Understanding Your Rights with TUI Flights
When your TUI flight is delayed or cancelled, it’s important to know your rights as a passenger. UK law, specifically the UK version of EU Regulation 261/2004 (often called UK261), protects air travellers and sets out what airlines like TUI must do if your flight is disrupted. These rules apply to flights departing from a UK airport on any airline, and to flights arriving in the UK on a UK or EU airline, including TUI.
When Can You Claim Compensation?
You may be entitled to compensation if your TUI flight is:
Delayed by more than three hours on arrival (not departure), and the delay is not caused by ‘extraordinary circumstances’ such as severe weather or air traffic control strikes.
Cancelled with less than 14 days’ notice before departure, unless TUI can prove the cancellation was due to reasons outside their control.
The amount of compensation depends on the length of your flight and the length of the delay. Typically, compensation ranges from £220 to £520 per passenger. For a detailed breakdown of when compensation applies and how much you might receive, see our guide on flight cancellations and compensation.
What Assistance Should TUI Provide?
If your flight is delayed by two hours or more (for short flights) or longer for medium and long-haul flights, TUI must provide you with:
Food and drink (usually in the form of vouchers)
Access to communication (two free phone calls, emails, or faxes)
Accommodation and transport if you are delayed overnight
If your flight is cancelled, TUI must offer you the choice between a full refund or an alternative flight (rerouting) to your destination at the earliest opportunity. If you choose to travel later, TUI may not have to provide as much assistance while you wait.
Practical Examples
If your TUI flight from London to Tenerife is cancelled the day before departure, and it’s not due to bad weather, you could claim compensation and receive a refund or a new flight.
If your TUI flight is delayed by four hours due to a technical fault, you’re likely eligible for compensation and must be provided with refreshments while you wait.
Understanding the Broader Picture
These rights are designed to protect you and ensure airlines meet their obligations. If you’re flying with a different airline or want to compare your rights across carriers, our airline-specific guidance page covers compensation rules for other major airlines.
Knowing your rights can make a stressful travel situation easier to manage. For more details on how to claim, what evidence you need, and what to do if TUI refuses your claim, explore our comprehensive advice on flight cancellations and compensation.
When Can You Claim Compensation from TUI?
If your TUI flight has been delayed or cancelled, you may be entitled to compensation under UK law. The main rules are set out in UK Regulation EC 261/2004, which protects air passengers when flights are disrupted. Here’s what you need to know about when you can claim compensation from TUI:
When TUI Must Pay Compensation
You can claim compensation from TUI if:
Your flight was delayed by more than three hours at your final destination, and the delay was TUI’s fault (for example, due to technical issues or staff shortages).
Your flight was cancelled less than 14 days before departure, and TUI did not offer a suitable alternative flight, or the alternative caused significant inconvenience.
These rules apply to flights departing from UK airports or arriving in the UK on a UK or EU airline, including TUI.
Exceptions: When Compensation Does Not Apply
TUI is not required to pay compensation if the disruption was caused by “extraordinary circumstances.” These are situations outside the airline’s control, such as:
Severe weather (e.g., storms or heavy snow)
Air traffic control restrictions
Security risks or political instability
Strikes by airport staff (but not TUI’s own staff)
If TUI can prove that the delay or cancellation was due to such extraordinary circumstances, compensation will not be payable. However, you may still be entitled to a refund or assistance, even if compensation is not due. You can find more details on flight cancellations and compensation rules.
How Compensation Is Calculated
The amount of compensation you can claim depends on two main factors:
The length of your delay at your final destination
The distance of your flight
Typical compensation amounts are:
£220 per person for flights up to 1,500km (e.g., London to Barcelona) delayed by more than 3 hours
£350 per person for flights between 1,500km and 3,500km (e.g., Manchester to Antalya) delayed by more than 3 hours
£520 per person for flights over 3,500km (e.g., Birmingham to Cancun) delayed by more than 4 hours
If your flight is cancelled, similar amounts apply, depending on how much notice you were given and the length of any delay to your replacement flight.
Practical Advice
Always keep your travel documents and evidence of the delay or cancellation.
If you believe you’re eligible, you can submit a claim directly to TUI.
If TUI refuses your claim and you disagree, you may be able to escalate the issue to an independent dispute resolution body.
