Tui compensation claim

johntudor70

Hi, we were due to fly to Malaga at 6.15am, the flight was delayed over 3 hours. I completed the Tui claim form. Three days later, Tui responded, saying the flight was delayed 177 minutes, therefore within the 3 hour window. However, I have inputted the flight information into Google. Low and behold the information appears on Tui website, flight TOM 7750 delayed 3 hrs 12 minutes. I can not find an email address to further my complaint. Does anyone know what it is?

eskbanker

Are you referring to last Sunday's flight?  According to Flightaware and Flightradar24, it departed 3 hours 12 minutes late but arrived 2 hours 46/47 minutes late, and it's the latter that counts for delay compensation purposes, although it's the time the doors opened rather than landing time as such.

Or did TUI's site show something significantly different from that?

johntudor70

Thank you for the response. Yes, that is the flight. 
If that is the case, why did the response from Tui state that the delay was 177 minutes?

eskbanker

johntudor70 said:

Thank you for the response. Yes, that is the flight. 
If that is the case, why did the response from Tui state that the delay was 177 minutes?

The time shown by the flight-tracking sites is likely to be when the flight touched down, so the additional ten minutes would cover the time to taxi from the runway to the stand and wait for the ground staff to attend before getting the doors open.

johntudor70

This is a screenshot of the details

eskbanker

Yes, that's what I was looking at too (clearly showing the 2:46 delay at landing), but I couldn't find the flight timings on the TUI website, were they different there?

bagand96

So if it landed 2 hours 46mins late = 166 mins.

If TUI are saying 177mins, that allows for 11 minutes to taxi, park and get the doors open. Seems reasonable at Malaga (a bit long if anything) so I don't think compensation will be due. 

Edited to add: Flightradar24 records the taxi after landing and appears to show the aircraft parking at the gate at around 1258 which would tally with TUI's numbers, allowing for 4 minutes for ground staff to arrange equipment before doors open.

johntudor70

Thank you for your comments, at least the sun has been shining and we have had a good holiday.