Flight delays and cancellations can completely derail your best-laid plans, and they can be even more frustrating when they are in the airline’s control. Thankfully, if this happens when you are traveling with TUI, you can receive additional compensation under EC 261, a law that strives to hold airlines accountable for avoidable travel disruptions.
How Do I Claim Compensation from TUI?
EC 261 is helpful, but you are not automatically credited under this law. Instead, you need to file a claim with TUI and wait for their team to rule on it. Here’s what you need to do.
- Gather all your documentation. This includes your original confirmation, a notice of the change, EC261 compensation form and anything else that may be of help to make your face (emails, pictures of the boarding screen, etc.).
- Visit the TUI website. They have an online form available that you can use to file a claim. You will be asked to enter your personal information and flight details to confirm that it was you.
- Once you submit the form, you simply have to wait for TUI to review your claim. They strive to process all claims within 14 days, so you should have an answer within two weeks. If the claim is accepted, you will receive a link to enter your information so that you can get your payment.
If your claim is denied, you can always appeal and re-submit. If you have questions on why the claim was denied, you can always contact customer service. TUI is required under law to compensate you for avoidable flight issues like cancelations, delays, and denied boarding, but they may try to get out of it if you improperly submit your documentation.
In some cases, you may want to partner with a flight compensation company to help you settle your claim. Often, they will take a percentage of the payout; however, they handle the headache of trying to fight the claim.
What Qualifies My Trip for Compensation?
First and foremost, the issue must have been within the airline’s control. If it was a freak weather event or political unrest, then they are not required to provide you with additional compensation. If, however, it was due to understaffing, mis-scheduling, or other errors on their part, then you can receive up to €600.
Next up, there are three situations that you could receive compensation for under EC 261: delays, cancelations, or denied boarding.
- Delays: If your flight arrived at least 3 hours late.
- Cancelations: If your flight was canceled less than 14 days before your departure date.
- Denied boarding: If you were involuntarily denied boarding (ie. overbooking).
The amount of which depends on your situation, the length of your flight, and its location.
- Flights 1,500 km and less: Up to €250 per passenger
- Internal EU flights more than 1,500 km: Up to €400 per passenger
- Non EU flights between 1,500 and 3,500 km: Up to €400 per passenger
- Non EU flights more than 3,500 km: Up to €600 per passenger
You need to file a claim with TUI to be eligible to receive this compensation. This is on top of a refund or rebooking on the next available flight, depending on your preference. Always work with TUI first on getting you to your destination or refunded before you worry about filing a claim under EC 261.
At times, TUI will offer impacted passengers additional vouchers or incentives following their flight issue. If you accept these, you likely will be unable to file a claim under EC 261, so make sure that you read the fine print prior to agreeing to anything.