Your flight has been disrupted – here’s what to do next

We know flight disruptions are stressful, so here’s a step-by-step guide on what to do if your flight is cancelled or delayed:

Your airline is responsible for getting you from A to B and they will arrange your alternative flight.

• Regularly check your airline’s app and website, as they'll offer new flight options which you'll need to go in and accept.

• Please let us know your new flight details and we'll let our destination and accommodation teams know immediately.

• Depending on your ship’s itinerary, we may need to cancel and rebook your cruise, we’ll be in touch if this the case.

• Your flight details are being tracked by our team, who will automatically rearrange your transfers and contact the team on your ship, so you don’t need to contact us.

Depending on the length of your delay or cancellation, you have the Right to Care, including food, drinks, and possibly accommodation. This responsibility lies with your airline.

• Check your airline’s app or Manage My Booking (MMB) page for guidance on your entitlements.

• If you incur out-of-pocket expenses, you may be able to claim these back directly from your airline through their website. Remember to keep all receipts.

• Depending on the cause of your disruption, you may be entitled to EU261 flight delay compensation. To submit a claim, please refer to your airline’s website.

If you're having trouble resolving your issue with the airline or need further support, our 24/7 team is here for you:

• Via the chat in the TUI app

• Flying out of or into the UK: Call +44 203 830 3111 or text 80247

• If you’re flying out of, or back into Ireland, call +35 319 635304 or text 51016*

• On a TUI Tour: Call +44 203 830 3212

We're committed to helping your holiday continue smoothly. Thank you for choosing Marella Cruises. We really appreciate your understanding and patience.