TUI has clarified a strict 72-hour policy following a customer's Facebook complaint that she was refused compensation despite experiencing a significant delay. The passenger, named as Elaine, explained they were scheduled to fly from Tunisia to Newcastle last week when the flight was cancelled.
Passenger's Experience
Writing on TUI UK Official Customer Service - Help & Advice, she stated: "Just been informed from Tui that we are not entitled to compensation! TOM869 leaving Tunisia to Newcastle, all day spent at the airport 19th June flight finally cancelled, and overnight accommodation finally organised. WE returned to the airport on the 20th to experience a 5 hour delay! Disgusting always highly regarded Tui disgraceful experience and treatment."
According to another commenter, they were booked on the same flight but multiple problems caused the disruptions. Angela stated: "I was on this flight, or rather i wasnt haha, but the reason given was the plane needed a deep clean and there was no one in Tunisia to do it, then the plane they were sending for us on Saturday had a fuel leak so they then had to get another plane sent from Gatwick."
Other Customers Defend TUI
Numerous other TUI customers came to the travel company's defence with many praising its service. Peter stated: "We were delayed coming home on Friday a couple of years ago, we had the claim form by Monday and the compensation in our bank by the end of the week." Christine said: "Had a delay outbound a couple of years ago. On arrival we received an email from TUI apologising, and a link to be able to claim compensation. We claimed as instructed and the money was credited to our bank well before the return flight. Can't get better than that." Teresa added: "Why are you blaming Tui? Delays are the last thing airlines want as it costs them lots of money. Usually mechanical or logistical/operational reasons for delays. We were delayed in LAX for 26 hours 3 years ago. Got a voucher for a coffee and an overnight stay in a hotel but not entitled to anything else."
TUI's Clarification
In response, TUI representative Dannii clarified the regulations, explaining that the customer's claim had not been rejected but had simply been submitted prematurely. Dannii said: "I have taken a look and you haven't been denied, you have put the claim in too early, you need to wait at least 72 hours after the flight has landed before a claim can be made. So please try again after 72 hours has been since you landed. This was mentioned in the email sent, and will work once you are within the time frame."
The TUI website further outlines the 72-hour rule, which applies to all TUI flights. It advised: "Please note, if you've been impacted by a flight cancellation, you'll need to wait 72 hours before you submit your claim. Unfortunately, any claims submitted within 72 hours cannot be processed."
