Flight cancellations can be frustrating.
Especially if they occur at the last minute and have the potential to disrupt your travel itinerary, particularly if you have multiple flights one after another. However, there is some positive news when it comes to flight cancellations under general regulations within the EU/UK. For over a decade, passengers have been protected by the law in these instances.
Meaning that if things go awry, TUI is obliged to look after you.
1. TUI Flight Cancellation: Last-Minute Flight Cancellation
Whenever TUI cancels a flight, it has to take care of you.
- If that results in a long wait at the airport, you have a right to care from TUI. This may include a voucher for a free meal, or in some cases, free lodging and transportation (in addition to the free meal and refreshments).
- If you aren’t taking a flight, you have the right to refund for cancellation. This refund can be given as either a direct transfer to your bank account or a refundable TUI voucher.
- As long as it’s a last-minute flight cancellation (which has happened up to 2 weeks before the departure date), and it’s due to fault of the airline, you can claim flight cancellation compensation.
Are you going to miss a connecting flight due to cancellation?
See our guide to TUI missed connection compensation. In short – the rules are the same as with flight delays, you have to look at how much later, when compared to original arrival time, you have reached the destination (in this case, TUI gives you a new flight for free).
This applies to all TUI flights to and from Europe (i.e., the UK, EU, EEA).
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.
2. What to Do if Your Flight Is Cancelled Last-Minute?
Where are you right now? At the airport?
2.1 If You Are Still at Home or Hotel
If your flight was cancelled at the last minute and you are currently at home or a hotel, it’s best to stay put for the time being. Contact TUI customer service to inquire about your next steps.
As stated previously, TUI will ensure you are taken care of. You need to inquire about the new flight – whether your flight will depart today, and what options are available. You are entitled to TUI care and must be offered a no-cost alternative flight to your intended destination or a refund, depending on your preference, even in the event of flight cancellation due to exceptional circumstances.
2.2 If You Are Already at the Airport
First of all, don’t go through the airport security.
In case your flight gets cancelled, you will need a new boarding pass, and you will have to check in again. If you have any bags, you will have to check them in too and go through passport control. If you have already gone through security, try to go back to the landside of the airport.
Next, try to get in touch with representatives of TUI.
You have to find out what to do next.
3. TUI Flight Cancellation Compensation
The EU and UK has clear rules for flight compensation.
Anything less than 2 weeks before the flight is seen as a last-minute flight cancellation.
Your flight is cancelled 7 – 14 days before the scheduled time of departure:
- You choose a new flight offered by TUI, which departs not more than 2 hours before the original departure time and you reach your destination less than 4 hours after the original arrival time. In this situation you are not entitled to compensation.
- In other situations you are entitled to compensation.
Your flight is cancelled less than 7 days before the scheduled time of departure:
- You choose a new flight offered by TUI, which departs not more than 1 hour before the original departure time and you reach your destination less than 2 hours after the original arrival time. In this situation you are not entitled to compensation.
- In other situations you are entitled to compensation.
Conditions for claiming compensation:
- Cancellation is due to the fault of TUI;
- Flight is to/from Europe;
- Flight cancelled less than 2 weeks before departure.
Read more: TUI Flight Cancellation Compensation
4. TUI Flight Cancellation Refund
When a TUI flight is cancelled, passengers have the option to either reschedule their flight to the intended destination or receive a full refund. The choice among these alternatives largely depends on individual situations and future travel arrangements.
TUI must guarantee that your refund will be processed within 7 days.
It is important to realize that the compensation right and refund right are two separate entitlements under UK/EU flight compensation regulations. Therefore, even if you opt for a refund, depending on the specifics of the flight cancellation, you might still be eligible for compensation.
Read more: Your TUI Refund Is Taking Forever: How to Tackle It?
4.1 What Happens If You Cancel a Flight?
If the cancellation is initiated by you, the passenger, the refund terms vary.
Generally, the refund policy of TUI will depend on the kind of ticket you’ve bought.
Ticket types with flexible fare conditions are typically refundable, whereas low-cost, non-refundable tickets may not provide this option. It is recommended to pay attention to the specific conditions of your ticket or contact TUI’s customer support for additional information. If your travel insurance policy includes cancellation coverage, you might be able to claim a refund through your insurance provider.
5. How to Claim TUI Flight Compensation / Refund?
In general, TUI should contact you if your flight is cancelled and offer you the option to rebook your flight, or receive a full refund. If you choose to receive a refund, you can typically do so by contacting TUI’s customer service team or by filling out a refund request form on their website.
What is the process for receiving compensation from TUI? To receive compensation, it is crucial that you submit a claim. Without a request, you will not receive any compensation. Contact TUI’s customer service and submit your claim. You are not required to accept travel vouchers if a compensation payment is applicable. As per the EC 261/UK 261 regulations, flight compensation within the EU/UK must be paid directly to your bank account, with amounts ranging from 250 to 600 euros (depending on the distance of your flight).
You can also take the easiest path — legal representation.
When you choose this option everything is handled by a flight compensation company. They file a compensation claim and do all the negotiations on your behalf.
When choosing this option, here is all you will have to do:
And that’s it — the rest is handled by professionals.
* Your boarding pass and passport or ID copy.
Read more:
Have you ever missed a connection? Was it a connecting flight with TUI? Share your experience. Do you have any questions about TUI missed connection compensation policies? Ask in the comments.