Tui - Flight Delay/Flight Cancel Compensation Issues

Jammark

Is anyone else having issues with Tui regarding flights being delayed and cancelled and then claiming the compensation? 

One of our flights was cancelled - we submitted a claim for it and it’s been rejected as I’ve used the incorrect form for a cancelled flight. However, I’ve used the form on the website and it states it can be used for cancelled flights and delayed flights? I’ve attached a picture of their response. 

Our subsequent rebooked flight (Birmingham to Palma Di Mallorca) was delayed by 157 minutes. The flight distance is less than 1500km so I submitted a claim for that as in accordance with what I’ve read, that should fall under the 2 hours delay threshold for compensation. That has also been rejected as the delay was less than 3 hours. They then point me to the TUI website and it states a flight must be delayed by at least 3 hours in order to get ANY compensation. 

Is anyone else having the same issues? Unsure really where to turn to now. 

eskbanker

Jammark said:

Our subsequent rebooked flight (Birmingham to Palma Di Mallorca) was delayed by 157 minutes. The flight distance is less than 1500km so I submitted a claim for that as in accordance with what I’ve read, that should fall under the 2 hours delay threshold for compensation. That has also been rejected as the delay was less than 3 hours. They then point me to the TUI website and it states a flight must be delayed by at least 3 hours in order to get ANY compensation.

Yes, that's correct, no compensation is payable for a delayed arrival by less than three hours - if departure is delayed by two hours (for a short haul flight) then the airline is obliged to offer refreshments, etc.

onashoestring

Please can you clarify , were these flights part of a holiday package or flight bookings only ? How long before departure were you notified of the cancellations / delays -

I’m trying to understand why you submitted two claims .. First claim was for a flight that was cancelled - did Tui book the next flight for you or did you have to pay and are trying to reclaim costs ? 

Also what was the reason given by TUI for the delays ? 

All these are relevant to whether you are entitled to claim . 

Jammark

onashoestring said:

Please can you clarify , were these flights part of a holiday package or flight bookings only ? How long before departure were you notified of the cancellations / delays -

I’m trying to understand why you submitted two claims .. First claim was for a flight that was cancelled - did Tui book the next flight for you or did you have to pay and are trying to reclaim costs ? 

Also what was the reason given by TUI for the delays ? 

All these are relevant to whether you are entitled to claim . 

Were booked as a package holiday. 

Our first holiday, due to depart on 8th June from Manchester to Majorca was cancelled due to operational reasons at Manchester Airport. It was cancelled on 1st June.

We re-booked another holiday, this time departing on 7th June from Birmingham to Majorca. 

onashoestring

Did you pay for both holidays ? 

Jammark

onashoestring said:

Did you pay for both holidays ? 

Paid for the first one and then when that was cancelled they moved the amount of the money to the new holiday. 

photome

As others have said there is no compensation for a 2 hour delay. My son submitted a form for a cancellation and was responded to and accepted within 2 days by Tui .  Did you receive a contact us form to complete


just seen the flight was cancelled 7 days before departure , not sure of the rules relating to a cancelled flight that is part of a package where and alternative holiday was arranged

onashoestring

For the first cancelled flight ( which was cancelled 7 days before departure) - Tui correctly offered the option to rebook the holiday which you accepted and have just been on .

I am not sure that you are entitled to claim any additional compensation on top of that for that original trip ? 

There are some forumites who are TAs who hopefully will be able to advise  if you are entitled to any more compensation for that first cancelled holiday .

linbarb

Both myself & my daughter have had the same problem - flight cancelled submitted form - we have emails as proof but TUI say incorrect details - when you try to send collaborating information email bounces back!!

TELLIT01

Can you simply submit a new claim with the additional info TUI require?