TUI Airways claim
TUI Airways flight delayed or cancelled: check your compensation
Was your TUI Airways flight delayed, cancelled or overbooked, or did another disruption affect your journey? Depending on the route, your actual arrival time and the cause of the problem, you could receive up to €600 per passenger.
Depending on the distance and the circumstances of the claim
The itinerary must be checked carefully
Fly Claim is paid only if your claim is successful
Can you receive compensation for a TUI Airways flight?
European rules may apply when your TUI Airways flight departs from an airport in the European Union, even though TUI Airways is a British airline.
For a flight arriving in the European Union from a non-EU country, the situation requires a more detailed assessment. The country of departure, the airline that actually operated the flight and the applicable legal framework are decisive.
Departure airport
A departure from an airport in the European Union is generally covered by EU passenger protection.
Operating carrier
Check the “ operated by ” wording on your booking confirmation or boarding pass.
Delay at final destination
Your actual arrival time at the final destination may be decisive when calculating the delay.
Cause given
A technical fault, a crew issue, bad weather or an air traffic restriction are not assessed in the same way.
The fact that TUI Airways is British does not automatically remove your rights. A flight departing from the European Union may still be covered.
Is TUI Airways an EU airline?
TUI Airways is based in the United Kingdom. It is therefore no longer an airline of the European Union.
However, this does not mean that no protection applies. Flights departing from the European Union may be covered by EU rules, while certain journeys connected with the United Kingdom may fall under the UK regime.
Departure from the European Union
EU rules may apply regardless of the airline’s nationality.
Journey connected with the United Kingdom
A comparable UK regime may protect passengers depending on the journey and the circumstances.
A Paris–London, London–Paris or London–non-UK destination flight does not necessarily fall under the same legal framework.
Compensation for a delayed TUI Airways flight
Compensation may be due when a TUI Airways flight reaches its final destination with a significant delay and the airline cannot show that the disruption resulted from extraordinary circumstances that it could not reasonably have avoided.
The departure time alone is not enough to calculate the delay. The actual arrival time must be compared with the originally scheduled arrival time.
Information to gather
- TUI Airways flight number and date;
- departure and arrival airports;
- originally scheduled arrival time;
- actual arrival time;
- reason given for the delay;
- new itinerary offered, where applicable.
Your TUI Airways flight was cancelled
In the event of a cancellation, you should check when TUI Airways informed you, the reason given and the schedule of the alternative flight offered.
Ticket reimbursement, rerouting to the final destination and fixed compensation are separate rights.
Alternative flight offered
Compare the schedule of the replacement journey with your original booking.
Reimbursement
In some situations, you may request reimbursement if you decide not to travel.
When the flight is part of a package holiday, also keep the travel contract and all correspondence with the travel agent or tour operator.
Missed connection during a TUI Airways journey
A delay on the first leg may prevent a passenger from boarding the next flight. You must then determine whether the different legs were part of a single booking.
When tickets were purchased separately, the second flight may legally be treated as an independent booking.
Important checks
- are the flights included in a single booking?
- was the journey sold as a package holiday?
- was a self-transfer required?
- did you have to collect your baggage?
- what was the actual arrival time of the first flight?
- what alternative journey was offered?
Overbooking or denied boarding with TUI Airways
Involuntary denied boarding may entitle you to compensation if you had a valid booking, arrived on time and held the required travel documents.
Overbooking must be distinguished from boarding being refused because you arrived late at the gate, had incorrect documents, had a medical issue or for a justified safety or security reason.
Different rules may apply if you accepted a commercial offer or another benefit in exchange for your seat.
Meals, hotel and transport after a TUI disruption
When a delay or cancellation causes a long wait, TUI Airways may have to provide assistance appropriate to the duration and circumstances of the disruption.
Meals and refreshments
Reasonable care may be due depending on the length of the wait.
Accommodation
A hotel may be required when the new departure is scheduled for the following day.
Transport
Transport between the airport and the accommodation may also be covered.
Information
Keep all emails, text messages and documents received during the disruption.
Keep itemised receipts for any necessary and reasonable expenses you had to pay.
How much can you claim for a TUI Airways flight?
When the conditions are met, the fixed compensation amount mainly depends on the distance of the journey concerned.
Up to 1,500 km
Reference amount for eligible short-distance journeys.
Between 1,500 and 3,500 km
Amount applicable to certain medium-distance journeys and longer intra-European flights.
More than 3,500 km
Maximum reference amount for certain long-haul journeys.
These amounts are indicative. A reduction may apply in certain rerouting situations when arrival remains relatively close to the original schedule.
Which documents should you keep for a TUI Airways claim?
Travel documents
- booking confirmation;
- package holiday contract, where applicable;
- flight number and date;
- boarding pass;
- original itinerary and replacement journey.
Evidence of the disruption
- emails and text messages received from TUI;
- messages from the travel agent;
- photos of airport information boards;
- actual arrival time;
- receipts for meals, hotel or transport.
You can start your claim with the information available. Additional documents may be requested during the assessment.
Frequently asked questions about TUI Airways claims
How much can I receive for a delayed TUI Airways flight?
The standard reference amounts may be €250, €400 or €600, depending on the distance and the conditions applicable to the journey.
Is TUI Airways an EU airline?
No. TUI Airways is a British airline. However, a flight departing from an airport in the European Union may still be protected by EU rules.
Can I claim if the flight was part of a TUI package holiday?
Yes, this may be possible. Keep the travel contract, flight confirmation and all correspondence with the travel agent or tour operator.
Can I accept a new flight and still claim compensation?
Yes, this may be possible. Rerouting and fixed compensation are separate rights.
Does TUI Airways have to reimburse my meal or hotel expenses?
Certain necessary and reasonable expenses may be claimed when the required assistance was not provided. Keep itemised receipts.
Do I have to pay Fly Claim before my claim is processed?
No. There is no fee when you submit your claim. Commission applies only when compensation is recovered.
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