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…

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 list below.

(A) For all flights of 1,500 km or less - 220 pounds or 250 Euros

(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 - 350 pounds or 400 Euros

(C) For all flights not falling under categories A or B, with the exception of flights delayed less than four hours* - 520 pounds or 600 Euros

*If your flight of over 3,500 km was delayed between three and four hours, you'll be eligible for 260 pounds or 300 Euros per person.

We want to make sure that you receive what you’re entitled to. So, if you’d like to make a claim, please fill out the flight delay claim 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 14 days – although, it can take a little longer during busy periods. Once we’ve reviewed it, we’ll get in touch to let you know whether your claim is applicable for the EC261 payment. If successful you'll receive a bank link to submit your payment details. If your claim hasn’t been successful, we’ll let you know the reasons why.

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.