TUI Flight Cancellation Compensation

TUI flight cancellation refund. TUI flight cancellation compensation.

What is the difference? Are there situations when you can get both? How much is the EU/UK flight cancellation compensation? These are the main questions we are going to discuss in this article. The most important thing you need to know is that, if your flight is cancelled due to the airline’s fault, you may be entitled to both – a full refund from TUI and cancellation compensation up to €600.

In case of TUI, it applies to flights to and from the EU, and the UK.

There are two ways you can claim flight cancellation compensation.

1. TUI Flight Cancellation Compensation: EU / UK Regulations

What happens if your TUI flight is cancelled?

Will you get a new ticket if your flight is cancelled? Can you get a full refund instead? In which situations you are entitled to flight cancellation compensation from TUI?

According to EU law, flight cancellation procedures are very specific.

If you are notified of the cancellation 7 – 14 days before the scheduled time of departure:

• You choose a new flight offered by your airline, 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.

If you are notified of the cancellation less than 7 days before the scheduled time of departure:

• You choose a new flight offered by your airline, 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.

Could you be entitled to TUI flight cancellation compensation? 

Yes, as long as the following conditions are met:

• Cancellation must be due to the fault of TUI;
• It must be a last-minute flight cancellation (up to 14 days before departure);
• Flight must be to/from Europe or the UK.

TUI is a British charter airline. Even though TUI is not a EU airline, you are still protected as a passenger if you fly with TUI. In TUI’s case, you are protected under the UK law. Overall, UK flight cancellation compensation rules are almost identical to those in the EU. That’s because very little has changed after Brexit, when the UK government introduced the new regulation, Regulation 261.

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.

1.1 Extraordinary Circumstances

Sometimes reasons for flight cancellations are out of the airline’s control.

Situations like these are known as extraordinary circumstances. In such cases, you aren’t entitled to flight cancellation compensation no matter how last-minute is the cancellation.

If your flight is cancelled due to bad weather, natural disaster, national strike, terrorism threat or other security issues at the airport, you can’t get flight cancellation compensation. These events are out of the airline’s control, and the airline is not obliged to pay compensation.

What about airline strikes? Some strikes are not covered by the European regulations, but some are. You can get compensation, if it’s a TUI staff strike. Learn more in our guide to TUI strike compensation. But you can’t get compensation if it’s an airport staff strike.

1.2 Double Check What You’re Told

And, yes, make sure to double check what you’re told.

Because not always airlines are telling you the truth. 

Airlines often avoid paying compensation by wrongly denying compensation claims and giving false reasons for flight delays and cancellations. When you are making a claim on your own, be prepared for that. Be ready to ask for proof. If you are persistent, you will succeed in getting compensation. Alternatively, you can hand over your case to a flight compensation company. Our partners offer such services. 

Just fill in our claim form, and they will check it on your behalf.

1.3 Right to Care

Your TUI flight is cancelled last-minute.

Now you have to wait at the airport for a new flight.

In this case you have a right to care from the airline. Because these are the laws in the EU and UK. If passengers are stranded at the airport due to flight delay, cancellation or overbooking, they can expect to receive certain services from the airline (for free).

TUI must offer you free meals and drinks in a reasonable relation to the waiting time, two free phone calls, e-mails or faxes. If your new flight is leaving only on the next day, a free hotel stay (including free transfer) must be offered.

It doesn’t affect your chances of getting compensation.

1.4 TUI Flight Cancellation Refund, TUI Refund Policy

And again, the rules are very specific.

These rules aren’t affected by TUI internal policies (TUI refund policy). According to the EU Regulation (EC) No 261/2004 and the Regulation UK261, if your flight is cancelled, TUI should offer you either a new flight or a full refund for cancellation. It applies to most TUI flight cancellations. It does’t matter what is the reason for cancellation.

According to regulations, the refund should be paid within 7 days to your bank account.

You don’t have to agree to an TUI voucher refund.

