TUI - Thomsonfly - Flight Cancellation and Delay Compensation Options

Important information about TUI - Thomsonfly Flight Cancellation

Tui Planes

Ultimate Guide to Claiming Tui Flight Delay Compensation

In this compensation guide, we’ll take you through how to claim if your flight is delayed or cancelled with Tui. We let you know what your rights are when experiencing a Tui flight delay or cancellation, and how we can help you.

Headquartered in Luton, Tui Airways Limited were rebranded from Thomson airways in 2017. They are the UK’s third largest airline based on passenger numbers, second only to Easyjet and British Airways. Their destinations include mainland Europe, the US and south-east Asia, all from major UK airports.

Tui Flight Delay Compensation

In 2004, the EU Regulation 261, or Flight Compensation Regulation, came into effect. This entitles Tui passengers to claim additional monetary compensation relative to the length of their delay.

The regulation affects flights to and from EU countries, or on EU airlines such as Tui, which is based in the UK.

Tui Cancelled Flights Claims

Occasionally, airlines have cause to cancel flights, for example if their cabin crew call a strike. When a cancelled flight is within the airline’s control, such as in a strike, passengers could be entitled to claim up to €600 for their disruption.

If your flight is cancelled, you are entitled to a full refund or a rerouting to your destination. If this causes significant delays when rerouted, you may be able to claim additional monetary compensation. However, if the flight was cancelled by external influences such as Air Traffic Control, Tui will only cover refunds and rerouting.

Tui Delayed Flights Claims

If your flight is delayed, you could be entitled to claim up to €600. You will only be offered a refund if your flight is delayed by more than 5 hours, at which point you can choose to ‘opt out’ or arrange an alternative flight.

Tui flights may be delayed due to cabin crew sickness or strikes. Delays caused by ‘extraordinary circumstances’, such as extreme weather or Air Traffic Control intervention, would not be eligible for a compensation claim.

Tui Denied Boarding Claims

You may be denied boarding when you arrive at the check-in desk. The most common reason for this is overbooking on flights.

If the flight has been overbooked, or Tui cannot give you a reason for why you’ve been denied boarding, they will be responsible for arranging alternative travel. For delays of more than 3 hours, you could claim monetary compensation.

You may be eligible to claim up to €400 for flights arriving into the EU from within the EU. For longer flights, such as New York to the EU, you could claim up to €600.

Tui Missed Connection Claims

If a Tui flight delay or cancellation means that you miss your connection, you may be able to claim under EU Reg 261.

Missed connection compensation is available if you arrive at your final destination more than 3 hours late.

For EU flights, you could claim up to €400, depending on the distance. When flying longer distances, for example from the EU to New York, you could claim up to €600.

How to claim Tui Flight Delay Compensation

As Tui is an EU airline, its flight delay compensation policy complies with Reg 261. Tui offer a flight compensation delay form on their website, but these are often time-consuming and may not result in the pay-out you expected.

At Flight Patrol, we offer a no win, no fee claim process that only takes 60 seconds. Tui’s policy states that they aim to process all successful claims within 28 days, although it can take longer during busy periods.

If your claim is eligible, you’ll receive a cheque in the post. Tui will inform you if your claim is not successful.  Often airlines can ignore or reject claims from passengers for compensation.  We have helped recover compensation for many passengers who were fobbed off by airlines.  We’ll give you an unbiased legal opinion on the eligibility of your claim, and we are prepared to take the airline to court to recover your rightful compensation.

How much can I claim from Tui

Tui offer monetary compensation for flights delayed by 3 hours or more. The amount you can claim depends on the total flight distance as the crow flies. Under EU Reg 261, you could claim:

  • Up to €250 for flights of 1,500km or less, e.g. London to Salzburg
  • Up to €400 for Europe to Europe flights of more than 1,500km e.g. London to Dalaman or all other flights between 1,500 and 3,500km e.g. London to Marrakech
  • Up to €600 for all other Tui flights e.g. London to Orlando.

How Long do Tui take to Pay Compensation Claims

Tui state in their compensation policies that claims should be processed within 28 days. However, they warn this may take “a little longer” in busy periods. Many airlines will try to delay compensation as much as possible, so it may be better to claim through a third party like Flight Patrol.

2-hour Tui Delay

You will only be able to claim monetary compensation for delays of longer than 3 hours. However, if your flight distance is less than 3,500km, Tui should offer you “a reasonable amount” of food and drink or restaurant vouchers. You can also claim for two phone calls, emails or faxes.

