FAQs

Yes, all resorts can also be booked without a flight. Simply select "Own arrival" in the search field.

The Service Centre is happy to accept requests for a specific room location, but we would like to point out that these are not legally binding and fulfilment cannot be guaranteed. However, the hotelier will do everything possible to fulfil your request on site.

Alternatively, at many resorts you can book your preferred room online directly after booking your trip . Secure your personal favourite spot here:

book your preferred room

We use the latest Secure Sockets Layer technology (SSL) to ensure the security of personal data. SSL is considered one of the safest means for transmitting credit card information and other sensitive information via the internet. Furthermore, our websites are protected by the Thawte SSL webserver certificate. Your personal data is in good hands with us and will be treated as strictly confidential.

You will immediately receive an e-mail from us confirming that your booking has been completed. You will also receive written travel confirmation within 2–3 days.

Payment by credit card is free of charge.

The baggage regulations vary considerably between airlines. To avoid any nasty surprises at the check-in counter, we recommend that you find out about the current baggage regulations. Simply find out more via our service portal myTUI , or www.meine-tui.at for customers from Austria, or in your travel plan, which you will receive 28 days before departure.

Your resort holiday involves travel without a ticket. All you need is your valid identity card or passport. You will no longer receive any travel documents. All relevant information about your resort holiday can be found on the service portal www.meine-tui.de, or www.meine-tui.at for customers from Austria. You can find more information about travelling without a ticket  here.

Exception — Egypt: please carry a printed copy of your flight voucher with you for your journeys to and from Egypt.

If you wish to cancel your holiday at a later date, please contact the Service Centre. Where necessary, cancellation fees shall apply. You can find these in our General Terms and Conditions.

Your safety is our top priority. For this reason, comprehensive and professional safety management is an integral part of our day-to-day operations. However, we must make it clear: there is no such thing as complete safety, anywhere in the world. Since 11 September 2001, in particular, the risk of terrorist attacks has also been part of the general risks of everyday life.

We will of course do everything in our power to ensure that your holiday is both enjoyable and safe. We believe that constant improvements should be sought in terms of security.

Our experts analyse the security advice from the Federal Foreign Office on a daily basis. If specific safety risks in certain holiday regions exist, we immediately inform our guests of the current situation. Even if there is no specific risk, we generally recommend that every guest read the travel advice issued by the Federal Foreign Office before starting their holiday.

Up-to-date information is available by calling 030-5000-2000 or online at www.auswaertigesamt.de. For Austria: www.bmaa.gv.at  or call 01/531 15-4411.

We recommend that you inform yourself about infection and vaccination protection and other prophylactic measures well in advance of your trip. If necessary, seek medical advice about thrombosis and other health risks.
Please refer to general information, in particular, from health authorities, doctors with experience in travel medicine, tropical medicine specialists, travel medicine information services or the Federal Centre for Health Education.

You pay for your trip by entering your credit card number, selecting PayPal or transferring the invoice amount when entering the booking details.

If the booking date is more than 30 days before the travel date, a deposit of 25% of the travel price (up to 40% for XTUI trips and top offers) is due after booking; the final payment is due 30 days before departure. For all other bookings made within 30 days of departure, the total amount is due immediately upon booking.

PayPal payments 
Payment by PayPal is possible, provided that travel commences within one year. After booking, you will be redirected to PayPal, where you log in and confirm your payment. You will then be redirected to magiclife.com and a booking confirmation page will appear once your booking has been successfully completed. PayPal payments are free of charge for you as a customer. For PayPal payments, you authorise us to collect the total amount due from your PayPal account. We take into account the deadlines applicable to your trip and debit your account at the right time.  

Why has my PayPal account not been debited? 
For trips that can be cancelled free of charge for 3 days, the deposit only falls due after these 3 days have elapsed. The amount of the deposit will then be debited from your account. The remaining amount is due 4 weeks before departure, only at this time will your account be debited for the remaining amount. 

When will my PayPal account be debited? 
At the time of booking, you grant TUI Deutschland GmbH the right to debit your account for the authorised amount. Your account will not be debited immediately, but only after the period under the free cancellation option has expired (if \"3 days free cancellation\" applies to the offer) and after the relevant down payment and final payment deadlines. 

