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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 between 18 July 20 and 31 December 2020 (latest return journey on 31 March 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.

         

        Medical repatriation and medical treatment costs

        • Payment of medical treatment costs including 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

         

        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

        CANCELLATIONS OF TRIPS TO SPAIN

        TUI informs: Current situation Spain incl. islands (as of 10 September 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 Ibiza (Club Cala Pada)

        TUI is cancelling all TUI package holidays and hotel bookings to Ibiza up to and including 31 October 2020. Affected customers will be actively informed by TUI.

        • Trips arriving before 31 October could be rebooked free of charge or were cancelled. Customers receive the TUI travel credit, which can also be paid out.

        SPAIN Canary Islands  (Club Fuerteventura)

        • The Federal Foreign Office of Germany warns against unnecessary tourist trips to this destination. For this reason, TUI is cancelling all TUI package tours and hotel bookings up to and including 30 September 2020 and cancelling the trips. Affected customers will be actively informed by TUI.

        • Trips with arrival on 3 and 4 September will be cancelled.

        • Trips with arrivals from 5 - 7 September can be rebooked free of charge until 3 September, 6 pm. Otherwise they will be automatically cancelled on 4 September. Customers receive the TUI travel credit, which can also be paid out.

        • Trips with arrival from 8 - 12 September can be rebooked free of charge until 5 September, 6 pm. Otherwise they will be automatically cancelled on 7 September. Customers receive the TUI travel credit, which can also be paid out.

        • Trips with arrival from 13 - 14 September  could be rebooked until 8 September, 6 pm. Otherwise they will be automatically cancelled on 10 September. Customers receive the TUI travel credit, which can also be paid out.

        • Trips with arrival from 15 - 20 September can be rebooked until 12 September, 6 pm. Otherwise they will be automatically cancelled on 14 September. Customers receive the TUI travel credit, which can also be paid out.
           

        Travels with arrival from 21 - 30 September to the whole Spain can be rebooked free of charge until one day before arrival. Not valid for XTUI, trips with scheduled flights.

        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)

        CURRENT 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 October 2020
          • Travel period: from now until 31 October 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.

        • Information for all travellers

          The worldwide travel warning on 1 June 2020 has been lifted for most countries in Europe. That means the summer holidays in Europe can begin! Together with our partners in the destinations, we are preparing everything so that from July onwards you can once again fly carefree with TUI and TUI MAGIC LIFE and enjoy a carefree holiday experience. Not all destinations and holiday countries start at the same time. 

          Our resort are opening successively, with a comprehensive action plan that meets the highest safety and hygiene standards.

          Here you will find a list of the opening dates:

          Greece

          • TUI MAGIC LIFE Candia Maris opened on 1 July.
          • TUI MAGIC LIFE Marmari Palace opened on 1 July.
          • TUI MAGIC LIFE Plimmiri opened on 2 July.

          Italy

          • TUI MAGIC LIFE Calabria opened on 3 July.

          Spain

          • TUI MAGIC LIFE Cala Pada: Trips with arrival dates up to and including 31 October 2020 will be cancelled.
          • TUI MAGIC LIFE Fuerteventura: Trips with arrival dates up to and including 14 September 2020 will be cancelled.

          Turkey

          • TUI MAGIC LIFE Bodrum is open
          • TUI MAGIC LIFE Masmavi is open
          • TUI MAGIC LIFE Sarigerme is open

           

          For the other countries the following applies:

          Tunisia

          • Trips with arrival dates up to and including 31 October 2020 will be cancelled.

          Egypt 

          • Trips with arrival dates up to and including 31 October 2020 will be cancelled.
        • 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. DIn 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/

          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.

        • When will TUI get in touch with me?

          Our professional and highly experienced TUI crisis management team monitors developments in the holiday regions on a daily basis. We will contact you unsolicited should there be any changes necessary for your booked trip. Until then, the general terms and conditions of TUI Deutschland GmbH currently apply to all trips with arrival from 15 June 2020.

