# TUI refund: cancelled flights, your own cancellation, taxes

Source: https://airtravelrights.com/airlines/tui-airways/refund/

> TUI cancelled your flight? UK261 sets 7 days; TUI publishes no timescale. Cancelling yourself, the ticket is non-refundable but taxes are refundable on request.

# TUI refund: when you get your money back, how to ask and how long it takes

A TUI refund returns the ticket money. TUI Airways owes it when it cancels your flight, or delays it by 5 hours or more, and you choose the money over a new flight. If you cancel a flight-only booking yourself, the ticket is non-refundable and only government taxes and charges on the unused flight can come back. A package holiday follows different rules.

## When does TUI have to refund you?

7 days is the UK261 limit for reimbursing your ticket when TUI cancels your flight, or delays it by at least 5 hours, and you choose the money over re-routing. TUI's conditions of carriage (clause 9.2) read differently: if TUI cancels, "we may at our option" carry you, re-route you, refund you or fly you back to your starting point.

Source: UK261 art. 8(1), art. 5(1)(a), art. 6(1)(iii) - legislation.gov.uk, checked 2026-10-05; TUI Airways Conditions of Carriage, clause 9.2 (effective 5 June 2026) - tui.co.uk, checked 2026-10-14.

TUI's own clause settles which text wins. It opens "Except as otherwise provided by the Convention or any other applicable law including EU Regulation 261/2004", and article 8(1) says passengers "shall be offered the choice between" reimbursement and re-routing. So on a flight covered by UK261 or EU261, the choice is yours, not TUI's.

A refund and compensation are separate amounts. Compensation is £220, £350 or £520 by distance under article 7(1), owed only if TUI cancels with less than 14 days' notice or you arrive 3 hours or more late, and not where TUI proves extraordinary circumstances. On notice, the burden of proof sits with the airline.

If either applies, check the amount on the [TUI Airways page](https://airtravelrights.com/airlines/tui-airways/) and claim it from TUI directly, free, on the [form named in its conditions](https://www.tui.co.uk/destinations/contact-us/flight-delays) (clause 9.4). After a cancellation, the form says to wait 72 hours before you submit.

> Rather not claim it yourself? [AirHelp (third-party claim service)](https://airtravelrights.com/partner/airhelp?ref=atr-al-tui-airways-rf) can claim the compensation, no win no fee, and keeps a fee from any payout; TUI's own form stays open.

Keep the cancellation message: its date decides the notice window.

## How do you ask TUI for a refund, and how long does it take?

7 days is the UK261 article 8 limit for reimbursement after a TUI cancellation, and TUI publishes no timescale of its own for a flight-only refund. TUI's conditions (clause 10.4) say it refunds "in the same manner and the same currency used to pay for the Ticket", so a card booking goes back to the card.

Source: UK261 art. 8(1) - legislation.gov.uk, checked 2026-10-05; TUI Airways Conditions of Carriage, clauses 10.3-10.4 - tui.co.uk, checked 2026-10-14.

| Situation | What you get | How long |
|:--|:--|:--|
| TUI cancels a flight-only booking | The fare paid, in the way and currency you paid (TUI terms); UK261 art. 8: your choice of refund or re-routing | UK261: reimbursement within seven days; TUI names no timescale |
| You cancel a flight-only booking | Nothing for the fare; government taxes and charges on unused flights, refundable on request | TUI names no fee or deadline |
| TUI cancels a package holiday | A full refund, no fees (Package Travel Regulations 2018) | Within 14 days |

Ask for the refund in writing, quoting your booking reference, the cancelled flight and article 8(1). If no portion of the ticket was used, clause 10.3 sets the refund at "an amount equal to the fare paid".

Decline any voucher unless you want one. Article 7(3), which article 8(1) applies, allows travel vouchers only "with the signed agreement of the passenger". The [voucher and refund guide](https://airtravelrights.com/uk261/cancelled-flight-refund-voucher/) covers vouchers after any airline cancellation.

Note the date you asked. If the money has not reached you 7 days later, write again citing article 8(1); a package holiday runs on the 14-day clock in the table instead.

## Can you get money back if you cancel a TUI flight yourself?

No part of the fare comes back on a flight-only booking. Clause 3.1 of TUI's conditions says "The purchased ticket is non-refundable", and clause 10.1 says "There are no refunds if any ticket holder misses or cancels their flight". Only government per-passenger taxes and charges on unused flights are refundable, on request.

Source: TUI Airways Conditions of Carriage, clauses 3.1, 3.2, 10.1 (effective 5 June 2026); TUI Flight Only Booking terms; TUI Help Centre, changes and cancellations - tui.co.uk, checked 2026-10-14.

There is no 14-day cooling-off period either. Part 3 of the Consumer Contracts Regulations 2013 does not apply to contracts for passenger transport services (reg 27(2)(c)).

Source: S.I. 2013/3134, reg 27(2)(c) - legislation.gov.uk, checked 2026-10-05.

A flight-only booking cannot be cancelled online: TUI's Help Centre lists "Flight only" among bookings where "you'll need to contact us". Changing it costs more the closer you are to departure. At 29 days or more, TUI charges £50 per passenger per booking plus any fare difference. At 28 to 15 days, TUI retains 90% of the original fare and you pay the new fare on top. At 14 to 0 days, the change counts as a cancellation and TUI retains 100%. On a £300 fare, a change 20 days out costs £270 before the new fare. A name change is a flat £50.

A package is a separate contract. TUI states that for a single component the Package Travel regulations 2018 "do not apply". Under those regulations you may end a package at any time for "an appropriate and justifiable termination fee", with none where unavoidable and extraordinary circumstances at the destination significantly affect it (reg 12). TUI's scale runs from loss of the full deposit at 70 days or more to 100% at 14 to 0 days. If TUI cancels, "you won't need to pay any fees". The [package holiday guide](https://airtravelrights.com/package-holiday-cancelled-delayed/) sets out the rights.

