TUI: Compensation for delayed flight, cancellation, denied boarding

TUI Airways, formerly Thomson Airways and often referred to as TUI, is a charter airline. Currently it’s the biggest charter airline in the world. What does it mean for you? Are you still protected? Yes, you are still protected. Because TUI operates in Europe, and that means that it has the same responsibilities like other airlines. Has your TUI flight been delayed? Or cancelled?

If the answer is yes, then we have a good news for you! If any of that has happened during the last 3 years, you might be owed up €600 by TUI Airways. All thanks to Europe's Flight Compensation Regulation.

How to claim your TUI flight delay compensation?

How to receive that TUI compensation you are entitled to?

Check your compensation online!

Or continue reading to learn more about your rights.

Here are 6 main topics that we will focus on:

1. What to do if your TUI flight is delayed?

2. What to do if your TUI flight is cancelled?

3. How to claim TUI flight delay compensation?

4. How to claim TUI Airways flight cancellation compensation?

5. How to claim TUI denied boarding compensation?

6. Connecting flights with TUI

What has changed after Brexit?

As of 2021 TUI is seen as a non-EU airline.

What does it mean for you as a traveller?

The most important thing is that now, as a traveller, you will be less protected when travelling with TUI. EU Flight Compensation Regulation 261/2004 applies only to TUI flights departing from the EU, but not the other way around. Accordingly you'll not be entitled to EU flight compensation or right to care if the flight is from the UK or somewhere else outside the EU, where the regulation isn't in power.

UDPATE: Now you are protected by the Regulation UK261.

1. What to do if your flight is DELAYED?

You are about to go on a holiday, when you learn…

Your TUI flight is delayed.

What should you do next?

1.1 If you are still at home

If it’s expected to be a short delay, proceed as planned.

Yes, you may have to wait extra at the airport. But it’s better to wait a bit than stress out later, because there are so many people now. And the line isn’t going as fast as you would like it to.

If it’s a long delay, stay at home for a while.

Keep an eye on your TUI flight status online.

We can recommend you FlightStats and Flightradar24. But you should also be able to find the same information on the website of the airport you are flying from. Check the status of your flight every half an hour or so.

Call the airport if you don’t understand information available to you.

Do you have a connecting flight or flights?

Something that you may miss now?

Maybe a bus or train you have already booked? Or some activity?

In the latter case you will have to deal with that on your own. Try to find out online (or by calling the company) if you will be able to use these tickets at a later time or date.

Speaking of flights - most likely you don’t have one, since TUI is taking you all the way to your destination. But if you have - you will have to deal with that yourself as well. Because TUI doesn’t sell connecting flights. If you will need a new ticket, you will have to pay for it yourself.

If it’s the airline's fault that your flight is delayed, you may also be entitled to EU flight delay compensation. And free food and free accommodation in some cases. For more information on that, and how to get your TUI delayed flight compensation, scroll down.

1.2 If you are already at the airport

Go and see if the check in for your flight has already started.

If the check in has started, then proceed as usual. Check in for your flight, proceed through airport security and afterwards to your gate. Once you have found your gate… wait for more information.

If your gate number isn’t announced yet, just sit down somewhere, better close to airport information screens, and wait for information. Check the status of your TUI flight every 20-30 minutes. Because information regarding your TUI flight delay may change. In many situations it does change.

You'll file a claim for TUI compensation later (if it's a 3+ hour delay).

- 3 hour flight delay

According to EU regulations, if TUI or any airline operating in the EU delays a flight for more than 3 hours, often the company has to take care of you. There are some exceptions, but mostly TUI has to provide you with a free meal and drink.

Apart from that two free phone calls, e-mails or faxes should also be provided.

This rule applies to all TUI flight from Europe, and to all its passengers.

What’s important to remember - it applies also to delays that are caused by something that’s out of the airline’s control. For example, if the flight is delayed, because there are issues with the airport's air traffic control system, this flight delay counts as well.

- Long delay (Overnight delay)

Will you have to wait overnight?

In these situations TUI should offer you free hotel accommodation. Plus transportation to and from the hotel, in case it isn’t going to be an airport hotel. Unless it’s your home airport and you can return home for a night.

