Frequently Asked Questions

Frequently Asked Questions

What should I do if something’s missing from my luggage?

If there’s something missing when you collect your luggage, you’ll need to complete a Property Irregularity Report before you leave the airport. The information you give will help search for anything that’s missing.

Making a claim

If you want to make a claim for missing items, you can do this through your travel insurance provider. Or, you can make a claim directly with your airline.

What should I do if my luggage is lost, delayed or damaged

You’ll need to report lost, delayed or damaged luggage at the arrival airport by filling out a Property Irregularity Report (PIR). This will start the tracing process to find your missing or delayed items or register the damage caused. Agents from the airline you travelled with should be in the luggage collection area and they’ll be able to help you with this. The airport will usually have a baggage facilities or baggage information desk clearly signposted. We recommend checking your airline’s website for the next steps.

Just so you know, airlines have limited liability in cases of delayed delivery and lost or damaged baggage under the Montreal Convention, so you might want to make a claim through your travel insurance provider. You can’t claim from both your travel insurance provider and the airline.

To find out more about the Montreal Convention, please take a look at the ‘What’s the Montreal Convention and how does it affect me?’ question below.

Why didn’t I get the seats that I chose when I booked my flight?

We’re sorry you didn’t get the seats you asked for. Occasionally, airlines may need to change allocated seats, usually due to operational, safety or security reasons. TUI Airways’ ‘Select Your Seat’ service is provided using Civil Aviation Authority guidelines, and airlines need to meet various requirements before they can allocate seats near the exits.

If you booked and paid for seats together directly with your airline and these were later changed, please contact your airline directly for advice on a refund.

I didn’t receive my upgraded seat class due to a change of aircraft. Am I entitled to a refund?

We’re sorry you didn’t get the upgraded seats that you had booked. If you flew with TUI, and were told about the aircraft change at the airport or hotel, our After Travel Support Team will automatically process a refund for the supplement paid for that part of the journey. For example, if you received your premium seats one way then you will be refunded 50% of the supplement. We aim to process this refund within 28 days of your return travel date.

I was charged an excess baggage charge at the airport, am I entitled to a refund?

You may be charged if you exceed your luggage allowance as stated on your booking documents, or on your pre-booked extras receipt if you upgraded. Unfortunately, any queries about additional charges must be raised at the airport as refunds can’t be processed afterwards.

Will I get a refund of my Air Passenger Duty (APD)?

If you were unable to travel on your holiday and we can confirm this, then we can refund the Air Passenger Duty that was included in your holiday cost once the date you were due to return from holiday has passed. Please contact us via our online form.

My flight was delayed – am I entitled to compensation, and how do I make a claim?

We’re sorry there was a delay to your flight. If the delay was over three hours, or the flight was cancelled, you may be entitled to compensation in line with an EC Regulation (EC261/2004). Claims for this compensation are handled by the airline you travelled with. Here are the details on how to claim.

For more information on your rights relating to flight delays, please visit the Civil Aviation Authority (CAA) website.

How can I get proof of a delayed flight for insurance purposes?

If you flew with TUI and need confirmation of a delayed flight to claim on your travel insurance, you should receive this automatically after the flight. Or, you can request this by contacting us.

If your flights were with another of our partner airlines, please contact the airline directly.

I bought something onboard my flight but now it’s not working. Who should I contact?

If you bought something on your flight from the onboard shopping range and there’s a problem with it, we recommend contacting the airline you flew with to enquire about the return and refund policies.


How do I claim my flight delay compensation?

In the event of a flight delay over three hours or cancellation you may be entitled to compensation in line with EU Regulation 261/2004. Use this simple form to submit a claim directly with TUI Airways, which ensures you receive all the compensation due rather than another company taking a percentage of the claim. Please ensure the claim form is completed with the information required as inaccurate or incomplete data will cause delays in your claim being assessed.

​For more information on your rights relating to flight delays, please visit the Civil Aviation Authority (CAA) website.

Flights beginning with the Prefix BY
If your flight number begins with BY – for example BY123 – that means your your flight was operated by TUI. To make a flight delay claim please complete our online form.  

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If you are thinking of booking a holiday or just need some general advice, call:

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If you have already booked a holiday and need to contact us, call:

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