Check the confirmation before you ask: it says flight-only or package.

## How do you get taxes back on an unused TUI flight?

Clause 10.1 of TUI's conditions says "Any governmental per passenger taxes and charges for unused flights" collected for that flight "are refundable upon request". TUI's pages name no fee, deadline or form for the request, so ask TUI in writing, quote clause 10.1 and keep the date.

Source: TUI Airways Conditions of Carriage, clause 10.1 - tui.co.uk, checked 2026-10-14.

The amount is set by what you paid. HMRC's reduced rate of Air Passenger Duty, for "the lowest class of travel available on the plane for seat pitches less than 1.016 metres (40 inches)", is £8 on a domestic flight and £15 on a Band A flight (0 to 2,000 miles), from 1 April 2026. On long-haul it is £102 for Band B (2,001 to 5,500 miles) and £106 for Band C, and the standard rate for any other class is £244 and £253. HMRC's rates apply to flights starting from UK airports, so the leg home carries none.

APD falls due when the aircraft first takes off on the passenger's flight and is paid by the operator (Finance Act 1994 s.28), so none falls due for a passenger who does not fly. HMRC sends passengers to the airline and warns: "You may have to pay an administration fee."

Source: HMRC, Rates and allowances for Air Passenger Duty and Air Passenger Duty - gov.uk; Finance Act 1994, s.28(1), (2), (5) - legislation.gov.uk, checked 2026-10-05.

Ask as soon as you know you will not fly, and check the price break-down on your booking: the refund cannot exceed the taxes and charges shown there.

## What if TUI refuses or delays your refund?

8 weeks without an answer to your written complaint lets you take it to AviationADR, which the CAA lists as TUI Airways' ADR scheme. File within 12 months of TUI's final response; the incident must fall within 6 years (5 if you live in Scotland). ADR is free, and most cases are decided within 3 months.

Source: CAA, Alternative Dispute Resolution, ADR conditions and airline member list - caa.co.uk, checked 2026-09-15.

Write to TUI first, citing UK261 article 8 and the 7-day limit, with your booking reference and the date you asked. The [guide to what to do when an airline refuses](https://airtravelrights.com/airline-refused-compensation/) lists the steps.

Paid by credit card? Section 75 of the Consumer Credit Act 1974 gives you a like claim against the card company for a breach of contract by the supplier. It does not apply to a single item with a cash price of £100 or less, or more than £30,000; the test is the price the supplier attached to that item, not the amount on the card. The [Section 75 and chargeback guide](https://airtravelrights.com/section-75-chargeback-flight-refund/) covers the claim, and the [cancelled-flight refund guide](https://airtravelrights.com/cancel-flight-refund/) sets TUI against other airlines.

Source: Consumer Credit Act 1974, s.75(1) and (3)(b) - legislation.gov.uk, checked 2026-09-20.

**Not your situation?** A flight leaving an EU airport falls under [EU261](https://airtravelrights.com/eu261/), one leaving Canada under [APPR](https://airtravelrights.com/canada-appr/), and a US route under [US DOT rules](https://airtravelrights.com/us-dot/). For a flight leaving the UK, see [UK261](https://airtravelrights.com/uk261/). Unsure? [Find which law covers your flight](https://airtravelrights.com/which-law-covers-my-flight/).

General information, not legal advice. For your specific case, contact the CAA or a consumer-rights adviser.

## Sources

- Regulation (EC) No 261/2004 as it forms part of UK law, arts. 5, 6, 7, 8 - [legislation.gov.uk](https://www.legislation.gov.uk/eur/2004/261/article/8).
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg 27 - [legislation.gov.uk](https://www.legislation.gov.uk/uksi/2013/3134/regulation/27).
- Package Travel and Linked Travel Arrangements Regulations 2018, regs 12-14 - [legislation.gov.uk](https://www.legislation.gov.uk/uksi/2018/634/regulation/12).
- Finance Act 1994, s.28 - [legislation.gov.uk](https://www.legislation.gov.uk/ukpga/1994/9/section/28).
- HMRC, Rates and allowances for Air Passenger Duty - [gov.uk](https://www.gov.uk/guidance/rates-and-allowances-for-air-passenger-duty).
- HMRC, Air Passenger Duty (if you do not take a flight) - [gov.uk](https://www.gov.uk/tax-on-shopping/air-passenger-duty).
- Consumer Credit Act 1974, s.75 - [legislation.gov.uk](https://www.legislation.gov.uk/ukpga/1974/39/section/75).
- TUI Airways Conditions of Carriage - [tui.co.uk](https://www.tui.co.uk/destinations/info/flight-conditions-of-carriage).
- TUI Flight Only Booking terms - [tui.co.uk](https://www.tui.co.uk/destinations/booking/tandc?bcode=TH&ptype=FO).
- TUI Booking terms and package cancellation fees - [tui.co.uk](https://www.tui.co.uk/destinations/info/booking-terms-and-conditions).
- TUI Help Centre, how to change or cancel a booking - [tui.co.uk](https://www.tui.co.uk/destinations/faq/search-book-and-amending-your-holiday/changes-and-cancellations/how-do-i-change-or-cancel-my-booking).
- TUI flight compensation claim form - [tui.co.uk](https://www.tui.co.uk/destinations/contact-us/flight-delays).
- CAA, Alternative Dispute Resolution - [caa.co.uk](https://www.caa.co.uk/air-passengers/travel-problems-and-rights/travel-complaints/alternative-dispute-resolution/).