It applies to all TUI flight delays and cancellations. To all flights departing from the EU or countries where the EU Flight Compensation Regulation 261/2004 is in power.

No matter the reason behind them.

All TUI passengers are eligible to receive this type of care by TUI.

In this case it doesn’t even matter, if you have insurance or not.

Flight compensations - Rules - ENG

1.3 If it's fault of TUI (if it’s the airline’s fault)

Then you are also entitled to a flight delay compensation up to €600.

If you are family of four, that means you may as well receive up to €2400.

Plus all the above mentioned (free food, free hotel room and a new flight, when it’s due).

Sometimes it’s clear right away, because the airline admits that it’s their fault.

Other times an investigation is necessary to find the real reasons behind the flight disruption. If you aren’t sure what was the reason behind your flight delay, file a claim with us and we’ll find it out.

It applies to all situations when you're flying from the EU and you reach your destination 3 or more hours late. What matters in this situation is your actual time of arrival. If it’s at least 3 hours (180 minutes) later than planned, it counts. Pay attention to the moment, when the doors of the aircraft are opened and passengers are free to disembark. That’s considered your actual time of arrival.

Was your flight 3 or more hours late?

If yes, file a claim for compensation.

If you don’t do anything, in 99% of the situations you'll get nothing.

1.4 Why do flights get delayed?

Here are some of the top reasons why flights get delayed.

2. What to do if your flight is CANCELLED?

You have just learned that your TUI flight is cancelled.

What should you do next?

Could you be entitled to compensation from TUI?

2.1 If you are still at home

First of all, how did you learn about the cancellation?

Most probably you either received an email from TUI or you found it out by checking the status of your flight online.

1. You have received an email from TUI. Read the email to see what exactly has happened, why is your flight delayed and what should you do now. Mostly TUI will offer you to either take another flight or to receive a refund.

You should be able to choose a refund, even if the flight is cancelled due to extraordinary circumstances. It must be paid within 7 days.

Make a choice!

2. You haven’t received anything from TUI. If your flight is about to depart very soon (most probably it is), contact the airline or tour agency now. Ask what are your options and make a choice!

Don’t forget to take into account all the other travel plans you may have.

2.2 If you are already at the airport

If you haven’t yet gone through airport security, don’t do it.

Wait for more information.

Because, you may not fly anywhere today.

Yes, it sucks. But that’s a possibility. While TUI is obliged to take you to your destination, it may take them a while to find a new flight. And that new flight may not depart today. So, sit down somewhere and wait for an announcement or email from the airline.

Have you already gone through airport security?

If you are travelling with carry on only, go back to the arrivals.

Because whenever there is a flight cancellation, there is going to be a new flight. And you’ll have to check in for that new flight.

If you have checked luggage, don’t rush anything, just sit down and wait for more information for now. You will have to collect your checked luggage. But, first, you have to wait for information where and how will you be able to do that. And then… you will have to check it in again for the new flight.

A red alarm clock

- 3 hour flight delay

If you have to wait more than planned, TUI has to take care of you.

After a 3 hour wait and if the flight is from Europe, the airline should provide you with a free meal and drink, plus two free phone calls, e-mails or faxes. If it’s been already more than 3 hours since the estimated time of departure, contact the airlines ground staff to ask for it.

This rule applies to all TUI flight cancellations. Even if the reason of the cancellation is something out of the airline’s control, something it couldn’t have dealt with.

- Long delay (Overnight delay)

Is your new flight departing only tomorrow? Will you have to wait overnight?

If it’s not your home airport and you can’t return home for a night, TUI should provide you with free hotel accommodation, plus transportation to and from the hotel, if the hotel isn't at the airport. All TUI passengers are eligible to receive this type of care by TUI.

You may also be entitled to TUI compensation for the inconvenience.

Flight compensations - Rules - ENG

2.3 If it's fault of TUI

If the reason of the cancellation is something that’s within the airline’s control, you may also be owed a flight cancellation compensation up to €600. It applies to TUI flight cancellations, where passengers have been informed of the cancellation 14 days or less in advance.

