TUI Airways flight delayed or cancelled? Here’s how to claim compensation or a refund
TUI Airways’ network, delays and cancellations:
Formerly known as Thomson Airways, the airline’s route network, consisting of 57 airplanes, services a total of 96 different destination. Not only is it the 3rd largest UK airline, it is also the world's largest charter airline having transported 11.2 million passengers in 2018. However, by the end of 2017 Thomson changed its legal name to TUI Airlines UK in order to merge with its parent company and sister companies. The company's punctuality tends to differ often, with an arrival rate per hour of 68.22% in 2018. So you can expect some delays and cancellations when flying with TUI.
You have rights as a passenger when flying with TUI Airways
TUI Airways is a very famous company in the United Kingdom and Europe and therefore needs no introduction. However, not all passengers are aware of the fact that if your TUI flight has been delayed, cancelled or overbooked, you may very well be entitled to compensation. Although different criteria apply for flight delays and cancellations, your passenger rights are protected by Regulation (EC) No 261/2004. In most cases, you’ll be able to claim if you’ve arrived at your final destination with a delay greater than 3 hours or 2 for cancellations. And, as established by the previously mentioned regulation, you can claim your compensation up to 6 years after the date of the flight in the United Kingdom and Ireland.
Was your flight cancelled because of the coronavirus? Then you are entitled to the refund of your ticket or booking!
The aviation sector has been severely affected by the coronavirus outbreak. This obviously has consequences for air traffic and airlines, but it is precisely now that the rights of air passengers are of importance. The European Commission has confirmed that in the event of a flight being cancelled, airlines must give passengers a choice between receiving travel vouchers or the reimbursement of the ticket costs.
Coronavirus: What are my rights when a flight is cancelled?
If your flight is cancelled because of the coronavirus, you are entitled to a complete refund of your ticket. European Regulation EC 261/2004 obliges the airline to refund the full price of the ticket within 7 days in case of a cancelled flight. Currently, many airlines and travel agencies only offer vouchers that can be used to book a new flight in the future. However, this voucher policy is not in compliance with European legislation. In addition, vouchers often do not provide any guarantee. If an airline goes into administration, passengers holding a travel voucher will lose their money.
What am I entitled to if my flight is cancelled due the ongoing COVID-19 crisis?
If your flight is cancelled because of the coronavirus outbreak, you are not entitled to compensation. However, you are in fact entitled to the full refund of your ticket. The coronavirus crisis is considered an extraordinary circumstance, which exempts the airline from the obligation to compensate passengers for the cancellation of their flight.
Important: supplementary compensation is not the same as the right to the reimbursement of the ticket! Even when affected by the coronavirus outbreak, airlines are legally obliged to refund the full amount within 7 days after the flight cancellation.
I have already received a voucher, can I still opt for the refund of my flight?
Even if the airline has already offered you a voucher, you can make a claim for the full refund of your booking's price. If you have purchased your booking with other amenities (package travel) you are still entitled to the refund of the whole package.
Flight-Delayed.co.uk will be happy to help you claim the refund of your cancelled flight or booking
Unfortunately, we see too often that airlines still fail to comply with the legal obligations. Passengers are forced to accept vouchers when they are actually entitled to a refund of their fare.
Flight-Delayed.co.uk will be happy to help you claim the full refund. From submitting the claim to taking the airline to the courts in the event of non-payment. Since 2010, we have been committed to upholding the rights of affected air passengers throughout Europe. Fill in your flight details and find out immediately whether you are entitled to the refund of your ticket. In just 3 minutes you can submit your claim on a 'no win, no fee' basis. Should the airline obstruct the process, we will take them to court if necessary. All legal costs are covered by our win fee. For more details, visit our Price List page.
When can one claim compensation from TUI Airways?
The following conditions must be met in order for you to be able to submit a claim for compensation:
- The flight route: The European regulation states that you can claim compensation when a flight is operated by a European airline (like TUI) and it takes off from and/or arrives at an airport in Europe.
- Circumstances: The regulations also state that, in order to claim compensation for a flight delay, cancellation or incident of denied boarding, the disruption must not have been a result of extraordinary circumstances.
- The deadline for claiming compensation: In the United Kingdom and Ireland, it is possible to claim compensation up to 6 years after the date of the flight. The timeframe varies depending on the European country.
- The total time of your delay: In most cases, you will be able to claim if you’ve arrived at your final destination with a delay greater than 3 hours. When it comes to cancellations, it's 2 hours.
TUI must offer passenger assistance and care in case of a long delay
TUI Airways, also known as TUI Fly, should provide you with proper care in the event of a long delay or flight cancellation. This may include the following
- Meals and drinks
- Two different occasions in which you are allowed to establish communication with an individual of your choice (calls, emails, etc.)
