TUI Airways
BY / TOM · GB
TUI Airways - Flight Compensation Guide
TUI Airways (IATA: BY) is a British charter and scheduled leisure airline and the UK arm of the TUI Group, the world's largest tourism company. The airline operates from bases at Manchester, London Gatwick, Birmingham, Bristol, East Midlands, Glasgow, and Newcastle, serving over 60 holiday destinations across Europe, North Africa, the Middle East, the Caribbean, and the Americas. TUI Airways flies a fleet of Boeing 737 MAX and Boeing 787 Dreamliner aircraft, carrying approximately 12 million passengers per year.
UK261 & EC261 - Which Law Covers Your TUI Airways Flight?
TUI Airways is a UK-registered carrier. UK261 applies to all TUI flights departing from UK airports, which covers the majority of its operations. EC 261/2004 applies to TUI return flights departing from EU airports (e.g., Palma, Corfu, or Lanzarote). The compensation amounts are identical under both regimes. UK claims are enforced by the CAA, and you have up to 6 years to submit a claim under UK law (5 years in Scotland). Important: if you booked a TUI package holiday, your EC261/UK261 flight compensation rights are separate from your Package Travel Regulations rights - you can potentially claim under both.
€250 - €600
Compensation for TUI Airways flights depends on route distance: €250 for flights under 1,500 km, €400 for flights between 1,500 km and 3,500 km, and €600 for flights over 3,500 km. Most TUI short-haul European routes fall into the €250 or €400 category, while long-haul flights to the Caribbean or Mexico on the 787 Dreamliner qualify for €600.
- Manchester to Palma de Mallorca (1,557 km): €400
- London Gatwick to Tenerife South (2,901 km): €400
- Birmingham to Antalya (2,906 km): €400
- Manchester to Cancun (8,259 km): €600
- London Gatwick to Montego Bay (7,634 km): €600
- Glasgow to Lanzarote (3,011 km): €400
TUI Airways works closely with TUI UK (the tour operator), and the majority of its passengers fly as part of TUI package holidays. The airline is not a member of any alliance. As a UK-registered carrier, it is regulated by the Civil Aviation Authority (CAA). It is important to understand that your flight compensation rights under UK261/EC261 are separate from any package holiday rights you may have under the Package Travel Regulations.
Not every disruption qualifies for compensation. Understanding the most common causes can help you assess whether your delay was within the airline's control.
Common Causes
Common TUI Airways Disruption Reasons
- Technical issues on Boeing 737 MAX or 787 aircraft requiring maintenance
- Late inbound aircraft from earlier rotations causing cascading delays
- Crew hour limitations reached - particularly on long duty days with multiple sectors
- Airport congestion at popular Mediterranean destinations during peak summer
- Ground handling delays at UK regional airports with limited infrastructure
How to Claim Compensation from TUI Airways Directly
TUI handles flight compensation claims through its customer support complaints form. The process is straightforward, but you should be aware of a common point of confusion: if you booked a TUI package holiday and your flight was disrupted, you have separate rights under both UK261/EC261 (for the flight) and the Package Travel Regulations 2018 (for the overall holiday). Make sure you claim under both if applicable - TUI may only address one unless you explicitly request both.
DIY Process
Steps to Claim from TUI Airways
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1
Gather your booking confirmation, flight number, e-ticket, and any communications from TUI about the disruption (delay notifications, rebooking emails).
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2
Submit your claim through the TUI complaints form. Clearly state you are claiming under UK261 or EC261, specify the route distance and compensation amount, and attach supporting evidence.
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3
If you also had a package holiday disrupted, submit a separate Package Travel Regulations claim for any additional losses (accommodation, transfers, lost holiday time).
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4
Wait up to 28 days for TUI to respond. If they reject your claim or offer vouchers only, insist on cash compensation and request a deadlock letter for escalation.
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5
Escalate to CEDR (cedr.com) for a binding decision, or file through Money Claims Online if you prefer the court route.
When submitting your claim, include your booking reference, flight number, travel dates, and a clear description of the disruption. State that you are claiming flight compensation under UK261 or EC261 and specify the amount. TUI typically responds within 28 days. If TUI offers travel vouchers or future booking credits, you are entitled to decline and request cash payment.
TUI Airways flight disrupted?
Check your eligibility and claim up to €600 in compensation.
Passenger
J. SMITH
Flight
BA 2761
LHR
London
BCN
Barcelona
STATUS
3H DELAYPassenger
M. JOHNSON
Flight
KL 1009
AMS
Amsterdam
FCO
Rome
STATUS
CANCELLEDIf your claim is rejected or TUI does not respond, you can escalate to the Centre for Effective Dispute Resolution (CEDR), which is TUI's approved ADR provider. CEDR will review the case and issue a binding decision on TUI. The UK small claims court is also an option for claims that CEDR cannot resolve to your satisfaction.
Frequently Asked Questions
Here are answers to the most common questions about claiming EC261 compensation.
Can I claim UK261 compensation and a Package Travel refund from TUI?
Yes. Your rights under UK261/EC261 (flight compensation of up to €600 per passenger) are entirely separate from your rights under the Package Travel Regulations 2018. If your TUI package holiday was disrupted by a flight delay or cancellation, you may be entitled to both: fixed flight compensation under UK261, and a price reduction or additional damages under the Package Travel Regulations for the impact on your overall holiday. Make sure you claim both separately.
Is TUI Airways or TUI UK responsible for my claim?
For flight compensation under UK261/EC261, the operating carrier is responsible - that is TUI Airways (BY). For package holiday complaints under the Package Travel Regulations, the tour operator (TUI UK) is responsible. In practice, both are part of the TUI Group and claims are handled by the same customer service team, but it is important to specify which regulation you are claiming under to avoid confusion.
What if TUI says my delay was caused by a previous flight's technical fault?
A technical fault on an earlier rotation that causes a knock-on delay to your flight is not considered an extraordinary circumstance. The airline is responsible for managing its fleet and schedules. This was confirmed in multiple court rulings. If TUI claims the delay was caused by a technical issue on a different aircraft earlier in the day, this does not exempt them from paying compensation for your delayed flight.
Contact for Claims
Online Claim Form
www.tui.co.ukCivil Aviation Authority (CAA UK)
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Check Your Compensation
Enter your flight details to see if you qualify for up to €600 per person.