        • Information for all customers whose trip was cancelled by us due to corona

          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 for Turkey visitors

          The travel warning for the tourist regions will be lifted with immediate effect, but the following conditions are mandatory:
          Adherence to the hygiene concept decreed by the Turkish government, this includes among other things a mandatory PCR test (test for corona viruses) for all travellers in Turkey within 48 hours before returning to Germany.

          Questions and answers:

          Where can I have the PCR test done?
          You can have a PCR test performed in your booked hotel, in test centres in your holiday resort and at the airports. The staff of your hotel will support you and provide the necessary information. In addition, our colleagues are available for you on site or via multimedia.

          Do I have to register for this? Where can I register for the PCR test?
          You can register for a PCR test at your hotel, which will also be carried out by medical personnel at your hotel. It is planned to introduce fixed consultation hours in the hotels.

          How can I register at the airport or at the test centres and where are they?
          It is not necessary to register at the airport or at the test centres. However, waiting times have to be expected here. Therefore our recommendation is to have the PCR test performed at the hotel.

          How far in advance do I have to have the PCR test done?
          The PCR test must be performed within 48 hours up to a maximum of 24 hours before your return flight. You can make a reservation for the PCR test in your hotel directly at the hotel reception upon arrival.

          How old may the PCR test result be?
          The PCR test must be performed within 48 hours up to a maximum of 24 hours before your return flight. Older PCR test results will not be accepted.

          Can I get tested at the beginning of my holiday or in between?
          You can get tested at any time for a fee of 30 euros at the hotel and airport or 15 euros at the test centres.

          When and how do I get the PCR test result?
          You will receive an e-mail or SMS with the PCR test result on your return flight at the latest. When the PCR test is carried out, registration with an e-mail address or mobile phone number is necessary.

          What if I do not have an e-mail address or mobile phone number?
          In this case you can enter your holiday hotel as contact.

          How much does the PCR test cost?
          The PCR test costs 30 Euro per person in your holiday hotel and at the airport or 15 Euro in the test centres in your holiday resort. You have to pay the costs yourself.

          What happens if I test positive?
          Your PCR test result will be reported to the Ministry of Health and you must immediately go into quarantine at your holiday hotel. Your holiday hotel as well as our local staff will support you, medical care is guaranteed by the hotel.

          Where do I have to go into quarantine?
          As long as your state of health permits, you can remain in quarantine at your holiday hotel. Your holiday hotel will provide you with all the necessary care.

          Do I get medical attention?
          Yes, you will also receive the necessary medical care and support at your holiday hotel.

          Will I be tested again after quarantine?
          Yes, further PCR tests will also be carried out during the quarantine. As soon as you receive a negative PCR test result, you can start your journey home.

          What happens if my state of health deteriorates?
          You will then be taken to the nearest hospital immediately.

          Do I have to be tested again in Germany?
          No, as long as the PCR test is not older than 48 hours, the German authorities recognize its validity.

          Does the PCR test requirement only apply to departures to Germany?
          Yes, the Turkish government's hygiene concept must be adhered to. This includes compulsory PCR testing for all travellers in Turkey within 48 hours before returning to Germany.

          Are there other regulations for non-German citizens or is the country of destination the decisive factor here, regardless of nationality?
          The valid regulations are independent of your nationality. The decisive factor here is the country of destination.

          Does the obligation to perform PCR tests also apply to return trips to Austria and Switzerland?
          Please check the respective travel and safety instructions of the respective country.

          Do my fellow travellers also have to be in quarantine if I test positive?
          If your fellow travellers have a negative PCR test result, they can go home. If the PCR test result is also positive, the 14-day quarantine period applies.

          Does the PCR test requirement also apply to travel from September onwards?
          According to current information, yes. However, changes to the travel and safety instructions of the German Foreign Office can be made at any time.

          Does the COVID-Protect insurance from AXA Partner apply? What does the COVID-Protect insurance cover?
          No, because it is not a medical order but an official order, the COVID-Protect insurance from Axa Partners does not cover the costs of the PCR test. All information and services of the Covid Protect insurance can be found at the top of this page. Costs in connection with medical care or quarantine are covered by TUI's COVID Protect insurance.

        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.