3-hour Tui Delay

You can claim up to €400 if Tui delays your flight by 3 to 4 hours. This is relative to the total distance of your flight – if it’s 1,500km or less, you can only claim up to a maximum of €250.

You’ll also be entitled to the same care and assistance as a 2-hour delay: a reasonable amount of food and drink, and two phone calls, emails or faxes.

4-hour Tui Delay

If Tui delays your flight by 4 hours, you could claim up to €600, depending on distance. Flights over 3,500km could be eligible for a maximum of €600. If a flight this distance was delayed by between 3 and 4 hours, you could only claim half – €300.

You’ll also be entitled to the same care and assistance as a 2-hour delay. For delays of 5 hours or more, you can ‘opt out’ of the flight. 

Tui Refund/Cancellation Policy

If Tui has to cancel your booking, for example through cabin crew strikes or not enough people booking on a package holiday, you will be offered a full refund or alternative flight/holiday.

Tui will not offer compensation for circumstances beyond their control, such as Air Traffic Control grounding flights.

The same principle applies for major changes to holidays, such as new departure airports. Tui offers monetary compensation depending on how soon they communicated the change to you:

  • 84 days or more – £0
  • 29-83 days – £10
  • 15-28 days – £20
  • 8-14 days – £30
  • 0-7 days – £40

You can apply for a full refund if these changes are not acceptable to you.

Tui Flight Compensation in Bad Weather

Under Reg 261, you could claim up to €600 if your flight was delayed or cancelled due to bad weather. This needs to be the responsibility of Tui rather than an “extraordinary circumstance”. For example, freak weather is exceptional – not preparing for snow with antifreeze is not.

Airlines can claim extraordinary circumstances if Air Traffic Control deems it unsafe to fly. However, in cases where other planes can be seen taking off, this may mean your flight is eligible for compensation.   These claims can get complicated and may need to be judged in court – we’re happy to take them on and claim on your behalf.

Tui Flight Compensation for Technical Faults

You may be able to claim up to €600 if a technical fault disrupts your flight. Up until 2014, many airlines would claim “extraordinary circumstances” for technical faults. However, in a landmark legal case, the Supreme Court ruled against this defence, meaning that technical faults that cause delays or cancellations are covered under the regulation.

Today, airlines may try to claim “hidden manufacturing defects” and cite these as an extraordinary circumstance. A hidden manufacturing defect would result in an entire fleet of aircraft being grounded and would almost always be a big news story.  These situations are very rare, so it’s highly unlikely that the hidden manufacturing defect argument will work. Always consult a legal expert like Flight Patrol for technical fault compensation – as we can access all the technical report information from the airlines and determine if you’re entitled to claim.

Tui Flight Compensation for Strikes and Industrial Action

If industrial action affects your flight, Tui may have to pay you up to €600 in compensation. You may be eligible for compensation for delays of 3 hours or more, or cancellations.

However, Tui may cite extraordinary circumstances to avoid paying. In terms of strikes, these apply to non-Tui staff, for example if Air Traffic Control or baggage handlers strike. The company is only legally obliged to pay out if circumstances are within their control.

Tui Flight Compensation in Extraordinary Circumstances

Tui state in their flight delay policies that extraordinary circumstances may exempt them from paying compensation, for example an Air Traffic Control strike or freak weather. Other examples of extraordinary circumstances include:

  • Political instability
  • Hidden manufacturing defects
  • Security risks

However, you may be able to claim if you can prove the circumstances were not extraordinary. This is where our flight compensation service can help as we will do all the necessary investigation into the reasons for the disruption and determine whether your claim is valid.

What to do if Tui Offers you Vouchers

Under EU Reg 261, airlines must offer compensation in cash, via bank transfer, cheques, or with the signed agreement of a travel voucher. We advise that you don’t accept travel vouchers, as these do not always represent what you could claim.

Also, in a legal context, accepting vouchers implies you have accepted your compensation. This could prevent you from being able to claim your rightful compensation and any expenses incurred. Instead, tell your airline you’d like to pursue a monetary claim, and contact the team at Flight Patrol.

Tui Flight Delay Letter Template

Tui offer passengers a claim form via their website. However, a properly drafted letter can back up your claim and speed up the response. Your letter should include:

  • Nature of complaint e.g. delay or cancellation
  • Flight number, departure airport, arrival airport and date
  • Scheduled arrival time and actual arrival time
  • List of passengers travelling with you
  • How much you wish to claim for including expenses e.g. food.

Using our claims process means that we write and submit this letter to increase your chances of compensation.

