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        If you have specific questions about bookings, changes or cancellations, please contact our Service Center by telephone (only German speaking staff). Due to the current situation there may be slightly increased waiting times.
        Call +49 (0) 511 / 567 8670
        Opening Times:
        Monday - Sunday 10:00 am - 6:00 pm
        Pärchen am Pool

        Information concerning Coronavirus (Covid 19)

        NEW: TUI PROTECTS AGAINST POSSIBLE CORONA COSTS


        Now there's even more security. With Covid Protect you are now protected against possible costs caused by corona disease during your journey. And this is free of charge for all bookings with arrival before 30 April 2021. AXA Partners' insurance is already included in the travel price. The travel cover applies to new and existing bookings - abroad and also in Germany.

        Covid Protect and CHILD FIXED PRICE: All bookings with at least one child in participating clubs include the Covid Protect for travel from 15 April to 30 September 2021. This applies exclusively to the clubs participating in the CHILDREN FIXED PRICE campaign. Promotional period until 7 December 2020.

        Here you will find the general terms and conditions of AXA Insurance (in German). 

        Medical repatriation and medical treatment costs

        • Payment of medical treatment costs including medically prescribed PCR test
        • Medical repatriation to a German hospital, provided there are no medical reasons or other regulatory requirements (e.g. flight bans) to the contrary
        • Travel home of family members (assumption of additional costs and rebooking fees)
        • Quarantine costs guarantee in case of infection or suspected infection with the SARS-COV-2 virus or similar viruses and officially ordered individual quarantine or also in case of refusal of entry due to body temperature control

         

        Accommodation costs due to quarantine up to 14 nights

        • Cost of the return ticket, if the originally booked flight cannot be rebooked
        • Up to a total of max. € 3.500 per person
        • 24/7 emergency hotline and app with telephone medical advice and medical assistance

        TRIPS to the Canary Islands

        TUI informs: Current situation in the Canaries (as of 9 November 2020)

        Due to the current travel warnings for the destinations Spain including all islands we would like to give you security and offer you the possibility to rebook your trip at your own request at the current price without any fees - to the current season, the winter season 2020/2021 or even already to the summer 2021!

         

        SPAIN Canary Islands  (Club Fuerteventura)

        • The Canary Islands will no longer be classified as a risk area by the German Federal Foreign Office from 24 October 2020. From 14 November 2020 there will be a test obligation for travellers to the Canary Islands: on arrival, travellers must present a negative COVID test, which must not be older than 72 hours. TUI guests arriving before 13 November 2020 are not affected. TUI guests arriving after 14 November 2020 will be actively contacted by TUI.

        • Existing bookings are being processed. However, please note that your booking may be subject to change.

        • If a cancellation order has already been placed up to now due to the existing travel warning, we will of course cancel the trip and create a flexible redeemable or refundable travel credit. If you would like to travel anyway, please simply book again.

         

         

        CANCELLATION OF TRAVEL TO Turkey

        TUI informs: Current situation Turkey (as of 2 November 2020)

        Due to the current travel warnings for the destination Turkey from 09.11.2020 we would like to give you security and offer you the possibility to rebook your trip at your own request at the current price without fees - to the current season, the winter season 2020/2021 or even already to the summer 2021!

        • The German Federal Foreign Office warns against unnecessary tourist trips to this destination from 9 November 2020.
        • Arrivals from 9 November to 14 November 2020 can be rebooked until 4 November 2020, otherwise they will be automatically cancelled on 5 November 2020.
        • Arrivals from 15 November to 4 December 2020 can be started or changed or cancelled on request. Here you will find information about travelling despite travel warnings  and your options.
        • Customers who cancel their trip will receive the TUI travel credit, which can also be refunded.


        Customers who are on site are requested to return within the next 7 days. Due to the changed travel and security advice of the German Foreign Office, it is not possible to continue your holiday in your current holiday region. For this time your insurance coverage of the Covid-Protect insurance is still valid. 
        If you return within the next 7 days according to your travel plans, please use your booked flight connection. If you wish to return earlier, please contact our service staff (service number on your travel plan) or our local tour guides to arrange a faster return journey.
        As you are now entering from a risk area, we would like to point out that you are obliged to undergo a Covid-19 test when entering Germany. Please follow the instructions of the authorities.

        For the payments already made we will create a personal TUI travel credit for you. The payment already made will become a TUI travel credit. In addition, depending on the amount of your travel credit, you will receive - as a thank you for your loyalty - an extra of up to 150 euros on top or a refund of the payment already made - the choice is yours. As soon as the TUI travel credit is available for redemption or payment, we will inform you here as well as here.

