TUI Airways flight compensation: your UK rights for delays and cancellations

When your TUI Airways flight is delayed or cancelled, you may be entitled to compensation of up to £520 under UK law (UK261) or European regulation EC 261. In this guide, you’ll learn about your rights as an air passenger, when you qualify for compensation, and how to file a claim.

AirHelp helps air passengers worldwide get what they’re owed, with no upfront fees. Check now for free whether you qualify for TUI Airways compensation.

You're protected under UK261 and European Regulation EC 261, so long as your flight departed from the UK/EU or arrived there on a UK/EU airline.

• You must receive food and drinks if delayed at the airport for over 2 hours, plus accommodation if overnight.

• If the delay upon arrival exceeds 3 hours, you may be entitled to compensation.

• Compensation ranges from £220 to £520, depending on the flight distance (e.g., £350 for flights between 1,500 and 3,500 km).

• If the delay exceeds 5 hours, you have the right to cancel your flight and receive a refund of the ticket. You are also entitled to a return flight to your original departure airport if necessary.

• 1-hour delay: what the law says →

• 2-hour delay: mandatory assistance →

• 3-hour delay: right to compensation →

• 5-hour delay: refund and compensation →

1-hour delay: what the law says

A delay of one hour does not entitle you to compensation or assistance from the airline in the form of meals and drinks. However, you have the right to be informed about the delay and its developments.

In certain situations, however, even a one-hour delay could, albeit indirectly, entitle you to compensation. For example, a one-hour delay could result in the loss of a connecting flight, or contribute to a total delay of more than 3 or 4 hours. If you think you fall into one of these categories, check your eligibility with our free compensation checker.

2-hour delay: mandatory assistance

If your TUI Airways flight is delayed by at least 2 hours and is 1500 km or less, you are entitled to assistance, which includes:

The airline must provide assistance free of charge, even in cases where it is not responsible for the delay – such as in the event of bad weather or other extraordinary circumstances.

3-hour delay: right to compensation

If your TUI Airways flight arrives 3 hours late or more, in addition to assistance, you may be entitled to compensation under UK261 or European Regulation EC 261.

5-hour delay: refund and compensation

If the delay exceeds 5 hours, you have additional rights:

The right to a refund is in addition to the right to compensation.

TUI Airways flight delay compensation amounts are set by UK261 and European Regulation EC 261, and determined by flight distance and length of delay, not ticket price:

• For short flights covering distances up to 1,500km, passengers are entitled to £220 per person.

• Medium-distance flights between 1,500km and 3,500km qualify for compensation of £350 per passenger.

• Long-haul flights over 3,500km have a tiered compensation structure: £520 per passenger for delays of 4 or more hours, and £260 per passenger for delays between 3 and 4 hours.

If you’re confused, here’s a simple table to help:

TUI Airways compensation calculator

Not sure how much you’re owed? Use our free compensation calculator below to see if you're eligible and determine the amount. Just enter your flight details and we’ll estimate your claim.

In the event of a TUI Airways flight cancellation, UK261 and EC 261 regulations grant you certain immediate rights:

• Alternative transportation to get to your destination.

• Ticket refund if you decide not to travel.

• As with delays, you are also entitled to care and assistance, which includes meals, refreshments, communication rights, and hotel room and transportation to and from the airport if necessary.

In addition, you may be entitled to up to £520 in compensation.

When are you entitled to flight cancellation compensation?

In the event of flight cancellation, you are eligible for TUI Airways compensation if:

• You received a notice regarding cancellation less than 14 days before departure.

• The airline is responsible for the cancellation (e.g., operational issues or staff shortages).

• If you took a replacement flight, your new arrival time was significantly different to your original flight.

The airline can avoid paying compensation if they were able to offer you an alternative flight which would get you to your destination at a very similar time to your original arrival time.

As with delayed flights, the amount of compensation is based on flight distance, not ticket price, and ranges from £220 to £520 per passenger. However, in the case of cancelled flights, eligibility for compensation also depends on the notice given, as well as the alternative flight offered. Here's how the rules break down based on timing:

There are two ways to claim compensation – direct via TUI Airways or via a third party expert like AirHelp.

Claiming via the airline

Every airline has its own individual claims process which should be somewhere on their website. You’ll need to gather all the documents about your flight, research the regulations to determine whether your claim is eligible, and then submit it and follow up.

If you don’t get a reply or you aren’t satisfied, you can find the relevant national aviation authority and pursue your claim with them. If that fails, you may want to consider hiring a lawyer and taking legal action through the courts.

Claiming with AirHelp

We handle everything for you, from start to finish so it’s as easy as possible to get your money.

The right to TUI Airways compensation for a disrupted flight depends on the airline’s responsibility. Airlines are not required to compensate passengers in cases of extraordinary circumstances, meaning situations beyond the airline's control. These include severe weather conditions, medical emergencies, airport staff strikes, political instability, bird strikes, acts of sabotage, security risks… you get the idea.

If you’re still unsure, the table below helps clarify when you might be eligible for compensation:

Under extraordinary circumstances, compensation is therefore off the table. However, other rights still apply, such as the right to care and assistance during your wait and, if applicable, the right to a ticket refund.

TUI Airways is a British airline, founded in 1962 as Britannia Airways. It operates both scheduled and charter flights and is the world's largest charter airline, headquartered in Luton, United Kingdom, as part of the TUI Group.

Contact information:

• Website: https://www.tui.co.uk/

• Customer Service: 0203 451 2688 (UK)

• Headquarters Address: TUI Airways, London Luton Airport, Luton, Bedfordshire, LU2 9LF, United Kingdom.