Were you travelling together with other family members? If yes, you may receive up to €600 per every family member that was on the plane. The best part is that one claim per family is enough for all of you to get the TUI compensation. And of course - free food, free accommodation and a new flight to your destination.

There is a common myth, that if you take free accommodation and food, it will make it harder for you to receive the compensation. Or that it's gonna be smaller. It’s not true. It’s only a myth.

Have you experienced that before?

If yes, here you can claim your flight cancellation compensation online.

2.4 Why do flights get cancelled?

Here are some of the top reasons why flights get cancelled.

How to claim compensation

3. How to claim TUI flight delay compensation?

Your flight was late. It was a long delay.

You have reached your destination more than 3 hours late.

It wasn’t because of something like bad weather. It was the company’s fault. Which means that now you are eligible to receive EU flight delay compensation up to €600. What’s next?

How to claim your TUI flight delay compensation?

Here are two of the best options you have:

1. You can try and do it on your own. Go to the website of the airline, find the right form, fill it, submit all the information they are asking for and wait. In some situations they will get back to you soon afterwards, in other - you will have to remind about your claim. Be prepared, that it takes a while.

2. You can also take the shortcut - let's work together.

We will help you to get your TUI compensation easier.

Documents on the table next to a laptop

Go to this page on our website;
Fill in the details about yourself and your TUI flight delay;
Upload your boarding pass and passport copy;
Sign the claim online.

And… that’s it.

We’ll take it from here.

We ask for no upfront fees.

You will pay nothing, if it turns out that you aren’t entitled to compensation. It happens. You may have mistakenly assumed that the delay was longer than it actually was. We understand that. Everyone makes mistakes.

If we succeed, then we’ll take only €25 + 25% of your Thomson flight delay compensation and transfer you the rest.

No win, no fees. As simple as that.

Learn more about EU flight delay compensation.

- How long does it take?

Mostly it takes around 2-3 months.

From the moment you file a claim until you finally receive the money in your bank account.

- How far back can you claim flight delay compensation?

In most of situations 2-3 years.

Don’t worry about this too much. Register your claim, and we’ll check it for free.

If it turns out, that the flight is too old, we’ll take no fee.

For the best chance of success, submit your claim as soon as possible.

- Does it apply only to citizens of the European Union?

It applies to everyone, no matter the nationality.

You don't have to be European.

- What about codeshare flights?

What if you were on a codeshare flight?

What if you bought a ticket from one airline, but the flight was operated by another company? Which company is the one to be held responsible if there are problems with the flight?

Which one is going to pay the compensation?

The one operating the flight.

But that's only true regarding the compensation. If the first flight of your journey is delayed and because of that you have missed your connecting flight, the marketing airline is responsible for booking you into the next available flight for free. If that has happened, contact the airline you booked your flight from.

3.1 How much can you claim?

In most of situations it’s gonna be 250, 400 or 600 euro.

The compensation mounts are fixed. Generally speaking the longer the flight, the bigger will be your TUI refund. The amount of the compensation isn't affected by the price of your ticket. You can receive 400 euro even if your ticket cost only 40 euro.

You don't need travel insurance, and your under 2 years old can receive full flight compensation, too. The rules are the same for everyone.

4. How to claim TUI flight cancellation compensation?

Your TUI flight was cancelled.

5 hours or 5 days before departure, it doesn’t matter. As long as you were informed of it less than 2 weeks (14 days) before departure and as long as it was the airlines fault, you may now receive a compensation.

How to claim your TUI flight cancellation compensation?

Here are two of the best options you have:

1. You can try and do it on your own. Go to the website of the airline, find the right form, fill it, submit all the information and documents they are asking for and wait. In some situations the airline representatives will get back to you soon afterwards, in other - you will have to remind about your claim. Be prepared, that it takes a while, mostly months.

2. You can also take the shortcut.

Woman using laptop - Best Travel Blogs 2019

Go to this page on our website;
Fill in the details about yourself and your TUI cancellation;
Upload your boarding pass and passport copy;
Sign the claim online.

And… that’s it.

One form. Only 5 minutes of your time.

How much does it cost to work with us?

Initially you will not have to pay anything.

Because we ask for no upfront fees.

