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Travel InformationFlight delays with TUI Airways
What you can expect from us
Here at TUI, we’re proud to offer an exceptional flight service. The majority of our flights get you away on time, but unfortunately flight delays can sometimes happen. We know it can be extremely frustrating, and we’d like to apologise for any disruption caused. If you are delayed, here’s what you can expect from us and what to do when you’re eligible to make a claim*.
*Please note, 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, OR, BY or BLX flight number – then you’ll need to claim directly with them.
If my flight is delayed, how will TUI look after us?
If your flight is delayed, we’ll provide refreshment vouchers based on how long your flight is delayed and the distance of your flight. The value of the voucher will depend on the length of the delay and the time of day.
If your flight is delayed overnight
We’ll provide you and your party with suitable overnight accommodation and meals. Please note, alcohol’s not included. Where necessary, we’ll also provide you with transport to and from the accommodation and airport.
We promise to keep in touch throughout any delays
Our operations team will ensure you’re kept in the loop and know what’s happening. Where we have your contact information, we’ll do this by SMS and email.
If you’re travelling with us on a package holiday or a cruise
We’ll take care of rearranging the transfer to your accommodation and informing them of your delay. Rest assured, everything will be taken care of, so you don’t need to worry about contacting us.
If you’ve booked your own transfers or accommodation
We recommend you get in touch with your provider directly.
Just so you know, we always do everything we can to limit flight delays. However, delays do happen from time to time for various reasons. Fortunately, the vast majority of our flights depart on time.
FAQs
What if I didn't fly with TUI Airways?
We can only process TUI Airways flight delays. If you booked a TUI holiday but flew with a different airline – so you didn’t have a TOM, OR, BY or BLX flight number – then you’ll need to claim directly with them.
For further information and what to do next on non-TUI Airways flight delays, please visit one of the links below:
Marella Cruise package holidays that include a non-TUI Airways flight.
River Cruise package holidays that include a non-TUI Airways flight.
All other package holidays that include a non-TUI airways flight.
If you’d like to know more about your rights, you’ll find the full details on the Civil Aviation Authority’s website.
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 flight delay compensation legislation known as ‘EC261’, which has since been adopted into UK law. 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.
Please note, 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 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 by 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.
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 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 eligible, 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.