- Hotel accommodations if necessary (one or more nights) and transport from the airport to the hotel
If you do not receive the corresponding assistance and/or care, and therefore you incur in extra expenses, you have the right to be reimbursed. Remember to keep your itemised invoices and receipts. The request for reimbursement may also be attached to your claim for compensation.
How much money should I receive if my flight has been delayed, cancelled or if I was denied boarding?
As determined by EC Regulation 261/2004, the total amount you may receive in compensation is defined by the flight’s itinerary and the distance between the airport of departure and arrival. Connecting flights are taken into account when assessing your situation. In other words, your whole booking is covered by the regulation. Consequently, it’s the distance between your initial airport of departure and your final destination what will determine the total amount of money that you may receive in compensation for your delayed, overbooked or cancelled flight. Connecting flights are covered as long as they have been booked under the same reference. Put differently, if they are part of the same ticket or itinerary.
There are 3 different totals established in the regulation, and all TUI flights are subject to the legislation:
- For all flights covering a distance of up to 1,500 kilometres, you will receive up to £222.00
- For all flights covering a distance between 1,500 kilometres and 3,500 kilometres, you will receive up to £356.00
- For flights covering a distance greater than 3,500 kilometres, you are entitled to up to £534.00
Please remember that if your flight travelled a distance greater than 3,500 kilometres and it was delayed more than 3 hours but fewer than 4, then the total amount of compensation is reduced by 50%. The regulation defines the total amounts in euros and they are €250, €400 and €600.
How to make sure you receive compensation for your TUI flight delay, cancellation or overbooking
These are our most relevant recommendations and things to keep in mind when your flight has been disrupted:
Keep a copy of your travel documents
- Flight documents (boarding pass, booking confirmation, e-ticket, delay statement, etc.)
- Receipts for additional costs (e.g. taxi, food and accommodation)
Remember and record the information of your disrupted TUI airways flight
- Flight number
- The flight schedule (arrival & departure hours)
- Length of the delay (final departure and arrival time)
Find out the reason for the flight’s delay or cancellation
- Ask easyJet’s staff and crew
- Check the weather
- Check if other flights are delayed or cancelled (arriving at or departing from the same airport)
Check your flight for free with our claim calculator and find out immediately if you can claim compensation!
Enter the date and flight number of your TUI flight in our claim calculator to know if you can claim compensation for your delay or cancellation. You will also discover the total amount of compensation you may be entitled to in a minute.
Claim your compensation from TUI Airways
Very often, airlines make the process of claiming as complicated as possible in order to simply avoid compensating their passengers. They also overuse the argument that a disruption was caused by an extraordinary circumstance. Therefore, and more often than not, one sees passengers lose hope and accept the airline’s rejection as the truth.
Fortunately, we have the adequate tools and databases to ensure that your rights are enforced and to fact-check the airlines. We will even take the them to court when necessary and all of the legal costs will be covered by our win fee. If you wish so, we can take care of everything and help you enforce your rights!
When am I entitled to compensation when flying with TUI?
Regulation EC 261/2004 specifies that passengers may receive compensation if the delay, cancellation or denied boarding was caused by an incident under the responsibility of the airline. It means that the airline will have to pay compensation unless it can prove that the disruption was caused by an extraordinary circumstance. Examples of extraordinary circumstances include adverse weather conditions, natural disasters, political unrest, a threat to the safety of the flight or passengers, a passenger falling ill, etc.
Claim rejected by TUI? We can still help you
If you’re uncertain if your flight delay or cancellation qualifies for compensation, once you’ve submitted your claim our team of experts will analyse the circumstances and assess your situation. If your claim has already been rejected by TUI, you can still submit your claim and our team will verify and corroborate the airline’s arguments. Very often, they assess the situation wrongly and reject perfectly valid claims; so don’t give up that easily and don’t worry, we’re here to help you!
TUI Airways: did it used to be Thomson Airways?
Simply put, yes. How and why the name change came to be, as well as the whole story of how the airline was created is rather long and complicated. It’s safe to say, however, that the name change corresponds to the fact that TUI AG is the biggest leisure company in the world and they felt like the airline itself should also fall under the TUI name and brand. TUI stands from Tourism Union International and the company is an Anglo-German consortium headquartered in Hannover, Germany. The company has the largest holiday fleet in Europe but it does not limit itself to flying. TUI AG owns and operates:
- 1,600 travel agencies
- 150 aircraft
- 16 cruise liners
- 380 hotels and resorts
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