If it turns out that you aren’t entitled to compensation, again, you will pay nothing. If, however, we succeed, then we’ll take €25 + 25% of the compensation and transfer you the rest. No win, no fees.

Learn more about EU flight cancellation compensation.

- How long does it take?

Mostly around 2-3 months from the moment you sign the claim.

It will take longer if the airline isn't cooperative and refuses to pay your TUI flight compensation, or if there are some other obstacles.

- How far back can you claim flight cancellation compensation?

Mostly 2-3 years.

For the best result, submit your TUI compensation claim as soon as possible after the flight. Are you worried, that your flight might be too old? Don’t worry, and register it anyway. If it turns out that the flight is too old, you will not have to pay.

- Does it apply only to citizens of the European Union?

No.

It applies to everyone, to all TUI passengers.

To everyone travelling from or within Europe.

- What about codeshare flights?

What if you were on a codeshare flight?

What if you bought a ticket from one airline, but the flight was operated by another company? Which company is the one to be held responsible if there are problems with the flight?

Which one is going to pay the compensation?

The one operating the flight.

4.1 How much can you claim?

Mostly it’s gonna be either 250, 400 or 600 euro.

The amounts are the same for all European airlines and for airlines operating in the EU.

The longer your journey, the more you can receive.

€250 - if the distance of your flight is up to 1500 kilometres (1-2 hour flights);
€400 - if the distance of the flight is between 1500 - 3500 kilometres (mostly 2-5 hour flights);
€600 - if the distance is more than 3500 kilometres (mostly 5+ hour flights).

The rules are the same for all airlines operating in Europe, and they are the same for everyone. No matter the age, nationality, airline, price of the ticket or travel insurance. Your under 2 years old can receive full flight compensation, too.

5. TUI denied boarding compensation

Over-bookings happen.

Airlines do sell more tickets that there are seats? Why? Because mostly there are at least few persons who never turn up for their flight. The reasons are different. But that happens. Airlines know that and they use that to make extra money.

What are your rights in these situations?

Every time on a flight from the EU when you are denied boarding due to overbooking, the airline should pay you a denied boarding compensation. In Europe the amounts are fixed - 250, 400 or 600 euro.

It applies to all TUI flights from or within Europe.

You don't have to be European to be entitled to it.

And, yes, you can get both - a new flight to your destination or full refund and a compensation. In some situations - also free food and free accommodation, if you will have to wait at the airport for more than 2-3 hours. The rules here are the same like with flight delays and cancellations. However, you can't get compensation if you agree to give up your seat and fly later.

Don’t take vouchers or coupons, if you would prefer to get cash.

Has it ever happened to you?

If yes, here you can claim denied boarding compensation online.

Learn more about EU denied boarding compensation.

6. Connecting flights with TUI

TUI Airways doesn’t offer connecting flights but you can combine a TUI flight with a flight (or several flights) of another airline company.

Use the Flight Connections search tool to see available connections.

Flight Connections search tool is supported by Dohop, and TUI Airways is not responsible for these flight connections. The flight connections available in the Flight Connections module are all self-transfer flights.

You are responsible for collecting and rechecking your baggage, you’ll need to go through the immigration, and the airline won’t issue you a new onward ticket if the first flight is delayed and you miss your connection.

However, you might be entitled to compensation up to 600€ if your TUI flight has been delayed for more than 3 hours, and if it’s TUI Airways's fault. Or if your TUI Airways flight has been cancelled, and if your are notified of the flight cancellation less than 14 days in advance. But you yourself will have to take care of the "next flight". To book a new flight if necessary, and to pay for it.

About TUI Airways

TUI Airways, formerly known as Thomson Airways, is the world's largest charter airline.

In 2017 TUI Airways was the third-largest UK airline by total passengers, after EasyJet and British Airways.

The airline's head office is in the Wigmore House which is adjacent to Luton Airport. The largest base is at London-Gatwick. There are several more bases in the UK, as well as a few bases in Europe.

TUI Airways was founded in 1962 as Euravia (later renames to Britannia Airways). The airline commenced operations as Thomson Airways in 2008, and in 2017 the airline changed its name to TUI Airways.

As of June 2019, the airline's fleet consists of 53 Boeing aircrafts.

