TUI Flight Delay Compensation and Refund

Passengers flying with TUI Airways have specific rights under EU Regulation EC 261/2004, which ensures that travellers are protected when their flights don’t go as planned. The following guide will explain when you can claim TUI compensation, how TUI’s refund policy works, and what to do if your claim is delayed or rejected.

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When Can You Claim TUI Compensation?

Before we dive into all possible disruptions, you must find out if Regulation (EC) No 261/2004 applies to your flight. Below are the cases where you can submit a claim for TUI flight compensation:

Flights departing from the UK, EU, or EEA, regardless of the airline.
Flights arriving in the UK, EU, or EEA if operated by an EU-based airline.

Additionally, the flight disruption must be within the airline’s control. Delays or cancellations caused by extraordinary circumstances are not covered. With this said, let’s explore all compensation rules for delays, cancellations, and denied boarding in detail.

Flight Delays

You may be eligible for TUI flight delay compensation if your flight arrives significantly later than planned. Keep in mind that the delay is measured at the time of arrival, not at the time of departure. To qualify, the delay must meet the following criteria:

Your flight arrives at its final destination 3 hours or more later than scheduled.
The TUI flight delay was caused by factors within their control.
You departed from the UK/EU or arrived in the UK/EU on a TUI-operated flight.

How Much Can You Claim?

The amount you can claim depends on flight distance and delay duration:

Flight Distance	Delay at Arrival	TUI Compensation
Less than 1,500 km	3+ hours	€250 / £220
1,500 - 3,500 km	3+ hours	€400 / £350
Over 3,500 km	3-4 hours	€300 / £260
Over 3,500 km	4+ hours	€600 / £520

TUI is not required to pay compensation if the delay is due to extraordinary circumstances. However, TUI must still provide care to passengers if the delay is prolonged.

Flight Cancellation

A flight cancellation is eligible for compensation when the airline notifies you less than 14 days before departure and does not offer an alternative within the legally permitted timeframe.

If the airline offers a replacement flight, eligibility for TUI flight cancellation compensation depends on how much later the new flight arrives at the final destination compared to the original schedule.

The TUI compensation amounts for flight cancellations are the same:

€250 (£220) for flights under 1,500 km.
€400 (£350) for flights between 1,500 km and 3,500 km.
€600 (£520) for flights over 3,500 km.

Denied Boarding

Denied boarding occurs when an airline prevents a passenger from boarding a flight despite having a valid ticket and arriving at the airport on time. This is most commonly due to flight overbooking.

The airline will ask for volunteers to give up their seats in exchange for reimbursement in cases where there are no available seats. But if there aren’t enough volunteers, the staff picks which passengers will not board.

If this happens to you, know that denied boarding compensation amounts mirror those for delays and cancellations.

TUI Airways Refund Policy

According to TUI Airways' Conditions of Carriage, all tickets issued for flights operated by the airline are non-refundable . However, governmental per-passenger taxes and charges for unused flights may be refundable upon request.

What Is TUI Flex?

TUI offers an optional add-on called TUI Flex. This service allows passengers to make fee-free changes to their bookings up to 28 days before departure, including cancellations for a full refund.

Additional Charges for TUI Holidays Cancellations

You are free to cancel your booking or remove a passenger but the fees are steep. The amount depends on the timing of the cancellation relative to the scheduled departure date. The standard charges for TUI package holidays cancellations are as follows:

Over 70 days before departure: You lose your entire deposit
69 to 63 days ahead of departure: 30% of the total booking price
62 to 49 days ahead of departure: 50% of the total booking price
48 to 29 days ahead of departure: 70% of the total booking price
28 to 15 days ahead of departure: 90% of the total booking price
Less than 14 days: 100% of the total booking price

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Common Issues in the TUI Compensation and Refund Process + Expert Tips

While EU Regulation EC 261/2004 protects passengers in cases of flight disruptions, many travellers encounter certain setbacks when filing claims. Let’s look at some of the most common issues you may face when dealing with TUI compensation claims.

Fare Rules and Refund Restrictions

TUI Airways operates under strict policies where most flight tickets are non-refundable. Passengers may assume they are entitled to a full refund when cancelling a trip, only to discover that their fare does not allow it.

Expert Tip: If flexibility is important, consider adding TUI Flex, which allows fee-free changes or cancellations up to 28 days before departure.

Delayed Processing Times for Refunds and Compensation

While EU 261 requires airlines to issue refunds within seven days, processing your TUI compensation claim can take much longer in practice, especially during peak seasons.

If your refund or compensation claim is delayed, follow up with TUI regularly and keep a record of all communications. But to make things easier, you can submit your TUI flight claim on our website and you won’t even have to write a single email. Our experts will handle the entire case in your stead.

Downgrading and Fare Adjustments

You may experience a downgrade, where you get moved from a higher-class booking to a lower-class seat. Most people are unaware that they are entitled to a partial refund under EU 261 when this happens. SkyRefund experts explain that if TUI downgrades your seat, you are entitled to:

30% refund for flights under 1,500 km.
50% refund for flights between 1,500 km and 3,500 km.
75% refund for flights over 3,500 km.

Proving Eligibility for Compensation

Many compensation claims are delayed or denied due to lack of documentation. Proving your eligibility for TUI compensation will be harder if you don’t keep all relevant documents.

Our flight experts recommend holding onto your boarding pass, booking confirmation, and any official airline communication. Retain all receipts from extra expenses, as these can be reimbursed under certain conditions. Providing clear and organized documentation when submitting your claim for compensation will help our team when handling your case.

Ambiguity in EU 261 Compensation Claims

The airline may cite extraordinary circumstances as a reason for refusal, even when the cause of the delay or cancellation is uncertain.

Expert Tip: Request written confirmation of the reason for flight disruption from TUI’s staff. If TUI claims extraordinary circumstances, check independent flight databases to verify the cause of the disruption. Alternatively, you can easily check your compensation eligibility here.

Frequently Asked Questions

How much compensation will I get from TUI?

The amount of TUI flight compensation depends on the distance of your flight and the length of your delay upon arrival. You may be entitled to an amount from €250 to €600 under EU Regulation EC 261/2004.

How do I know if I am entitled to flight compensation?

Your flight disruption must meet specific conditions under EC 261/2004. You can find out if your flight is eligible for compensation by using SkyRefund's compensation calculator.

Can I get compensation for a 2-hour flight delay?

No, a flight must be delayed by at least 3 hours upon arrival to qualify for compensation under EC 261/2004.

How long does a flight have to be to get compensation?

The length of the flight itself does not determine eligibility for compensation. The delay duration upon arrival is what matters but the compensation amount depends on flight distance.

Why SkyRefund?

Seeking compensation on your own can be frustrating. You may face setbacks like long delays, complex paperwork, and even unfairly rejected claims. SkyRefund simplifies this process by handling the entire compensation claim on your behalf.

How SkyRefund Can Help You

Expert Legal Support - Our team of legal professionals specialises in EU 261 claims and ensures that your case is handled efficiently.
Hassle-Free Process - Instead of dealing with airline bureaucracy, you can submit your claim for compensation through our website in just a few minutes.
No Win, No Fee - SkyRefund operates on a success-based model, meaning you only pay if you receive compensation. There are no upfront costs or hidden fees.
Higher Success Rate - Having an expert team handle your case increases the likelihood of a successful payout by applying legal pressure when necessary.

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