Understanding your rights can help you get the compensation you deserve when your travel plans are disrupted. For a broader overview of your rights and the claims process, see our guide to flight cancellations and compensation rules.
How to Make a Compensation Claim with TUI
Making a compensation claim with TUI is a straightforward process, but it’s important to follow each step carefully to give your claim the best chance of success. Here’s how to go about it:
Step-by-Step Guide to Claiming Compensation
Check Your Eligibility
Before you start, confirm that your situation qualifies under UK law. Generally, you may be entitled to compensation if your TUI flight was delayed by more than three hours, cancelled at short notice, or you were denied boarding due to overbooking. These rights are protected under the UK version of EU Regulation 261/2004, which sets out the rules for flight compensation.Gather the Necessary Information
To support your claim, you’ll need:Your flight number and booking reference
Date and time of the scheduled flight
Details of the delay or cancellation (including how long you were delayed and the reason given by TUI)
Proof of travel, such as boarding passes or booking confirmations
Any correspondence from TUI relating to the disruption
Keeping all documents handy will help speed up the process.
Submit Your Claim to TUI
TUI provides an online claims form on their website for compensation requests. Fill in all required details accurately, and attach any supporting documents. Be clear and concise in explaining what happened and what compensation you believe you are owed.
Wait for a Response
After submitting your claim, TUI typically acknowledges receipt within a few days. By law, airlines are expected to respond to compensation claims within a “reasonable time”, usually within 28 days. However, response times can vary, especially during busy travel periods.
Receiving Payment
If your claim is successful, TUI will confirm the amount and arrange payment, usually by bank transfer. The compensation amount depends on the length of your flight and the length of the delay, with set amounts ranging from £220 to £520 per passenger.
What to Do if Your Claim Is Rejected
If TUI rejects your claim or fails to respond within a reasonable timeframe, don’t give up. You can:
Request a Review: Contact TUI for a more detailed explanation or ask them to reconsider your claim, especially if you believe the rejection was incorrect.
Escalate the Complaint: If you’re not satisfied with TUI’s response, you can refer your case to an approved Alternative Dispute Resolution (ADR) body or the Civil Aviation Authority (CAA) for further investigation.
Tips for a Successful Claim
Be Prompt: Submit your claim as soon as possible after your disrupted flight.
Keep Records: Save all emails, letters, and receipts related to your claim.
Be Persistent: If you don’t get a timely response, follow up regularly.
Know Your Rights: Familiarise yourself with the rules under UK law so you can confidently discuss your entitlement.
For more guidance on your rights and what to do if your travel plans are disrupted, see our advice on travel and holidays cancellations and compensation. This resource covers broader issues around cancellations, refunds, and further steps you can take if you’re not getting the outcome you expect from your airline.
Special Considerations: COVID-19 and TUI Flight Compensation
When it comes to flight disruptions caused by COVID-19, your rights to refunds and compensation with TUI can differ from standard delay or cancellation scenarios. The pandemic led to widespread travel restrictions, government-imposed lockdowns, and sudden changes to flight schedules, all of which affected what passengers could expect in terms of support and reimbursement.
How COVID-19 Affects Your Rights
Under normal circumstances, if your TUI flight is significantly delayed or cancelled, you may be entitled to compensation under UK and EU regulations. However, COVID-19 has introduced special considerations. If your flight was cancelled due to government restrictions or travel bans, TUI may not be required to pay standard compensation, as these are considered “extraordinary circumstances” beyond the airline’s control. That said, you are still entitled to a refund for the cost of your ticket if TUI cancels your flight.
For a detailed explanation of how the pandemic impacts your entitlements, including the difference between refunds and compensation, visit our page on COVID-19 travel refunds.
TUI’s Policies and Government Guidance
During the pandemic, TUI updated its policies to align with government guidelines and consumer protection laws. If your flight was cancelled because of COVID-19, TUI typically offered three main options:
Full refund: You are entitled to request your money back if your flight was cancelled by TUI due to COVID-19 restrictions.
Voucher: TUI may offer a credit voucher for future travel. While this can be convenient, you are not obliged to accept a voucher instead of a cash refund.
Rescheduling: You may be able to change your booking to a later date without incurring change fees.
