Tui flight delay on line form

kirsty237

I have twice submitted a claim for compensation through the Tui flight delay online form, but twice Tui have said that they can’t find my flight - the information is accurate.  (The delay was caused by a faulty part on the plane, and in the end we were delayed for 13:hours and diverted to another airport).  I’ve tried going the Resolva, but Tui’s reply is that all claims need to go through the form.  I’ve tried asking Tui customer services for assistance, but they weren’t any help at all and completely misunderstood why I was contacting them.
Any suggestions what else I could try?  

Thanks 

bradders1983

Is this specificially related to the current coronavirus issues?

kirsty237

It happened during this period.  We were delayed for three hours due to there only being a skeleton air traffic control crew due to Coronavirus, then they found the fault (which caused the 13 hour delay) and then we were delayed again due to the skeleton crew.  We were then too late to fly to Bristol and had to go the Gatwick.

bradders1983

In which case it is possible you wont be eligible for anything then.

kirsty237

Thanks for your reply, but I am eligible as the 13 hours was due to a faulty part. I’ll put this on another thread.  Thanks