Do down payments and final payments also apply to PayPal payments? 
Yes, we will only debit your PayPal account as per the down payment and final payment deadlines. 

Why can't I pay with PayPal in the app? 
The TUI MAGIC LIFE App and myTUI app do not currently offer PayPal as a payment method. This is due to change soon. 

Why can't I book a hire car if I want to pay with PayPal? 
Currently, hire cars cannot be included in a PayPal payment. If PayPal is selected as the payment method, it is no longer possible to select a hire car on the booking completion page. But we are working on changing that! Until then, you can book a hire car in addition to your booked trip at https://www.magiclife.com/de/de/service/mietwagen/ . 

How does a PayPal payment work? 
Choose your dream holiday, go to the booking completion page, enter the requested information and select PayPal as the payment method under \"Payment method\". Click on \"BOOK NOW FOR FREE\" to initiate the booking and you will be redirected to PayPal. Here you will have to log in with your PayPal account details, confirm the total amount of the trip and complete the payment via \"Pay now\". Following a successful booking, you will be directed to a booking confirmation page where the transaction number for your trip will appear. A booking confirmation will also be sent to your e-mail address. 

Why can't I pay for my booking with PayPal? 
The PayPal payment method is currently being introduced and undergoing a trial operation, so it is possible that PayPal is not yet available. However, full operation will commence in the foreseeable future.  

Unfortunately, trips that take place more than one year in the future from the time of booking cannot be paid for with PayPal.
Furthermore, several destinations are excluded due to PayPal's terms of use. It is therefore possible that you may not be offered the PayPal payment method in individual cases.

How do I get my money back if I have paid with PayPal but want to cancel my booking? 
If a cancellation is made, the cancellation conditions will be applied and the amount already paid minus cancellation costs will be promptly credited to your PayPal account. 

How do I pay for insurance taken out via PayPal payments? 
Unfortunately, you cannot currently pay for insurance for your trip taken out on magiclife.com using PayPal. If you book a trip with insurance and select PayPal as the payment method, only the price of the trip (with seat reservation, Flex fare, donation to the TUI Care Foundation, if applicable) will be authorised at the time of payment and subsequently debited from your PayPal account.  Insurance, on the other hand, will be invoiced separately by Allianz. You will receive an e-mail from Allianz containing an invoice after your booking has been received. This is to then be transferred to the Allianz account shown on the invoice. 
 
We are also working on making complete billing via PayPal possible in the future. 

How can I use PayPal and where can I find help regarding the PayPal payment method? 
In PayPal's help centre https://www.paypal.com/de/smarthelp/home you will find answers concerning the use of this payment method. Including, but not limited to, help if payments are rejected by PayPal or you have problems with your login. 

Package holiday protection for all TUI holidaymakers

When you book a holiday with TUI, you are always on the safe side.
With the introduction of the new EU package travel directive, which comes into force on 1 July, we have decided to offer tour operator services and certain individual services from the TUI programme with additional services and package travel protection. If you only book a hotel, a hire car or a round trip with us, for example, you are still covered against insolvency and in crisis situations.
We have created the TUI PLUS PACKAGE for you, which is automatically included with every booking. TUI PLUS PACKAGE services include personal or multimedia TUI support at any time for questions and concerns about your trip, your information portal myTUI with valuable travel know-how concerning your holiday, digital travel guide and maps as well as SMS assistant on request and professional crisis management to ensure your safe travel.
You automatically sign up for the TUI PLUS PACKAGE when you book individual services or packages from the TUI Deutschland travel programme.

You can find more information  here.

At no extra cost for you: anyone who books a holiday with us today and in the future pays precisely the price that appears on the invoice on the day of booking. TUI will waive the new legal option to adjust travel prices retrospectively by up to eight per cent in the event of increased costs.

Attempted fraud on the internet is becoming more and more frequent, and at the same time the approach taken by fraudsters is becoming increasingly professional. We would therefore like to provide you with information here about possible risks.

You will find your booking number on your booking confirmation.

