How to claim compensation for delayed TUI flights?

Zorica Lončar

Flight delays can be inconvenient, stressful and costly too, especially if you have to change your travel plans. The good news though is that under EU rules, you might be able to get compensation if your flight is delayed.

If you’ve recently flown with TUI Airways and your flight was delayed, read on. We’ve put together a handy guide to TUI flight delay compensation covering everything you need to know. This includes eligibility, compensation amounts and how to start a claim.

We’ll even throw in a handy money-saving tip for your next overseas trip - the Wise international debit card. It can be used in 175 countries and automatically converts your pounds to the local currency at the mid-market exchange rate whenever you spend or withdraw cash.

But first, let’s get that TUI flight delay compensation claim sorted for you.

What happens if my TUI flight is delayed?

Let’s run through your options if your TUI flight is delayed, including claiming expenses, refunds and compensation.

Shorter delays - at least 2 hours

If your flight with TUI is delayed by at least two hours, you can claim certain expenses from the airline¹.

These are for costs you’ll incur while you wait, such as food and drink, and access to phone calls and emails. You can even claim for accommodation if your flight is delayed overnight, and for transport between the airport and hotel.

You may receive a voucher from TUI in the airport for some or all of these expenses. Alternatively, you should keep your receipts so that you can make a claim after your trip.

An important thing to know is that the delay has to be at least two hours for flight distances of less than 1,500km. But it must be 3 hours for flights between 1,500km and 3,500km, and 4 hours for longer flights of more than 3,500km¹.

Longer delays - at least 5 hours

If your TUI flight is delayed by at least 5 hours, you don’t have to take it. You’re legally entitled to a full refund¹.

If you do decide to take your flight, you may be able to claim compensation for the delay under something called your EU-261 Passenger Rights. We’ll cover how it works next.

What are the EU-261 Passenger Rights?

EU-261 regulations are part of EU laws brought in back in 2004. They aim to protect passengers against the cost and inconvenience of severely delayed flights.

Under your EU-261 Passenger Rights, you’re entitled to compensation for delayed flights under particular circumstances. The regulations cover flights leaving from a UK or EU airport, regardless of the airline. They set out how much compensation you can receive based on:

  • The flight distance - the longer the delay and flight distance, the higher the compensation sum awarded.
  • The length of the delay- how late you are arriving at your destination compared to the scheduled arrival time.

Crucially, not all flights are eligible for compensation under EU-261. The delay has to be the airline’s fault, for a reason such as overbooking or a technical problem with the plane.

If the cause of a delay can be put down to ‘extraordinary circumstances’ outside of the airline’s control, you might not get any compensation. Examples include²:

  • Adverse weather conditions
  • Airport or airspace closure
  • Worker strikes
  • Security risks
  • Political instability
  • Birds flying into plane engines.

How much compensation will I get for a delayed TUI flight?

Let’s take a look at how much you can claim in TUI flight delay compensation, according to the EU-261 regulations¹:

DelayFlight distanceCompensation (per person)
3 hours+Under 1,500km£220
Between 1,500km and 3,500km£350
4 hours+Over 3,500km£520

Not sure of your flight distance? It’s as the crow flies from departure to arrival destinations, and should be reasonably easy to find out. One way to check your flight distance is on the WebFlyer website.

How to apply for TUI flight delay compensation - a step-by-step guide

If you are eligible to claim compensation for a delayed TUI flight, read on. We’ve put together a handy step-by-step guide to putting in a claim, and a few tips on what to do if you encounter any problems.

But first, another important thing you need to know. You can only claim for flight delay compensation under EU-261 from the airline operating the flight. So, if you booked a package holiday with TUI but the flight was run by another airline, this is who you’ll need to contact to make your claim³.

Here’s how to start a compensation claim if your delayed flight was run by TUI Airways³:

  1. Check that your flight number included TOM - this is how you’ll know it was run by TUI Airways.
  2. Get all of your booking details ready - this includes all of your flight details, passenger information and booking references.
  3. Complete and submit the TUI Airways flight delay online claim form.
  4. Wait for TUI to process your claim. They’ll let you know whether your claim is eligible for compensation under EU-261. If so, TUI will send you a bank link to submit your payment details.

Where possible, make sure to keep a copy or record of your claim.

How long does it take to get flight delay compensation from TUI?

TUI says on its website that it aims to process compensation claims within 14 days³.

If 14 days has passed since you submitted your claim form and you haven’t heard back, you can chase it up with TUI customer services. Call on 0203 451 2688³ to see where your claim is up to.

Not getting anywhere with TUI? If the airline isn’t paying up or the compensation amount is wrong, and you think you have a legitimate claim, you can make a complaint.

The place to go is Aviation ADR (Alternative Dispute Resolution for Aviation). This manages consumer complaints about airlines on its membership list, including TUI⁴.

Flying again soon? Take the Wise international card with you

Already planning your next overseas trip? Make sure to check out the Wise international debit card, which could save you serious money on your holiday spending.

The Wise multi-currency card can be used in 175 countries, on everything from restaurants and hotels to shops and transport hubs. It’s a contactless card that automatically converts currency at the mid-market rate whenever you tap to pay for anything.

There’s only a small conversion fee, or there’s nothing to pay if you already have that particular currency in your Wise account.

You can even use your Wise card to withdraw up to £200 fee-free a month from international ATMs.

So whether you prefer contactless spending or cash, Wise has you covered.

Open your free Wise multi-currency account online, and order your Wise card for a one-time fee of just £5.

Join Wise today

Sources used:

  1. Citizens Advice - Flight Delay and Cancellation Compensation
  2. Flightright - EU Regulation
  3. TUI - Flight Delays
  4. UK Civil Aviation Authority - Alternative Dispute Resolution

Sources last checked on date: 17-Oct-2022

This publication is provided for general information purposes only and is not intended to cover every aspect of the topics with which it deals. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content in this publication. The information in this publication does not constitute legal, tax or other professional advice from Wise Payments Limited or its affiliates. Prior results do not guarantee a similar outcome. We make no representations, warranties or guarantees, whether express or implied, that the content in the publication is accurate, complete or up to date.

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