TUI compensation – get up to £520 for a delayed or cancelled flight
Has your TUI flight been delayed, cancelled or have you been denied boarding? If so, you may be entitled to up to £520 (600 €) in compensation per person. This also applies if the flight was part of a package holiday including a hotel.
As an air passenger, you have rights under EU regulations, but it can be difficult to know what applies and which airline is responsible. Let Refundmore help you – check for free whether you’re entitled to compensation for your TUI trip.
About TUI
TUI is one of the UK's largest charter tour operators and offers package holidays including flights and hotels to popular holiday destinations. The flights are operated by, amongst others, TUIfly Nordic, which is part of TUI Airlines, but also by other partner airlines.
From airports within the UK such as London Heathrow and London Stansted, TUI offers holidays to destinations including Greece, Spain and the Canary Islands, as well as long-haul destinations such as Thailand and Mexico.
Charter flights, just like regular flights, can be affected by delays, cancellations and technical problems. As the same aircraft is often used for several flights, a delay earlier in the day can also affect subsequent flights.
Do the EU regulations (EU 261/2004) apply to TUI?
Yes. EU Regulation 261/2004 also applies to charter flights and package holidays. You may therefore be entitled to compensation even if you have booked a complete holiday, including flights and a hotel, through TUI.
The rules apply to:
Flights departing from the UK or an EU country, regardless of the airline.
Flights from a country outside the EU to the UK or EU, provided the flight is operated by an EU airline.
It is normally the airline responsible for operating the flight that is required to pay the compensation. Therefore, your claim may sometimes need to be directed at an airline other than TUI, even if you booked the trip through TUI.
Examples of TUI trips covered by EU regulations
Your trip with TUI | Is it covered by UK261 and EU261? |
|---|---|
London → Greece | Yes – the flight departs from the UK |
Edinburgh → Canary Islands | Yes – the Canary Islands are part of the EU |
Manchester → Thailand | Yes – the flight departs from the UK |
Thailand → Belfast | Yes, if the flight is operated by an EU or UK airline |
When are you entitled to compensation from TUI?
If your flight is covered by EU Regulation 261/2004 / UK261, you may be entitled to compensation if:
Your TUI flight arrived at least 3 hours late at your final destination.
The flight was cancelled less than 14 days before departure, with certain exceptions depending on the rebooking offered.
You were denied boarding due to, for example, overbooking, even though you had a valid booking and met the conditions for travel.
The amount of compensation depends on the flight distance and how late you arrived, not on how much your charter holiday cost.
Delayed flight with TUI
If your TUI flight arrives at least three hours later than scheduled, you may be entitled to compensation. It does not matter whether you have booked a separate flight ticket or a package holiday including a hotel.
Your right to compensation also depends on the cause of the delay. Common technical faults and problems with the airline’s own staff planning are not normally considered to be extraordinary circumstances.
However, in the event of, for example, severe weather or a strike by air traffic controllers, the airline may be exempt from paying compensation if it can demonstrate that the delay could not have been avoided despite reasonable measures being taken.
Claim compensation for a flight delay
Cancelled flight with TUI
If your TUI flight is cancelled with less than 14 days’ notice, you may be entitled to financial compensation. This depends, amongst other things, on when you were informed and what alternative flight you were offered.
You may also be entitled to a refund or rebooking. If the flight was part of a package holiday, specific rules under the Package Travel Act may apply.
Always keep your booking confirmation and any messages from TUI as evidence.
Denied boarding and overbooking with TUI
If you are denied boarding due to overbooking, even though you have a confirmed seat and have checked in on time, you may be entitled to compensation.
This also applies to charter flights, regardless of whether the flight is part of a package holiday.
Delayed or damaged luggage with TUI
Problems with luggage are not covered by Regulation (EC) No 261/2004, but are primarily governed by the Montreal Convention.
If your luggage is delayed or damaged, you should report the problem at the airport and request a PIR report. In the case of damaged luggage, you must submit a written claim within 7 days of receipt. For delayed luggage, the deadline is 21 days after the luggage has been returned.
How much compensation can you receive from TUI?
You can receive between £225 and £520 SEK per person, depending on the flight distance and the length of the delay.
Reason | Delayed arrival | Flights under 1.500 km | Flights 1.501 - 3.500 km | Flights over 3.500 km between EU-countries | Flights over 3.500 km to/from EU-countries |
|---|---|---|---|---|---|
Cancelled* | 2 – 3 hours | £220 (€250) | £170 (€200) | £170 (€200) | £260 (€300) |
Cancelled /Delayed | 3 – 4 hours | £220 (€250) | £345 (€400) | £345 (€400) | £260 (€300) |
Cancelled/Delayed | More than 4 hours** | £220 (€250) | £345 (€400) | £345 (€400) | £520 (€600) |
Overbooked | £220 (€250) | £345 (€400) | £345 (€400) | £520 (€600) |
* If the cancellation occurs less than 7 days before the scheduled departure. ** If the cancellation occurs between 14-7 days before the scheduled departure.
Can you receive compensation for both the flight delay and the package holiday?
Yes, in certain cases. If your TUI holiday included both a flight and a hotel, you may be entitled to compensation under Regulation (EC) No 261/2004 and, at the same time, be entitled to a price reduction or damages under the Package Travel Act.
This may apply, for example, if you miss a significant part of your hotel stay due to a delay. Claims under the Package Travel Act are normally directed at the tour operator, whilst flight compensation is normally claimed from the responsible airline.
Compensation payments may need to be coordinated to avoid double compensation for the same loss.
How Refundmore can help you with your TUI claim
At Refundmore, we help you claim the compensation you are entitled to under Regulation (EC) No 261/2004. As TUI uses both its own airlines and partner airlines, it can be difficult to know who is responsible for the delay.
We’ll guide you through the whole process:
You register your claim online and provide the details of your TUI flight.
We assess your claim and check whether the flight is covered by EU regulations.
We contact the airline responsible and submit your claim for compensation.
We’ll take the case further if the airline refuses compensation without valid grounds and there are grounds for proceeding.
You will receive your compensation if we are successful in your case, after deduction of the applicable fee.
We operate on a ‘no win, no fee’ basis – you only pay if we succeed in securing compensation for your claim.