What to do if Tui Ignores a Compensation Claim

Tui should respond to all delay compensation claims within 28 days. If you don’t hear back, you can take your claim higher to the Civil Aviation Authority via an online form, or issue court proceedings.

At Flight Patrol, we can handle this for you. Our legal teams will take court action if necessary, operating on a no win, no fee basis. You could check your eligibility within 60 seconds. We have a 99% success rate and won’t waste your time.

Tui Expenses Claim Form

If you incur expenses while waiting for a delayed flight, you can get these back via a claim form. For delays of 2 hours or more (depending on the flight distance), you could claim for:

  • A reasonable amount of food and drink
  • Two phone calls, emails or faxes
  • Hotel accommodation and transport if you have to stay overnight.

Tui should offer these at no cost to you. If they don’t, keep all your receipts and attach them to your claim form.

Contact the Flight Patrol team for a no win, no fee consultation today.

Flight Patrol

It is Flight Patrol’s mission to make sure that every person claims the compensation you deserve. So, if you have experienced a delay or a cancellation, know that our team can help you. We know the law is on your side and we have the experience and the resources to claim your compensation.

Backing up your claim

To give your claim the best chance of success, check with the airline regarding exactly what caused the delay. Collect any evidence you can, such as flight documents, photos and receipts, keep any paperwork given to you by the airline. A successful outcome can depend heavily on evidence – particularly if the flight took place (or didn’t, as the case may have been) a few years back.

Ask the airline staff what you can claim for – both there and then and later on – and make a note of any details you’re given, plus staff names, times and dates. If you can, take contact details of the airline’s other passengers in the same situation.

You may be able to claim as much as €600. This varies according to the distance you flew, or should have flown, with different rates applying to short, medium and long haul flights, as follows.

What you can claim at the airport

For short haul flights, you can claim from 2 hours’ delay or more. The airline should cover the cost of food and drinks, and of 2 phone calls, emails or faxes. For medium haul flights, the  delay time from which you can claim increases to 3 hours, and then 4 hours for long haul flights.

For longer delays of 5 hours plus, you have a right to refuse to board a flight that is delayed by over 5 hours, in which case the airline must refund you or offer alternative transportation. 

In the case of a flight being delayed until the next day, the airline must provide overnight accommodation, as well as transfers to and from the airport. Make sure you get any promised services put down in writing and keep a copy. Sometimes, it is not always possible for the airline to provide all of their passengers accommodation in the case of a widespread disruption. If you find yourself paying for your own accommodation, keep all of your receipts and this should be reimbursed by the airline.

How Flight Patrol can help

Claiming flight delay compensation from TUI is easier when you know how. Our experience means we can secure what passengers are entitled to, with a minimum amount of fuss. We will claim on your behalf, we have an experienced team of claims experts and we will secure your compensation without causing you any stress or hassle.

If you claim yourself, you could find that it takes a lot of time. You may even struggle to get anywhere, simply because you have little experience in dealing with such claims. The process could therefore be stressful and energy-sapping, as well as time-consuming, and you may need to do a lot of research to make any headway at all. Your chances of success will sadly be limited by the fact that you are not familiar with this process. Passengers complain that the process takes up time, requires experience, is stressful and has a low chance of success.

If we claim on your behalf, we can reach a conclusion professionally, simply and swiftly. We can offer a highly experienced team, a stress-free experience and, most importantly, a high chance of success with your claim.

Your rights when delayed with TUI – Thomsonfly

  • According to EU law up to €600 compensation
  • Regardless of the ticket price
  • Flights up to 6 years old
  • When the flight was delayed at least 3 hours, cancelled or overbooked

Tips and Tricks when delayed with TUI – Thomsonfly

  • Confirm the reason for the delay with the airline
  • Collect proof: photos, receipts of expenses, vouchers etc
  • Insist on your basic rights and services at the airport
  • Exchange contact information with other passengers

How to claim against TUI – Thomsonfly

  • Enter your flight details into our calculator
  • Enter details of replacement flights (if any)
  • Enter details of fellow passengers
  • Leave the rest to us!
  • Short Distance

    Short Distance


    Up to 1500km

    (e.g. London - Edinburgh)

  • Medium Distance

    Medium Distance


    Up to 3500km

    (e.g. London - Athens)

  • Long Distance

    Long Distance


    From 3500km

    (e.g. London - Tokyo)



Don’t take any excuses! Vouchers for food or hotels don’t negate the airline’s responsibility to pay your compensation

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