Here’s an excerpt from the Regulation (EC) No 261/2004:

Regulation (EC) No 261/2004, Article 5

Cancellation

In case of cancellation of a flight, the passengers concerned shall: (a) be offered assistance by the operating air carrier in accordance with Article 8.

Regulation (EC) No 261/2004, Article 8

Right to reimbursement or re-routing

Where reference is made to this Article, passengers shall be offered the choice between: (a) – reimbursement within seven days (b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity.

Regulation UK261 is very similar to the Regulation (EC) No 261/2004. Both of these regulations state that in case of flight cancellation, passenger can receive either a full refund or a new flight ticket. 

What if you cancel your TUI booking? The regulations don’t cover these situations.

2. How to Claim TUI Compensation?

There are two ways how you can claim TUI flight cancellation compensation.

One of them is more time consuming, the other – easier.

One of the options is to contact TUI directly. Call or write a message to TUI customer support center and request compensation for cancellation. You can also contact the airline using their website or social media channels. Keep in mind that you won’t receive TUI flight cancellation compensation right away. It could take months, and several reminder emails, until you receive your money.

When submitting a TUI flight compensation claim refer to either Regulation UK261 or Regulation (EC) No 261/2004. If your flight departed from the UK or it was within the UK, refer to the Regulation UK261. If your flight departed from the EU or was within the EU, refer to the Regulation (EC) No 261/2004.

You can also take the easiest path — legal representation.

This is very easy. Register your TUI compensation claim by filling in one form, and the rest will be done for you. Our partners offer such services.

Read more:

• How to Claim TUI Compensation?
• Your TUI Refund Is Taking Forever: How to Tackle It?

2.1 How Long Does It Take?

If everything goes well, 2 to 3 months.

2 to 3 months from the moment you file your TUI compensation claim until your TUI flight cancellation compensation is transferred in your bank account. Keep in mind that in some situations it might be necessary to work with a national enforcement body or even take your case to court. It may add at least a couple of months, sometimes even more, to the process.

3. How Much Can You Claim?

The compensation amount in the EU/UK go up to €600 per person.

Here is how you can calculate your TUI compensation:

When your destination is within the EU/UK:

When your destination is outside the EU/UK:

There’s one exception. When the flight distance is 3500+ kilometres and you reach your destination 3 to 4 hours later than planned, you are entitled only to 50% of the compensation amount (that means €300, not €600).

3.1 TUI Voucher Refund or Cash?

What if you are offered a TUI voucher instead of compensation?

You don’t have to accept it. Airline compensation and refunds have to be paid in cash or by bank transfer. It applies to both EU and UK flights.

4. What Happens If a Flight Is Cancelled?

What to do if your TUI flight is cancelled?

First of all, wait for the email from TUI. 

When you receive the email, you’ll see that it contains all the information you need. 

If you are already at the airport, and it’s a very last-minute cancellation, keep following your flight information and wait for the announcement from TUI. Do not proceed through airport security. Your flight is cancelled, and you will be put on another flight (for free). You will need to check in for that flight. You can do it only in the public access area of the airport, before airport security. 

In most cases, you’ll be given a choice between a new flight and full refund. If you choose the refund, keep in mind that it will take a week for the airline to refund you.

In addition to that, there are situations when TUI has to pay compensation. If your flight is cancelled less than 2 weeks before departure, and it’s due to the airline’s fault, you are entitled to flight cancellation compensation from TUI.

Do you need to be on time for another flight? If it’s a connecting flight, don’t worry. If you miss your connection because your previous flight was delayed or cancelled, TUI (and other airlines, for that matter) will book you on another flight free of charge. But if it’s a self transfer (separately booked flights), it’s your responsibility.

TUI Flight Cancellation Compensation and Refund: FAQ

TUI Refund

EU – Non-EU Flights, Regulation UK261, Tourists

Other Situations

What is your experience? Have you ever received TUI flight cancellation compensation? Do you still have questions about TUI compensation claim procedures and policies? Ask in the comments.