Government guidance and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 reinforce your right to a refund if a service you paid for cannot be provided. These regulations protect consumers when contracts are cancelled and set out clear rules for refunds and additional charges.
Refunds, Vouchers, or Rescheduling: What Can You Claim?
If TUI cancels your flight due to COVID-19, you have the right to choose a full refund. You can also opt for a voucher or rebook your flight if that suits your travel plans. It’s important to note that if you decide to accept a voucher or reschedule, you may not be able to claim a cash refund later, so consider your options carefully.
Compensation for inconvenience (such as under EC261/UK261 regulations) is generally not available if the cancellation is directly linked to the pandemic, as this is classed as an extraordinary circumstance. However, your right to a refund remains unaffected.
For more practical guidance on your options and the steps to take if your trip was disrupted by COVID-19, see our section on COVID-19 travel refunds.
Understanding your rights in these exceptional circumstances can help you make informed decisions and ensure you receive what you are entitled to under the law. For full details of the legal protections available, you can refer to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Comparing TUI Flight Compensation with Other Airlines
When it comes to flight compensation, TUI follows the same core legal framework as most airlines operating in the UK and Europe – primarily UK law derived from the former EU Regulation EC 261/2004, now known as UK 261. This regulation sets out your rights to compensation and assistance if your flight is delayed, cancelled, or overbooked, provided certain conditions are met. However, while the basic rules are similar, the way each airline handles claims and customer service can differ.
How TUI Compares to Other UK Airlines
TUI’s compensation policies are largely in line with other major UK airlines, such as British Airways, EasyJet, and Jet2. For example, if your TUI flight is delayed by more than three hours or cancelled at short notice, you may be entitled to compensation ranging from £220 to £520, depending on the distance of your flight and the length of the delay – just as you would with these other airlines. The main differences often come down to how easy it is to submit a claim, how quickly claims are processed, and the level of customer support provided.
For a closer look at how other airlines handle compensation, you can compare TUI’s process with British Airlines flight compensation, where you’ll find specific information about their procedures and what to expect if your journey is disrupted. Similarly, if you frequently fly with budget carriers, our guide to EasyJet flight compensation explains your rights and the steps to claim compensation with EasyJet. Jet2, another popular UK airline, also follows the same legal requirements – learn more about your options in our Jet2 flight compensation guide.
International Airlines and Different Approaches
If you’re travelling with international airlines, it’s important to know that not all carriers are covered by UK 261 rules. For example, flights operated by non-UK and non-EU airlines, such as Air India, are only covered if the flight departs from a UK airport. The compensation process and customer service experience may also differ. For more details, see our dedicated page on Air India flight compensation.
Why Compare Compensation Policies?
If you travel frequently or book with different airlines, understanding how each one handles compensation can help you know what to expect if things go wrong. Some airlines make it easier to claim online or respond to requests more quickly, while others may require more paperwork or have longer processing times.
To make sure you’re fully informed about your rights and the best way to claim compensation, explore our guides to compensation policies for other airlines. This way, you can be confident in asserting your rights – no matter which airline you’re flying with.
Additional Resources for Travel Disruptions
When your travel plans are disrupted, it’s important to know your rights go beyond just flights. If you’re affected by other types of cancellations, such as trains, you may also be entitled to compensation. The rules for train travel are different from those for flights, but you still have protections in place. To understand what you’re entitled to if your train journey is cancelled or delayed, take a look at our detailed guide on train cancellations and compensation.
If you run into problems with your compensation claim – whether it’s with TUI or another travel provider – there are steps you can take to get help. Start by contacting the airline or company directly, making sure to keep records of all your correspondence. If you’re not satisfied with their response, you can escalate your complaint to an alternative dispute resolution (ADR) scheme, if the company is a member. For flights, you may also be able to contact the Civil Aviation Authority (CAA) for further advice.
For broader advice on your rights and practical steps to take if something goes wrong with your holiday, the Citizens Advice website is a valuable resource. It covers what you’re legally entitled to if your holiday is cancelled, disrupted, or if the travel company goes bust, as well as how to claim compensation and what to do if you’re not getting the help you need.
Understanding your rights and knowing where to turn for support can make a big difference if your travel plans are unexpectedly disrupted. For more information on related topics, explore our guides on train travel, holiday cancellations, and compensation processes.