On the website you can currently use your login to

• retrieve notepads (all saved resorts and offers) on all devices
• display an overview of your trips booked
• automatically transfer address data when booking
• quickly and easily get to the desired room booking and to Online Check In

There are many benefits of having a customer account in the app:

• Book additional hotel services (e.g. table in the restaurant, sports course, room service) 
• Automatic transfer of your data to all booking forms on any devices you use to log in to the app using the customer account
• Post questions and comments on the pinboard and chat with other guests

Add your booked stay to your customer account and benefit from 

• a personalised user experience and individual communication, tailored to your stay, meaning that you won't miss any important information or offers in future

No. The customer account is not mandatory but helpful. If you are logged in when you book your next trip, you don't have to re-enter your details for subsequent processes, such as online check-in.

The minimum age for creating a customer account is 16 years.

Please check your spam folder and, as a next step, simply enter your e-mail address and your password on the login screen. If there is an unconfirmed customer account for the e-mail address, the link "Resend e-mail with confirmation link" appears.

Use the forgotten password function. This is located
directly on the login screen: "Forgotten password".

To do this, use the "Change password" function on the login screen

Using your personal login or your customer account , it is also possible to log in to other platforms associated with the TUI Group, such as myTUI, on tui-blue.com, on robinson.com or on magiclife.com .

You have the option of deleting the account yourself in your personal customer account. To do this, click on "Delete account" via the menu navigation.

If you  book while logged in, your travel booking will automatically be displayed in your customer account after no more than 24 hours.

You can also enter your travel booking yourself  24 hours after booking in your customer account.

Please log in to myTUI. 

Personal data can be changed under "My customer data".

Travel bookings that are not automatically displayed in the customer account can be added by clicking on the "Add booking" button and entering the following details: booking number, surname, resort, date of arrival.

When you log in, all notepads are stored centrally in your account so that you can access them on any device. If you can no longer see them, you are probably no longer logged in.

In this case, additional services can also be booked on site via the reception/guest relations staff.

Yes, as long as travel is in the future .

Yes. This is still possible up to 30 days after the date of arrival .

Your extension must be entered as a separate travel booking using the "Add booking" function.

No. You can use the "Stay logged in" function.
 

The TUI MAGIC LIFE App offers you the opportunity to plan your holiday with ease and keep track of everything. It provides you with all of the important information such as opening hours and menus and the daily programme at the resort, booking sports courses and courts and reserving speciality restaurants quickly and easily. You can use our pinboard to chat with other guests and arrange to meet during your stay at the resort. The app is also an important communication channel that provides you with news and updates on booked services. You can download the app here: www.magiclife.com/de/de/mehr-tui-magic-life/apps/

We would like to offer you a personalised user experience in our app and make it as relevant and interesting as possible. It is also important to us to prevent places for our services being blocked by people who are not our guests and for you to be kept informed of changes to your booked activity, it is necessary to create a customer account. With your customer account, you can access your bookings from multiple devices. You save time as you don't have to fill in the booking form every time you book on the app, as your personal details (first name, surname and room number) are saved.

No, there are also courses that do not require registration. However, registration is required for the majority of our courses due to the limited number of participants.

Please check your mailbox first to complete your registration. You should have received an e-mail there to complete your registration. If necessary, please also check your spam folder. 

To access the pinboard, you must be logged in to your customer account in the app, have added your travel booking and be within your travel period. If you are unable to add your trip to your customer account or are outside your travel period, you will not be able to use the pinboard. 

To do this, go to Profile — My customer account — My travel bookings — Add travel booking. You will need your booking number, the name of the main traveller (which may differ from your own name), the resort you have booked and your date of arrival.

There may be various reasons for this. Please use the contact form that appears if you were unable to add your travel booking. 

Is it not necessary to add your trip to book a resort service on site. However, it is required to access the pinboard and to receive useful information about your stay.  

It is still possible to make all bookings via the reception desk, as well as to obtain information that can also be found at the resort. A holiday with TUI MAGIC LIFE is also possible without an app — but once you try it, you'll realise that it makes your holiday so much easier and unique.