        More information from your tour operator (German only)

        REBOOKING AND CANCELLATION OPTIONS

        • Rebooking and cancellation options

          Rebooking option for new bookings and full security with Covid Protect

          Conditions:

          • Valid for all new TUI bookings (package + accommodation)
          • Not valid for XTUI, travel with scheduled flights
          • Not valid for existing bookings
          • Booking period: from now until 31 December 2020
          • Travel period: from now until 14 April 2021
          • The new price must be at least 50% of the old price

          If there is a travel warning, we will of course cancel the booked trips and create a travel credit for you, which you can redeem with an extra credit or cash out when you make your next booking. The travel credit can also be paid out.

        • Travel cancellation because of Corona? TUI travel credit or refund

          TUI is rewarding travellers whose holidays had to be cancelled by 14 June due to the Corona pandemic with an additional credit. As a thank you for their loyalty, TUI is increasing the travel credit by up to 150 euros per booking. Holidaymakers who book their next holiday by the end of June will also receive the TUI loyalty bonus of up to 100 euros per person. By opting for the TUI travel credit, you are supporting in particular your personal travel agency, the tour guides in the holiday destinations, as well as the hoteliers or restaurateurs and their families in the most beautiful places in the world. 

          With the TUI travel credit you can benefit from additional incentives until 31 December 2021 and thus even get more holidays compared to your original booking.

        • Information on the registration obligation and possible corona tests for travellers

          Some destinations require holidaymakers to register and provide information about themselves and their whereabouts before entering the country. Important information on this is given below. In addition, we recommend that you check the current travel and safety instructions of the Foreign Office in good time before your departure!

          Greece and Islands (Club Plimmiri, Club Marmari Palace, Club Candia Maris):

          According to the current entry regulations for Greece, entry is only permitted if an electronic entry form is submitted to the Greek authorities 48 hours in advance. This form can be found here: https://travel.gov.gr/#/ Alternatively, travellers can fill in the form via the mobile App Visit Greece, available on the Play Store and the App Store.

          Upon arrival in Greece, selective covid-19 tests will be carried out and should be completed quickly. Until the test results are available, the Greek authorities recommend that the tested visitors pay attention to "social distancing" in the hotel and at their holiday destination for 24 hours and observe the distance rules.

           

          Italy (Club Calabria)

          There is currently a registration requirement in individual southern Italian regions in connection with COVID-19. In order to enter the country, travelers are obliged to fill in the documents provided by the Italian government and to send them to the relevant authorities 48 hours before departure to the regions concerned. Without this registration, the authorities of these regions will not permit the stay.

          For the Calabria region it is necessary to register and fill out an online form at: https://www.rcovid19.it/censimento-spostamenti-2/.

          Before downloading, registration on the site is necessary. The registration form is currently available in Italian and English. The guidelines, approved by the State Regions Conference in 6 languages, are available at www.Italia.it. In the form for Calabria, the province, the city or municipality as well as the address of the booked hotel must be specified.

          Hotel: TUI MAGIC LIFE Calabria
          Province of Destination: Vibo Valentia
          Municipality of Destination: Pizzo
          Destination Adress: Contrada Difesa 89812


          Please note: The form is NOT available in printed form on board the aircraft or ship. The form must be created 48 hours before your departure for Italy.

           

          Spain and Islands (Club Fuerteventura, Club Cala Pada)

          Since 1 July 2020, according to a resolution of the Spanish government, in principle a form has to be filled out in the Spain Travel Health Portal for health checks, which generates a QR code that must be presented upon entry. This can also be done via the free SpTH app. Registration can take place at the earliest 48 hours before intended entry. For a transitional period, a paper form can still be filled out upon entry. The form and the possibility to download the app can be found here: https://www.spth.gob.es/

          Mandatory test Canary Islands: From 14 November 2020, guests in tourist accommodation establishments (e.g. hotels, guesthouses, holiday homes) must present a negative COVID test on arrival, which must not be older than 72 hours. The test result can be carried along in paper form or on the smartphone. The result must include the full name of the person tested, the name of the laboratory and the date and time of the test. Both PCR and rapid antigen tests are accepted. The test should preferably be carried out in the home country, but can also be carried out locally at designated test sites. As a rule, the costs for this are to be borne by the guest. If the test is positive on entry, a 14-day quarantine is mandatory.

          In addition, tourists must activate the Spanish corona app "Radar Covid" during their stay and are requested to deactivate it at the earliest 15 days after returning from holiday.

           

          On entry into Spain, a health check is carried out by means of temperature measurement, evaluation by the health authorities and a visual inspection of the traveller. Persons with a temperature of more than 37.5 °C or other abnormalities are subjected to a more detailed examination.

        Current information about the coronavirus can be found here:

        Information on the reopening of our resort

        All information on TUI's safety and hygiene standards as well as answers to the most important questions about the offers and services in the resorts can be found here.