TUI Passengers Help Section

Refund Policy

How can I order my test?

If you already have a booking then visit Manage My Booking on the TUI site or app. If you make a new booking then there will be a link in your booking confirmation or you can access the link in ‘Manage My Booking’.

Please note we can not book any clinician tests or take orders via email or telephone. You must go through the secure link following your holiday booking with TUI to place an order or book an appointment.

When should I order my kit?

We recommend ordering your self-test and/or booking your appointment two weeks prior to you needing to take the sample. 

PCR Tests have a 6 months shelf life. 

Orders placed before 2.30pm Monday to Friday will be despatched the same day. Orders placed after 2.30pm Monday to Thursday will take up to 2 working days (Monday to Friday) to be despatched, if you order during the weekend or Bank Holiday then please allow 2-3 working days for your order to be despatched. 

Please note no orders will be despatched or delivered during the weekend or Bank Holidays.

Can I do this test myself at home?

Yes these tests are designed to be ‘self tests’ and clear and concise instructions come in each test kit. Please note if the test is for pre-travel purposes you will need to check the entry requirements for your destination as some areas only accept clinician performed tests.

Where can I have my sample taken by a Clinician?

  • Barnsley – 17 Middlewoods Way, Barnlsey, S71 3HR 
  • Birmingham – 26 High St, Sutton Coldfield B72 1UP 
  • Cambridge – Unit 13B, Dencora Business Centre, Nuffield Road, Cambridge, CB4 1TG 
  • Cirencester – Estate Farm, West Lane, Kemble, Cirencester, Gloucestershire, GL7 6AB 
  • Harlow – Lobby Office, Westgate House, West Square, Harlow, Essex, CM20 1YS 
  • London – Lower Ground Floor Office, 109-111 Fulham Palace Road, Hammersmith, London, W6 8JA 
  • Manchester – Office 21, 2nd Floor “The Building” HQ, Clippers Quay, Salford Quays, Manchester,  M50 3XP 
 

When do I need to take my sample?

 Within the given time frame required by the country that you are travelling to. We always recommend carrying out the sample on the first day within the travel requirement period. You can find the requirements for each country here: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

Please ensure you work out when you need to take your test prior to ordering. We are not authorised to advise you of when you should take this.

How will I receive my results?

When placing your order via our website you must ensure that you enter all of your details correctly, especially your email address.

Once your order has been placed via our website, you will receive two emails:

1. Order/Appointment Confirmation 

2. An invitation to create an online account – this is where your your results will be sent to. 

It is crucial that you log back into your account to enter your sample barcode. Please ensure that this is completed on the correct date and at the correct time. Entering your barcode date and time stamps your result and shows on your result document as sample taken on that date and at that time. 

Your results will be in PDF format and you can save them to your device or you can print them, as required by your destination Immigration Requirements.

Results are reported within 24-48 hours of the the sample being received at the lab.

When do I create my user account?

Create your user account as soon as soon as you receive your invitation email. The account will prompt you for details.
You need to note down your username and password for this account as you will need to log back in to add your sample barcode at the point of carrying out the test. 
Please ensure that you enter the barcode correctly and on the correct date at the correct time.
 

How can I track my sample?

It is crucial that you log your DX tracking number from the front of the DX labelled envelope. You can then track this via the DX Website. 
 
It is also crucial that you take a note of your sample barcode – this is what links your test to you. 
 

What is shown on my result certificate?

Don’t worry we are experienced with Pre-Travel requirements and our certificates display all relevant information:
  • Full name as displayed on your Passport
  • Passport Number
  • DOB
  • Sample Number (Barcode)
  • Result
  • Sample taken Date and time
This is all taken from the order you place so please make sure you complete all information correctly.
 
Test and Release Results are slightly different from Pre-Travel and they contain more information in line with the Governments Requirements.
 
Where is the laboratory that my sample will go to?
 
Our partner laboratory is based in Cambridge – Oncologica UK LTD. Please note this is a different address to our Cambridge Clinic
The lab also has a drop box for you to deliver your samples to 7 days a week. 
 

Oncologica UK Ltd

Suite 2 Newham Building 

Chesterford Research Park

Cambridge 

CB10 1XL

How do I get my sample back to the Laboratory?

Getting your sample to the laboratory is the consumers responsibility. Screen4 take no liability in the delivery of kits to lab. 

You will receive a Royal Mail Tracked 24 envelope within your test kit to return the sample to our lab. This can be posted using a Royal Mail Priority Post Box only. To find your nearest priority post box an collection times:

Visit: www.royalmail.com/services-near-you

  • Click the ‘Show my nearest priority post boxes’ tick box
  • Enter the postcode of where you are staying and select the address
  • View your nearest priority post box and check its collection times

If you already have a kit with a DX envelope inside of your kit please follow the below:

Please note if you have a Royal Mail envelope inside of your kit please still use this service. DO NOT put a Royal Mail Envelope inside of a DX drop box as your sample will not be processed. 

Please do not put a DX addressed envelope in a ROYAL MAIL post box as this will cause your sample to be destroyed. 

To ensure your sample is securely returned to our testing laboratory please ensure you follow the below steps to complete your Sample Drop.

To locate your nearest DX Express sample drop off point please refer to the list of address here.

  • Upon arrival at the Sample Drop off point, please do not enter the premises if you have any symptoms of Covid-19
  • Please sanitise your hands on entry and wear a face covering
  • Please remain in the designated area only
  • Only ONE person is to be in the Sample Drop location at a time. If there are other customers in the area, please wait outside until they have left the area
  • Post your DX addressed Sample Kit into the blue postal locker marked with yellow DX Sample Drop label.

Alternatively you can hand deliver your samples to the Oncologica lab in Cambridge:

Oncologica UK Ltd

Suite 2 Newham Building 

Chesterford Research Park

Cambridge 

CB10 1XL

 
You can hand deliver to the lab itself between 8am and 6pm, After 6pm you would need to deliver your sample to the security hut. These will be collected from the security hut and taken into the lab.
 

If you cant seem to find the answer to your query above then please email our team at TUI@screen4.org


Please be aware we are receiving a high number of enquiries at the moment but we aim to respond within 48 hours.

Screen4
(Yorkshire) Ltd
17 Middlewoods Way
Barnsley
South Yorkshire
S71 3HR
United Kingdom
Screen4
(Yorkshire) Ltd
Estate Farm Office
West Lane
Kemble
Cirencester
Gloucestershire
GL7 6AB
United Kingdom
Screen4
(Middle East)
PO Box 333966
No 1 Sheikh Zayed Road
Dubai
UAE
Screen4
(Hong Kong)
Suite 811
Tsimshatsui Centre, East Wing
Tsim Sha Tsui East
Kowloon
Hong Kong
Screen4
(Australia)
10 Bourke Road
Mascot
NSW 2020
Australia
Screen4
(Bahrain)
Office 2125
Almoayyed Tower
21st Floor
Building 2504, Road 2832
Block 428, Al Seef District
Kingdom of Bahrain