TUI has clarified its 72-hour compensation rule after a passenger took to social media to complain that she was denied compensation for a lengthy flight delay. The passenger, named Elaine, claimed she was told she was not entitled to compensation after her flight from Tunisia to Newcastle was cancelled on June 19, followed by a five-hour delay the next day.
Passenger's Experience
Posting on the TUI UK Official Customer Service - Help & Advice Facebook page, Elaine described her ordeal: “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.”
Another passenger, Angela, who was reportedly on the same flight, added context: “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.”
Defenders of TUI
Many other TUI passengers defended the travel company. Peter said: “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 added: “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 commented: “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 Response
In response to Elaine's complaint, Dannii from TUI explained that the claim had been submitted too early. 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 72hours 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 also sets out the 72-hour rule for all flights. It advises: “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.”