TUI Airways is a part of the TUI Airlines, and a subsidiary of the TUI Group.

Other TUI airlines are: Corsair International, TUI fly Belgium, TUI fly Deutschland, TUI fly Netherlands and TUI fly Nordic. TUI Airways is the largest of the TUI airlines. TUI Group is the largest tourism group in Europe. The group operates both scheduled and charter flights.

TUI Group’s fleet consists of more than 130 aircrafts.

TUI destinations

The airlines of the TUI group (Corsair International, TUI Airways, TUI fly Belgium, TUI fly Deutschland, TUI fly Netherlands and TUI fly Nordic) operate flights to more than 150 destinations worldwide departing from more than 60 airports in 9 countries.

TUI Airways offers scheduled and charter flights from the United Kingdom and the Republic of Ireland to destinations in Europe, Asia, North America and Africa.

Here is a list of TUI Airways destinations:

Aruba (Oranjestad), Austria (Innsbruck, Salzburg),

Barbados (Bridgetown), Bulgaria (Burgas, Sofia, Varna),

Cape Verde (Boa Vista, Sal), Costa Rica (Liberia), Croatia (Dubrovnik, Pula, Rijeka, Split), Cyprus (Larnaca, Paphos),

Denmark (Copenhagen), Dominican Republic (La Romana, Puerto Plata, Punta Cana),

Egypt (Hurghada, Marsa Alam),

Finland (Helsinki, Ivalo, Kittilä, Kuusamo, Rovaniemi), France (Chambéry, Toulouse),

Greece (Chania, Corfu, Heraklion, Kavala, Kefalonia, Kos, Preveza/Lefkada, Rhodes, Samos, Santorini, Skiathos, Thessaloniki, Zakynthos),

Iceland (Reykjavík), India (Goa), Ireland (Dublin), Italy (Alghero, Catania, Lamezia Terme, Naples, Olbia, Turin, Venice, Verona),

Jamaica (Montego Bay),

Malaysia (Langkawi), Malta (Luqa), Mauritius (Port Louis), Mexico (Cancún, Los Cabos, Puerto Vallarta), Montenegro (Podgorica), Morocco (Agadir, Marrakech),

Norway (Oslo, Trondheim),

Portugal (Faro, Funchal, Porto Santo), Puerto Rico (San Juan),

St Lucia (Saint Lucia), Spain (Alicante, Almería, Fuerteventura, Girona, Ibiza, Jerez de la Frontera, Lanzarote, Las Palmas, Mahón, Málaga, Palma de Mallorca, Reus, Santa Cruz de la Palma, Tenerife), Sri Lanka (Colombo), Sweden (Gothenburg, Stockholm), Switzerland (Geneva),

Thailand (Krabi, Pattaya, Phuket), Tunisia (Enfidha), Turkey (Antalya, Bodrum, Dalaman, Izmir),

United Kingdom (Aberdeen, Belfast, Birmingham, Bristol, Cardiff, Doncaster/Sheffield, East Midlands, Edinburgh, Exeter, Glasgow, Kingston upon Hull, Leeds/ Bradford, London, Manchester, Newcastle upon Tyne, Norwich), United States (Orlando),

Vietnam (Phu Quoc).

TUI Airways baggage allowance

Cabin luggage

One piece of hand baggage per passenger is permitted in the cabin. This bag should weigh no more than 10 kg with the maximum dimensions 55 x 40 x 20 cm (including handles and wheels).

Remember that you are NOT allowed to bring a personal item! Your laptop and handbag, as well as the items bought at the airport have to go in your carry on bag.

Hold luggage

TUI Airways package holidays come with a luggage allowance of 15 or 20 kg (depends on the type of your holiday).

If you are just booking a flight, you can book checked in luggage for an extra charge. It can be done while booking a flight, or through Flight Extras website if the flight is already booked. You can also pay for your checked luggage at the airport, but it’s way more expensive than booking checked luggage in advance.

For up to date information about TUI destinations and luggage allowance see the website of TUI.

By Europe and EU we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin, the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.

Remember, whenever your flight with TUI is delayed, cancelled or you have been denied boarding - you might be entitled to flight compensation. File a claim to get it sorted out right away!