HOLIDAYS

TUI Flight delay compensation

Here at TUI, we’re proud to have been named the World’s Best Leisure Airline for five years in a row. And the majority of our flights get you away on time. But no one’s perfect, so, unfortunately, flight delays sometimes happen. We know it can be seriously frustrating, and we’d like to apologise for any disruption caused. But, here’s everything you need to know if your flight’s delayed, including how to claim…

When am I entitled to claim flight delay compensation and how much will I be paid?



Depending on the length and circumstance of your flight delay, you might be able to claim under the EU flight delay compensation legislation EC261. You may be eligible for compensation if your flight's delayed over three hours. The delay duration’s calculated on the time that one of the aircraft doors is opened at your scheduled destination airport.

But, not all flights delayed over three hours are eligible – it depends on the circumstance of the delay. If it’s caused by ‘extraordinary’ circumstances – think bad weather or an air traffic control strike – and the airline has taken ‘all reasonable measures’ to reduce the delay, then you won’t be entitled to compensation.

If you’re eligible for flight delay compensation, the amount you’re due will depend on the length of your delay and the flight distance, as the crow flies – see the table below. Just so you know, flight delay compensation in the UK is calculated in euros, but paid in sterling at the current exchange rate.

 

 

(A)For all flights of 1,500 km or less (B)For all intra-Community (Europe to Europe) flights of more than 1,500 km, or for all other flights between 1,500-3,500 km (C)For all flights not falling under categories A or B, with the exception of flights delayed less than four hours*
250 euros 400 euros 600 euros

*If your flight of over 3,500 km was delayed between three and four hours, you'll be eligible for 300 euros per person.

How do I claim for flight delay compensation?



We want to make sure that you receive what you’re entitled to. So, if you’d like to make a flight delay claim, please fill out this form. It’s best to claim directly with us, as compensation claims companies will take a cut from your compensation for their services.


We aim to process your claim within 28 days – although, it can take a little longer in busy periods. Once we’ve reviewed it, we’ll get in touch to let you know whether it’s been successful or not. If it has, you’ll get a cheque in the post, usually within a further 28 days. If your claim hasn’t been successful, we’ll let you know the reason why.

 

What if I didn’t fly with TUI?

 


We can only process TUI flight delays. If you booked a TUI holiday, but flew with a different airline – so you didn’t have a TOM flight number – then you’ll need to claim directly with them.


If you’d like to know more about your rights, you’ll find the full details on the Civil Aviation Authority’s website.