “other” under “reason for the cancellation” and specify "coronavirus". Your file will be processed as soon as possible.

I want to change my booking. What happens with my insurance?

If you change your booking, the premium will be deducted from the new travel price. Please take into account that you have to retain or upgrade your insurance products. If your file is cancelled free of charge, the premium will also be cancelled free of charge.

Annual policies cannot be cancelled.

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Information about Extras

I booked a flight with TUI fly. Can I check in online and/or make a seat reservation?

Yes, the TUI fly web portal has been reopened. It’s possible to reserve a seat or check in online via https://www.tuifly.be/en/online-check-in.
Note: you have to read the TUI fly COVID-19 statement and sign it online in order to have access to your boarding pass. You can do this while you check in online, which is possible from 24 to 6 hours before departure. Signing the TUI fly COVID-19 statement is even possible until 1 hour before departure. For destinations for which it is not possible to check in online, we ask you to sign the TUI fly COVID-19 statement online and to pick up your boarding pass at the check-in desk at the airport. This applies to both the outward and the return flight.

I have also booked extras (parking, rental car,…) with my holiday. Do I have to take into account possible changes and/or special measures?

The measures taken by the suppliers can change at any time. We therefore advise you to consult their terms and conditions and the measures they have taken. This way you will always have the most recently updated information. Our partners are doing the best they can to help you!

Transfer to and from the airport

Thanks to our partner you can easily book a private transfer from your home to the airport. Choose this convenient service for both your departure and when you return home. Click here for more information.

 

Meals/purchases on board

On your next flight, TUI fly will offer you the possibility to purchase a limited assortment of snacks and beverages on board. We ask you to pay contactless or by card if possible. Unfortunately, it is temporarily not possible to purchase tax free products like cosmetics and perfumes.

Note: our customary “TUI fly Shop & Café magazine” will temporarily not be available on board. You can download our menu for your flight at https://www.tuifly.be/en/buyonboard-en.

Fly deluxe/VIP Selection

We have done everything within our power to continue to offer you this service in these challenging times. More information is available at https://www.tuifly.be/en/fly-deluxe-en.

I have booked extras (parking, visa, rental car,…) but my TUI fly flight has been cancelled or changed. What should I do?

When your flight is cancelled or changed, you should change or cancel these extras by contacting the relevant supplier to amend or cancel your reservation. You will find an overview of these suppliers below.
Please note: you should take into account the fact that the suppliers’ terms and conditions may change at any time. We therefore advise you to consult their terms and conditions. This way, you are always aware of the most recent information. Our partners will do everything within their power to help you!

Transfer at your destination

Did you book a transfer with HolidayTaxis at your destination, but your trip has been cancelled? Send your cancellation to admin@holidaytaxis.com or, in case of an emergency, call them at +44 1273 828 200.

Airport parking 

Did you book a parking space with Quick Parking, but your trip has been cancelled? You can contact them by e-mail info@quickparking.nl or call them at +31 20 717 97 00.

Visa

VisumCentrale processes each file separately and will try to give you all necessary information as quickly as possible. In order to guarantee a proper follow-up, VisumCentrale asks that you contact them by e-mail: info@visumcentrale.be. Do you need to get in touch with them urgently? Call them at 0902 150 45 (0.75 euros / min).

Rental car

You can find all up-to-date information about changes and cancellations in their FAQ (only available in Dutch or French). Is it not possible to travel to your destination and pick up your rental car? Contact them by telephone at +32 800 400 79 or by e-mail reservation@sunnycars.be.

TUI Experiences

Did you book an excursion, a football match, a museum ticket or another experience via GO TUI, but your trip has been cancelled? You can contact GO TUI by e-mail help@gotui.com or by telephone at +32 78 149 258 in case of an emergency.

Airport hotel through TUI

Did you book a room in an airport hotel upon arrival/departure through TUI, but your trip has been cancelled? You can contact the TUI Customer Service Center by telephone at +32 (0) 2 717 86 60.

 

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